Ma livraison

This information allows you to better understand our conditions for deliveries

Can I collect my order directly from SBE in Paris 8ème?

As a courtesy to some of our customers, we can also offer you to pick up your packages in Paris in the 8th arrondissement (see our address and map here).

However, since our warehouses are not physically at this address, we will have to get your package sent to our premises and impose a normal shipping fee.

If you are in a hurry and this can help you, you will also be able to pay by cheque when collecting from our premises.

I would like to make a comment or ask a question about my delivery

Do not hesitate to tell us any comments, specific details of delivery (place, code, schedule…), packaging of your order, we will pay careful attention to it.

You can do this when you validate your order ("ORDER SUMMARY") in the "MY VALIDATIONS" section/"My message". This message will accompany the entire production and shipment process of your order.

How do I get my package if I am not there when it is delivered?

In case of absence during a TNT delivery, the carrier will leave an attempted delivery note and will automatically come back the following day at the same time.

If no one is there to accept delivery this time, the carrier will leave you a notice of attempted delivery, notify us and keep your parcel in their depot for a period of 15 days. You will then be able to pick up the package at the carrier's depot or notify SBE of new delivery instructions that we will forward to the carrier. In the latter case, additional charges may be imposed.

To send us new instructions about your order, go to your customer area on your order history. Click on "View details" of the current order, and at the bottom of the "MESSAGE" box you can send us a message about your order. 

You can also follow the progress of your package on the TNT site at any time (http://www.tnt.fr/) with the parcel tracking number sent to you by email when expedited, tab "FOLLOW A PARCEL". 

In case of difficulty, you can also contact TNT directly on the following numbers: 

National Customer Service: 0825.033.033 (€0.15/min incl. tax.) Monday to Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 12 p.m

International Customer Service: 0825.071.071 (€0.15/min incl. tax.) Monday to Friday from 7 a.m. to 7 p.m.

In the event of absence during a Chronopost delivery, the carrier will leave you an attempted delivery note in your mailbox that will allow you to pick up your package at the nearest post office from your address.

Packages are kept at the post office for 15 calendar days. In case of non-collection within the time limits set by the carrier, the products will automatically be returned to SBE.

To send us new instructions about your order, go to your customer area on your order history. Click on "View details" of the current order, and at the bottom of the "MESSAGE" box you can send us a message about your order. 

You can follow the progress of your shipment at any time on CHRONOPOST (http://www.chronopost.fr) with the shipment tracking number sent to you by email when it was shipped, tab "FOLLOW A SHIPMENT".

On receipt, the package is damaged. What should I do?

You must ensure that the package received is in good condition at the time of delivery.

If the package appears slightly damaged but acceptable, indicate this on the delivery slip "Subject to unpacking" and specify the condition of the package before opening, and sign. Then check the contents and contact the SBE Customer Service if certain products appear defective.

If the package appears to be in very bad condition, refuse it by indicating the condition of the package (open, broken material, clear major damage). Then contact SBE customer service so we can resolve the problem with the carrier and reship the products as soon as possible.

What should I do in the case of damaged, missing or erroneous items?

If an item is damaged or does not conform to your order you may:

- Either send us a message directly from your order history (the easiest way to find your order quickly) by going to your order history in your customer area. Click on "View details" of the current order, and at the bottom in the "MESSAGE" box you can send us a message, telling us about the nature of the problem. We will contact you very quickly, as soon as we have a solution to offer you.

- Or contact SBE customer service, specifying your order number.

In case of missing or incorrect items (wrong reference delivered), check first on your delivery slip or in your order history that there was no error when selecting your products. If there was an error on your part, you can return the erroneous product delivered by the return product procedure and then reorder the desired product from us.

If the desired product appears on the delivery slip or in your order history, it is probably an error on our part when processing your order. In this case, follow the same procedure as above in the case of a damaged article to alert us of this error.

How do I track my shipment?

To track the shipment of your package, you must first ensure that it has been passed into "Shipped" status in your order history.

Once in a "Shipped" status, you will receive an email advising you that your order has been processed and that the selected carrier is now responsible for the shipment and delivery of your package.

A shipment tracking number and the internet address of the carrier will be provided for you, allowing you to track the shipment of your package directly from the carrier's site.

Please note that for most products in stock and for delivery in France, the shipment time may be very small, in the order of one to two days, and you may receive your shipment before the status has been updated.

My invoice is not attached to the order?

Your invoice is not issued by the sbedirect site, but directly by our accounts dept. after verification. That is why you may not receive your invoice immediately upon placing the order.

Your invoice will be sent automatically by email in Adobe Acrobat format (PDF) within 24 to 72 hours after delivery of your package. 

You can also retrieve your invoice directly in your customer area /My order history by clicking on the PDF icon in the Invoice column corresponding to your order.

How do I get a duplicate of my invoice?

You can easily retrieve a duplicate of your invoice directly in your customer area / My order history by clicking on the PDF icon in the Invoice column corresponding to your order.

08:12:16