1. Go to the plancha-eno.com website 2. Choose the product category you want 3. Add items to your basket by clicking on the blue button 4. Once you have selected the items you want, click on "Checkout". 5. Login: If you do not have a customer account, please create a personal account by entering your email address and password. If you have a customer account, log in by entering your e-mail address and password, then click on "Log in". 6. Delivery: free for orders over €200 If you have a promotional code, enter it in the box provided and click on "Apply discount" 7. Fill in the delivery details and click on "Next". 8. If your billing address is different from the delivery address, please enter the delivery address. 9. Check the information provided, click on "I have read and accept the General Terms and Conditions of Sale" and then on "Pay with Clic&Pay By Crédit du Nord".
10. In order to authenticate your purchase, you will be redirected to your bank's page, fill in the required fields and validate. 11. Confirmation: once the transaction has been authorised, an order confirmation page will be displayed and you will receive an email notification.
Can I place my order by phone ?
We do not sell products over the phone. All orders are placed via the plancha-eno.com website, but our team will be happy to answer any questions you may have. You can purchase spare parts by sending a message to our After-Sales Service via the Contact Form.
Can my order be cancelled ?
You have a legal period of 14 days to exercise your right of withdrawal. After these 14 days, it will be impossible for you to cancel your order.
To cancel an order and retract, please follow the procedure below:
- Contact customer service using the contact form, clearly stating the number of your order to request cancellation of the order and giving the reason.
- Print out the returns agreement provided by Customer Services.
- Fill in the withdrawal form and return the product undamaged* in its original packaging, together with the withdrawal form and the returns agreement to the following address:
ENO
95 rue de la Terraudière
79000 Niort
Please also note that return costs and risks are the responsibility of the customer.
* Only products returned in a condition allowing them to be sold again by ENO (assuming that they are returned in their original packaging) will be accepted. Consequently, products returned incomplete, damaged or soiled will not be reimbursed to the Customer.
Subject to compliance with the period and conditions mentioned above, ENO will reimburse all sums paid by the Customer, including any initial delivery charges invoiced by ENO to the Customer, to the Customer's bank account corresponding to the bank card used to place the order within fourteen (14) days of the date on which the right of withdrawal was exercised.
Has my order been registered ?
Once your order has been finalized, you will receive a confirmation e-mail with details of the products you have ordered. You will receive a follow-up e-mail at each stage of your order.
I have not received an order confirmation email
Once your order has been finalized, you will receive a confirmation e-mail with details of the products you have ordered. You will receive a follow-up e-mail at each stage of your order. Although this rarely happens, it is possible that you may not receive an order confirmation e-mail. Here are some explanations : - An error in entering the e-mail address
- The order confirmation e-mail has ended up in the spam folder. - A problem occurred during order processing - You can see in the "My account / My orders" section that your order has been registered and validated. In case of doubt, please contact our Customer Service via the Contact Form.
How to use my pomotional code ?
When you validate your shopping cart, you can enter your promotional code. This code is valid only once and for a specific period.
Why doesn't my promotional code work ?
If your promotional code doesn't work, there could be several reasons : - You have already used the promotional code - The validity date of your promotional code has passed - The items in your basket are not eligible for the offer linked to the promotional code. If in doubt, please contact our Customer Service department via the Contact form.
How to track my order ?
At each stage of your order you will be informed by e-mail of its progress : - Order confirmation - Payment confirmation - Order preparation - Handover to corrier - Appointment for delivery - Invoice sent on day shipment
How do I view or edit my invoice ?
To obtain your invoice, consult your customer account on our website, under "My orders". You will then be able to view your order and print your invoice.
I placed an order on the site. How can I contact customer service ?
Contact customer service via the contact form. Choose "Order tracking", fill in the required fields, including the order number, which you will find in the My Account/My orders area, and explain your problem or request.
We will process your request as quickly as possible.
How can I change one or more items in my order ?
It is not possible to partially modify an order. You can ask for your order to be cancelled and refunded (see how to cancel an order), and then place a new order on the e-boutique with the items you want.
I've cancelled my order. When will I get my money back ?
You will be credited within 14 days on the bank account used for payment from the date of your request. If you have paid for your order with a deferred debit card, the credit will also be deferred.
How can I change my personal information ?
You can modify your personal data at any time via your My Account area, under "Account information". However, the data you entered when placing your order cannot be modified via your customer account. You must contact us using the contact form and send us your request by clicking on the "Order/Delivery" button.
Shipping
What is the delivery method ?
We offer a home delivery service with appointment anywhere in metropolitan France under the conditions defined in our general conditions of sale for individuals. Products purchased on the plancha-eno site are delivered from Monday to Friday inclusive, excluding weekends and public holidays, to the personal delivery address indicated by the customer on the order form.
What are the delivery times ?
Orders confirmed by payment will be delivered within 5 working days, except in the event of force majeure beyond our control or that of the carriers.
How much does delivery cost ?
For orders over 200€, delivery is free for Metropolitan France (for Corsica and the islands, a contribution of 100€ will be required). For orders under 200€, a contribution to shipping costs will be applied according to weight and destination.
What types of carrier are there ?
Packages under 30kg are delivered by a courier service, with the option of delivery to a relay point in the event of absence. For parcels >30kg, delivery is made by a carrier on a pallet, with a compulsory appointment. In the event of a no-show, a €30 surcharge will be applied.
Can I have my order delivered internationally ?
We do not deliver internationally and only ship to mainland France.
What should I do if the contents of my parcel are damaged ?
On receipt, you must unpack the parcel in front of the delivery person and check the condition of the goods. If the product is damaged (twisted, bent, broken), you must make reservations on the delivery note. Failure to do so will invalidate the warranty.
Can I set the day of my delivery ?
Once your order has been dispatched, the carrier will contact you within 48 hours (by SMS or e-mail) to arrange a convenient delivery date.
I would like delivery to a different address. Is this possible ?
When you place an order on the plancha-eno website, you can choose to have your order delivered : - either to your billing address - or to another delivery address you specify when placing your order on the site.
In the event of an error or change of address, you can report these changes by sending an e-mail within 24 hours to customer service via the contact form. Once the order has been registered and shipped, it is no longer possible to modify the information.
ProduCt returns
I would like to return an item
No product return can be made without the prior approval of ENO customer service.
To return a product, please contact our customer service team through the contact form to explain the reason for your return.
Please return the products in their original condition, along with the return authorization provided by our customer service team, to the following address : ENO 95 rue de la Terraudière 79000 Niort
Please also note that the return costs and risks are at the customer's expense. It is therefore important to ensure that the product is intact when we receive it. If this is not the case, we will not be able to issue a refund.
Only products returned in a condition suitable for resale by ENO (assuming they are returned in their original packaging) will be accepted. Consequently, products returned incomplete, damaged or soiled will not be reimbursed.
Subject to compliance with the above-mentioned deadline and conditions, ENO will reimburse all sums paid by the customer, including any initial delivery charges invoiced by ENO to the customer, to the customer's bank account corresponding to the bank card used to place the order within fourteen (14) days of the date on which the right of withdrawal was exercised.
