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Frequently asked questions
Here you’ll find answers to the most frequently asked questions about purchasing on this platform.
Please read our General Terms and Conditions.
For detailed technical information on our products, go to downloads.
You can also contact us.
1. Customer account
You can contact our Customer Service by e-mail at studio[at]sammode.com or by telephone on +33 (0)1 43 14 83 90 (Monday to Friday, 09:00 to 12:30 and 13:30 to 18:00).
To create your account on the SAMMODE online store, enter your e-mail address, which becomes your login, and the other required information in the appropriate fields.
Changing your password or billing information is easy. Click on “My account” and enter your login and password. Once logged in, you can view and modify your personal information.
When you click on the forgotten password link, please enter the e-mail address you used to create your account. Your password will be e-mailed to you immediately. Please check your junk mail or spam folder if you do not receive it.
The information you give us to process your order will only be used within the framework of our commercial relationship. Under no circumstances will this information be shared with third parties or sold. In accordance with the French Data Protection Act of January 6, 1978, you have the right to access, rectify and delete your personal data. You can exercise this right by contacting our customer service department. In the event of inactivity on your part, your data will be deleted after 36 months. Your payment details (credit cards) are only used for payment with our secure payment partner Monetico CIC. We do not store any of your payment information.
2. Ordering
To place an order on the SAMMODE boutique, simply browse the site by accessing the products offered in the various categories. Choose the items you wish to purchase by clicking on “Add to basket”. Once your products are in the basket, you can check the contents by clicking on the basket, then click on the “Checkout” button. Our lighting fixtures are entirely made to order on our production site, which has always been located in the Vosges.
What is the delivery time for my order?
Your orders are handled entirely by SAMMODE. Our lighting fixtures are made to order at our production site, which has always been located in the Vosges region of France. Consequently, lead times vary according to the product. You will find the estimated delivery time on the relevant product page, as the same product may have different delivery times depending on the finishes selected. The delivery time is an estimate including the manufacturing time of the chosen version as well as the shipping time extended to all EU countries to which we deliver. The delivery time will be refined at the last stage of the order process according to the country of delivery chosen. If you are purchasing several products, the longest delivery time will be assigned to your order. We prefer grouped deliveries to limit our environmental footprint. Once you have placed your order, you will be informed by e-mail of the preparation and dispatch of your parcel.
We send you a confirmation e-mail a few minutes after your order has been validated. This e-mail will contain a summary of your order and a reminder of the estimated delivery time. We keep you informed of the progress of your order by e-mail. In the event of any difficulty, our Customer Service is also at your disposal.
As our products are made to order, you can request an exceptional modification to your order within 24 hours by contacting our customer service department. After this time, no changes can be made. In the event of difficulty, our customer service is also at your disposal.
3. Payment
We accept the following payment methods: Credit card, Visa, Mastercard & Paypal. Payments are fully secured by our partner Monetico CIC.
Monetico CIC has been developed so that you can make your payments in an ergonomic, user-friendly environment, with optimum security and respect for privacy. Monetico CIC is the payment solution adopted by several thousand e-commerce sites. You’ll recognize these sites by the words “Monetico CIC secure payment”, which appear on the payment page.
It is also possible to pay in 3 instalments, free of charge. Payment by instalments is totally secure and managed by our partner COFIDIS.
Remember to check the validity date of your discount code. Be sure to enter your code case-sensitive and without spaces. Remember to clear your computer’s cache. If your code works, a text will be displayed to let you know that your code has been taken into account. Codes are not cumulative: if you have several, only one of them can be used for your order. Once you’ve followed these procedures, if the code doesn’t work, don’t hesitate to contact customer service by e-mail at studio[at]sammode.com or by telephone on +33 (0)1 43 14 83 90 (Monday to Friday, 8.30am to 6.30pm).
4. Delivery
Depending on the size of your order, we offer delivery by Colissimo or via the DB Schenker transport company. Delivery will be made to the address given at the time of ordering.
Delivery charges are calculated automatically when you place your order, according to the country of delivery you have chosen. You can check this amount at the last stage of the shopping basket. For your information, delivery is free for all orders within metropolitan France.
Your orders are handled entirely by SAMMODE. Our lighting fixtures are made to order at our production site, which has always been located in the Vosges region of France. Consequently, lead times vary according to the product. You will find the estimated delivery time on the relevant product page, as the same product may have different delivery times depending on the finishes selected. The delivery time is an estimate including the manufacturing time of the chosen version as well as the shipping time extended to all EU countries to which we deliver. The delivery time will be refined at the last stage of the order process according to the country of delivery chosen. If you are purchasing several products, the longest delivery time will be assigned to your order. We prefer grouped deliveries to limit our environmental footprint. Once you have placed your order, you will be informed by e-mail of the preparation and dispatch of your parcel.
We currently deliver to the following countries in addition to mainland France: Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Poland, Portugal, Spain and Switzerland.
If you still haven’t received your parcel after the deadline and no delivery notice has been left, please check the status of your parcel on the transport company’s website. You can also contact customer service by e-mail at studio[at]sammode.com or by telephone on +33 (0)1 43 14 83 90 (Monday to Friday, 8.30am to 6.30pm).
If this is the case, please contact the online store’s customer service department to find out how to proceed. The service can be reached by e-mail at studio[at]sammode.com or by telephone on +33 (0)1 43 14 83 90 (Monday to Friday, 8.30am to 6.30pm).
5. Returns and refunds
You have a 14-day cooling-off period from receipt of the package. To return your order, please follow the 3 steps below:
- Contact the online store’s customer service department, which will provide you with the returns form and instructions on how to proceed. The service can be reached by e-mail at studio[at]sammode.com or by telephone on +33 (0)143 144 145 (Monday to Friday, 8.30am to 6.30pm).
- Hand in your item (including the return slip) in its original packaging. Only items returned in their original condition will be accepted and refunded.
- Send the parcel by Colissimo with tracking to the following address: SAMMODE – Service retour eshop – 4, route d’Enfonvelle – 88 410 Châtillon-sur-Saône – France
If the return is due to an error on our part, we will, of course, reimburse the full cost of reshipment upon presentation of proof. If, on the other hand, you are not satisfied with your product, you will be responsible for the return shipping costs, and we will refund your order.
Your refund will be made to the credit card used for payment by crediting it back to “sammode.com/studio”, via our payment partner Monetico CIC, within 30 days from the date of return of the parcel.
6. TECHNICAL PROBLEMS
These e-mails can be found in your “junk” mail or “spam” folder in your e-mail software, which is increasingly sensitive to protecting the privacy of its users by identifying e-mails that are not part of your contacts, for example. We recommend that you authorize the https://studio.sammode.com/ domain in your anti-spam tool and/or e-mail program.
If your payment doesn’t go through, check that your card numbers and expiry date are correct. Check with your bank to make sure they are not blocking your payment. For security reasons, Customer Service does not have access to your bank details, but will be happy to help you.
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