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All the answers to your questions!
Hello, how can we help you?
The delivery
Delivery times vary between 3 and 5 working days in mainland France. It is possible that the latter may be longer due to a stock shortage of one or more products. In this case, our sales team will contact you to inform you of the new delivery time.
For other European countries, delivery times vary between 5 and 7 days.
To find out about the progress of your order, you can contact our sales team by telephone on +33(0)4 42 50 17 10 or by email at contact@welcomefamily.fr, available from 9am to 6pm. Don't forget to bring your internet order number or quote number.
Please take clear and visible photos of the package and the damaged items. Then send them by e-mail with a request for a change of the damaged part of the product, its refund or its complete change. In order to reduce the CO2 emissions of our products, we reserve the right to decide whether the product can be changed partially or completely. (e.g.: highchair support bar is broken, we will send you back the bar only).
Some items are shipped from different warehouses, so it may take 2-3 days for packages to arrive. If after this time you have still not received your order in full, please have your order number ready and contact us.
My order
Please contact us as soon as possible. Orders are processed on average 1 to 2 hours after receipt. The deletion of products is possible within this time. If the order has already been dispatched, it is not possible to delete the item.
Each time an order is placed a confirmation email is sent. The invoice will be sent to you by email by our sales team. If you have not received it, please check your junk mail.
It happens, don't panic! Contact us quickly after validation of your order. If the order has not yet been dispatched, it is still possible to change the delivery address.
Delivery and invoicing times depend on your project: the place of manufacture, the products, the delivery constraints. They can be between 3 weeks and 2 months. You will have all the details when your quote is established by our sales team.
Payment
We have implemented a very efficient and secure web payment solution STRIPE (PCI level 1 certified, the highest security level). You can pay on the site using your credit card without leaving the payment page of our online shop.
For each validated order, a confirmation email is sent to you. If you do not receive this email, perhaps the payment was not accepted or the web page expired before validation. Please renew your request. If in doubt, please contact us.
Yes, you can contact us to set up payment of the invoice by money order.
For a promotional code to work, you must respect capitalization and punctuation. We advise you to copy/paste the promotional code directly from the medium through which you received it (email, newsletter...). If the coupon code still does not work, the validity date has probably been exceeded.
