Faq Sections
Questions générales
o NON, pour des recharges occasionnelles. Vous pouvez recharger sur une prise renforcée spécifique via une borne mobile à condition de faire installer cette prise sur une ligne dédiée par un électricien spécialisé
o OUI, pour des recharges quotidiennes.Une borne est conseillée si vous vous rechargez tous les jours.La borne permet de recharger plus rapidement, et surtout, en toute sécurité
o NON, Il n’existe pas une borne par véhicule. Toutes les bornes pour domicile sont capables de recharger l’ensemble des véhicules électriques.
o 4h à 12h en moyenne avec une borne Wallbox, 24h avec une borne mobile connectée à une prise domestique.
o Pour calculer la durée exacte, il faut diviser la capacité de votre batterie par la puissance de votre borne.
Exemple : si vous rechargez votre Renault ZOE 40kW/h avec une borne de 7,4kw (c’est-à-dire monophasée 230V 32A), alors une recharge complète durera 40/7.4= 5h30
o NON, En Europe, la majorité des bornes ont une prise de type 2. En France, la prise de type 2 doit posséder un obturateur de sécurité (uniquement pour les particuliers à domicile). Ceci afin d’éviter tout contact accidentel avec les contacteurs de la borne. On appelle alors cette prise le Type 2S (S comme Shutter en anglais ou obturateur en français). Toutes les voitures électriques sont compatibles avec toutes les bornes de type 2. En France, il existe encore des bornes de type 3, qui peuvent recharger une voiture de type 2, à condition d’avoir un adaptateur T2-T3.
o Les prises à courant continu : sur l’autoroute, on trouve des bornes de recharge rapide, qui fonctionnent à courant continu. Il existe deux standards en Europe pour la recharge rapide : la prise CHAdeMO et la prise Combo CCS. La plupart des véhicules électriques possède une prise de type 2 pour la recharge lente, et une prise de type CHAdeMO ou CCS pour la recharge rapide.
o OUI. L’ensemble des bornes disponibles sur le marché sont résistantes à la pluie. Elles sont IP54 (indice de protection contre de fortes pluies).
Choix de ma borne et du câble
o Une borne se choisit avant tout sur base de la puissance et du mode d’activation qu’elle propose :
ü Puissance :
- Monophasée ou triphasée en fonction de l’installation
- Choisir un ampérage réglable de 10 à 32A afin d’adapter la puissance à votre installation
ü Activation :
- Plug and Play si borne de garage ou sur parking totalement privé
- Carte RFID si parking public, d’entreprise, ou de copropriété
o Le câble de recharge se choisit en fonction de votre voiture (monophasée ou triphasée), de la prise de la voiture (type 1 ou type 2) et de la distance entre la prise de la voiture et la borne (5, 7 ou 10 m)
Installation de ma borne
o NON. Il est préférable d’acheter une borne capable de s’adapter à votre installation
- Borne triphasée ou monophasée en fonction de votre installation
- La puissance de charge va être limitée à la puissance disponible de votre installation
- Si vous souhaitez une recharge plus rapide, il faudra demander à votre fournisseur électrique un ampérage de tableau général plus élevé
o Vous pouvez contacter l’électricien qualifié IRVE de votre choix à partir des sites suivants :
- CARPLUG : https://www.carplug.com/installateurs-agrees
- AFNOR : https://certificats-attestations.afnor.org/ (sélectionner « Qualification IRVE » dans « Référentiel »)
- QUALIFELEC: https://www.qualifelec.fr/
Products and Showroom
Please consult our following information pages, which will guide you in the choice of your charging stations:
- How to choose a charging station?
- How to install a charging station?
- How to use an electrical terminal?
- How to use the Carplug cloud management software?
- What facilities does Carplug already have?
Our customer service is also at your disposal, from Monday to Friday 9h-18h:
Email: [email protected]
Tel: +33 3 67 10 41 41 (France)
+32 23 19 41 42 (Belgium)
.
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 ( [email protected] ) or by phone (+33 3 67 10 41 41) before moving on. Our address is:
Carplug
Sphere Business Park
1731 Zellik
Belgium
Shipping and delivery
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.
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.
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.
-Your order is not sent: contact us as soon as possible so that we cancel your order and refund you.
-Your order is shipped: in this case, you must notify us by email and return your order within 14 days of receipt of the order to the following address:
Carplug
Sphere Business Park
Building 140-149
1731 Zellik
Belgium
Tel: +33 367 104 141
Email: [email protected]
Automatically you will receive by email, the new order statuses at each step. Since your customer account , you can always follow the progress of your order. And if you wish, you can contact our customer service from Monday to Friday from 9h to 17h at +33 367 104 141 (France) or +32 23 19 41 42 (Belgium), or by email at [email protected]
Payment and Refund
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
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.
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.
We are sorry, but we can not make this type of change. We will refund you on the credit card or Paypal account that was used for the order.
Order cancellation is possible, provided that your order is not being prepared or already shipped. It is necessary to contact customer service for any cancellation
Conditions of return
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
- 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.
All our products are guaranteed for 2 years, in accordance with the European legislation.
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.
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