Want to know the delivery time of the chair you have ordered ?  Need specific information on one of our decorative items ? This page contains all the frequently asked questions by our customers.

If you do not find the answer to your questions please do not hesitate to fill in our contact form by clicking on this link.

FAQ - Kare Design

MY KARE CLICK ACCOUNT

- How to Create my Kare Click Account ?
- What to do in case I did not receive the confirmation email despite completing my registration on Kare Click ?
How to receive the Newsletter ?

OUR PRODUCTS

- Is it possible to have a catalog of Kare products ?
- Can i order an item not listed on the website ?
- How to take care of my furniture ?
- What is the warranty period on our products ?

MY ORDER

- How to cancel or modify my order ?
- Can I change my delivery and / or billing address after placing an order ?
- How to track my order ?
- I need an invoice for a previous order. How do i obtain it ?

PAYMENT

- What are the methods of payment ?
- Can i pay in instalments at no extra cost ?
- Is payment on your website secure ?
- How to use a discount voucher ?
- I placed my order by credit card. Am I charged immediately ?

DELIVERY

- Where do you ship ?
- Is it possible to deliver outside France and Belgium ?
- What are the delivery charges ?
- I placed an order, when will I receive my items ?
- Will my furniture be delivered assembled ?
- If I buy several products, will they be delivered at the same time ?
- What is your delivery process ?
- What should I do when receiving my furniture delivered by carrier ?
- My order has been delivered incomplete. What should I do ?
- What should I do if the item delivered does not match what I've ordered ?
- What should i do if i am not available on the day of delivery ?

RETURNS AND AFTER SALES SERVICES

- What is my return period ?
- The article I've received does not suit me. what should i do ?
- Received a non-compliant or damaged item, what should I do ?

MY KARE CLICK ACCOUNT

Questions fréquentes - Mon Compte

- How to Create my Kare Click Account?

It's easy to create an account! Go to our homepage kare-click.fr and click on the face of our mascot, Fred, at the top right (second button from right to left).
In the "Create my account" section, fill in your email address and complete the fields.
Complete your registration by clicking on the "Register" button and you're done! In your inbox you will receive an email with your access info.

- What to do in case I did not receive the confirmation email despite completing my registration on Kare Click ?

Please check your "spam" or "trash" folder as it is possible that the email has been redirected to either category. If you have not received the confirmation email in any of the above folders, please contact our customer service via the following contact form : https://www.kare.be/en/contact-us.

- How to receive the Newsletter?

Do not want to miss our promotional offers ? Want to be informed about news at Kare Click ? To register you have the following two options :

1. If you have a customer account, go to the "My personal information" tab and check the "Subscribe to newsletter" box.

2. If not, go to the bottom of our homepage. You will see a "Newsletter" tab in which you will need to fill in your email address and click on the button "I subscribe! ".

The good news is that we are pleased to offer any new subscriber to our newsletter a discount code of 10€ for a 50€ minimum purchase.

OUR PRODUCTS

Nos produits - Questions fréquentes

- Is it possible to have a catalog of Kare products ?

Due to environmental concerns, we do not offer a paper catalog. However, please feel free to browse all our catalogs by clicking on the following link: Catalogs Kare Design.

- Can i order an item not listed on the website ?

Did you browse one of our catalogs and one of our items caught your eye ? Oh, how unfortunate ! The product you want is not available on our site ! Do not worry, please call our customer service at +33(0)222441212 or fill out our contact form and we will add it just for you :) 

- How to take care of my furniture ?

Visit our "Catalogs page" where you will find a special file filled with tips to take care of your furniture.

- What is the warranty period on our products ?

All furniture and decorative items have a 2-year guarantee (legal guarantee) as a protection against faulty goods, or goods that don't look or work as advertised. If you have any issue with your item, we invite you to send an email with photos of the product concerned to info@kare-click.fr Our customer service will take the necessary steps to process your request as soon as possible.

MY ORDER

Ma commande - Questions fréquentes

- How to cancel or modify my order?

You can cancel your order at no extra charge until it has been shipped. You must send us an e-mail to info@kare-click.fr as we need a written proof. No cancellations will be accepted by telephone.

Any cancellation after the order has been shipped will not be accepted. You can either refuse the goods at the time of delivery or accept the delivery and return your order by exercising your right to return. In both cases, you must notify our customer service by e-mail.

When you refuse to accept delivery from the courier, a return charge will be deducted from the refund of your order.
We will refund the value of the goods and delivery costs, however, a "cancellation after shipment" (20.00€ per Chronopost and 75.00€ per carrier) will be deducted from the refund.

When you exercise your right to return, you must send us back your goods in their original packaging within 14 days after receiving the parcel. The return is at your expense and must be done by your own carrier. 

- Can I change my delivery and / or billing address after placing an order ?

Of course ! You may change the delivery address at any time as long as your order has not been shipped. You must leave us a message via our contact form or by email at info@kare-click.fr.

- How to track my order ?

You can see a shipping estimation on each product page. Your parcel is late ? You can contact us at any time to know when your order will be shipped.

- I need an invoice for a previous order. How do i obtain it ?

From your account, go to "History and details of my orders" where you will see a list of all your orders.

Your invoice is not available ? Are you sure that the payment of your order has been accepted ? Indeed, an invoice is only published when the payment of the order is validated.

PAYMENT

Paiement - Questions fréquentes

- What are the methods of payment ?

To pay for your order, you have the following options :

1. Credit card (Visa, MasterCard)
2. Transfer
3. Paypal
4. Monthly instalments

- Can I pay in instalments at no extra cost ?

You can pay in monthly instalments over up to 4 months without charge per credit card for any basket between 200€ and 2 000€. Select the option "Pay by credit card in several instalments at no charge" during step 5 of your order.  You must then fill out a form then a deposit will be charged immediately. The remaining monthly payments will be deducted automatically. It should be noted that any partial return or partial cancellation will not result in a refund. We can only issue you a credit note.

- Is payment on your website secure ?

Payment by credit card (Visa, MasterCard) of your order is made directly with our bank partner Crédit Agricole. The processing of your credit card number on the banking server at the time of payment of your order is entirely secure. Indeed, this process involves no risk since the details of your credit card are encrypted using SSL (Secure Socket Layer). Kare Click does not have access to your credit card details, and therefore does not keep them on its servers. This is why they are asked for each new transaction on our site.

- How to use a discount voucher ?

When placing your order, fill in the field "Do you have a promotion code?". The value of the discount is in Euros VAT or in % on the total of your order. One coupon per order. Coupons can not be applied to discounted products or items on sale.

- I placed my order by credit card. Am I charged immediately ?

As soon as you confirm your order, your bank account is debited immediately.

DELIVERY

Livraison - Questions fréquentes

- Where do you ship ?

We deliver only in France (excluding Corsica and DOM-TOM), Monaco and Belgium.

- Is it possible to deliver outside France and Belgium ?

We regret to inform you that we do not ship our goods outside France and Belgium. We invite you to have it delivered to a freight forwarder who will take care of export formalities.

- What are the delivery charges ?

For orders under 500.00€ delivery charges are to be expected. For small items sent by Chronopost, we offer "point relais" delivery for 5.00€ and home delivery for 8.00€. For bulky items, shipping costs are shown in step 3 of your order.

From 500,00€ purchase, Kare Click covers the shipping costs. For more information on delivery, click here

- I placed an order, when will I receive my items ?

A shipping estimation is shown on each product page. Please note that if you order multiple items, your order will be shipped once they are all available. However, it may happen that the item you ordered is out of stock, which will delay its shipment. In this case, we assure you that our team is doing its best to shorten the order time and send you your order quickly. If the ordered item is subject to a delay of delivery, our team will inform you either by telephone or by e-mail.

- Will my furniture be delivered assembled ?

Most of our furniture is delivered assembled. But rest assured, the rest of our furniture is very simple to assemble : assembling instructions and tools are provided in the parcels.

You have not received the assembling instructions ? Please send us an e-mail and we will send you a PDF file.

- If I buy several products, will they be delivered at the same time ?

We ship your order as soon as all the products of the order are available. However, in certain cases and under certain conditions, we can make delivery in several shipments.

- What is your delivery process ?

Your order is shipped to the delivery address you have indicated.

If your package is delivered by our private carrier, the latter will contact you by SMS / phone to agree on the day of delivery. In order to prepare for receiving your goods, we remind you that the driver will give you the parcels on the door step of your house or building. You can pick your delivery day but not the hour so no comment indicating your desired delivery time can be taken into account. If your package is delivered by Chronopost at home, you will receive either a text or an e-mail letting you know which day the driver will come and an approximated hour. In case of absence, you can choose to postpone the delivery or pick up your parcel at the post office or in a "point relais". If you have picked the "point relais" delivery, you will get a text or e-mail when the parcel has arrived so that you can go pick it up.


Refer to the Delivery page for our terms of delivery.

- What should I do when receiving my furniture delivered by carrier ?

Upon receipt of your order, you MUST IMPERATIVELY check the condition of your furniture in the presence of the deliveryman. If you notice an anomaly, you must indicate it on the delivery note by specifying the problem encountered. Do not hesitate to be as precise as possible. We kindly ask you to refuse the parcel if your item is damaged.

- My order has been delivered incomplete. What should I do ?

There is an item missing ? :-( We are sorry for any inconvenience that this situation may cause you. In this case, you must specify it on the delivery note and send us a message to info@kare-click.fr or via our contact form.

- What should I do if the item delivered does not match what I've ordered ?

You have received your order but your item does not look like what you've ordered or does not fit the description ?  We ask you to send us photos by email to info@kare-click.fr or to leave us a message via our contact form.

- What should I do if I am not available on the day of delivery ?

You were not at home when the carrier showed up ? Please call us or send us an e-mail to let us know when the driver can come back. If your order has been shipped by Chronopost, the driver has left you a slip in your mail box letting you know where you can pick up your parcel (post office or "point relais").
All you have to do is go to the address indicated with your slip.

RETURNS AND AFTER SALES SERVICES

Retours / SAV - Questions fréquentes

- What is my return period ?

In accordance with the Article L 221-18, you have a period of 14 days from the day of delivery to return your order for refund.
The return costs of the item(s) are your responsibility. Any request made outside the deadline can not be accepted.

- The article I've received does not suit me. what should I do ?

You do not like the furniture you have bought ? We regret that our item did not satisfy you and would like to assure you that we do our utmost to offer you quality products. We thank you in advance for sending us a message to info@kare-click.fr or contacting us via our contact form or 02 22 44 12 12. Please note that you can not return an item without informing us firsthand.

- I received a non-compliant or damaged item, what should I do ?

Our team does its best to make sure that the product you have purchased is delivered with the same standards listed on our site. We attach great importance to ensuring that your items are carefully packed. However, it may happen that during transportation your product was damaged and we apologize for the inconvenience. Please send us photos of the product concerned within 48 hours from the receipt of the package to info@kare-click.fr or via our contact form.


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