1/. Contact us
What are the hotline hours?
We are available by email: contact@shop-kaelis.frwe'll get back to you as soon as possible to guarantee you the best possible customer service.
How do I report a problem on the site?
Do you notice a blocking element on our site? A link that doesn't work or the impossibility of connecting to your customer account? You can contact us by e-mail at contact@shop-kaelis.fr
2./ My Account
How do I manage my account and change my details?
Go to "My account". Log in with the email address and password you chose when you registered, then go to the "My addresses" section to change the information you want.
How do I subscribe to or unsubscribe from the newsletter?
When you create your account on SHOP-KAELIS, you have the option of receiving the newsletter informing you of new products, special offers and news:
- When you place your order, tick the "subscribe to our newsletter" box
- On every page of our site, a request to subscribe is located in the footer, at the bottom right-hand corner of the page.
You can unsubscribe:
- When you receive our newsletter, click on the unsubscribe link at the bottom of the e-mail: "If this e-mail has bothered you and you no longer wish to receive messages from KAELIS click here"
- Log on to "My Account" in the "My personal info" section, uncheck the "Subscribe to newsletter" box
3/. My orders
How do I place an order on the site?
There are 5 steps to placing an order:
1st step "I validate my basket"
You can add the desired product(s) to your basket and then click on the "Validate my order" button to move on to step 2.
2nd step"Sign in
Already a customer, simply log in with your email address and password.
New customers, place your order by filling in the form with your contact details. This will enable you to be recognized each time you order and to earn loyalty points.
step 3"I validate my information
This step allows you to check your contact details and billing and delivery addresses. You can also add several addresses and manage your address book. To proceed to the next step, "validate"
step 4 "I choose my delivery and payment method"
All that's left now is to choose your delivery method: Colissimo, Mondial Relay or Chronopost to your home or to a delivery point.
Choose your payment method: CB / Paypal / Cheque.
Step 5 confirms payment validation and order processing.
Following these 5 steps, you will receive an order confirmation email, and you can track the progress of your order and your parcel at any time on your "customer area" - "my orders" section.
Your invoice will be sent to you by e-mail. Need to receive it again? No problem, contact us at the following address and we'll do what's necessary: comptabilité@shop-kaelis.fr
What payment methods do you accept?
We accept the following payment methods:
- CB (credit card): immediate payment enables us to process your order as quickly as possible.
All transactions are fully secured by SSL (Secure Socket Layer) protocol, so you can make your payment with complete confidence.
- Paypal a safe, fast and secure way to process your order immediately
- Cheque: as soon as your order has been confirmed, our postal address details are indicated and also sent to you by e-mail to enable you to send your cheque. Your order will be processed as soon as we receive your cheque.
Is payment by card secure?
All transactions are fully secured by SSL (Secure Socket Layer) protocol, enabling you to make your payment in complete confidence by choosing your method of payment: CB, Paypal, bank transfer or cheque.
What should I do if I have a problem with my order (payment problem, etc.)?
You can contact our teams from Monday to Friday at the following e-mail address: contact@shop-kaelis.fr.
How do I modify or cancel my order?
To cancel your order, simply contact our teams by e-mail.
Unfortunately, order modifications are not possible. If you wish to add one or more pieces, you will need 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. It contains all the information you need: delivery, products ordered, payment method and payment status.
How can I track my order?
The information is displayed in the "My account"/"Order history"section.The "Status" column shows the status of your order. To track delivery, click on the order reference.
When your parcel leaves our warehouse, a tracking email is automatically sent to you with a link enabling you to follow its progress.
How can I obtain an invoice?
All available invoices are sent by email when your order is validated. Need to receive it again? No problem, contact us at the following address and we'll do what's necessary: comptabilité@shop-kaelis.fr
How to use promo codes?
If you have a coupon code, you can use it in the field provided at step 1 of the shopping cart. The code will immediately be taken into account, updating your basket total.
If you are unable to use it, please contact us by e-mail or telephone.
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 to many countries. Our site is currently available in French andEnglish. Payments are made in the euro currency €. We deliver to many countries, and our delivery charges are calculated accordingly, whether for standard or express delivery.
Please select your country when validating your basket. Your country is not listed?Contact us by email on contact@shop-kaelis.fr
4/. Returns / Exchanges / Order or delivery problems
What do I do if I'm not happy with the items I've received? Returns, exchanges, refunds.
To do this, please read article 7 of the General Sales Conditions.
We invite you to return 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
On receipt & verification of the items, we will be able to offer you :
- A refund if the return is made within 15 days of receipt
- A credit note on our website for 12 months.
What should I do if the item(s) I receive don't match my order?
Contact our team by e-mail. We'll let you know how to return the item(s). In the event of an error on our part, we will cover the cost of the return.
What should I do if my parcel gets lost or damaged?
Lost package
If, 8 days after your order has been dispatched, you have still not received your parcel, please contact us by e-mail at contact@shop-kaelis.fr so that we can contact the carrier to make an enquiry:
If the parcel has not been found, we will resend the same parcel after compensating the carrier.
Damaged parcels
We make every effort to pack our products with the utmost care. Nevertheless, we ask you to check your parcel on receipt. If your item appears damaged, please contact our team as soon as possible to inform us of the problem. If your parcel arrives open, we recommend that you refuse it or make a reservation on the delivery note.
I didn't have time to pick up my parcel at a relay point, so it's gone again. How can I have it re-delivered?
Please contact us by e-mail or telephone. Depending on the weight and delivery method chosen, a new payment link will be sent to you to resend your parcel. Please note that if you do not collect your parcel, our company will be billed for its return, as well as for the reshipment. In the event of an order cancellation and for purchases for which shipping costs were offered, we will deduct the same €8.90 from your refund. For customers who have paid postage, we will deduct €5.90.
What do I do if a product doesn't work, and what guarantees do I have?
For after-sales service, please send an email to contact@shop-kaelis.fr with your contact details, order number and reason for the after-sales service request. We will contact you as soon as possible.
5/. My loyalty points / rewards
What are loyalty points used for?
The more you order, the more you earn. When you place an order on our site, you accumulate reward points on products (excluding price reductions)
1 POINT = €1
Each time you place an order on our site, your Reward Points accumulate.
How do I convert my points into a discount voucher?
Your discount will be activated 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 to be transferred to your shopping basket. The voucher is valid for 1 year, and can be used for purchases of €10 or more (excluding shipping costs).
To convert your Reward Points into a discount voucher, log in 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 appear in your shopping basket under Discount voucher. Click on it and validate it by clicking on the ok button.
6/. Products / gifts
Are the products sold guaranteed?
Products sold are subject to standard manufacturer warranties.
What brands do you offer?
We offer the Japanese brands HONDA, TAKEGAWA and KITACO, as well as TRAILBIKES, NHRC, RISING SUN, KEPSPEED, SKYTEAM and many others.
If you're looking for a part that's not in our catalog, please don't hesitate to contact us!
How can I be sure that the product I want is available?
Our site is equipped with a synchronized stock management system. Stocks are constantly updated in real time. This gives you a snapshot of your stock at any given moment. All our products are indicated with their availability status:
- "In stock
- "Out of stock
- "On order" with an availability lead time.
Do you offer gift vouchers? How can I use them?
We offer personalized gift vouchers in amounts ranging from €30 to €200.
You can contact us to order them at contact@shop-kaelis.fr
Each gift voucher has a unique promo code for the chosen value. This code is to be entered in your shop-kaelis.fr basket in the "promo code" box. The associated value will be automatically deducted from the basket amount.
All gift vouchers are for one-time use only. It is not possible to split the amount of the gift certificate.
Each KAELIS gift voucher is valid for 1 year from the date of purchase.
6/. Communication / partnership
How can I set up a partnership with KAELIS?
For all partnership requests, please send your inquiries to communication@shop-kaelis.fr
I'm a professional. Can I benefit from special discounts?
We cannot offer discounts to professionals. Our prices are carefully calculated to offer quality products at very competitive prices to both private and professional customers.
How can I get KAELIS stickers?
Feel free to leave us a message in the comment space when you place your order, and our preparers will slip you the KAELIS stickers & other brands, subject to availability.
Avis Garantis - What is it? Why take the time to answer the questionnaire?
Avis Garantis is an independent online review community. It enables customers to give their opinion on an e-merchant site and the quality of its service. This shared experience gives potential buyers more information and helps them make their purchases.
For e-merchants, it enables them to get closer to their customers and remedy any problems encountered.
The questionnaire is sent out 15 days after the order has been placed, and takes just a few minutes to complete.
We thank you in advance for taking the time to answer it for customers who need reassurance, and so that we can provide a quality service.
