Help
Looking for information? The most frequently asked questions are listed in this space.
I would like to place an order:
♦ I can't pay by credit card
If your payment is declined when you confirm your order, either you entered your credit card details incorrectly, or there is a problem with your card and your bank is blocking your payment authorization.
Then check the numbers to enter:
- The 16 digits of your card (without spaces)
- The validity date (eg: 03/16 for March 2016)
- The last 3 digits of the security code (on the back of your bank card) called the cryptogram.
If all of this information is correct and the payment is declined on our server, there may be a problem with your card and you should contact your bank.
It could also be a blocked card, one that is not activated or one whose maximum limit has been exceeded.
♦ Which countries can I get delivered to?
We deliver to the following countries:
- Continental France and Corsica
- Zone OM1: Guadeloupe, Martinique, Guyana, Mayotte, Reunion, Saint Pierre and Miquelon.
- Zone OM2: New Caledonia and its dependencies, French Polynesia, Wallis and Futuna Islands, Southern Lands and French Antarctica.
- Zone 1: Belgium, Netherlands, Luxembourg, Germany
- Zone 2: Austria, Italy, United Kingdom, Ireland, Spain excluding specific territories, Portugal
- Zone 3: Switzerland, Sweden, Denmark, Estonia, Latvia, Lithuania, Czech Republic, Hungary, Poland, Slovenia, Slovakia
- Zone 4: Finland, Greece, Iceland, Maghreb, Malta, Norway, Türkiye, Specific territories Spain and Portugal, other Eastern European countries.
For any other destination, please send a request to customer service by email: serviceclients@manufrance.fr
♦ Why can't I create my account / log in with my email address?
Check that you have entered your email address correctly (e.g. .fr or .com)
If you no longer remember your password: click on "forgotten password", you will receive in the following minutes in the email box you provided, your password, which will allow you to log in again.
♦ How long will it take for my order to be delivered?
If all your items are available, your order will be delivered to you within 48 hours if you have chosen the GLS, Colissimo or Relais Colis option.
If you have chosen the collection option from Manufrance, the order is available the same day (Monday to Friday from 8:30 a.m. to 12 p.m. and from 1:30 p.m. to 5 p.m.).
♦ Can I have it delivered to another address?
Of course !
You order by mail:
You simply need to enter the desired delivery address on your order form.
You order by telephone:
Please provide this address to your advisor so that they can record it before confirming your order.
You place an order via our website:
Simply enter the desired delivery address in the appropriate fields.
♦ Can I receive a catalog?
We no longer publish a paper catalog; all our products are visible only on our two websites: www.plainesetforets.fr and www.manufrance.fr
♦ Which company will deliver to me and how can I contact them?
You order online:
You will receive a confirmation email with a tracking number indicating the name of the carrier who will deliver to you.
You order by telephone:
Our advisor will inform you of this, if you wish, when you place your order.
♦ How do I know if the items I am interested in are available?
Find the availability of the desired items on our website: www.manufrance.fr
Contact your advisor by phone at 04 77 21 29 92 or by email at serviceclients@manufrance.fr to confirm the availability of the desired items.
♦ What payment methods can I use?
You can adjust it:
- By Check (for an order of a minimum amount of €80: possibility of payment in 3 installments, you just need to attach 3 checks, the order is sent when the 3 checks have been cashed).
Send your payment by mail to Manufrance - 6, rue de Lodi - 42000 Saint-Etienne
- By credit card
- By transfer, with the following bank details:
Account holder: Manufrance Distribution
Account number: 15168400200
RIB key: 06
International bank code: 10468
IBAN: FR 7610468022951516840020006
BIC: SwiftBic: RALPFR2G
♦ Is it possible to collect my items in store?
You can pick up your order from Manufrance at 6 rue de Lodi - 42000 Saint Etienne
I placed my order:
♦ I have not received confirmation of my order, has it been taken into account?
If you placed your order by phone or mail, you will not receive an order confirmation. However, if you would like reassurance, we can still be reached by email at serviceclients@manufrance.fr or by phone at 04 77 21 29 92 .
If you placed your order online, you will automatically receive a confirmation email at the email address you provided, detailing all the details of your order.
If you haven't received it, check that the email address you gave us is correct!
♦ Is it possible to change the delivery location?
If you wish to change your delivery location, you must contact your Customer Service by telephone at 04 77 21 29 92 or by email at serviceclients@manufrance.fr .
If your order has already left, we will inform the carrier.
♦ Can I modify or cancel my order?
If you wish to modify one or more items in your order, or cancel it, contact Customer Service at 04 77 21 29 92 or by email at serviceclients@manufrance.fr
For all orders placed online, you will receive a confirmation email to validate your modification or cancellation.
♦ Can I view and track my orders?
Did you place an order online? Yes! Simply log in, click on "My Orders," and check their status:
- "Pending": your order has been processed by our services and is being prepared.
- “Shipped”: Your package is being sent by our carrier.
Did you place your order by mail or phone?
Contact your advisor by phone at 04 77 21 29 92 or by email at serviceclients@manufrance.fr to find out more about the status of your order.
♦ Can I print my order summary?
When you place an order, you will receive a summary of your order by email, which you can print.
♦ My order has been being prepared for several days, is this normal?
If your order still appears as "pending", this could be for several reasons:
- We expect supporting documents from you regarding orders for spare parts, weapons or ammunition (identity card, Manufrance liability waiver, valid hunting or shooting license).
- One of your items is not available, we will contact you to inform you.
- We are behind schedule in our preparations.
Do not hesitate to contact your advisor by telephone at 04 77 21 29 92 or by email at serviceclients@manufrance.fr to find out more about the status of your order.
♦ The delivery company came to my home several times, but I wasn't there, how can I collect my package?
You must have a delivery slip, contact them at the number left with your parcel number and a solution will be offered to you.
If you have any problems, please do not hesitate to contact us by phone at 04 77 21 29 92 or by email at serviceclients@manufrance.fr .
♦ I still haven't received my order
Several possibilities may arise:
- We are behind schedule in our preparations.
- Your package has been shipped and is being delivered
However, you can contact us at 04 77 21 29 92 or by email at serviceclients@manufrance.fr to find out the reason for this wait.
♦ How and where do I send the supporting documents for validation of my order?
The purchase of certain products on the website www.manufrance.fr requires the sending of supporting documents (identity card, hunting license, etc.).
To do this, you can send us your scanned supporting documents by email to the address: serviceclients@manufrance.fr specifying your contact details, customer number and order number, or by post to 6 rue de Lodi 42000 Saint-Etienne.
I received my order:
♦ The items received are not those I ordered, what should I do?
Contact your Customer Service who will guide you on returning and/or exchanging your order at 04 77 21 29 92.
Or send us an email to serviceclients@manufrance.fr , you will receive a response to your request.
♦ I would like to exchange or return an item, how do I do this?
The seller may be exempt from all or part of its liability if the non-performance of the contract is not attributable to it. If the customer has not refused delivery, they may return the product if it is defective. Regardless of the reason for return, the customer must contact the seller so that a reshipping solution can be offered. They must then return the product(s) intact, in their original packaging and in perfect condition. They must then indicate the reason for the return. Any return without prior consultation with the seller will not be subject to a compensation study.
♦ I lost my invoice, is it possible to obtain a duplicate?
Contact your Customer Service at 04 77 21 29 92 , who will send you a duplicate of your invoice by post or email.
Send us an email to serviceclients@manufrance.fr , providing your references, and we will return them to you by email or post.
♦ I have a technical question about using an item, who can help me?
Contact Customer Service at 04 77 21 29 92 or send us an email at serviceclients@manufrance.fr and we will respond to your request as best we can.
♦ I would like to be reimbursed, how will this work?
In accordance with the law, article L121-21 of the Consumer Code, the buyer has a period of fourteen calendar days from receipt of the products to exercise his right of withdrawal. He must contact the seller's customer service (04 77 21 29 92) or serviceclients@manufrance.fr. In the event of exercising the right of withdrawal, only the price of the product(s) concerned and shipping costs will be reimbursed by the seller. Return costs remain the responsibility of the customer. The customer must return the product, in its original packaging, in a clean and undamaged condition, such that it can be marketed again in new condition, and accompanied by proof of purchase. The seller may be exempted from all or part of its liability if the non-performance of the contract is not attributable to it.
