FAQ - Ordering

You have received your order, but you are having a problem with the products.

You have two options:

1 - Apparent defects (visible upon delivery)

Deadline: immediately, upon delivery

• Any reservations must benoted on the delivery slip or waybill before signing.
• They must bespecific and detailed(e.g., “crushed box at the right corner,” “pallet no. 3 missing”).

Legal basis:Article L.133-3 of the Commercial Code– apparent defects must be reported at the time of receipt; otherwise, the goods are deemed to have been accepted as conforming.

2 - Hidden defects (not apparent at the time of delivery)

Timeframe: 3 days from delivery

• Public holidays are not included.
• Reservations must beconfirmed by phonewith the carrier at the following number:

09 77 42 24 32 + branch code (usually the department code: e.g., Ain Branch = 01)

You have decided which outdoor or indoor products to purchase from our online store.

You've added the items you want to buy to your cart, but you're wondering how much the shipping will cost.

To get your estimate, simply:

1 - Click "Checkout" when you're in your shopping cart to proceed to the next step

2 - If you are not yet a customer, create an account or log in to your account if you already have one with Grosfillex

3 - Once you've logged in, the shipping cost for your order will be automatically displayed

To get your invoice, simply follow these steps:

• Sign in to your customer account
• Go to the MY ORDERS section
• Click on ORDER TRACKING to view the invoice for this order
• Then click on "DOWNLOAD INVOICE" in the upper right corner
• Your invoice is available for download in PDF format

Once you place an order on our online store and proceed to the final step—payment—you cannot go back to modify it.

Here are the steps to follow:

1 - Please go to NEED HELP

2 - Fill out the questionnaire and clearly state your request

3 - Once we receive your request, our customer service team will cancel your order and issue a refund

4 - You will receive an email from our customer service department confirming that the adjustment has been made

5 - You can safely place a new order

Can I request delivery 1 or 2 months after placing my order?
We understand that you may want to schedule your delivery in advance. However, our current operations do not allow us to schedule deliveries so far in advance after an order has been confirmed.

Why isn't this delivery timeframe possible?
Our order processing system is designed to ensure quick order fulfillment and shipping, so we can provide you with the best possible service. At this time, we do not have a system in place to efficiently handle requests for delivery that is delayed by several weeks or months.

Is there an alternative solution?
We recommend that you place your order as close as possible to the date when you will be available at the delivery address you provided. This will allow us to ensure better product availability and service that meets your expectations.

Can I change the delivery date after placing my order?
It is not possible to change the delivery date because our order entry process does not allow you to enter a delivery date.

Our delivery service will get your order to you within 24 to 48 hours. If you have any other questions, please contact our customer service team.

No, delivery is made only to the doorstep, the entrance to the property, and the ground floor.

Home delivery is made to your doorstep or the foot of your building, excluding upper floors and basements. The delivery driver is not authorized to enter your property.

When having a garden shed delivered, please let us know if access to your home is in an area that is difficult for trucks to reach, or if there are any other restrictions, so that the delivery person can drop off your pallet in front of your gate and make the necessary arrangements.

To exercise your right of withdrawal, you must notify Grosfillex Customer Service within fourteen (14) days of the delivery of your order.

To do this, you must:

- Fill out the online form on our website under the "Need Help" tab by selecting:

* Select the subject of your request:
then
* Order placed through the online store

Grosfillex will cover the cost of returning the products; however, the refund for the order will exclude shipping costs. Our carrier will pick up the products.

The products will be picked up at your home. The Grosfillex Customer Service team will provide you with instructions on how to proceed. The carrier will schedule an appointment by phone.

You must keep the products in their original packaging. Grosfillex will refund
the full amount of your order, EXCLUDING SHIPPING COSTS, no later than 14 days from the date it was notified of your decision to cancel.

However, this refund may be deferred until the products are actually returned or until Grosfillex has received proof of their return.

Grosfillex will only accept returns of complete sets; the entire set must be intact, unused, and in good condition to qualify for a refund.

You have just received your Grosfillex order and notice that one or more packages are damaged, torn, or defective:

1. We urge you to immediately note your reservation on the carrier’s delivery slip and contact us via the contact form, providing us with the following:

• Order number
• A photo of the product in question (overview and, if possible, of any damaged areas or parts that need to be replaced)
• The exact description of the product in question (model, part number, etc.)• A photo of the date stamp located on the bottom of the product (if it is garden furniture)
• A photo of the outer packaging (if available)
• A photo of the delivery slip where your reservations are noted.

2. You did not raise any objections upon receiving your order because all the boxes and packaging were in good condition

The required documents are the same as those for reported damage, but you must send a formal complaint letter to GEODIS or, in the case of a garden shed, to the carrier that delivered your order within 48 hours.

Once we receive these documents, we can immediately take the necessary steps to: 

• Please reship the defective product(s) in their original packaging so that our carrier can pick them up
• A refund for this broken item or these broken items

Please also let us know in your email.

Have you placed an order on our online store and found that one or more items are missing when you received your order?

• First and foremost, you must immediately note the missing item on the carrier’s delivery slip. Take a photo of it if you are not given a copy.
• Next, please contact us via our contact form and include all of the information listed below in your claim so that we can immediately begin the necessary steps with the relevant internal departments or our carrier.

Useful information:

• Your order number
• A photo of the delivery slip showing the reservation you noted on it
• The name of the missing item(s)
• Number of missing items

This will allow us to respond promptly and process your request quickly

This may take a few minutes. Simply refresh the page (press the "F5" key on your keyboard) and it will appear here:

Come on:

1. In your Customer Area
2. Then go to My Orders

If you don't see anything:

- Check to see if you have received the order confirmation email (in your inbox or in your junk/spam folder);

- Did you receive an error message during checkout? Any information you can provide will help us resolve your issue quickly.

If necessary, contact customer service (using the form under " NEED HELP")

Submit a request to customer service using the " Need help?" form by selecting " Customer Service Request," attaching one or more photos, and providing the order number, purchase date, product code, and the number of items involved.

The warranty covers manufacturing defects but does not cover issues resulting from impact or improper handling of the product by the buyer.

If the product was delivered to you damaged, we will exchange it or issue a refund.

My product is damaged and is no longer under warranty:

Customer service may offer you replacement parts for a fee, if available and depending on your needs.

Once you have placed an order through our online store, we cannot hold the items you ordered in our warehouse if you wish to have them delivered to your home at a later date.

Once your order has been shipped, our carrier will take over to provide you with all the tracking information for your order.

It is therefore important to provide a cell phone number along with the delivery address so you can receive messages or calls from the carrier.

Appointments are scheduled via a link sent by email and/or text message by our carrier.

You will be offered a selection of time slots, so you can choose the date and time that works best for you.

Important: Upon receipt of the package, we recommend that you check the contents and the condition of the merchandise in the presence of the delivery person.

A label detailing the steps you should follow to properly inspect your delivery or file a claim is attached to each package in your order to help guide you through the process.

Here is a reminder of best practices:

- If the product and the box are damaged, refuse the package and note on the carrier’s delivery slip where the packaging and the product are damaged. Take photos of the packaging and the product if possible. This step is important for completing the procedure described below.

- If the product is incomplete (missing parts), refuse the package and note the missing parts and quantities on the delivery slip.

- If one or more items are missing, accept or refuse the package and note the missing item(s) on the delivery slip.

- If the product you receive is incorrect, refuse the package and note the incorrect item(s) on the delivery slip.

If you have any complaints, please contact our customer service team using our " Need Help " form.

You may receive discount codes as part of your subscription to our newsletter or through specific promotional offers from Grosfillex.

When you are provided with a code that gives you personal access to a special offer in our online store, you must use that code within 7 days of receiving it.

After this period, it will no longer be active and cannot be renewed. This time limit is intentionally imposed for security reasons.

It is important to distinguish between "delivery time" and "shipping time."

The delivery time is calculated from the moment your order is packed and ready to leave our shipping dock.

For all standard orders (excluding garden sheds), our carrier guarantees delivery to your home within 24 to 48 hours.