FAQ

Frequently Asked Questions

Orders

How do I place an order?
Simply browse our catalog, add the products to your cart, then follow the steps for secure checkout.

Can I change or cancel my order after confirming it?
Yes, if your order has not yet been shipped, we recommend contacting us as soon as possible by phone at +33 3 66 72 40 94. Outside our business hours, you can also email us at contact@cotraneurope.com

How do I know if my order has been confirmed?
You will receive an automatic confirmation email with a summary of your order. Don’t forget to check your spam folder. If you haven’t received an email and are unsure whether your order went through, don’t hesitate to contact us.
Shipping

What are the delivery times?
Products listed as in stock are generally shipped within 24 business hours of your order. You should then allow 2 to 7 days for delivery accross Europe, depending on the shipping method selected. Once your order is dispatched, you will receive an email with a tracking link for your package. Longer lead time may apply for countries outside the European Union, including E.U. overseas territories.

What shipping methods are available?
In mainland France, we deliver via Colissimo (French Post), DPD, Chronopost Shop-to-Shop (Relay Point), and other transporters like UPS or DHL.

Can I track my order?
Yes, a tracking link will be sent to you by email once your order is dispatched.
Payment
Returns & Complaints

Can I return a product?
Yes, you have 14 days after receiving your order to make a return. The product must be intact, unused, and in its original packaging.

How do I return an item?
Contact us by email at contact@cotraneurope.com to obtain a return number and instructions. You also have access to the “Reimbursment” button directly in your Account on this website.

When will I receive my refund?
Once we’ve received and inspected your return, we are involved to reduce your wiating time to its maximum. Generally speaking, the refund will be processed within 2 to 3 business days.
Customer Account

Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders and speed up future purchases.

I forgot my password. What should I do?
Click on “Forgot password” on the login page to receive a reset link.
Products

How can I check if a product is in stock?
Availability is shown on each product page. We strive to keep our stock information up to date. In case a mistake occurs regarding product availability, we will contact you promptly to inform you of the delay. You will always have the option to cancel your order or wait until the item is back in stock.

If a product is listed as out of stock on the website, you can request to be notified when it becomes available again.

Are the products under warranty?
Yes, all our products are covered by the legal warranty and, if applicable, the manufacturer’s warranty.