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Help & SUpport
Payment
Online, you can pay with Bancontact (card and app), credit & debit card (Visa or MasterCard), Maestro, Klarna, Apple Pay and Google Pay.
In store, you can easily pay with Bancontact, credit card, cash or with Apple Pay.
- Tap the Apple Pay button or choose Apple Pay as your payment method.
- To pay using a different card, tap the or icon next to your default card.
- If necessary, enter your contact details and billing and shipping information. Since this data is stored by Apple Pay, you will not need to enter it again.
- Confirm payment.
– iPhone or iPad with Face ID: Press the side button twice, then use Face ID or your passcode.
– iPhone or iPad without Face ID: Use Touch ID or your passcode.
– Apple Watch: Press the side button twice.
– Mac with Touch ID: Follow the instructions on the Touch Bar and place your finger on the Touch ID sensor. If the Touch ID sensor is turned off, tap the Apple Pay icon on the Touch Bar, then follow the on-screen instructions.
– Mac without Touch ID: Confirm payment on your Bluetooth-connected iPhone or Apple Watch. Make sure you’re signed in with the same Apple ID on all devices. - Once payment is made, “OK” and a check mark appear on the screen.
You can pay with your Bancontact card or with the Payconiq by Bancontact app online and in our stores.
When ordering your product, select Bancontact as the payment method and confirm payment with your card or with the app on your smartphone.
You can also finalize the payment with all individual online banking apps. Payment via Bancontact is completely free.
The “Payment in 3x” option from our payment partner Klarna represents an alternative to traditional credit. It allows you to spread the payment for your purchases over 3 installments. These payments are automatically taken from the debit/credit card on file until the full order amount is paid. This payment partner also allows you to pay with 1 installment, or even pay the entire balance earlier if you wish. However, it is currently not possible to postpone the scheduled payment date.
If your order is eligible for the “Payment in 3 installments” option, you can make this choice at checkout and enter your debit/credit card details. As soon as the store ships your order, you will receive an email from Klarna with your payment schedule and we will take the first payment from your card. You can view and manage your purchases and payments in our app. So be sure to download it to stay in control and never miss a payment!
Good to know: using the “Payment in 3x” option does not generate any fees!
How to subscribe to the “Payment in 3 installments” option?
No registration is required! If your order is eligible, the option is offered during checkout. You do not need to enter any additional information. Simply select “Pay in 3x” as your payment method and enter your debit/credit card details. This is the card on which we will carry out the scheduled automatic withdrawals.
Your invoice is attached to the shipping confirmation email. You can also view your invoice in “My Orders” in My Account.
How it works ?
Click on the order for which you want to view and/or pay the invoice. Your invoice can be downloaded in your order overview. Did you just order? Then you will receive the invoice in the shipping confirmation after sending your order.
Delivery
Your package will be delivered free of charge for any order over €250, €750 or 1500€ depending on the country of delivery. We ship packages between 9:00 a.m. and 4:00 p.m.
When your package is shipped, you will receive a confirmation email telling you the details as well as the tracking code if available.
You can do several things.
1. Check Track & Trace of your package
You can find it in My Account or in your dispatch confirmation. Use this link to check if the delivery time slot has been postponed.
2. Check the delivery address
Is the shipping address you entered correct? Also check your postal code.
3. Check your mailbox
Did you receive a message telling you that the delivery man came by while you were away? So, the package has been delivered to your neighbors or the delivery person has scheduled a new delivery time slot.
Not sure where your package is yet?
Wait a little longer, your package may have been delayed. There is an 80% chance that you will receive your package the next day. Still haven’t received it after 5 business days? So please contact our customer service within 14 days of the original delivery date. We will help you find a solution.
Easily check the status of your order in My Account. There you will also find a link to your Track & Trace. You can also find the Track & Trace code in your shipping confirmation email.
Your tracking number is not correct on the day of delivery? Please contact our customer service.
Order
A few minutes after your purchase on our site, you will receive an order confirmation by email summarizing the details of the products purchased, the price paid, the delivery address, the billing address as well as the delivery method selected.
This email also contains your order number.
If at the end of the payment process, you do not receive an order confirmation by email, it is possible that your payment has been refused (incorrect bank details, payment limit reached, insufficient funds, authentication failure, etc. .).
In this case, we invite you to contact your bank to check the status of the payment. If you have confirmation that payment has been made, but no order appears in your customer account, please contact our Customer Service.
Check if the amount has been debited from your account.
If this is the case, we advise you to wait an hour. Indeed, we sometimes receive late payments during peak periods. It may take up to one hour to receive an order confirmation.
If you still have not received anything after this time, contact our customer service.
Check your spam. Sometimes the order confirmation arrives in this folder.
If your account has not been debited, it means the payment failed. In this case, reorder. We do not process orders with unsuccessful payment; so you don’t have to worry about receiving two orders.
You can cancel your order in “my orders” in My Account. Cancellation is possible as long as your product has not left the warehouse. Has your product already been sent? You can refuse it on delivery or send it back for free via the online return form.
Once you have placed your order, you can no longer change the delivery address of the order yourself. Whether or not you can change the address depends on the delivery service delivering your package.
Have you already received an email indicating that your package will be sent by our carrier? In this case, it is unfortunately too late to change the address.
Your invoice is attached to the shipping confirmation email. You can also view your invoice in “My Orders” on My Account.
How it works ?
Click on the order for which you want to view and/or pay the invoice. Your invoice can be downloaded in your order overview. Have you just ordered? Then you will receive the invoice in the shipping confirmation after sending your order.
When you buy a product, we send you instructions for writing a review.
There is another option: open the Orders section in your account, click on “View order” and then click on each product, on the corresponding pages you can leave your opinion.
A customer can only leave an opinion on products that he himself has already purchased.
Returns
You can register your return within 14 days of receiving the product. You will then have an additional period of 14 days to return your product at your of charge.
You have 2 possibilities:
Exchange your product for another product for free.
Return your product and get your money back.
To recover the full purchase price, it is important to return your product in its original and undamaged condition.
You can indicate your choice in the returns form. After 14 days, the product can still be repaired, but the options above are no longer valid.
Yes, as long as the product in question was not purchased through a private sale, you can test your product as you would in store.
Don’t like the product? In this case, you can return it. It is important to return your product in its original condition and packaging.
As you can imagine, the following products cannot be returned:
- Unsealed software: you will therefore not be able to restore the latest CALL OF DUTY after playing a game
- Digital activation codes like those used for Microsoft Office
- Coupons, gift certificates and vouchers, even if they have not yet been used
- Cartridges and toners from which the protection and film have been removed.
Services provided by couriers and installers are not refunded.
The following elements are affected:
- Installation and integration costs
- Vouchers exchanged for installation and recessing work
- Costs for special services like insurance and deliveries during specific time slots
Warranty
Most products carry a minimum 2 year warranty on manufacturing defects. With normal use, your product should not fail for the first 2 years. Some products even come with a 5-year manufacturer’s warranty.
Warranty Type The warranty type indicates how your product will be repaired. The warranty type can be found on the product page between your product specifications. We have 2 types of warranty:
- Via electrovideo.eu. After reporting the repair, you will receive a shipping label. Send us your product or drop it off at one of our stores.
- Home from home. You do not have to return the product yourself. After reporting the repair, you will be contacted to determine the best solution. For example, a repair at your home, collection of the product for repair, sending of spare parts or exchange for a new product.
If you want to return your product or have it repaired, you can do so quickly and easily using the online return form.
Free repair in case of manufacturing defect
If your product breaks down due to a manufacturing defect during the warranty period, the repair is free. We speak of a manufacturing defect when a product breaks sooner than expected under normal use. For example, when your phone screen suddenly breaks while you weren’t doing anything in particular.
Paid repair for damage due to use
If the defect is caused by your own fault, it is a question of damage due to use. This is not covered by the manufacturer’s warranty. We are available to help you with the repair, but there will be a charge. It is difficult to give you an indication of the costs in advance. We will first need to review your product and provide a quote. In any case, we will wait for your confirmation before starting the repair.
Easily and quickly register the repair via the online return form.
Electrovideo.eu repairs your products during the period of validity of the manufacturer’s warranty and after it has expired. The repair is free in the first case and paid for in the second.
- Your product fails within 30 days of purchase? You can exchange it for a new product or request a refund.
- Your product breaks down after 30 days of purchase and during the warranty period? If it is a manufacturing defect, the repair will be free.
- We can also repair your product after the manufacturer’s warranty has expired. However, it is a paid service. After having checked your product, we will draw up an estimate. Then you can get it repaired or not.
Want to have your product repaired? The online return form allows you to save it with the snap of a finger.
If the malfunction of your product is caused by your fault. For example, if you spill coffee on your laptop and your screen goes black. Or when your phone screen is broken after you drop it.
A repair person will then examine your product to determine the cause of the defect and whether the repair is covered by the manufacturer’s warranty. If you want to have the damage caused by use repaired, there is a charge for the repair.
You can register your return via the online return form.
Support
We always offer you the level of support you would expect from a reputable online store.
We offer various communication channels such as social media, online chat in the store, WhatsApp, and Messenger.
You can also contact us directly by email or phone if you prefer.
For easier communication and to provide you with a quick response, we recommend using the online solutions available.
To ask a question or share a suggestion with a customer service representative, create a ticket in the support module. To do this, follow these steps:
- Go to your customer account after logging in.
- Click on ‘Support’ in the menu on the left.
- Then click on the ‘+‘ (green) button in the bottom right corner to add a new support ticket.
- Give your ticket a title that briefly summarizes your question or suggestion.
- Type your message. For smooth follow-up, we ask that you consider the ticket criteria below.
- You can optionally add an image, screenshot, or document for clarification purposes in one of the following ways:
– Add an image using the image icon.
– Paste an image into the field message using Ctrl-C and Ctrl-V.
– Add an attachment (Word, Excel, PDF, CSV) by clicking ‘browse’ next to ‘Attachments’.
- Click ‘Send’.
To help you as quickly as possible, it’s important that your support ticket is clearly worded. A good support ticket meets the following criteria:
- A detailed description of the question or problem.
- Photos and/or screenshots illustrating and representing the problem encountered.
For a quick response to your question, please always use the online communication channels available to you (WhatsApp, Messenger).
We generally respond within the hour.
If your issue concerns, for example, a return or repair request for a product still under warranty.
Please open a support ticket directly by following the instructions provided.
After opening your support ticket, you will generally receive a response within 24 hours.
