Find answers to all your questions about MOBILIS® and our solutions
How can I pay for my order?
You can pay for your orders securely by Visa, MasterCard or using your PayPal account. We are unable to accept cheques, bank transfers or direct debits.
What delivery options are available?
You can choose between two delivery providers:
Colissimo (only in France)
- Home delivery with signature required for professional customers, no signature required for private customers
- Delivery to Relay collection points
UPS (in France and overseas)
- Home delivery with signature required
- Delivery to Relay collection points
How long will my order take to be delivered?
For ‘available on request’ products* :
Delivery time is 3 calendar weeks (excluding scheduled closures of our factory) regardless of the delivery address and delivery option chosen.
For ‘in stock’ products* :
Below you’ll find the standard delivery times for each of the delivery options available.
Please allow 2 working days of preparation time before orders are dispatched.
If your order includes products that are both ‘in stock’ and ‘made to order’, you’ll receive all your products in the same shipment within 3 weeks (excluding scheduled closures of our factory).
* To find out the status of a product (either ‘in stock’ or ‘made to order’), please check the relevant product description page :
How can I receive free delivery on my order?
Orders worth more than €20 delivered within Metropolitan France will benefit from free delivery via Colissimo. However, you can choose another delivery method for an additional cost if required.
How can I track the progress of my delivery?
Under what circumstances can I return an order?
For ‘in stock*’ products :
You have a 14-day cooling off period from receipt of your order during which you can return a product. To do so, all you need to do is ask to return your order before this period comes to an end. In case of any disputes, it is your responsibility to prove that you submitted your return request in compliance with the methods and time period as required by law.
For ‘made to order*’ products :
In accordance with article L.221-28 of the French Consumer Code, cooling off rights do not apply to ‘made to order’ products, meaning any products made to a customer’s specification.
For any deliveries that do not comply with your order, or any faulty products still under warranty:
You should send your return request to our customer service department to mutually agree on the need, or lack thereof, to return the product and qualify for an exchange. For more information, please refer to our general terms and conditions of sale.
*To find out the status of a product (either ‘in stock’ or ‘made to order’), please check the relevant product description page :
How do I proceed with returning an order?
In order for the return to be accepted, products must not be damaged and should be returned in their original packaging within the 14-day cooling off period required. Returned packages must include the relevant returns form, downloadable here, to be considered.
Any returned products should be sent to the following address:
7 Rue Orion
The shipping costs of returning a product are your responsibility.
When will I receive a refund for my order?
If your return is accepted, you will receive a refund to your bank account within 1 week from our confirmation. We will refund the full amount paid for your order, including any delivery costs.
Are you a corporate customer?
Am I entitled to a discount as a retailer?
To find out about our pricing structures for retailers, please send your request to the following address: firstname.lastname@example.org, or contact our customer service department at the following number: +33 (0) 450 440 430 (standard rate phone number).
Can you send me a free sample?
Please use the free sample request form available on our website. Our customer service department will be in touch as soon as possible. If you prefer, you can also request a sales call-back.
Can you send me an invoice for my order?
If the billing address is the same as the delivery address, your original invoice will be sent out along with your delivery.
If the billing address is different from the delivery address, your original invoice will be sent out separately by post to the billing address as indicated on your order.
You can also find a copy of your invoices in your ‘My Account’ area.
If you need a proforma invoice, please send your request to the following email address: email@example.com.
How can I track the progress of my order?
When you place an order, you’ll see changes to its status in your ‘My Account’ area, so you can track its progress:
Being processed: your order has been received and we’re currently preparing it. Once your order has been shipped, you’ll receive an email so that you can track your delivery.
On hold: we’re having some trouble processing your order because an issue has occurred. The billing and/or delivery address is incorrect. If you’re a professional customer, the issue could be that your intra-community VAT number has not been recognised. If your order has been put on hold, we would ask you to verify the information in your ‘My Account’ area, or else contact our customer service department by email: firstname.lastname@example.org.
Cancelled: your order may have been cancelled for a number of reasons:
- Your payment was probably refused because your bank details were entered incorrectly, or because your bank card is no longer valid.
- No delivery address was entered when you completed your order.
If your order has been cancelled, you won’t be charged or you’ll receive a full refund.
Dispatched: your order has been finalised and sent out for delivery. You can follow the progress of your delivery on your chosen delivery company’s website.
What is the warranty period for MOBILIS® products?
Warranty periods vary depending on the product. Each is clearly specified on the product page.
What does ‘limited lifetime warranty’ mean
MOBILIS® offers original purchasers the guarantee that their products are free of material and manufacturing defects as long as the original purchaser owns the product.
This guarantee applies under the condition that the product is used and maintained in a normal way.
This guarantee does not cover normal wear and tear, or any damage resulting from accidents, abuse, misuse, improper maintenance or alterations to the product.
The product I’m looking for isn’t available on your website, what should I do?
If you can’t find the product you’re looking for in our online store, please send your request to the following email address: email@example.com, or contact our customer service department at the following number: +33 (0) 450 440 430 (standard rate phone number).