FAQ
ALL THE QUESTIONS YOU'RE ASKING YOURSELF.
ORDER & PAYMENT
IS MY ORDER CONFIRMED?
AS SOON AS YOUR ORDER IS VALIDATED, WE WILL SEND YOU AN ORDER CONFIRMATION EMAIL TO THE EMAIL ADDRESS USED WHEN PLACING YOUR ORDER.
REMEMBER TO CHECK YOUR SPAM FOLDER!
IF YOU HAVE A NORM-CORE ACCOUNT, YOU CAN EASILY FIND THE STATUS AND DETAILS OF YOUR ORDER FROM YOUR ACCOUNT IN THE "MY ORDERS" SECTION.
YOUR ORDER HAS BEEN SUCCESSFULLY RECEIVED IF ONE OF THE FOLLOWING STATUSES APPEARS:
- "PROCESSING" INDICATES THAT YOUR ORDER HAS BEEN CONFIRMED. OUR LOGISTICS TEAM IS PREPARING IT FOR SHIPPING. WE PROMISE, WE'RE DOING IT AS FAST AS POSSIBLE! PLEASE NOTE THAT THE SHIPPING TIME IS SEPARATED FROM THE PREPARATION TIME, AND THAT OUR TEAMS SHIP YOUR PACKAGES ON AVERAGE WITHIN 48 HOURS FROM MONDAY TO FRIDAY, EXCLUDING FRENCH PUBLIC HOLIDAYS.
- "ORDER SHIPPED" INDICATES THAT YOUR ORDER HAS BEEN ENTRUSTED TO THE SELECTED DELIVERY SERVICE. YOU SHOULD RECEIVE IT VERY SOON: WE CAN'T WAIT FOR YOU!
YOUR ORDER HAS NOT BEEN PROCESSED IF ONE OF THE FOLLOWING STATUSES APPEARS:
- "UNDER VERIFICATION" APPEARS WHEN YOUR PAYMENT IS NOT YET VALIDATED, AND THIS CAN TAKE 2 HOURS.
- If you see "Payment Cancelled," it means the order was not validated. Rest assured, you will not be charged, and we invite you to place your order again.
This could be due to an input error, an exceeded spending limit, or a refusal from your bank. We encourage you to try again by carefully checking your bank details or using a different payment method to receive your order. If the problem persists, please contact your bank, who will be able to help you understand what is happening.
I WANT TO CANCEL, MODIFY OR MERGE MY ORDER, HOW DO I DO IT?
Our logistics team works quickly to ship your order as fast as possible. That's why, once confirmed, your order cannot be modified or cancelled, even if it hasn't yet been shipped.
IF YOU RECEIVE YOUR ORDER AND DO NOT WISH TO KEEP IT, WE INVITE YOU TO RETURN IT TO US.
UPON RECEIPT OF YOUR RETURN, WE WILL PROCEED WITH THE REFUND (YOU WILL SEE IT APPEAR WITHIN 2 TO 3 BUSINESS DAYS ON THE PAYMENT METHOD USED WHEN ORDERING).
WE ARE ALSO UNABLE TO COMBINE MULTIPLE ORDERS TOGETHER.
If there is an error in the delivery address you enter, we will no longer be able to change it. Your parcel may be left at a collection point, or it may be returned to us for a refund.
ARE THE PAYMENTS SECURE?
OF COURSE, WE TREAT YOUR DATA WITH THE RESPECT IT DESERVES: OUR TRANSACTIONS ARE COMPLETELY SECURE, AND NO PERSONAL INFORMATION IS DISCLOSED.
YOUR BANK DETAILS ARE PROCESSED ENTIRELY BY OUR FINANCIAL PARTNERS SHOPIFY, PAYPAL AND STRIPE, WITHOUT OUR TEAMS BEING ABLE TO HAVE ACCESS TO THEM, EVEN IF YOU CHOOSE TO SAVE YOUR PAYMENT DETAILS FOR YOUR NEXT PURCHASES.
SHIPPING & DELIVERY
HOW DOES THE DELIVERY WORK?
ALL ORDERS ARE SHIPPED FROM FRANCE WITHIN 24 BUSINESS HOURS.
FOR DELIVERY IN METROPOLITAN FRANCE, TWO OPTIONS ARE AVAILABLE:
- DELIVERY TO THE NEAREST PICKUP POINT TO YOUR DELIVERY ADDRESS: DELIVERY TIME MAXIMUM 3-5 WORKING DAYS AFTER THE DATE OF SHIPPING.
- EXPRESS DELIVERY DIRECTLY TO YOUR DELIVERY ADDRESS: DELIVERY TIME 1-2 WORKING DAYS AFTER THE SHIPPING DATE.
FOR ALL INTERNATIONAL ORDERS (OUTSIDE OF FRANCE), SHIPPING VARYS DEPENDING ON THE DESTINATION BUT YOU CAN COUNT ON US FOR THE FASTEST POSSIBLE DELIVERY: 7-10 WORKING DAYS AFTER THE MAXIMUM SHIPPING DATE.
AS SOON AS YOUR ORDER IS SHIPPED, YOU WILL RECEIVE A CONFIRMATION EMAIL WITH A TRACKING NUMBER.
IF YOU DO NOT RECEIVE THIS EMAIL OR AN UPDATE ON YOUR ORDER WITHIN 7 WORKING DAYS OF PLACING YOUR ORDER, PLEASE CONTACT US AT OUR EMAIL ADDRESS CONTACT@PLUGNDROP.COM .
TO FACILITATE ANY PROCEDURE, PLEASE INDICATE IN THE SUBJECT OF THIS EMAIL: YOUR NAME AND THE ORDER NUMBER.
THANK YOU FOR YOUR UNDERSTANDING AND HAPPY SHOPPING.
Do you deliver in France? Abroad?
WE DELIVER TO METROPOLITAN FRANCE, CORSICA, MONACO AND THE FRENCH OVERSEAS DEPARTMENTS AND TERRITORIES.
ABROAD WE DELIVER TO THE FOLLOWING COUNTRIES: GERMANY, AUSTRIA, BELGIUM, CANADA, DENMARK, UNITED STATES, ITALY, LUXEMBOURG, NETHERLANDS, POLAND, PORTUGAL, UNITED KINGDOM AND SWITZERLAND.
WHAT ARE THE DELIVERY COSTS FOR AN ORDER?
METROPOLITAN FRANCE AND MONACO:
- DELIVERY TO A PICKUP POINT - CHRONOPOST SHOP2SHOP:
€4.90 FOR ALL ORDERS UNDER €100.
FREE FOR ALL ORDERS OVER €100.
- EXPRESS HOME DELIVERY - CHRONOPOST 6 PM:
€11.90 FOR ALL ORDERS.
CORSICA:
- DELIVERY TO A PICKUP POINT - MONDIAL RELAY:
€6.90 FOR ALL ORDERS.
French Overseas Departments and Territories (French Guiana, Guadeloupe, Martinique, Réunion, St. Barthélemy, St. Martin, French Polynesia, Mayotte):
- HOME DELIVERY - POST OFFICE:
€27.90 FOR ALL ORDERS.
BELGIUM - LUXEMBOURG:
- DELIVERY TO A PICKUP POINT - CHRONOPOST SHOP2SHOP:
€5.90 FOR ALL ORDERS.
- EXPRESS HOME DELIVERY - CHRONOPOST:
€13.90 FOR ALL ORDERS.
GERMANY - AUSTRIA - SPAIN - ITALY - NETHERLANDS:
- DELIVERY TO A PICKUP POINT - CHRONOPOST SHOP2SHOP:
€7.90 FOR ALL ORDERS.
- EXPRESS HOME DELIVERY - CHRONOPOST:
€14.90 FOR ALL ORDERS.
DENMARK - IRELAND - NETHERLANDS:
- HOME DELIVERY - POST OFFICE:
€13.90 FOR ALL ORDERS.
POLAND - UNITED KINGDOM - SWITZERLAND:
- EXPRESS HOME DELIVERY - CHRONOPOST:
€16.90 FOR ALL ORDERS.
CANADA & UNITED STATES:
- HOME DELIVERY - POST OFFICE:
€19.90 FOR ALL ORDERS.
EXCHANGES AND REFUNDS
WHAT ARE THE RETURN CONDITIONS?
YOU HAVE 15 DAYS FROM RECEIPT OF YOUR ORDER TO CHANGE YOUR MIND AND RETURN IT TO US FOR A REFUND.
WE ARE NOT OFFERING EXCHANGES AT THE MOMENT BUT WE ARE WORKING ON IT.
INDEED, IF YOU WOULD LIKE AN EXCHANGE FOR A DIFFERENT SIZE, WE SUGGEST THAT YOU RETURN THE INCORRECT ONE AND PLACE A NEW ORDER.
TO ENSURE YOU GET A REFUND, HERE IS SOME KEY INFORMATION TO FOLLOW CAREFULLY:
- THE ITEMS IN YOUR ORDER MUST BE RETURNED INTACT, IN THEIR ORIGINAL PACKAGING, SHOWING NO SIGNS OF USE, AND NOT HAVING BEEN WASHED.
- PRINT AND INCLUDE YOUR ORDER FORM IN THE RETURN PACKAGE, INDICATING THE ITEMS BEING RETURNED.
IF YOU DO NOT HAVE THIS VOUCHER IN YOUR POSSESSION, PLEASE WRITE THE ORDER NUMBER ON A PIECE OF PAPER AND INCLUDE IT IN THE RETURN.
ANY NON-COMPLIANT RETURN WILL BE REFUSED, AND THE RETURN WILL BE AT YOUR EXPENSE.
ANY INCOMPLETE RETURN (WITHOUT RETURN VOUCHER OR ORDER NUMBER) WILL BE SUBJECT TO LONGER PROCESSING BY OUR TEAMS.
WHAT ARE THE RETURN COSTS FOR AN ORDER?
AS STATED IN OUR GENERAL TERMS AND CONDITIONS OF SALE, RETURNS/EXCHANGES ARE AT YOUR EXPENSE.
TO WHICH ADDRESS SHOULD I RETURN MY ORDER?
PLEASE RESPECT THE RETURN CONDITIONS SPECIFIED ABOVE AND RETURN THE ITEM(S) TO THE FOLLOWING ADDRESS:
NCTX
23 AVENUE DE PESSICART
06100 NICE
FRANCE
EMAIL: CONTACT@PLUGNDROP.COM
WHEN AND HOW WILL I RECEIVE MY REFUND?
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
ONCE YOUR RETURN PACKAGE IS RECEIVED AT OUR LOGISTICS WORKSHOP, WE PROCESS YOUR RETURN WITHIN 24 TO 48 BUSINESS HOURS.
If your request is approved, we will send you an email confirming your refund. It may then take up to 72 business hours for the refund to appear in your account.
HOW WILL I BE REIMBURSED?
YOUR REFUND IS AUTOMATICALLY RE-CREDITED TO THE PAYMENT METHOD USED WHEN PLACING YOUR ORDER.