Faq Sections

Products and Showroom

I want advice on the choice of terminals and the use of the management software. How can I reach you?

Please consult our following information pages, which will guide you in the choice of your charging stations:

Our customer service is also at your disposal, from Monday to Friday 9h-18h:

Tel: +33 3 67 10 41 41 (France)

+32 23 19 41 42 (Belgium)

Do you have a showroom?

Yes, come visit us. We would be happy to introduce you to the operation of our charging stations, charging cables and accessories, as well as our MyCarplug management software. Please make an appointment by email ( info@carplug.com ) or by phone (+33 3 67 10 41 41) before moving on. Our address is:

Carplug

Sphere Business Park
1731 Zellik

Belgium

Conditions to be respected for product returns

All returned items must be in new condition, intact and complete in their original packaging. They must be sufficiently well protected to avoid any damage during transit. For any questions, the customer service is at your disposal.

Shipping and delivery

What is the delivery time of my order?

48H. Once we have received payment for your order, you will receive it within 2 business days.

We ship our orders within 24 hours via the UPS professional delivery service! This time depends of course on the availability of our products which are indicated on our site. We may have supply defects on certain products. In this case, we warn the customer as soon as possible to offer him an equivalent product or a refund.

Where can I find the history of my orders ?

If you make the same orders on a regular basis, nothing can be more efficient than retrieving an old order and ordering it again. To do this, simply go to your order history in your customer area .

You will also find invoices for all your orders.

Why a cost of 9.90 € for delivery?

The cost of 9.90 € corresponds to the order picking and packaging costs, as well as the cost of our Pro delivery service with tracking via UPS.

Carplug wants to offer the best shopping experience possible to all of its customers, which is why the company has chosen the UPS Express delivery service, which is reputed to be one of the most reliable in Europe. The follow-up is automatic, by email, but also by phone. If UPS can not deliver you, the driver will call you to arrange another date and / or delivery location with you.

Your order will arrive within 48 hours after shipment, without damage, in almost 100% of cases.

Payment and Refund

How to pay for my orders?

Carplug accepts payments by:

Credit Card: Carte Bleue, VISA Card, MASTERCARD Card
PayPal
Bank transfer: The Carplug bank details are:

o Bank account: Carplug

o IBAN: FR7630027175330002015640131

o BIC: CMCIFRPP

All of our payment methods are detailed on secure payment

Is the payment system secure ?

It's a priority for Carplug to secure your payment details and all your personal data. That's why we took all the security measures at this level:

· Card payment: Card payment is secured by the CIC Monetico Service payment system. All your payment data is processed and encrypted by CICMonetico Service only, for maximum security. Neither Carplug nor any other party can access this data.

· Carplug.com site: The carplug site is on an https server, which meets the highest international cybersecurity standards. This means that the whole https://www.carplug.com site is secure, and that no third party can recover or hack the personal data and payment recorded on the site.

In case of refund, when can I see it in my bank account?

Carplug will confirm your refund by email. After receiving it, allow up to 7 days for the refund to appear on your bank statement.

In case of refund by Paypal, it will appear under 24 hours maximum.

Conditions of return

Claim time and litigation

On receipt of your order you have 14 days to establish your claim, in the following cases:

Product (s) arrived broken
You ordered the wrong product
You have received the wrong product
You are not satisfied with the quality of the product

Do I have to return the products?

Product (s) arrived (s) broken: YES, thank you to contact the customer service who will send you a UPS voucher
Product received different from the product ordered: YES, please contact the customer service who will send you a UPS return slip
Product ordered by mistake: YES and the return shipping costs will be your responsibility
Amount received different from the quantity ordered: in case of missing products, please contact customer service. We will process your request as soon as possible.

How long are the products sold on your site guaranteed?

All our products are guaranteed for 2 years, in accordance with the European legislation.