Frequently Asked Questions

Welcome on our frequentely asked questions page. We have grouped all the frequentely asked questions down here, to help you find all the information you are looking for.

How to create my account ?
From the place « my account », click on the link « create an account. You just then have to fill all the necessary information and click on the validation button . One minute is enough !

How to modify « my account » / Change personal information
From the place « my account », click on « my personnal information » or « my adress » you can then modify your personal information.

Forgotten password. How can I do to connect to my account ?
From the place « my account », you can get back your forgotten password by typing your email in the section « If you have lost your password, click here ». You will have to give your email adress and validate your demand by clicking on « Get back my password » : Your password will be sent to this email.

How can I place an order ?
Place an order on the online store http://www.cinex-store.com is easy and fast !
When you are satisfied with your selection of articles in the cart, you are ready to checkout your order. Identify yourself or create an account if this is your first order.
Enter your delivery adress, choose your payment mean and type your payment information.
Please confirm your order by clicking on « I confirm my order »

Can I cancel or modify my order ?
To ensure you the fastest delivery, your order is immediately processed by our logistic service.
This is why we invite you to immediately take contact by email with the customer service, and to give your order number.
A seller will find your order and modify it or cancel it.
Upon your wish, we will proceed to a refund or an exchange. If the seller is unable to cancel your order (for example if the order has already been prepared, or shipped to your delivery adress…), he will give you a procedure to follow to send us back the products, if the return term policy is respected.

How long is the order processing ?
Your order is processed within 48h top (open days) following the order checkout.
Average delivery time is 3 to 5 days in France, except for out of stock articles.
The orders sent to the rest of the European Union take up to 7 to 9 open days.
For extraordinary reasons, Cinex should not be responsible if your order is delayed. The delivery time we announce is indicated from the moment when the products are shipped out from our warehouse.
-You chose home delivery ; your parcel is delivered at the delivery adress you indicated when you placed the order, if you are away, the delivery man will leave you a note. You have then 10 days to get your parcel at the post office. Once this 10 days have passed, the parcel is automatically returned to our warehouse.
-You chose delivery at the relay point ; your parcel will be sent at the relay point that you indicated when you placed the order, you will be noticed about the arrival of your parcel by email and /or text message. The parcel is available at the relay point for 10 days, if not picked up once these 10 days have passed, the parcel is sent back to our warehouse.

How to know where is my order ?
All the information are available through your account. Once the parcel is shipped, you are going to receive an email with the tracking number. You can then, thanks to that number, know where your parcel actually is, from his depature from our warehouse, until it’s arrival to your place.

What to do if I don’t receive my order ?
Delivery time depends on the delivery method you have chosen. If you have any trouble with your order, or if you didn’t get it on the expected time, please contact the customer service.

Can I be delivered outside France ?
Yes, your delivery address and invoice address have to be located in the same country.
Here is the list of the countries where we deliver: Germany – Austria – Belgium – Croatia – Denmark – Spain – Finland – Metropolitan France – Greece – Hungary – Ireland – Island – Italy – Lithuania – Luxembourg – Norway – Netherlands – Poland – Portugal – Czech Republic – United Kingdom – Slovakia – Slovenia – Sweden – Switzerland.


What are the authorized payment methods ?
We propose you two different ways to pay :
-By credit card : Payment is done through our bank partner : CIC who is equiped with CM-CAC p@iement.
When you purchase on the Internet through the CM-CAC p@iement, all of the transaction happens on the bank website which is on encrypted mode with the SSL protocole (Secure Socket Layer) and never transit clearly on the network.
You temporarely quit the seller e-store transparentely to register your bank details.
It’s the garanty that the seller e-store will never know your credit card number and that CM-CIC p@iement will don’t have any details on your purchase because only the amount of money and the order number are transmitted by the seller.
Cinex Sas has never access to these information and don’t keep them on its server.
This is why these information will be always asked at every new order on our e-store.
-By Paypal : your bank information are never communicated to Cinex Sas. Paypal is encrypted and protects your credit card number. You can pay online only by giving your email adress and password.

At what time my payment is taken in account?
Once you validate your payment, an authorization is delivered by your bank.

What are the delivery costs ?
Delivery costs are given by our partner La Poste Colissimo and depend on the country of delivery.
Shipping costs are calculated, and added to the total amount of your order and are presented on the order validation page.

I’d like to send back a product. How can I proceed ?
The customer who buys a product on Cinex Corp e-store has the right to change his mind and send back the product in a 14 (fourteen) days time upon reception of the order. You must imperatively connect you on your clients account for any request for return. Our customer service will transmit a number of returns then to you in order to dispatch us the goods (no return will be accepted without number of return). The customer will have to send back the product bought on Cinex Corp’s website at its costs. The order refund should be made within a 14 days time.
Products have to be sent back in perfect condition. Products returned without packaging, torned, damaged or dirty from the customers will not be accepted. Shipment against reimbursement are not accepted.
Refund will be made by any mean, and perticularly by refund on the bank account of the credit card used for the purchase.
You then have 14 days to return your article, to get either an product exchange, a credit or a refund.

I’d like to make a product change. How can I proceed ?
The customer exchange request has to be declared within 15 days upon the product delivery date.
You must imperatively connect you on your clients account for any request for return. Our customer service will transmit a number of returns then to you in order to dispatch us the goods (no return will be accepted without number of return).
Products have to be in their original packaging with all accessories and instruction manual and must be joined by the return number directed to:
CINEX SAS
«Store Cinex»
24 rue Labranere - ZI Berhouague
40530 LABENNE - France

In case of product return, shipping costs are at customer’s charge, except for faulty products.

How long does take returned item process ?
Returned item treatment can take up to 2 to 3 weeks, beyond this timing please contact the customer service that will take care of all the necessary operations.

How can I be refund from my product returned ?
Once you get the return authorization from our customer service, and upon reception of your parcel in our warehouse, the customer service will control the conformity of the returned product.
You will be refund for the amount of the products, but not for delivery costs, except if it’s for a faulty product.
Your refund will be done by a return credit on the bank account that you used for the order, the month following reception of the parcel by Cinex Sas.

Can I communicate personnal information in total security ?
Every personnal information provided are strictly confidential. Their treatment by Cinex Sas is made in secured conditions according to the European and French law conformity, the most demanding in terms of data security and privacy protection.
They will only be used by Cinex Sas and its partners in order to process your order the best way. Your bank information are encrypted by SSL mode and are never kept by Cinex Sas. This is why they should be asked every time you place an order on our website.

We hope that we have answered all your questions. Nevertheless if you need more information please feel free to contact our customer service in the space CONTACT.


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