Frequently asked questions
Order
Once validated, your order cannot be modified. Please check it before proceeding to the secure payment.
By clicking on "Checkout", you agree without reservation to e-shop's Terms and Conditions of Sale.
We invite you, first of all, to check your inbox for junk mail and spam.
If you cannot find the confirmation e-mail, you can check if the order appears in the "HISTORY" section of your "MY ACCOUNT".
Do not hesitate to contact the Customer Service via the Contact section of the store.
All our packages and pallets are sealed with a Warranty Band. If the band is missing, damaged or rescotched, then there is a strong suspicion of repackaging by the carrier (following a theft or breakage during the journey for example). In this case, it is imperative to control the goods in the presence of the driver, then issue reservations on the delivery of the carrier and take pictures that will be transmitted to the Customer Service of the eshop.
Product
When an item is temporarily unavailable on our e-shop, the product sheet is visible, but the sizes are grayed out and cannot be selected. This means that we are out of stock. Do not hesitate to contact our Customer Service if you need to.
We invite you to contact the Customer Service via the contact form. We will make a first expertise with our Quality Department and then we will contact you to give you the procedure to follow.
By clicking on "Checkout", you agree without reservation to Affective's Terms and Conditions of Sale.
Delivery
For products on stock : For deliveries in France, you can choose between express delivery (24h if ordered before 13h), delivery in standard (72h), delivery in message - pallet if it is higher than 30 kg (4 to 5 working days). The deliveries in DOM-TOM (3 to 12 working days).
For product on demand : 3 - 4 weeks after validation of the order
Delivery costs vary according to the weight of your order and the delivery method chosen.
Changing a delivery address is not possible once your order is paid and registered in our systems. It is necessary to verify it before proceeding to the secure payment.
By clicking on "ORDER", you accept Affective's Terms and Conditions of Sale without reservation.
Go to the "my account" area to find the tracking number of your order.
In the "my order history" section, click on "details" of the order concerned, the tracking number appears under the summary of the items in your order.
If you cannot be present at the time of delivery of your order. Go to the carrier's website using the tracking number available in the "order history" section in "my account" to reschedule the delivery. For any questions about the delivery, our customer service is at your disposal.
Please note: after a period of 10 days without any return from you, your order will be returned to our depot and you will be contacted by the Customer Service.
First, you can check the delivery of your order with the tracking number available in "my account" the heading "order history".
Do not hesitate to contact the Customer Service with your order number and your tracking number in order to open an inquiry with the carrier.
We invite you to contact the customer service without delay in order to resolve the incident as soon as possible.
Payment
We offers you to Payment due upon receipt.
Once your order is placed, the products will be reserved for 30 working days, the time for you to validate the order. To do this, go to the shop in your "My account" area, "My orders" section, then click on "Confirm my order" on the order concerned. You will be asked to attach your signed quote in pdf format.
A notification is then sent to the AFFECTIVE teams to check the attached document and send the order to the logistics department for preparation.
A user guide is also available to help you.
Attention: The purchase orders sent by e-mail are not processed.
You have a period of 30 days from the placing of your order to attach your signed quotation in the "my orders" section, after this period the order will be automatically cancelled.
My account
Log in to the "MY ACCOUNT" area and click on "My Information" to update your personal data.
To modify your delivery and/or billing addresses, you must click on "My addresses", select the address in question and click on "Modify".
You can reach us by contact form.
Our customer service is at your disposal from 9:30 am to 6 pm from Monday to Friday (except holidays).
SIREN : 789725108
SIRET : 78972510800037
Head office : 9 rue des augustins, 59000 LILLE
Go to your "my account" space under "order history" to download your invoice.