FAQ

How do I open an account?

In order to place an order, you must have an account.

You can open an account by clicking on the following link: http://www.pinet-webstore.com/compte/Default.aspx
and clicking on ‘My Details’ to enter the information required to open an account.


How do I get my invoice?

The invoice is released when the parcel is dispatched and will directly display in the ‘Order Tracking’ section of the ‘My Account’ page.

Every invoice issued is allocated a specific order number.


How do I pay on the website?

You can pay online using a Visa or Eurocard/MasterCard card.

The transaction is performed by the BNP.


How can I track my order?

You can track your order by logging in to the ‘My Account’ section (http://ecommerce.pinet.eu/compte/Default.aspx) and clicking on ‘Track My Orders’.

You will find all the information relating to orders you have placed on the website as well as the status of the order (‘being processed’ or ‘dispatched’).


How will my parcel be shipped?

Once your order has been confirmed, the parcel will be prepared in our warehouse before being delivered to your door by our courier DHL.

We will provide you with a parcel number in the ‘My Account -> Order Tracking' section of the website. You will need this number in order to track your parcel via the courier’s website.


How do I return a product?

In the event of any problems with the goods you order (products listed on the order form but not delivered, faulty products, etc.), please contact our support service by email at assistance@pinet.eu.

Should you be required to return the goods, you will be asked to complete the returns note which can be found in the ‘My Account -> Track My Orders’ section of the website.
You will need to indicate the number of products returned, the reason for their return and the number on the delivery note enclosed in the parcel upon delivery on this document.
Once you have provided this information, print the document out and enclose it in the parcel which should then be returned to the address stated on the returns note.


How can I contact you?

Please contact us by email at assistance@pinet.eu
and we will get back to you as soon as we can.