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I've registered an order but I do have more questions

2.1 I've registered an order, when whill I receive it ?

The delivery date has been communicated to you several times during the buying process and via the order confirmation email. If this email has been accidentally thrown away, you can find the information on your customer account or send us an email : info@equi-clic.com

As a reminder, a colour system helps to understand which product is in stock and which is not.

• text in green: the product is waiting for you at our warehouse.
Produit en stock

• Text in orange: the product needs restocking and "Shipped within x to x days" indicates the time we need to get the product.

Produit avec réapprovisionnement


How is the delivery date determined ? :

  • Shipping time (24 to 48 h) : verify the order (product, address,...) + prepare the order + have the parcel picked by the carrier.
  • Delivery time depends on the carrier you picked up.

Temps de livraison

2.2 My parcel has not arrived at the Pick Up Store Mondial Relay, what is going on ?

To track the parcel :

1°. In your client account, check "my orders",

2°. Click on "Track my parcel". What may have happened :

  • You have not received the text message or mail inviting you to collect your parcel, that's not a big deal... if the parcel has been delivered you still can go to pick it up with your id card. You have 10 days to pick it up.
  • The parcel may have been delivered to an another pick up store. This might happen when the store originally chosen is closed for holidays.
  • Up to the tracking information, the parcel is not moving, please contact us : info@equi-clic.com

2.3 I'm still waiting for the delivery ?

To track the parcel :

1° In your client account, check "my orders",

2° Click on "Track my parcel". What may have happened :

  • Delivery notice in your mailbox: you have 10 days to pick up your parcel.
  • Parcel « sent back to the shipper» : The parcel get damaged, the delivery address is not correct,... those are reasons why a parcel might be sent back to us. Once we receive and check it, we will inform you to have the parcel sent again.
  • Parcel « delivered» : Tracking information indicates that the parcel has been delivered but you don't have received it. May we ask to check with the neighbors if they could have it. If it not the case, please contact us : info@equi-clic.com
  • Up to the tracking information, the parcel is not moving, please contact us : info@equi-clic.com

2.4 I've not picked up my parcel in time and it has been returned back, what should I do ?

Your order will be sent back to us if you have not picked it up in time. Once we receive it, we'll send an email to inform you.

You can ask :

  • To have the parcel shipped again.
  • To have the order cancelled and refunded.

2.5 How to cancel my order ?

  • If the order has not been shipped yet, just send us an email to info@equi-clic.com.
  • If the order is being prepared : it is quite complicated to look for a brown box among other brown boxes. If time is too short to look for your parcel and put it aside, we would advise to turn the parcel down or refuse the delivery. As the consequence, the parcel will be sent back to us automatically and we will be able to process with the refund.
  • If the order has been sent already : The carrier can stop the delivery process. We would advise to turn the parcel down or refuse the delivery. As the consequence, the parcel will be sent back to us automatically and we will be able to process with the refund.

2.6 I would like to change the delivery address, is it possible ?

  • If the order is still with the status "Backorder" in your client account, please send us an email to info@equi-clic.com with the new address
  • If the order is being prepared or has been shipped, unfortunately this is too late. 

2.7 I've registered an order as a "guest", how can i track my order ?

By clicking on : https://equi-clic.com/gb/suivi-commande-invite