FAQ
Orders
Q: How can I place an order?
A: To place an order, select the products you want, add them to your cart, and follow the checkout steps. You will receive a confirmation email once the payment has been completed.
Q: Can I modify or cancel my order?
A: You can modify or cancel your order only before it has been shipped. Contact us as soon as possible at contact.dnsphere@gmail.com and provide your order number.
Q: How do I know if my order has been confirmed?
A: Once your order has been confirmed, you will receive a confirmation email with the details of your purchase.
Shipping
Q: What are the delivery times?
A: Delivery times vary between 7 and 15 business days, depending on your location in France, the European Union, or internationally.
Q: How much does shipping cost?
A:
• Shipping is free for orders over €100 within the European Union.
• For orders below €100 or for international shipping, the shipping fees are automatically calculated at checkout based on the weight and destination. These fees are clearly indicated before payment.
Q: Can I track my order?
A: Yes, once your order has been shipped, you will receive a tracking number by email to track your package.
Q: What should I do if I don’t receive my package?
A: If you haven’t received your order within the estimated time frame, please contact us at contact.dnsphere@gmail.com. We will open an inquiry with the carrier.
Products
Q: Are the products guaranteed?
A: Yes, all our products come with the legal guarantee of conformity (articles L.217-4 and following of the French Consumer Code) and the warranty against hidden defects (articles 1641 and following of the French Civil Code).
Q: What should I do if the product is defective?
A: If you receive a defective or damaged product, contact us within 48 hours of receipt with photos at contact.dnsphere@gmail.com. We will arrange for a replacement or a refund.
Returns and Refunds
Q: Can I return a product if I’m not satisfied?
A: Yes, in accordance with article L.221-18 of the French Consumer Code, you have 14 days after receipt to exercise your right of withdrawal.
Q: What are the conditions for returning a product?
A: Products must be returned:
• In their original condition (unused).
• In their complete packaging with all accessories.
Q: Who covers the return shipping costs?
A: Return shipping costs are the customer’s responsibility, except in the case of an error on our part (defective or incorrect product).
Q: When will I be refunded?
A: Once the returned product has been inspected, the refund will be processed within 14 days via the original payment method.
Payment
Q: What payment methods are accepted?
A: We accept the following payment methods:
• Credit cards: Visa, Mastercard, American Express.
• Digital wallets: Apple Pay, PayPal Wallet.
Q: Are my payments secure?
A: Yes, all transactions are secured using SSL encryption to protect your personal and payment data.
Promotions
Q: Are there any promotions for new customers?
A: Yes, enjoy 10% off your first order with the promo code DNSPHERE10.
Contact
Q: How can I contact you?
A: For any questions or assistance, you can reach us at contact.dnsphere@gmail.com or via our contact form available on the website.
Q: Where are you located?
A: Our address is 14 route d’Ableiges, 95520 Osny, France.