Carre Lumière at your service
Frequently asked questions
Orders & Payments
Can I order a product that is not listed on the site? Yes, you can place an order for all the products of the brands we distribute, by contacting us by email via our form
I don't want to order online. Can I order the same items in store? Yes, all items on the website can be ordered in store.
Returns & Exchanges & Service
Who should I address my complaints to? For any complaint, log in to your personal space to access the “declare an after-sales service” form. Provide us with the following information: photos, purchase invoices, details of the malfunction, etc.
How does the after-sales service work? If this product is subject to warranty, the conditions and procedures to follow will be communicated to you. Upon receipt of your request by form, you will receive a confirmation that your request has been taken into account by email “CARRÉ LUMIÈRE – Confirmation of after-sales service request” If the product received has been damaged during transport, indicate this on the delivery note issued by the carrier in the form of “handwritten reserves” accompanied by your signature. Report the problem to us on the same day of delivery or at the latest on the first working day following delivery. If the product received is defective, contact us the same day of delivery or at the latest the first working day following delivery. Don't worry: the products sold on our site are covered by their manufacturer's/supplier's warranty! If ever the product received does not correspond to the one you ordered, or if a product is missing, the first thing to do is to indicate it on the delivery slip issued by the carrier. Then, report this error to us on the same day of delivery or at the latest on the first working day following delivery and we will react as soon as possible. If you are waiting for your product and the time announced in our order tracking email has passed, contact us (link to form) as soon as possible so that we can resolve the problem.
What is my withdrawal period? The right of withdrawal is the legal deadline of 14 days, imposed by the legislation. See General Conditions of Sale “ Article 15 – Right of withdrawal ”
Delivery & Installation
Which carrier will deliver to me? For our small packages, deliveries are made by Chronopost or Colissimo. For our large packages, deliveries are handled by our delivery team.
What is the Carré Lumière delivery area? For our small parcels: all of France. For our large parcels: department 01, 73, 74, Canton of Geneva and Canton of Vaud. Outside this area, contact us for conditions.
Do you assemble bulky furniture? Our teams assemble bulky furniture (table, sideboard, bed, wardrobe, etc.). This service is included in our service.
Do you install light fixtures? The installation of the lights can be carried out by our team: price on request.
Do you remove old furniture? No, our team does not provide this service.
Do you remove bulky items (boxes and packaging)? Yes, our team gets rid of you during the delivery and installation of your products.