You are a new user or you had an account on the old Charbonnel website, we invite you to create an account on the new Charbonnel website to view your dashboard, place and track your orders, update your information. To do this, go to the account icon at the top right of the site, and let us guide you to enter your email and password.
I forgot my password, what do I do?
By clicking on forgotten password a password reset procedure will be sent to you to choose a new password.
Where can I find my orders?
In my account > my orders.
Orders placed on the old site are not registered on the new site. For any information concerning an order on the old site, current or past, you can contact us via the contact form.
How to follow an order in progress?
In my account> my orders, you can follow all your orders thanks to the status indicated. In addition, an email is sent at each stage of your order. Orders placed on the old Charbonnel website are managed manually. If you have any questions, do not hesitate to contact our customer service via the contact form.
What are the delivery methods?
The Charbonnel website offers standard delivery by the service provider Chronopost or a click and collect at the Charbonnel shop, 13 Quai de Montebello, 75005 Paris.
Link : https://www.charbonnelshop.fr/fr/informations-de-livraison/
What are the shipping zones?
The charbonnel.fr website ships throughout France.
Spain, Italy, Germany, Austria and Luxemburg will be redirected to www.charbonnel.row
How much is the shipping cost?
Any order under 60€, shipped in France, will have a Chronopost cost of 5,00€.
Any order under 60€ shipped to another country than France, the shipping cost will be 8,00€.
For orders over 60€, delivery in France and other countries is free.
Click and Collect at the Charbonnel shop is free.
What is the difference between a shipping time and a delivery time?
The shipping time is the time it takes to prepare the order, to process the order, to gather the items, to pack the products.
The delivery time, between 3 and 5 days, is the time between the handing over of the parcel to Chronopost and the delivery at home.
First of all, check that you have received an email confirming the shipment of your order and that the delivery address is the one you want.
If you have chosen the Click and Collect option, it is up to you to collect your order from the Charbonnel boutique, 13 quai de Montebello, 75005 Paris during the boutique’s opening hours.
If you have chosen a standard delivery, please allow 3 to 5 days after the shipping confirmation email for Chronopost to deliver your order. Check your mailbox to see if a delivery notice has been left.
Finally, contact us to carry out a search together with the tracking number of your package.
As a reminder, Charbonnel is not responsible for the delivery of the Chronopost service provider.
I am a professional, how to create a pro account?
This website is dedicated to individuals. For any order from a professional, please contact us via our contact form.
What are the online payment methods?
The payment page is secure and allows you to pay with the following payment methods: credit cards (VISA, MASTERCARD and AMEX) and PayPal.
How to return an item?
Contact us via the contact form to indicate the reasons for your return.
You have 14 days to return any item or order in its original condition.
Please read the detailed conditions on this link: https://www.charbonnelshop.fr/fr/remboursements-et-retours
What are the refund procedures?
Contact customer service via our contact form to identify the reason for your return.
The item must be returned in its original condition and within the 14-day cooling-off period.
In accordance with the Consumer Code, if you return your order in full, you will be reimbursed for the delivery costs. In the case of a partial return, the delivery costs will not be refunded.
Your refund will be made to the original method of payment for your order, within 14 working days.
See our refund and return conditions (link: https://www.charbonnelshop.fr/fr/remboursements-et-retours/)
I have made my return but have not been reimbursed, what should I do?
Check that your package has been received by our Charbonnel returns department by following your tracking number. The refund will be effective within 14 days after receipt of your package.
Contact us via the contact form for any anomaly.
How do I get to the shop?
The Charbonnel shop is located at 13 Quai de Montebello, 75005 Paris.
Open from Monday to Friday, from 11am to 18.30pm and Saturday from midday to 6.00pm
How to get there :
Metro: Line 10-Maubert-Mutualité or Line 4-St Michel
