Padd and you

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  • My delivery

      How long will my order take to arrive ?

      You will be informed by email as soon as the package has been dispatched. We will send you your parcel reference number. The items will be shiped after about 2-4 working days, to which must be added the delivery time, which will vary depending on the destination.

      How will you send my order ?

      By the Colissimo parcel service. Using So Colissimo makes it possible to track your order.

      What if I am not at home when the item is delivered? Don't worry. Your postman will leave you a missed delivery notification and you can collect your parcel from your local post office! 
      You can also have your order sent to a collection point.

      Be sure to keep the details of your chosen collection point as the PADD teams do not have access to this information. And for even more flexibility your parcels can be delivered to one of our PADD stores!
      There are 59 stores throughout France.

      List of stores and opening hours

      Where will my order be delivered ?

      When you place your order, you can request delivery to your home address, a collection point, one of our stores, or another address of your choice. 

      To contact us, please use this form "Contact us"

      Can I choose the delivery day ?

      Unfortunately, despite the importance that we attach to your order, for technical and logistical reasons you cannot choose the delivery day. 

      My package is lost / I have not had time to go and collect it

      You have 15 days following the missed delivery notification to collect your parcel from the post office.

      If your package is lost in the post please let the delivery service on PADD-HORSETACK.COM know via the Contact form.
      They will open an investigation with the postal services on your behalf. may ask you to provide the documents necessary to carry out this investigation (such as the package tracking number, a copy of your identity card, proof of address, a letter stating that the package was not received, etc.)

      PADD-HORSETACK.COM will keep you informed of the progress of the investigation and will contact you as soon as possible to offer you a choice, either an exchange or a refund (see the exchange/refund section for more information)

      You cannot be reimbursed until this investigation is completed.

      Please be aware that this kind of postal service investigation can take a long time.

      I refused to accept a package because it was damaged

      If your package has been damaged and you have refused to take delivery please inform us using the "Contact" form.

      The recipient must check the condition of packages and their contents in front of the carrier. In the case of missing products, damage etc., accurate and detailed information must be recorded on the delivery note. Notify us by email or by fax (+33 (0) 1 69 21 03 61) and confirm the details by registered letter within 48 hours.

      If this procedure is not followed no claim can be made.

  • My orders

      I want to combine 2 orders

      If both your orders were placed on the same day or subsequent orders are made by 8.00 a.m. the next day, this is certainly possible. Simply let us know via the contact form and send us the order numbers for the items you want to be combined and confirm the final delivery address.

      After this time limit, for technical and logistical reasons, it is impossible to combine two orders.

      Can I add an item to my order?

      I have still not received my parcel number Contact us immediately by email using the contact form giving your name, order number, phone number and the reference code of the item you want to add. N.B.

      Adding an item to an order (except on clearance items) will increase the delivery time (see "Delivery Times")

      We will contact you by telephone to confirm that the item can be added to your order and to arrange a revised payment.

      Where can I find my invoice ?

      Your invoice will be inside your package. Please keep this in a safe place as you will be asked to produce it if you request an exchange, a refund or have a warranty claim for any items.

      We keep a copy of your invoice and we can send a duplicate to you by email on request.

  • My payment

      What are my payment options ?

      All prices include taxes and VAT. Payment is processed when the order is dispatched.

      By bank card

      By American Express

      By PayPal

      All merchandise remains the property of PADD until payment has been made in full.

      Is paying by bank card secure ?

      You can securely pay for your order by bank card on (debit card, Visa, Eurocard, MasterCard, and Amex cards accepted in France).

      Payment is carried out through the banks' secure servers.

      This means that none of your banking information is processed via the site.

      Your order will be entered and confirmed as soon as payment has been accepted through the online payment platform.

      Thanks to the SSL (Secure Socket Layer) protocol, you can send your card number, expiration date, and cardholder name (exactly as it appears on your bank card), as well as the verification code on the back of your card in total security. Your credit card details are encrypted by the SSL protocol and never sent unencrypted over the internet.

      PADD-HORSETACK.COM has no access to these details and does not store them on our servers. That's why we ask you to re-enter your details each time you make a purchase. Cards issued by banks outside of France must be international bank cards.

      When is my payment taken ?

      However you choose to pay, payment is taken only on the day that your order is sent.

      Can I pay upon delivery?

      We regret to inform you that we do not accept this payment method.

      Can I pay in instalments?

      For technical reasons, this service is not currently available on the website.

      What happens if my payment is refused?

      Payment may be refused because you have exceeded your weekly withdrawal limit or because of a typing error when entering your bank card details.

      It may also be refused because the payment tracking and analysis service has rejected your payment.

      We will contact you by phone to inform you if your payment has been refused.

  • My refunds

      I would like a refund

      If your order is no longer what your require and you want a refund: no problem!

      We have a "SATISFACTION OR MONEY BACK" guarantee. You have 14 days from receipt to return the product that you no longer want, no questions asked. You will be responsible for the delivery and return postage charges.

      Only the cost of the products returned will be refunded. To arrange a refund just contact us

      We will give you a return number and you can simply send the package back to:   

      PADD NET
      Lotissement les Floralies
      Rue des Lilas
      67450 Mundolsheim

      Attach a copy of your sales receipt and let us know by letter, sent along with the package, that you wish to claim a refund. This right of return will only be accepted for complete, undamaged products in their original packaging, accompanied by a copy of the purchase invoice. Items returned incomplete, damaged or soiled cannot be returned, exchanged or refunded.

      When will I receive my refund?

      Refunds for products will be made within 14 days or less from the time we receive the goods.
      Refunds will be made by cheque made out to the customer who placed the order and to the billing address on the order.

      How much will be reimbursed?

      The refund amount will be equal to the inclusive price (all taxes included) of the returned item for deliveries made in France and the EU.

      Should we be liable, we will send you a return slip. In the case of an incorrect order or an exchange being made for any other reasons, postage will be paid by the customer.

  • Returns and exchanges

      Can I exchange an item or items?

      You can exchange an item for an identical item in a different size or colour.

      If PADD does not have the size or colour you want, we will contact you to offer you either an alternative colour, or a similar item. In all cases the cost of returning and resending the items will be payable by the customer.  You can also request an exchange for another product.  

      When exchanging for a different item, please attach a cheque for the amount of the price difference + return postage. We will let you know how much this will be. PADD-HORSETACK.COM will require 2 to 3 weeks to process your returned order and to supply the exchange item. 

      How do I exchange an item?

      If the item ordered is the wrong size you can ask for it to be replaced.

      To do this just contact us. We will give you a return reference number. 

      The item must be returned unused in the original, unopened packaging to the following address: 

      PADD NET
      Lotissement les Floralies
      Rue des Lilas
      67450 Mundolsheim

      The postage for returns and redelivery will be payable exclusively by the purchaser. Should we be liable, we will send you a return slip. No postage charges will be refunded.

      If you ordered the wrong item by mistake or wish to exchange for any other reason, you will be responsible for any postage charges. Attach a copy of your receipt and let us know what you want in return (size, colour, or exchange item)

      Books, DVDs, head-gear and underwear cannot be returned or exchanged, as well as any items personalized with initials or signatures.

      Your package will be resent within 10 to 15 days.

      The product received is not the right one or is damaged

      We will refund you or exchange any defective item or items that do not match your order.

      In this case please contact our customer service department using the "Contact" form.

      We will contact you as soon as possible to tell you what to do. The request must be made within seven working days of delivery. Any claim made after this deadline will not be accepted. Products must be returned in the condition in which you received them with all the materials supplied (accessories, packaging, manuals etc.).

      However, please be aware that PADD cannot issue a refund for any item you have damaged, soiled or returned incomplete.

      If it is our error, we will pay the return postage. We will send you a return slip and the cost of redelivery will be paid by us.

      There is an item missing from my order

      Occasionally items are missing from orders.

      This may be because it was out of stock at our supplier. If this is this case, please check your receipt to make sure you have not been charged for the item.

      If the product should have been included but is missing from your package, despite the care taken by our teams when preparing your order, please contact us by email using the contact form and giving your name, order number and phone number so we can contact you.

      I wish to exchange an item in-store

      We're sorry, but for technical and logistical reasons, exchanges, returns or refunds are only possible using the PADD-HORSETACK.COM delivery service.

      If this is the case, please contact us.

      I returned a package. I have had no news.

      There are several possibilities:

      • We may have not received your package. Please check, using the package tracking number, to make sure that it has not been lost.
      • We may not have had enough time to process your request. Please note, we process refund and exchange requests approximately every 15 days (which varies depending on the time of year).

      In any case, do not hesitate to contact us.

  • My warranty

      Do my items come with a warranty?

      Some products purchased from our site have a manufacturer's warranty. The warranty details are in the product description.

      Manufacturer's warranties are generally for one year and include parts and labour. To qualify for the product warranty you must be able to produce your invoice.

      We will send you the steps you need to follow for after-sales service for any problems you may have with a product if you send us an email with your name, date of purchase and the item description.

      Warranty procedures

      For any warranty, statutory or contractual, the goods must be returned in accordance with the manufacturer or dealer's procedures. When you buy a product it comes with a warranty card (depending on the item purchased).

      It is essential that you send this card to the address printed on it. If you don't follow this procedure the warranty will not be valid.

      What do the warranties cover?

      Please be aware that any problem with the product which is the result of neglect, damage or misuse will render the manufacturer's warranty invalid. If this is the case, the product will either be returned to you in its current condition, or repaired following the acceptance and payment of a charge determined by the manufacturer.

      In any event, the manufacturer's warranty and the purchase of any additional warranty does not effect the customer's statutory rights (including the warranty against latent defects or guarantee of conformity).

  • My products

      Is the photograph of the product accurate?

      To produce the catalogue PADD uses images provided by its suppliers.

      We do point out that the illustrations are not legally binding: The colour and size, etc. are described in the product title or in the product description.

      If you have any doubts, don't hesitate to contact us.

  • My loyalty

      What is your loyalty program?

      Available in stores and on the Internet you only need to make five purchases over a period of two years to qualify for a discount of 5% (when you make your sixth purchase) calculated on the total value of all your purchases.

      The PADD-HORSETACK.COM loyalty program entitles the holder to the following benefits under the conditions set out below (for on-line sales only):

      • The number of orders per day is unlimited
      • All forms of payment are included except for "payment on account"
      • The following items are not included: services, sale items, stock clearance goods, current promotions etc.
      • Only items which have the loyalty logo on the site are taken into account when calculating your discount.

      When shopping on-line, the Customer must provide their customer number (provided when you receive your loyalty card).

      With every purchase made on the PADD-HORSETACK.COM site the current discounted amount is shown.

      How do I know if my loyalty discount applies right now?

      With every purchase made on the PADD-HORSETACK.COM site the current discounted amount is shown.

      When your make your sixth purchase your discount will be automatically deducted from your shopping cart total if the total purchase amount is equal to or higher than the amount of discount available.

      If your purchase is worth less than the discount available, your discount will be carried over to the next purchase.

      You can also check the value of your current discount in your "My Account - PADD Loyalty Discount"

  • Promo code

      How does the PADD promo code work ?

      1- Receive your promo code by email, text message, or directly in store.

      2- Shop online by adding items to your cart or choose right in the store (according to the terms of the offer). Promo codes may be subject to certain restrictions. Promotions are exclusive to individuals and are strictly for personal use. Promo codes are valid for a limited lime only and/or are subject to minimum spending requirements. A promotion may be restricted to a certain list of products and in this case the offer will apply for as long as there is stock available in the stores and online shop. Promo codes may not be combined with any other ongoing offers or discounts. Purchases made using a promo code will not be applied to your PADD Loyalty Card.

      3- In your online cart, enter the special offer code and click OK. The offer will be automatically applied to your order and the discount will be calculated accordingly. You may also visit one of our stores and make use of your promotional offer at the till.

  • My personal information

      Who has access to my personal information?

      All personal information you provide in connection with your customer account is treated in the strictest confidence. In other words, your personal information will not be disclosed to any third party outside PADD.

      Why do I have to give my email address and my mobile phone number?

      We need this information to be able to contact you in case of any problems with your order. If we do not have a valid email address or mobile phone number we cannot guarantee the delivery of the items ordered.

  • Technical problems

      I lost my password

      Lost your password? Don't worry. Simply reset your account password by clicking on "I forgot my password"

      You will receive an email asking you to verify your request. Once your request is verified a new password will be sent by email.

      I have changed address

      You have change your address?

      Please change your contact details in the settings under "My Account" and let us know when you place your next order on PADD-HORSETACK.COM

      What is a Cookie ?

      Cookies are files containing specific information that is stored in memory on your hard drive. This information is used to generate visitor statistics for the site.

      Cookies make it possible for the store to retain your username and password, making it easy to log-in to your customer account.

      A message may ask you if you want to accept cookies. You can, of course, decline. It is also possible to configure your browser to accept or reject cookies from PADD-HORSETACK.COM at any time. We can assure you that these cookies do not contain any confidential information about you and simply make using the site a smoother experience. If you cannot find the answer to your question here just contact us

  • Customer Service - Contact

      How to contact the customer service ?

      Our customer service answer to your questions Monday to Friday from 10h to 18h (Excepted holidays).

      You'll receive an answer in 48h maximum (excepted exceptional case).

      To contact us, thanks to use this form "Contact us"

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