Frequently asked questions - Harmony béton
Customer account
How to create my account ?
To create an account, simply click on the login icon in the upper left corner. You will then need to specify whether you are a professional or an individual. Enter your email address in the “create your account” field. You will then be asked to fill in your contact details.
How do I create my account if I am a pro?
To create a professional account, you will be asked to enter your SIRET number.
Can I have multiple delivery addresses?
Yes, it is entirely possible to have several delivery addresses in “my account” then “my addresses”.
I forgot my username or password?
If you forget your password, a “forgotten password” button will allow you to reset it. If you have forgotten your username, please contact us.
How do I view my order history?
To view your order history, you must go to the “my account” section then “order history and details”.
Where can I find my invoices?
To find your invoices, go to the “my account” section then “order history and details”, you will then be able to download your invoices.
Orders
How do I place my order?
If you wish to place an order, you must log in, choose your items and add them to your basket. Then, go to your basket to order. Choose your delivery method and proceed to payment.
Can I cancel or change my order?
It is possible to cancel or modify an order as long as it has not been shipped. To do this, you must contact us via email, chat or telephone.
Once my order has been placed, can I change my delivery address?
You can change your shipping address until the order has been shipped. Otherwise, you will be charged additional fees.
I have a promo code, how do I use it?
Promo codes can be used in your basket in the box provided for this purpose.
Payment
Is the payment secured ?
As indicated in article 5.11 of the General Terms and Conditions, payment is secured using SSL security standards and your banking data is encrypted.
What payment methods are offered?
You can pay the amount of your order by:
-Bank card
-Bank check
-Bank transfer
-Paypal
Can I pay in several installments?
It is possible to pay in several installments via the payment method:
Alma from 100€ up to 2000€ if you are an individual. Alma does not offer payment in installments for professionals.
Or
Paypal
How to get a refund for a purchased sample?
In order to be reimbursed for a sample, you must return it to us in good condition within 30 days. It will be refunded to you either by recrediting your bank card or by check.
Delivery times - Countries served
What are the preparation times?
Preparation times vary depending on the products ordered. They are generally between 1 and 3 days for a product in stock. Some products require longer preparation time, shipping time can be up to 15 days.
What are the delivery times ?
Delivery times are 24-48 hours for packages weighing less than 30 kg and 72-96 hours for pallets.
Do you deliver to Corsica or France Overseas?
We currently deliver to Corsica but not to France Overseas.
Do you deliver to Europe and outside the EC?
We deliver in Europe to the following countries:
-Belgium
-Poland
-Germany
-Luxembourg
-Austria
-The Netherlands
We can also deliver to other countries in the Europe zone. A specific transport quote will be sent to you upon simple request.
Delivery - Reception
What are the delivery methods and times?
For packages weighing less than 30 kg (delivery within 24-48 hours):
-DPD at home, in relay or at your workplace
-GLS at home, in relay or at your workplace
For pallets and packages weighing more than 30 kg (delivery in 72-96 hours):
-Kuehne Nagel delivery with appointment by email or text message and signature
-DB Schenker delivery with appointment by email or text message and signature
Why are not all delivery methods offered?
The delivery method depends on the weight of your order as well as your location.
Are there any restrictions on deliveries?
The delivery person cannot climb stairs in a building. Make sure to provide an address allowing the passage of heavy goods vehicles in the event of an order exceeding 30kg.
The delivery address must not contain any access restrictions under penalty of additional costs to be paid.
How do I track the delivery of my order?
The carrier will send you a link via email or text message to track the delivery of your order.
Can I change the delivery address?
You can change the delivery address for free before shipping. Once the order has been shipped, you will be charged for any change of address.
What should I do if there is an error in my order?
You must contact customer service who, after analysis, will define the procedure to follow.
What to do at the time of delivery?
Open the package in the presence of the delivery person, check the conformity of the order and express reservations if an item is damaged. You have 15 minutes to check the conformity of the order in front of the delivery person.
What should I do if my package arrives damaged?
In the event of a damaged package, you must make specific reservations with the delivery person. Subsequently, please contact our transport department so that they can tell you the procedure to follow.
How do I exercise my right of withdrawal?
Your right of withdrawal is valid within 14 days following the delivery date by contacting customer service. The refund is full upon receipt of the product at our premises (products intact, unopened, in their original packaging).
How does a store pickup work?
When you collect your order from the store, we will ask you for the name you ordered with and then we will load your order into your vehicle.
RETURN PRODUCT REFUND
Can I return unused products?
You have a period of 14 days from receipt of the Products to withdraw without having to give reasons or pay penalties, for all Products. In the case of a kit made up of several products, unused Products from this kit cannot be returned. Only the complete kit can be returned. The return costs will then be the responsibility of the Customer. Only the price of the Product(s) purchased will be refunded, excluding delivery costs.
Concerning ISY Waxed Concrete, it cannot be returned or exchanged colors.
How do I make a product return?
If you wish to return the product, please contact us by email or telephone within 14 days after delivery.
Les frais de retour sont-ils à ma charge ?
Are I responsible for the return costs?
How does the reimbursement work?
After receipt of the products and verification of their conformity by us, we will reimburse you directly to the payment method used for the order.
TECHNICAL ADVICE SAV
I am having a problem using the products
If you have any problems using products, you can contact technical support via direct chat on the site or via telephone.
Is it possible to make an exchange?
It is possible to exchange a product by following the same procedure as for returning a product within 14 days after receipt of the order for an unopened product.
Where can I find technical data sheets?
The technical sheets can be found in the instructions tab on the product sheets. You can also find all of our technical sheets in the “documents to download” section at the very bottom of the site page.
How to open an after-sales service file?
To create an after-sales service file, please contact us by email or by telephone at 04.42.20.10.09
