Cancelling or changing your order
If your order hasn't yet been processed at our warehouse, you can still cancel your order before it is dispatched.

  How can I cancel my order?
You can cancel your order online in the order tracking section of your user account. This option is available on all orders paid for by bank card or bank transfer. Please note that orders can only be cancelled in full.

  Can I cancel part of my order?
If your order has not yet been processed at our warehouse, you can still cancel your order before it is dispatched. If part of your order has already been dispatched, you should contact our Customer Services team to cancel the remaining products. You will then be refunded for all the products that were not dispatched.

  Can I change my order?
Please note that once we have received your order, you will not be able to do any of the following:
- Change, add or remove products.
- Change the payment or delivery method.
If you want to change something, you should cancel your order online and then place a new order. Please note that if you used a promotional code when placing your first order, it will no longer be valid on subsequent orders.

  I cancelled my order but it has still been dispatched. What should I do?
Depending on the progress of your order, we are sometimes unable to stop parcels being prepared or dispatched in time. If this happens, you should refuse delivery of the parcel so that the carrier can return it to us immediately. You will receive a notification e-mail when our After-Sales service team receives your parcel.

Validation
After you place an order on PIXmania.com, we will send you an e-mail confirming that we have received your order request. The details of your order are then checked by our services. After these checks have been completed, your order can be prepared for dispatch.

  What if I don’t receive an e-mail confirming my order request?
You should receive an e-mail confirming your order request after you have completed the payment stage of your order. If you haven’t received this confirmation, you can check the order tracking section of your user account to see if your order has been correctly placed and received. You should also make sure you have entered your e-mail address correctly and that our message hasn’t been sent to the "Spam" section of your inbox.

  What should I do if my order is still “awaiting payment”?
If you have successfully paid for your order but its status is still “awaiting payment” five days later, you should e-mail our Customer Service team stating the corresponding order number(s), the date your payment was made, the name of your bank, and the amount paid.

  Why am I being asked for additional information or documents after I have placed my order?
In compliance with our secure payment policy, our Order Validation department checks all of the information you enter when placing an order.
Occasionally, the Order Validation department requires additional information (such as a photocopy of your ID or proof of address) in order to validate and dispatch your order. To make sure you receive your products as quickly as possible, we recommend that you leave a contact telephone number when you place your order so we can confirm the information entered or request any necessary documents quickly and easily. If you do not want to send us the documents requested, you will be required to select an alternative payment method (i.e. not by bank card). These procedures help us combat online fraud and keep internet payment safe for all of our customers.

   Why is my order still awaiting validation?
If your order is still awaiting validation 24 hours after placing your order, you should contact our Customer Service team.

Dispatch
The order dispatch time is the estimated time required to pick and pack your order before handing it over to our carrier. We dispatch parcels from Monday to Friday only. You will be sent a confirmation e-mail when your order has been dispatched.

  When will my order be dispatched?
If the products you ordered are in stock, your order will be dispatched either the same day or the day after our processing team completes the checks on your order request.

  What should I do if my order is still “being prepared”?
If your order is still “being prepared” 48 hours after it has been validated, you should contact our Customer Services team.

  What happens if one of the products I’ve ordered isn’t in stock when I place my order?
If one of the products you ordered is not in stock, we will not be able to dispatch it until we receive a new delivery – this date can be found in the order tracking section of your user account. Any products you have ordered that are in stock will be dispatched to you immediately.

  Why have I received more than one order dispatch notification?
If you have ordered more than one product, we may have to dispatch your order in several parcels. This may be due to the size of the products ordered or stock availability. Each parcel will have its own order tracking number, which can be found in the order tracking section of your user account. This number will also be sent to you by e-mail. You will not be charged for any additional shipping fees.

  Can I change the delivery address once my order has been dispatched?
Once your order has been dispatched it is no longer possible to change the delivery address.

Delivery
The delivery times stated on our website give the estimated time required for delivery once the carrier receives your parcel. When your order is dispatched, you will be sent an e-mail with a tracking number. You can use this number to track your parcel with the carrier through its various stages of delivery. When taking delivery of your parcel, you are advised to check its general condition and its contents in the presence of the carrier. Please note that adding comments such as “viewed unopened” to the delivery note will not be valid in the event of a complaint.

  The order tracking function on the carrier’s site doesn’t give me any information.
You can track your order directly on the carrier’s website 24 hours after receiving your confirmation e-mail. If the information given on their website is insufficient, you can always contact our Customer Services team.

  My order has been dispatched but I haven’t received it. What should I do?
You should first of all check the progress of delivery using the order tracking function on the carrier’s website. If it says that your parcel is “being delivered” you should wait until the scheduled delivery date given. If your parcel is being held by the carrier, you can arrange to collect it from the address given on the attempted delivery slip. Don’t forget to check the order tracking section of your user account to make sure you entered the correct delivery address.
If your parcel is not delivered within the stated time, our team will contact the carrier for more information. The team will then send you an e-mail with the result of its findings and suggestions of what you can do next. We will not be able to dispatch any replacement products or process any refunds until these investigations are complete.

  What happens if I’m not there when delivery takes place?
If you are not available to take delivery of your parcel, an attempted delivery slip will be left in your letterbox. A new delivery date will be given on the slip, as well as a telephone number you can call to arrange a more convenient delivery date.

  Why isn’t there an invoice in my parcel?
To help save on paper, we no longer send our customers printed invoices. An electronic version of your invoice can be found in the order tracking section of your user account, where you can view it and print it out if necessary. If your order is dispatched in several different parcels, you will have one invoice per parcel.

  What if I receive a damaged parcel?
If you notice visible traces of opening or damage when you take delivery of your parcel, we recommend you refuse delivery. Hand-write your reasons for refusal on the carrier's delivery note, outlining the damage in a clear, detailed manner, then sign and date the slip. The parcel will then be automatically returned to our After-Sales team and you’ll receive a confirmation e-mail to notify you when it arrives. If you accept delivery without stating your concerns or if the parcel is left for you in your absence, you should contact the carrier responsible for delivery as soon as possible to report the damage.

  Why haven’t I received all the products I ordered?
You should first of all check the order tracking section of your user account to find out whether your order is being dispatched in several different parcels. If a product you have ordered is not in stock, you’ll be notified by e-mail and sent the product as soon as it becomes available.

If all of your order has been sent as one parcel but you are still missing a product, please contact our Customer Services team stating the name of the missing product and the weight of the parcel you received.

   What if there’s an accessory missing?
You should first check the product information page on our website. If the missing accessory is listed as one of the accessories supplied then you should contact our Customer Services team stating the name of the product received and the missing accessory. Please note that we cannot send missing accessories separately; our Customer Services team will outline the procedure to follow.

  Why didn’t my product come with a user manual?
For some products, instructions and manuals are available to download from the order tracking section of your user account. When you place an order, the product information sheet will state the languages in which the manual is available to download.

  What I’ve received isn't what I ordered. What should I do?
If you receive a product that did not feature on your original order, you should fill in a returns slip via the order tracking section of your user account. A refund or exchange can only be carried out once the returned item has been received and checked in by our After-Sales team.

  What if I’m not satisfied with the product I received?
If a product you ordered does not live up to your expectations, you have a 15-day right of retraction to return the product. To do this, you should fill in a returns form via your Pixmania user account. A refund can only be carried out once the returned item has been received and checked in by our After-Sales team.

Refunds
You will be sent a notification e-mail informing you that your refund or cancellation request is being processed.

  Why is my refund taking so long?
The time required to credit customer accounts varies from bank to bank. However, if you have not received your refund five days after receiving the notification e-mail, you should contact our Customer Services team.

  What if the amount refunded is different?
If you requested a refund for a product that has not yet dispatched, the amount refunded will correspond to the total cost of the product in question together with its cost of delivery. Please note that delivery cost refunds are calculated on a pro rata basis in relation to the number of parcels sent.

  I received my refund in my Pix Piggy Bank. What is this?
The Pix Piggy Bank is an online cash reserve that you can use to pay for products on Pixmania. This cash reserve is available for one year and can be used to pay for an entire order on the site (including delivery fees), whether you are purchasing directly from Pixmania or from one of our sellers. In order to pay for an order using your Pix Piggy Bank, go to the Payment stage of your order (step 4), select "Pix Piggy Bank" as your method of payment, and enter the amount you would like to use. If the total of your order exceeds the amount you have entered, you will need to settle the outstanding amount using another payment method.
You may check the balance in your Pix Piggy Bank at any time via your Pix & Me space.

  Why am I being asked for my bank details?
We’ll need your bank details to refund you by bank transfer. Please send us the name of your bank and the account holder’s name, together with the IBAN number and SWIFT code. This information will only be used to process your refund.