How can I place an order?
Our online store is open 24 hours a day, 7 days a week. To place an order, it just takes a few simple steps. If this is your first order, you will need to create a customer account. To do this, just enter an email address and fill in our registration form. Make sure your email address is valid to ensure you receive all our notifications for tracking your order. If you are already a customer, sign in using the email address and password that you saved on your first order and click on 'Continue' to place your order. 1. Register or sign in 2. Basket: confirm the contents of your order. At this stage, you can change the quantities or enter a promo code. 3/4. Register/Sign in/Delivery: choose your preferred delivery method from the options available. The delivery times shown take effect from the moment your parcel is in the care of the carrier. You can also choose one of the options available or add the 'Track my order via SMS' option. 5. Payment: you can choose your preferred payment method from a variety of options available. Confirm the details of your order on the order summary: item(s) and optional service(s), delivery method and charges. At this stage, you can enter a promo code, a credit note or a gift voucher. 6. Order confirmation: to ensure that your order has been properly saved, you must reach this step. You will now be able to print your order confirmation. You will also receive a confirmation email with your order reference number and an order tracking link.
How can I add items to my order basket?
You should see an 'add to basket' button on each product sheet. Add any extra items you wish to your order basket. When confirming your final basket, you should see the total amount of your order as well as the delivery charges.
How long does it take for orders to be processed?
A completed order for available items in stock and validated by credit/debit card is processed and dispatched within approximately 48 hours. Orders paid for by cheque or bank transfer are processed and validated only after receipt of payment. This means that the availability of products may vary between the day on which your order is placed and when payment is received. As orders are processed chronologically, yours will be recorded on the day that payment is received via cheque or bank transfer. Orders are prepared from Monday to Friday, provided that all the products are available. In the event that an item is unavailable, your order will be prepared as soon as this item becomes available again. You may request a partial dispatch of your order (by emailing our Customer Service email@example.com from Monday to Friday). Additional shipping costs will be charged for the remaining part of the order.
How can I check that my order is being processed?
After placing you order and once payment has been accepted by our finance department, you will receive an order confirmation email. Your customer reference and order number(s), as well as the estimated delivery date for your order will be sent with your order confirmation. Remember to check your inbox regularly.
Tracking your order
You can track the progress of your order at any time using our online tracking service or by contacting customer services by email firstname.lastname@example.org.
Why has my order been cancelled?
There are three possible scenarios: 1. We have not received payment for your order 2. The product you have ordered is no longer available 3. We were not able to validate your payment. If you have not received an email from us and if your order has been cancelled, please let us know.
How can I cancel my order?
To cancel your order, please contact customer services by email at email@example.com.
How can I open a customer account?
To create your account, click on 'Your account' in the menu bar, which can be accessed at the top of any page in the website. Enter your email address and then click 'Create your account'. After you have filled in all the fields in the form, just click 'Continue' to validate your account setup.
Adding/editing your shipping or billing addresses
Please click on the 'Your account' heading and sign in. You will then need to click 'See my addresses' then 'Add an address' if you want to create a new address, or alternatively, click on the 'Edit my address' link of the address that you would like to change.
Changing the email address linked to your customer account
To change your email address, just sign in to 'Your account', then click on the link, 'See my details' and then on 'Edit my information'.
Changing your password
Please click on the 'Your account' heading and sign in. You will then need to click 'Change my password'. After you have filled in all the fields in the form, just click Confirm' to change your password.
I've lost my password, what should I do?
Please click on the heading, 'Your account', and click 'Forgotten your password? '. Then simply follow the instructions.
Does the data I submit to GOO remain confidential?
As an e-commerce website, GOO collects certain information required for processing orders. GOO treats all this information with the utmost confidentiality.
What is the fastest way to find a product?
If you are looking for a product in particular, just enter the product name in our search engine at the top of the home page. If you would like to see an overview of a range of products, click on the tab of your choice. You will then be able to refine your search according to the different criteria available: by brand, by price, by category, or even by technical specifications.
What useful information is included on the product sheet?
Each product sheet states the purchase price, availability in stock, the product description and main features, and also includes consumer reviews. We also suggest a selection of other items that we think might interest you: - one or more promo packs - a selection of compatible accessories - a selection of similar products.
How can I pay by credit/debit card?
GOO guarantees payment by credit/debit card via Monetico Paiement, a reputable online payment solution offered by the CIC bank to ensure that you benefit from the most secure payment conditions. Transactions made through GOO are fully encrypted (SSL). The bank details you provide, which are encrypted on your computer, will never be circulated as plaintext on the internet. GOO does not store credit/debit card numbers either.
Payment with my credit/debit card was rejected, what should I do?
First, check that the expiry date on your card has not passed. If your card transaction was rejected, you may have exceeded your authorised limit. To see if this is the case, we recommend that you contact your bank to check what your limit amount is.
What happens when my payment is received?
Once your payment has been received, your order is validated by our teams. Validation of your order automatically triggers the order preparation process (subject to product availability in stock).
When will my card be debited?
We will not debit your card until your order is complete and ready to be dispatched (except if assembly is required, when it is debited beforehand). Never before! This means that if a product is out of stock, you will not have to pay in advance.
Which payment methods are authorised for all orders?
You can pay for your order using the following payment methods: Visa, CB card, MasterCard, PayPal, bank transfer or cheque.
When will my order be dispatched?
We undertake to delivery your goods to you in the shortest time possible, and within no more than 30 days. Ordered items are delivered once the customer has effectively paid for the order. Delivery times may be longer if paying by bank transfer or cheque.
Ordered items are normally delivered by TNT within 3 to 5 working days from receipt of the order. For items that are not available at the time the order is placed, GOO will contact you by telephone and/or email to confirm the new delivery time.
My parcel has been dispatched, but I still haven't received it yet. What should I do?
First, check the status of your parcel delivery using the tracker on the carrier's website. If this says 'delivery in progress', please wait until the expected delivery date. If you were not at home to receive your parcel from the carrier, please collect your parcel at the address stated on the missed delivery notice. When tracking your order, please also make sure that the delivery address stated on your order is correct.
How can I track my order after it has been dispatched?
You can track the status of your order at any time in 'Track my order'. If your order is at the 'order dispatched' stage, a link to the carrier's website (TNT) will appear so that you can track the delivery of your order.
What should I look for before accepting my delivery?
On receipt of your order, it is important to inspect your parcel carefully to make sure that it has not been damaged during shipping and that the goods are in perfect condition (and, where applicable, to provide details of the damages on the carrier's delivery order). You must carry out this inspection as soon as you receive your parcel and in the presence of the driver. We recommend that you keep all packaging as it may be useful in the event that you wish to return the product. The packaging is also essential should you wish to use your right of withdrawal.
My parcel has been damaged
Open your parcel in the presence of the driver to assess if the product itself has been damaged. If it has, reject the parcel. Please note: given that the configuration of products assembled in our care may be damaged even if the parcel shows no sign of impact, we recommend opening the parcel in the presence of the driver in any case. If the driver refuses to let you open your parcel, you may reject the parcel. Make sure you carry out the same inspections when collecting a parcel from the post office.
I have received an item that does not correspond to my order
Before contacting GOO, check if the product that you ordered on your order confirmation is different from the one you have received. If the object received is effectively different from the one you ordered, please contact customer services by email firstname.lastname@example.org.
I am missing an item
Before contacting GOO, please thoroughly check every parcel received. If you still think that there is something missing from your order, check your order confirmation: is the missing item listed there? If the missing item is listed as part of your order on your order confirmation, at this point please do contact customer services by email on email@example.com.
Product returns: what is the right of withdrawal?
Article L 121-21 of French Law 2014-344 of 17 March 2014 on consumer protection provides that for any distance sale made (mail orders), consumers (with the exception of professionals) have up to 14 (fourteen) clear days from receipt of the order to exercise their legal right of withdrawal, and request cancellation and a refund of the order.
How can I exercise my right of withdrawal?"
You reserve the right to withdraw up to 14 (fourteen) days from receipt of your order. See article 13 of our terms and conditions of sale, 'Consumer's right to withdraw', for detailed conditions on the application of the right of withdrawal. To withdraw from your purchase, please fill in and return this form (download) to us by email at firstname.lastname@example.org so that our quality management team can open your withdrawal file (confirmation of this procedure will be sent to you as soon as possible by email to the address used to validate your order). The purchase must be returned complete, including any accessories, and in a condition allowing the product to be sold again. For returns, we recommend using an overpack for the product. Any wear and tear found will reduce the product value.
Will GOO take care of the shipping fees if I return my purchase?
Any costs incurred for returns are at your expense. Only shipping fees paid on the order are refundable.
Can all the products in the catalogue be returned under the right of withdrawal?
The following products are excluded from the scope of application of the right of withdrawal: products that have been manufactured according to the consumer's specifications (made-to-measure) or that have been evidently customised; products that cannot be re-shipped (unsealed in-ear headphones); products that are susceptible to damage or are perishable (consumables); audio or video recordings; or computer software programs that have been opened by the consumer.