FAQ

At Nandara, we do everything we can to ensure transparency and reliability when tracking your orders. Here's how to access your parcel tracking information:

1. Log in to your personal customer account on Nandara.com.

2. In the "My orders" section, select the order in question.

3. The tracking number for your parcel will be clearly displayed in the order details.

For your convenience, we will always notify you by email once your order has been dispatched. This summary message contains all the essential information about your delivery.

In addition, our transport partner will contact you directly by email and/or SMS with precise tracking details and updates on the progress of your parcel.

Please rest assured that we remain at your disposal for any further questions you may have about your delivery.

Did you not receive an item you ordered, or did you receive an item that is different from what you ordered? Contact us by email or phone and we will work with you to find a quick solution.

Do you have questions about our products or are you looking for a specific item but can't find it anywhere? Contact us. We will be happy to help you find the right products and offer you an optimised solution. Please send us an email at contact@nandara.com

We are available by phone Monday to Friday from 10 a.m. to 4 p.m.

At Nandara, we understand that receiving a damaged package can be worrying. Here is the procedure to follow to ensure that your situation is handled efficiently:

1. Upon receipt:

– Carefully examine the package in the presence of the delivery person.

– If you notice any visible damage, open the package immediately.

2. Issuing reservations:

– IMPORTANT: Make a detailed note of your reservations on the delivery note.

– Keep a copy of this document, as it is essential for the rest of the process.

3. Inform us:

– Contact us as soon as possible at contact@nandara.com.

– Include your order number and attach photos of the parcel.

Rest assured that our team will handle your case with the utmost care. We will work closely with our carrier to resolve this situation and provide you with a satisfactory solution as soon as possible.

Your satisfaction is our priority, and we remain at your disposal for any further questions.

At Nandara, we value your satisfaction. If you receive a damaged product, please follow these steps:

1. Reservations upon delivery:

– We remind you that it is crucial to make written reservations on the delivery note if the package shows any external signs of damage.

2. Report the damaged product:

– Take detailed photos of the damaged product.
– Contact our customer service team at contact@nandara.com.
– In your email, specify your order number and attach the photos.

3. Personalised support:

– Our team will carefully review your situation.
– We will quickly offer you the most appropriate solution (replacement, refund, etc.).

Rest assured that we will do everything we can to resolve this situation efficiently and satisfactorily. Your trust is important to us, and we are committed to handling your request with the utmost care.

For orders up to 99,99€, we charge 7.90€ for delivery to a pick-up point, 9,90€ for standard home delivery and 14,90€ for express delivery in the UK.

For orders over 100€, shipping within the UK is free for delivery to a pick-up point or standard home delivery, and 14,90€ for express delivery.

We are committed to providing you with the best possible delivery experience. That is why we work with carriers renowned for their reliability on the French market (mainland):

1. DPD:
– Fast delivery within 1 to 3 working days
– Maximum flexibility: choose between a pick-up point or home delivery
– Tailor-made service: select your preferred time slot and drop-off location

2. Chronopost:
– Express solution with next-day home delivery
– Ideal for urgent orders

3. DB Schenker:
– Delivery within 3 to 5 days
– Expert in transporting bulky items
– Perfectly suited for your large purchases

These strategic partnerships enable us to efficiently meet all your delivery needs, whether it's speed, convenience or handling large parcels. Rest assured that your order will be handled with the utmost care, from our warehouse to your door.

Nandara is committed to providing fast and efficient service to meet the expectations of our demanding professional customers. Our shipping policy reflects this commitment:

– All orders for products in stock placed before 11:45 a.m. are shipped the same day.
– Orders received after 11:45 a.m. are processed and shipped the next working day.

This optimised organisation allows us to guarantee short delivery times, which are essential for your business. We understand the importance of responsiveness in your industry, which is why we have implemented this efficient process.

Rest assured that every order is handled with the utmost care, combining speed and quality of service. Your satisfaction is our top priority.

Yes, we also ship internationally. Shipping rates are calculated and displayed at the time of order placement.

If you are not satisfied with your order, please contact us.

We will do our utmost to find a solution quickly. Your satisfaction is our priority.

You have 14 days to return an item from the date of delivery.

To return an item, you need a return label.

If your delivery address is in France, you can create the return label yourself by searching for the relevant order in your customer account order history. If you do not yet have a customer account or if your delivery address is outside France, please contact us by telephone or email. We will then send you a return label by email. Please print the return label and attach it to your return parcel.

The following are the terms and conditions for returning packages as stipulated by French regulations for distance selling: Returns due to withdrawal within 14 days. You have a period of 14 days from receipt of the product to exercise your right of withdrawal, without having to provide any reason. To do so: 1. Inform us of your decision to withdraw in writing 2. We will assign you a return number. Return the product within 14 days of your notification of withdrawal. 3. You are responsible for the return shipping costs. We will refund the full amount paid, including the initial delivery costs, within a maximum of 14 days. Returning a defective or non-compliant product. In the event of a defective or non-compliant product, you are covered by the legal guarantee of conformity for 2 years from the date of purchase. In this case: 1. Contact us as soon as possible to inform us of the problem. We will tell you how to return the product. 2. We may offer to repair, replace or refund the product. 3. The return shipping costs are covered. In both cases, please ensure that you pack the product carefully for return and keep proof of shipment.

When you return items to us, you will receive a tracking number from our logistics provider. This allows you to track the status of your return at any time. As soon as we receive your package, we will send you a confirmation email.

As soon as we receive your return, you will receive a confirmation email. The refund will be credited to the payment method used when placing the order.