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Customer service
Contact us by email:
Please use the email address: [email protected]
Our postal address:
1 The Wet Pit,
08270 Viel-Saint-Remy,
France
Are you having a problem with an order? Consult our Customer Service and exercise your rights.
Contact us by phone:
A telephone service is available to you on the following days:
Monday Tuesday Thursday Friday : 09:30 – 12:00, 13:30 – 17:30
Telephone service closed on Wednesdays, Saturdays and Sundays.
Manufacturing and delivery
What are the manufacturing times?
The manufacturing and shipping of orders are carried out on working days. For manufacturing, allow a delay of 3 to 7 days depending on the order. The time required for manufacturing depends on the number of operations and their complexity, e.g. drilling, modification of the plate's writing, engraving of numbers.
As French artisans, each step, from the design of the plates to their manufacture, is carried out in our workshop and on demand. We thank you for your understanding regarding our production times, which, although short, remain essential to ensure quality service.
What are the delivery methods and times?
The delivery times indicated take effect from the dispatch of your order, i.e. once its manufacturing has been completed.
We offer the following delivery methods:
- Standard delivery to France: by green letter with tracking.
- Express delivery to France in 48 hours or 2 working days: to mainland France and Monaco as well as intra-Overseas.
- Delivery to international destinations: 8 days (indicative time, excluding customs processing).
Allow a few more working days for delivery outside mainland France.
(*) Important : The deadlines are those provided by our carrier La Poste. We would like to remind you that an incident beyond our control may cause a delay, for example in the event of exceptional bad weather or an incident related to shipping. Learn more
Return and refund
Replacement or refund of an order
We place customer satisfaction at the top of our priorities. Therefore, if you are not completely satisfied with your purchase, we encourage you to contact us to discuss a replacement or refund.
If there are any problems with your order, we offer the following solutions:
- Sending a new plate entirely at our expense;
- Full refund for your order, including initial delivery costs.
These options are subject to the following conditions:
- We must be informed of your decision by email or post.
- The request must be made within 30 days of receipt of the product.
- The product must be returned to the customer service postal address or destroyed (1).
- The product must be in its original condition, with no bends, damage or stamped numbers.
- This policy does not apply to personalized products, unless there is an error on our part (2).
(1) We cover all return costs.
Depending on the situation: a return label to print will be sent to you by email;
If this is not possible, you will be asked to advance the return costs, reimbursement will then be made upon presentation of the associated invoice.
Special case: During a dispute over an international shipment, you may be asked to send us a photo of the destroyed plate, in particular in order to verify that the serial number is no longer visible. In this way we can process your request more quickly and without incurring international transport times.
(2) We are committed to acting with complete honesty. If an error occurred during the manufacturing of your order, do not hesitate to notify us. A new plate will then be manufactured and shipped at our expense.
Our policy is based on the notion of reciprocity and shared honesty. This is why, when ordering, it is essential to acknowledge your responsibility in the event of an error on your part, whether it be a typo or the choice of an inappropriate plate, for example.
If you receive an order that meets your request, whether in terms of dimensions or customization, we will unfortunately not be able to provide a replacement or refund.
In case of error on your part:
Only virgin products that comply with condition 4. can be replaced or refunded. It will then be your responsibility to assume the costs and risks associated with returning the products.
Return address
We recommend using an insured and tracked postal service to avoid any loss during the returns process.
Please note that we can only issue a refund after we have received the products or obtained proof of receipt of the return. For more information, please see our General conditions (CGVU).
Please return the products to the following postal address:
Ardennes-Plates
1 The Wet Pit,
08270 Viel-Saint-Remy,
France
Thank you for your understanding and cooperation. We hope this policy will meet your customer service expectations. Please do not hesitate to contact us if you have any questions or concerns.