FAQ

Please note that as soon as you can add a product to your basket, we have it in stock. Indeed, all the products visible on the e-shop site are available for sale.

Regarding products displayed as out of stock on our site, it is possible that they were sold out during the day. We invite you to register your email address in « notify me of its availability » to check if we have received a new shipment of the reference in question.

All product photographs are taken by experienced professionals, so that you have the most accurate view of the product as possible. 

However, if despite our best efforts there are any differences between our product photos and reality, we would be extremely grateful if you would let us know so that we can further improve their presentation.

If an item disappoints you in terms of its photo rendering, please note that for certain products, you can send it back to us and thus get a refund (please refer to our returns procedure for this).

 Regarding the products displayed as out of stock on our site, it is possible that they were sold out during the day.

We invite you to register your email address in « notify me of its availability » to check if we have received a new shipment of the reference in question.

Subscribe to our newsletter if you want to be informed in advance of any product arrivals and never miss out on our good deals.

A size guide is accessible from the product sheets. Any cutting details are also specified on each sheet.

You can also consult our complete size guide.

For any specific questions about a product, contact our customer service specifying the reference of the article concerned.

Before launching an internal investigation into your order, please check that you have not been the subject of a request for supporting documents linked to payment control procedures (fight against fraud). If this is the case, the status of your order in your customer account mentions: "waiting for documents" when a request for supporting documents has been issued.
This request has been sent to you by email, please check your junk mail box.

If this is not the case, after 2 working days, if the status of your order is still "in preparation", please inform customer service so that we can launch an investigation.

An error in your address has been identified in the following cases:

- your tracking mentions package returned to sender due to causes such as "incomplete address" / "incorrect address" / "does not live at the address indicated".

- your order has already been shipped and you have noticed an address error. (it will return to us within 8 days to 2 weeks due to incorrect or incomplete address).

- your order is being prepared and you have noticed an address error.

Please contact customer service, specifying your correct address or your new destination address, as completely as possible.

If it is a recent construction, we invite you to check with Chronopost beforehand that this address is well known and/or that it is not another official or provisional address to be provided.

Before initiating the investigation procedure with Chronopost, please ensure that no member of your family, or neighbor, or guardian has received the package on your behalf. This is a case that we encounter frequently.

If you were absent for more than 14 days, it is also possible that the package was returned to us after the package was kept in a parcel relay. Your tracking then mentions package returned to sender/unclaimed package. 

If these checks have already been carried out, please contact customer service by email contact@rodier.fr or by telephone 01.48.87.10.30 so that we can open an investigation with Chronopost.

Indeed, to the extent that all our packages are delivered against signature, we will check that the receipt has been signed in order to try to identify the recipient of the package.

Before triggering the investigation procedure at the relay point concerned, please ensure that you have gone to the collection point indicated on the online tracking. Indeed, due to the deactivation of certain relays, it sometimes happens that your package is delivered to another relay nearby. By clicking on the date of your order at the top left in red on the online tracking, you will have details of the journey of your package.

If your parcel has remained in the parcel relay point for more than 14 days, it is also possible that the parcel has been returned to us after the parcel retention period at your relay point has exceeded. Your tracking then mentions "parcel returned to seller". 

If these checks have already been done, please contact customer service contact@rodier.fr or at 01.48.87.10.30 so that we can open an investigation at the relay point.

Indeed, to the extent that all our packages are delivered against signature, we will check that the receipt has been signed in order to try to identify the recipient of the package.

If your order is finalized, that is to say if you have already paid for your order online, it is currently impossible for us to modify its content subsequently for technical and logistical reasons. In fact, we cannot stop your order for modification before its departure, once it is validated, because it is already on the preparation logistics chains.

We therefore encourage you to place a new order for other products you may need.

You can return a defective product to Rodier warehouse at the following address:

Rodier Warehouse
Zac the gates of the Oise
1, rue Isaac Newton
Door 10
60230 Chambly

 
In the event of a defective product, after detection by Rodier, a prepaid return label will be sent to you by email.

To do this, please fill out the contact form by specifying the product concerned (reference number) as well as the description of the damage observed.

Please also tell us, if applicable, if you have refused the package from the carrier due to apparent damage to the package(s).

You have 14 working days from the date of receipt of your order to notify us of any conformity problem with the products received.
To do this, please fill out the contact form by telling us the product concerned (reference number of the product ordered) as well as those you received instead (reference number appearing on the packaging of the product received).

Please also tell us, if applicable, if you refused the package to the carrier due to this non-compliance noted upon delivery.

Rodier limits paper waste: return documents are therefore not systematically slipped into the package.

Log in to your customer account to view your order. If the return documents are not available or you cannot print them, contact our customer service indicating your order number.

At this time you cannot exchange a product purchased online on our site. You must return the products which will be refunded to you and then place a new order.

We invite you to order now the product / size you want as long as it appears available on our site.

Exchange is exceptionally possible on the same part in a different size or color if there is sufficient stock.

Return an item

In accordance with the provisions of article L. 221-18 of the Consumer Code, the customer has a period of 14 days to exercise their right of withdrawal without having to provide a reason. The starting point of the deadline is the day of receipt of the order by the customer or by the third party designated by him.
If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the first following working day.

To exercise your right of withdrawal, you can therefore return the product(s) concerned, in their original condition by following the procedure below: 

1. Edit your return slip and your return label which you will find on your customer account in " My orders ».

2. Prepare your package with the previously completed return slip. Package your items and attach your scrupulously completed return slip.

3. Stick the return label on your package which you will find in your customer account. 

4. Drop off your package at a relay point or the Post Office.

Please fill out the returns form that you will find in your customer account, then for each item, the references and quantities of the items returned and the reason for the return.

If you exercise the right of withdrawal within the aforementioned period and subject to compliance with the return conditions, Rodier sas will reimburse you the price of the product(s) purchased.

You can call 01.48.87.10.30 for any questions regarding the procedure to follow.

Return an item

In accordance with the provisions of article L. 221-18 of the Consumer Code, the customer has a period of 14 days to exercise their right of withdrawal without having to provide a reason. The starting point of the deadline is the day of receipt of the order by the customer or by the third party designated by him.
If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the first following working day.

To make a return, you can therefore return the product(s) concerned, in their original condition by following the procedure below: 

1. Edit your return slip and your return label which you will find on your customer account in « My orders » then in « see order ».

2. Prepare your package with the previously completed return slip. Package your items and attach your return slip.

3. Stick the return label on your package.

4. Drop off your package at a relay point or the Post Office

Please fill out the returns form that you will find in your customer account, then for each item, the references and quantities of the items returned and the reason for the return.

If you exercise the right of withdrawal within the aforementioned period and subject to compliance with the return conditions, Rodier sas will reimburse you the price of the product(s) purchased.

You can call 01.48.87.10.30 for any questions regarding the procedure to follow.

In the case of a product return or an incomplete shipment, a refund is normally made directly to the bank account linked to the credit card you used to make your purchase.

We ask you to carefully check your credit card statement beforehand. Also think about the deferred repayment period if it was a deferred payment card at the time of payment for the order.

This credit should appear in your account within approximately 6 to 10 business days once the return product has been received or as soon as the incomplete shipment has been made.

You will very soon be able to view the amount of this reimbursement in the "my reimbursements" section within your "my account" section on our site.

After all these checks, if you still have no news of your reimbursement, please fill out the contact form so that we can launch an investigation.

Our after-sales service can be reached at 01 48 87 10 30. You can also use our contact form.

If you are unable to edit your return label from your customer account, check that your browser allows pop-ups to open, and then try again.

If the problem persists, contact our customer service indicating your order number, or call 01 48 87 10 30.

Click here to access our contact form.

Click here to access our contact form.