Customer Faq

 

Do you have a question about your order, payment or account? We've put together a FAQ to help you. If you can't find the answer you're looking for, please don't hesitate to contact us.

Payment

I've selected the wrong payment method. How can I change it?

It is not possible to change the payment method after selection. We invite you to abandon and renew your order.

Unpaid orders will not be processed. If you inadvertently click on "bank transfer", but wish to pay by credit card.
Simply repeat your order. The unpaid bank transfer order will be automatically cancelled.

 

How long does it take to order by bank transfer?

When you place your first order on our site, we ship orders by bank transfer as soon as we receive payment. Bank transfers are received on our side within 1 to 3 working days .

For our loyal customers (more than one order), we ship the order the same day, if you provide us with proof of transfer.

 

Working days : Working days are days on which we work. They run from Monday to Friday, excluding public holidays (except for Chronopost and Colissimo, whose services are open on Saturdays). If an order arrives on Friday evening, the next working day will be Monday.

 

How do I know if my order has been processed?

Once your order has been validated, you will receive a confirmation e-mail from us with a summary of your order. If you can't find this e-mail, please check that it hasn't been automatically placed in the "spam" section .

 

For orders paid by credit card, the e-mail is sent within a few minutes (almost instantaneously). For orders paid by bank transfer, the e-mail is sent within 1 to 3 working days, as soon as we receive the payment .

 

Delivery

Has my order been shipped?

We ship every order from Monday to Friday. Same day if received before 2pm. Colissimo orders are also dispatched on Saturdays if validated before 10am.

 

You'll receive an e-mail from the carrier as soon as your order has been scanned, in the late afternoon from Monday to Friday, and around midday on Saturdays with Colissimo only.

 

Don't hesitate to check your spam if you haven't received anything by the end of the day, otherwise you can contact us.

 

How do I know if my order will be delivered today?

For each carrier, please copy/paste the tracking number received by e-mail.

Then go to the website of the carrier responsible for your delivery:

Colissimo: https: //www.laposte.fr/outils/suivre-vos-envois
GLS: https: //gls-group.com/FR/fr/home/
Chronopost : https://www.chronopost.fr/fr/suivi-colis

Then paste the code into the tracking bar:

If the parcel is put into delivery/collected by the delivery driver, this generally means that you will be delivered within the day (this information is usually updated before 10am). Delivery takes place in several stages:

 

Colissimo :

1. Your Colissimo will soon be in our hands! It is currently being prepared by your sender: we are in the process of preparing your order.
2. Your parcel has been dropped off at a postal outlet: the parcel has left our premises, and the delivery driver will take it to a sorting center.
3. Your parcel is in transit on our logistics platforms: the parcel will be directed to a sorting center located in your region.
4. Your parcel is at the delivery site serving your address. We are preparing it for delivery: the parcel is about to be picked up by a delivery driver in your town.
5. Your parcel has been delivered: the parcel has been delivered to you. If this is not the case, please contact us.

GLS :

1. In preparation: we are in the process of preparing your order.
2. Routing: once your order has left our premises, it is routed to a sorting center.
3. Delivery agency: the parcel will be sorted and picked up by a local delivery driver.
4. On delivery: the deliveryman has taken charge of your parcel and should bring it to you on his rounds.
5. Delivered: the parcel has been delivered to you. If this is not the case, please contact us.

Chronopost :

1. Parcel collected from sender: the parcel has left our premises and is taken to a sorting center.
2. Sorting carried out in the outgoing branch: the parcel has been sorted and will be sent from the sorting center to another sorting center in your region.
3. Sorting at the distribution office: the parcel has been sorted at the distribution office in your area, and will now be picked up by the delivery drivers in your town.
4. Parcel being delivered by the deliveryman: the deliveryman has taken charge of your parcel and should bring it to you on his round.
5. Delivery made: the parcel has been handed over to you by the deliveryman. If this is not the case, please contact us.

The carrier will send you a tracking sms before your package is delivered. Parcel tracking is accurate in most cases. However, errors and unforeseen circumstances (snow, road accidents, demonstrations, etc.) can occur. In such cases, the day or time may change, but you will not be notified by SMS. To be sure of the day and time of delivery, check the tracking on your carrier's website.

 

How do I know if my order is late?

Delivery times are given in working days (Monday to Friday) and should be taken into account as soon as the order has been dispatched.

 

For example, an order placed with GLS on Saturday morning will be dispatched on Monday, and may be delivered on Tuesday or Wednesday, depending on the delivery times announced.

 

Working days : Working days are days on which we work. They run from Monday to Friday, excluding public holidays (except for Chronopost and Colissimo, whose services are open on Saturdays). If an order arrives on Friday, the next working day will be Monday.

 

What should I do if my parcel is late?

If your parcel is delayed, please contact us before contacting the carrier. We can find a solution, or unblock the situation very quickly, and we undertake to offer a commercial gesture for every order that is delayed.

 

My account

I can't connect to my account

Placing an order or subscribing to our newsletter does not automatically create an account. It is possible to place an order without having an account. You can create a new account, and we will then link your orders to your account.

 

I created my account after placing my order

Please send us an e-mail to contact@cbdoo.shop. We will link your order to your account.

 

I did not receive the correct grammage in my order.

In our packaging process, items are checked twice for weight. The first time is during bagging, and the second just before shipping.
What's more, these two checks are carried out by two different employees using two different scales. This process enables us to avoid weight problems.

 

Think you've received the wrong weight? Check the weight of your order using a precision scale (to the nearest milligram). Remember to check that the tare is correctly set (that the scale is at 0 before weighing) and that your scale is working correctly by weighing another object.

 

If the weight is still not correct, please contact us.

 

I have not received the product I ordered / a product is missing

As with grammage, we check the contents of each order several times during the shipping process.
What's more, every order is photographed before shipping. If your order is incorrect or incomplete, we'll check the photo of your order. Then we'll sort it out.

 

Please bear with us in the event of an error on our part, as we do our utmost to satisfy you. If an error does occur, please bear in mind that we work 7 days a week to satisfy you and that, even during promotional periods, we send ALL your orders on time. At CBDOO, you don't have to wait 4 working days for your order to be dispatched. If you order before 2pm, your order will be dispatched the same day! (before 10am on Saturdays for packages handled by Chronopost).

 

Any other questions?

Do you have another question about our products and services? Don't hesitate to contact us, we'll be happy to help. Remember, we're not just another website - here, the customer really is king. We'll always find a solution to satisfy you (even if the problem comes from one of our service providers).