FAQs

How to order a product ?
It's really very simple. To begin with, choose the products which interest you, either by yourself or by letting yourself be guided by the advice cards concerning the material that you are working on : leather, wood, floors, domestic products. Add them to your basket one by one , then validate the basket and confirm that you want your order to proceed to payment by bank transfer, cheque, or credit card on the site of our banking partner. If you are a new customer you need to open an account. Existing customers need only to identify themselves to access their account and take advantage of possible discounts that are available to them. The input of your telephone number is mandatory in case your letter box is not accessible by carrier other than the post office.

How to find a product ?

If you know the name of the product
Use the search motor situated at the top on the right hand side of the homepage. Write all or a part of the name of the product or a keyword and the list of relevant items will appear. This list is without photos. You accede to the product details by clicking on the article.
If you don't know the name of the product
You can use the catalogue of the site. The homepage proposes several supports (leather, wood, stone...) on which you can click to discover different domains (shoes, furniture, floor, garden...) containing the relevant products. Each product is illustrated by a small photo.
If you don't know which product is suitable for you, use the advice cards. These are accessible via the homepage using the “Advice Card” tab and by the advanced search motor. By selecting a support or an action, Valmour will propose a list of advice cards containing the names of the products relating to your request and instructions how to use them.
For each item you can display the detailed description and/or a bigger photo. If available, the technical sheets are put at your disposal for a PDF file download. Then you can add any of these products to your basket.

How to select a product ?
Once you have gone into the details of a product which interests you and which you want to add to your basket, just click on the button « add to the basket ». Before, you can select which quantity of the product you want to order. In the majority of cases, you take advantage of degressive prices for up to 5 products ordered. Once in the basket, you can still modify the quantity by changing the indicated number and by confirming with the « Update » button situated to the right of the basket or by pressing the « enter » key.

How to obtain an Order Form or a Proforma Invoice ?
Choose the payment method ''Cheque'' or ''Bank Transfer'' during step number 3 of the ordering procedure and you will receive these documents attached to the mail that confirms your order.

How do I finish my order ?
It's really very simple. To begin with, choose the products which interest you, either by yourself or by letting yourself be guided by the advice cards concerning the material that you are working on : leather, wood, floors, domestic products. Add them to your basket one by one , then validate the basket and confirm that you want your order to proceed to payment by bank transfer, cheque, or credit card on the site of our banking partner. If you are a new customer you need to open an account. Existing customers need only to identify themselves to access their account and take advantage of possible discounts that are available to them. The input of your telephone number is mandatory in case your letter box is not accessible by carrier other than the post office.

Which means of payment do we propose ?
Valmour proposes payment by :

Credit Card (Visa, MasterCard, American Express)
Cheque
Bank Transfer

The choice of payment is made at the end of the order after having confirmed the products in your basket.

Which means of transport do we propose ?
Depending on the contents and the destination of the parcel, Valmour proposes several carriers in step 2 of your order, after your basket validation:

COLISSIMO : for France and its overseas departments and territories ( very practical for private persons who are absent during the day, because your parcel will be deposited at the nearest post office), but also everywhere in the world where La Poste have a local partnership.
EXAPAQ : for continental France , the E.U. and countries of continental Europe ( ideal for delivery to professional addresses , because delivery in exchange for a signature only). Attention when choosing Exapaq for delivery to a private address: better choose an address easy to find where someone can take delivery of your parcel ( a close-by store, your workplace, etc...).
POST : whenever the products can be sent in a padded bag.
COLLECTION AT OUR OFFICES : for those who can come by once their order has been prepared.

FedEx : 2 working days worldwilde delivery

Make a choice during step number 2 of the ordering procedure, after having validated your basket containing your selection of products.

Which discounts am I entitled to ?

To reward their faithful customers, Valmour allows you to take advantage of four customer loyalty development systems which can save you up to 40% !

Degressive prices which allow you to reduce the price of an item if you order several. During the display of the product page you can change the quantity and immediately see the saving that you can make by ordering several products. When you are ready to validate your basket you still have the possibility to change the quantity and take advantage of the discount.
The carriage fees which are offered once your order attains a certain amount which can vary and which is indicated on the site.
The reduction vouchers which you cumulate at the rate of 5€ for every 150€ of purchase, to be automatically deducted from the next order if it attains twice the value of the voucher. These reductions vouchers will be granted once the payment of your order has been recorded by our services.
Promotionnal codes from time to time.

Which country can I have my products delivered to and how much will the carriage cost ?

The list of countries to which your products can be delivered is evolving regularly and available online when you create or modify your client account, and also in your summary shopping basket, once you have selected all the products which interest you.
The carriage fees are also indicated in the summary shopping basket, and depend on the weight of the parcel.

How soon will the products be delivered ?

Once you have confirmed your order and after reception of your payment(immediately if you pay by credit card on the secure site of Caisse d’Epargne), Valmour commits to dispatching your parcel within 48 hours. Afterwards, the delay for delivery depends on the carrier and the country of delivery:

France Continent, Monaco : 2 to 3 working days
France Corsica, Belgium, Germany, Luxemburg, Netherlands : 3 to 4 working days

Andorra, Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Poland, Portugal, Romania, Slovaquia, Slovenia, Spain, Sweden, Switzerland, United Kingdom:
4 to 5 working days
France DOM TOM, USA : 6 to 8 working days

Depending on the contents of the parcel and the address of delivery, Valmour proposes delivery either by Exapaq or Colissimo. In both cases the parcels are delivered in exchange for a signature. If you are absent, the carrier will deposit a notification of delivery in your mailbox. Afterwards, Colissimo will deposit your parcel at your post office. On the other hand, Exapaq will take your parcel back to its base and will wait for your instructions for re-delivery. For a follow up via the internet, use the link with the parcel number provided on the email confirming its dispatch.
The parcels will be delivered in exchange for a signature. In most cases, excess delays are due to difficulties of access for the carrier either to the customer or to his letter box (for a notification of passage). Therefore it is very important to indicate a phone number where the carrier can contact you or another valid delivery address (workplace, neighbour, shopkeeper…). After 10 days without any news from you the parcel will be send back to us. It will again be sent to you for an fixed additional fee of 15.00 €.

Why do I need to create a personnal account ?

This account is necessary for us to correctly treat your order.
With the help of your coordinates we will send your parcel to the address of your choice, which can be different from the invoicing address. Once your account is created you will not have to do it again for future orders.
Thanks to your E-mail address you will receive real time information concerning the treatment of your order ; « being prepared», « paid » or « sent ».

Respect of privacy

All information collected by Valmour to create your account is subject to the law covering the treatment of private data (number 1139150).This information is confidential and restricted to Valmour and to his providers solely for the treatment of your orders.

I have lost my password !

You can easily recover it by clicking on the button « I have lost my password » under the rubric « My Account ». You will be notified by e-mail.

I would like advice on the choice of a product.

From the homepage of www.valmour.fr you will find an advice column and an advanced search motor which allow you to find products with the help of keywords and consult numerous advice cards.

Can I return an item if I am not satisfied ?

Yes, of course. You have a legal right of retraction of 7 days from the first presentation of your parcel. The products must be returned by the Customer to the dispatching address whithin this delay and at his charge. If the return is due to an error of Valmour, the products will be re-imbursed after verification and replaced without cost for the Customer, except in case of a different address of delivery, which is similar to a second order.

How to return a product ?

Return a copy of the dispatching slip enclosed with the goods with your parcel and indicate the products that you wish to return. Send the parcel to the following address :
SARL VALMOUR
Carrefour de Lombre
16320 MAGNAC LAVALETTE.

When will I be re-imbursed ?
You will be re-imbursed within 15 days, once the products have been received again by Valmour.