1/. Contact us
What are the hours of the hotline?
We are available by email: contact@shop-kaelis.frwe will give you an answer as soon as possible in order to guarantee you a quality customer service.
How to report a problem on the site?
You notice a blocking element on our site? A link that does not work or the inability to connect to your customer account? You can contact us by mail at contact@shop-kaelis.fr
2./ My Account
How to manage my account, change my details?
Go to "My account". Log in with the email and password you chose when you registered, then go to the "My addresses" section to modify the desired elements.
How do I subscribe or unsubscribe to the newsletter?
When you create your account on SHOP-KAELIS, you have the possibility to receive the newsletter informing you about new products, good deals and our news:
- When placing your order, check the box "subscribe to our newsletter"
- On all the pages of our site, a registration request located in the footer, at the bottom right of the page.
You can unsubscribe:
- When receiving our newsletter, click on the unsubscribe link located at the bottom of the email: "If this email has bothered you and you no longer wish to receive messages from KAELIS click here "
- Log into the "My Account" section in the "My personal information" uncheck the box "Subscribe to the newsletter"
3/. My orders
How to place an order on the site?
An order is made in 5 steps:
1st step "I validate my basket"
You can add to the basket the desired products and then click on the button "Validate my order" to go to step 2.
2nd step"I identify myself
Already customer, you just need to connect with your email and password.
New customer, you place your order by filling the form with your details. This will allow you to be recognized at each of your orders and to accumulate loyalty points.
3rd step"I validate my information
This step allows you to check your contact information and billing and delivery addresses, you can also add several addresses and manage your address book. To go to the next step, "validate"
4th step "I choose my delivery and payment method"
All that remains now is to choose your delivery method between Colissimo, Mondial Relay or Chronopost at your home or in a relay point.
Choose your payment method: CB / Paypal / Check.
The 5th step confirms the validation of the payment and the good progress of the order.
Following these 5 steps, you will receive an email confirming your order and you will be able to follow at any time the steps of your order and the tracking of your package on your "customer area" - Section "my orders".
Your invoice will be sent by email in attachment. Need to receive it again? No problem, contact us at the following address and we will do what is necessary: comptabilité@shop-kaelis.fr
Which payment methods are accepted?
We offer the following payment methods:
- CB (Credit card): immediate payment allows us to process your order as soon as possible.
All transactions are fully secured by the SSL protocol (Secure Socket Layer) allowing you to make your payment in complete confidence.
- Paypal a safe, fast and secure way to process your order immediately
- Cheque: as soon as your order is validated, our postal address is indicated and also transmitted by email to allow you to send your cheque. The order will be processed upon receipt of the check.
Is the payment by card secure ?
All transactions are fully secured by the SSL protocol (Secure Socket Layer) allowing you to make your payment in full confidence by choosing your method of payment: CB, Paypal, transfer or check.
How to proceed in case of problem during my order (payment problem...) ?
You can contact our team from Monday to Friday at the following email address: contact@shop-kaelis.fr.
How to modify or cancel my order ?
To cancel your order, you just have to contact our team by email.
The modifications of order are unfortunately not possible. If you want to add one or more pieces you will have to place a new order.
How can I be sure that my order has been registered?
The status of your order is systematically sent by email. On this email you will find all the information: delivery, ordered products, payment method and payment status.
How can I follow the steps of my order?
The information appears in the "My account"/"Order history" section.The "Status" column indicates the status of your order. To track the delivery, click on the order reference.
When your package leaves our warehouse, an email is automatically sent to you with a link that will allow you to follow its progress.
How to get an invoice ?
All the invoices are available are sent by email during the validation of your order. Need to receive it again? No problem, contact us at the following address and we will do the necessary: comptabilité@shop-kaelis.fr
How to use the promo codes?
You have a coupon code, you can use it in the field provided for this purpose at step 1 of the cart. This one will be immediately taken into account updating the total of your cart.
If you can't use it, you can contact us by email or by phone.
Can I pick up an order directly in store?
We only offer online sales with home delivery or relay point. It is not possible to pick up an order in person.
Can I order from abroad?
You can order and have your order delivered in many countries. Our site is currently available in French andEnglish. Payments are made with the currency euro €. We deliver to many countries and our delivery costs are calculated according to the country, whether it is standard or express delivery.
Choose your country when you check out. Your country is not in the list?Contact us by email on contact@shop-kaelis.fr
4/. Returns / Exchanges / problems with the order or delivery
What to do if the items received are not suitable for me ? Return, exchange, refund.
For that we invite you to read article 7 of the general conditions of sale.
We invite you to send back the product(s) 100% new and in their original packaging with a copy of the invoice to the following address
KAELIS
ZA La Valdonne
13124 PEYPIN
Upon receipt & verification of the elements, we will be able to offer you :
- A refund if the return is made within 15 days from the date of receipt
- A credit note on our site for a period of 12 months.
What to do if the item(s) received do not correspond to my order?
Contact our team by email. We will inform you of the procedure to follow for the return. In case of error on our part, we will take the return costs at our charge.
What to do if my package is lost or damaged ?
Case of a lost package :
If 8 days after the shipment of your order, you still have not received your package, contact us by email at contact@shop-kaelis.fr so that we can launch a search with the carrier:
If the parcel has not been found, we will send the same parcel back after compensation from the carrier.
Case of a damaged package :
We strive to pack our items with the utmost care. Nevertheless, we ask you to check your package upon receipt. If your article seems damaged, we ask you to contact our team as soon as possible to inform us of this problem. If your package arrives open, we recommend that you refuse the package or make a reservation on the delivery note.
I did not have time to pick up my parcel at a relay point, it has left. How can I have it delivered again ?
We invite you to contact us by email or by phone. Depending on the weight and the delivery method chosen, a new payment link will be sent to you for the reshipment of your package. Please note that if you do not pick up your package, the return of the latter is charged to our company, as well as the reshipment. In case of cancellation of an order and for purchases for which the shipping costs were offered, we will deduct the same amount of 8.90€ from your refund. For customers who have paid the shipping costs, we will deduct the sum of 5,90€.
What if a product does not work, what are the guarantees?
For an after sales service, please send an email to contact@shop-kaelis.fr with your contact information, order number and reason for the request. We will contact you as soon as possible.
5/. My loyalty points / my rewards
What is the purpose of loyalty points?
The more you order, the more discounts you get. When you place an order on our site, you accumulate reward points on products (except crossed out prices)
1 POINT = 1€
With each order placed on our site, your reward points are accumulated.
How to transform your points into a discount coupon?
You can trigger your discount as soon as you have placed 3 orders on our site https://www.shop-kaelis.fr/en/.
This reward will then be transformed into a discount voucher which will be transferred to your basket. It will be valid for 1 year and you will be able to use it from 10€ of purchase (excluding shipping costs).
To convert your reward points into a discount voucher, connect to your Shop-Kaelis account. In the My Rewards tab, convert your reward points into a discount voucher by clicking on the corresponding phrase. A code will then be proposed to you in your shopping cart under Discount Coupon. Click on it and validate it by clicking on the ok button.
6/. The products / the gifts
Are the products sold guaranteed?
The products sold are subject to the standard manufacturers' guarantees.
Which brands do you propose ?
We propose the Japanese brands HONDA, TAKEGAWA and KITACO, but also TRAILBIKES, NHRC, RISING SUN, KEPSPEED, SKYTEAM and many others.
If you are looking for a part that is not in our catalog, please contact us!
How can I be sure that the product I want is available ?
Our site has a synchronized stock management system. The stocks are permanently updated in real time. This way you have a picture of the stock at the moment. All our products are indicated with their availability status:
- "In stock"
- "Out of stock
- "On order" with an availability delay displayed.
Do you offer gift certificates? How can I use them?
We offer customizable gift certificates with amounts ranging from 30 to 200 €.
You can contact us to order them at contact@shop-kaelis.fr
Each gift certificate has a unique promo code of the chosen value. This code is to be transferred in your shopping cart shop-kaelis.fr in the box "promo code". The associated value will be automatically deducted from the cart amount.
All gift certificates are for one time use only. It is not possible to split the amount of the gift certificate.
Each KAELIS gift certificate is valid for 1 year from the date of purchase.
6/. Communication / partnership
How to set up a partnership with KAELIS?
For any partnership request, send your requests to communication@shop-kaelis.fr
I am a professional. Can I benefit from specific discounts ?
We cannot offer discounts to professionals. Our prices are calculated as accurately as possible in order to offer quality products at very competitive prices to both individuals and professionals.
How to get stickers KAELIS?
Do not hesitate to leave us a message in the space comment at the time of your order, our preparers will slip you the stickers KAELIS & other marks within the limit of the availabilities.
Trust Pilot - What is it ? Why take the time to answer the questionnaire ?
Trust Pilot is an independent online opinion community. It allows the customers to give their opinion on an e-merchant site and the quality of service. This experience sharing allows potential buyers to have more information and helps them to make their purchases.
For e-merchants, it allows them to be closer to their customers and to remedy any problems encountered.
This questionnaire is sent 15 days after the order and takes only a few minutes.
We thank you in advance for taking the time to answer it for the customers who would need to be reassured and so that we can provide a quality service.
