Order and account support
Commande et facture
Can I place an order without creating a customer account?
You can place an order on ondilo.com without creating an account.
However, by creating a customer account on the ondilo.com website, you can track your order and access your invoices.
Can I change my order?
Changes to an order may include: the delivery address, or adding or removing items. The delivery method cannot be changed.
Any changes to an order requested by the Customer can only be taken into account if they are received by email or telephone as soon as possible (<24 hours) and expressly accepted by ONDILO.
If the order has already been dispatched, Ondilo can no longer make any changes to it.
Can I cancel my order?
Any order cancellation requested by the Customer must be notified by email or telephone as soon as possible (<24 hours) and expressly accepted by ONDILO. If the order has already been dispatched, ONDILO cannot cancel it.
I haven’t received my order confirmation email. What should I do?
If you haven’t received an order confirmation email, please check your inbox and junk mail folder first. If you still haven’t received it, you can contact Ondilo by email or phone.
How do I download an invoice?
The invoice will be sent to you by email. Please check your inbox and make sure the emails haven’t ended up in your junk or spam folder.
If you made a purchase on ondilo.com whilst logged into your account, you can view and print your invoice from your customer account under the ‘Orders and Invoices’ section.
Can I change my billing and delivery addresses?
By logging into your account, you can update your billing and delivery addresses.
Once you have placed your order on our website, ondilo.com, the billing address and delivery address cannot be changed after 24 hours. If there is an error, you will need to cancel the order and place a new one with the correct details.
Delivery to a collection point
Depending on the country (France, Belgium, Luxembourg, Germany, the Netherlands, Spain, Italy), you can select delivery to a Mondial collection point and choose your collection point.
Once the parcel has been handed over to the courier, you will receive an email and a text message to let you know that it has been dispatched, along with a tracking number so you can track the parcel.
When your parcel is ready for collection at the collection point, you will be notified by email and text message.
Mondial Relay collection points and lockers generally hold parcels for at least 7 working days.
The item delivered is damaged or incomplete. What should I do?
If you have received a damaged or incomplete product, please contact us as soon as possible by email or phone. We will find the most appropriate solution for your situation.
The order is incomplete or incorrect. What should I do?
If the order you have received is incomplete or incorrect (wrong item), please contact us as soon as possible by email or telephone. We will find the most appropriate solution for your situation.
Payment
Can I pay in instalments when buying ICOs?
Au moment du paiement, choisir PayPal et sélectionner Paiement en 4X. Le premier paiement correspondant à 25 % de l’achat est débité le jour de l’achat. Les 3 autres paiements seront étalés sur les 3 prochains mois sans intérêts.
Is payment in instalments available for all amounts?
Ist eine Ratenzahlung für alle Beträge möglich?
Is payment secure on your Ondilo website?
Payment for your order can be made by credit card using the secure MONETICO system (more information about Monetico)
What payment methods are accepted on the website?
The following payment methods are accepted for purchases made on the ondilo.com website:
– Credit cards: Carte Bleue, Visa, Mastercard, American Express
– Apple Pay
– Google Pay
– Paypal
Can I pay with a foreign card?
We accept the following credit cards:
Carte bleue, Visa, Mastercard, American Express
Sont refusées les cartes bancaires suivantes :
prepaid cards,
debit cards
cards requiring systematic authorisation, such as Visa Electron or MasterCard Maestro
Returns and refunds
Can I return my product?
To exercise their right of withdrawal, consumers must send a clear and unambiguous statement by registered post to ONDILO, 162 Avenue Robert Schuman, 13760 Saint-Cannat, and/or by email to orders@ondilo.com. You will then receive an email setting out the procedure for returning the product.
Returns must be complete (product, packaging, accessories, instructions). In this case, you are liable.
ONDILO will refund the amounts paid, excluding delivery costs, within 14 days of receiving your request. ONDILO may withhold the refund until we have received the goods or until you have provided proof of dispatch, whichever occurs first.
Any returned product that is incomplete, damaged, worn or dirty may entitle ONDILO to only a partial refund.
What is the deadline for returning my product?
In accordance with the provisions of Article L.121-21 of the Consumer Code, you have a 14-day withdrawal period from the date of receipt of your products to exercise your right of withdrawal without having to provide any reason or pay any penalty.
What are the repayment terms and methods?
ONDILO will refund the amounts paid, excluding delivery costs, within 14 days of receiving your request. ONDILO may withhold the refund until we have received the goods or until you have provided proof of dispatch, whichever occurs first.
Any returned product that is incomplete, damaged, worn or dirty may entitle ONDILO to issue a partial refund.
As soon as we receive the item, we will check that it is complete, and then we will issue a refund using the same payment method you used.
Delivery
Do you offer free delivery on my order?
If you choose Mondial Relay, Ondilo offers free delivery in France and Germany for all ICO Pool and ICO Spa orders.
What are the delivery times?
| Delivery times depend on the chosen carrier and the country. – For France, allow 48 hours with Chronopost, 72 hours with Colissimo and 3 working days with Mondial Relay |
What delivery options are available?
Ondilo offers you a choice of three different carriers for delivery:
– Mondial Relay
– Coliismo
– Chronopost
Can I track my parcel following my current purchase?
You will receive a tracking number by email once your order has been dispatched. If you haven’t received it, please check your spam folder.
Do you deliver internationally outside Europe?
Ondilo does not offer international delivery to countries such as the United States, Canada or Australia. Products ordered can only be delivered within Europe.
To which countries does Ondilo deliver?
The products and services are available and can be delivered within the following geographical area: mainland France and Europe.
