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FAQ - Frequently asked question
Do you have any questions or problems regarding the delivery of your parcel? Are you wondering about delivery deadlines or payment methods? Here you can find the most frequently asked questions to our customer service!
Delivery / Shipping of your order
Has your order been shipped?
Customer Service
- My delivery time is not the one you usually indicate
- When will I get my tracking number?
- What does my order status mean?
- I received my package damaged, what should I do?
- Can I refuse delivery?
- My parcel is marked as delivered but I have not received it
- The colour of my pétanque set disappears / fades after my first games, is this normal?
- How does the manufacturing guarantee work?
- What is the withdrawal period?
- A ball is cracked/broken/drilled
- The serial number is not the same on the 3 balls
- The weight indicated does not correspond to the real weight
- The diameter indicated does not correspond to the real diameter
- The article (bag, textile, other..) has a defect
My parcel
- I have not received the correct items
- My order is missing one or more items
- I have not received the correct pétanque set
- The pétanque set I received is not the right size
- There is an engraving error on my pétanque set
- I have not received the right order
Technical information
- How can I protect my pétanque set from wear and tear / rust?
- Can I have logos or drawings engraved on my pétanque set?
- Why is the number of characters limited on my pétanque set?
- Is the price of the engraving for the 3 balls or just one?
- What happens if the price changes?
Payment/Quote
- What payment methods are accepted?
- How do I place an order by cheque?
- How do I make a purchase using a gift voucher?
- How to validate a gift voucher ?
- Request a quote for pétanque sets / club clothing / equipment
Other
Delivery / Shipping of your order
Has your order been shipped?
If your order is in "order shipped" status, we invite you to track your order via the tracking number. You can track your order directly from the carrier's website using the link in your order confirmation email indicating your tracking number.
If your package was sent via Colissimo, please allow 2 to 3 days maximum before receiving your order at home. If it was sent via Chronopost, you will be delivered the next day before 1pm. If you live abroad, you can find all other delivery times on our specific page.
If your parcel has been shipped and is within these deadlines, do not worry and be patient, it should arrive soon!
On the other hand, if your parcel is shipped and exceeds these deadlines, we invite you to contact us via our contact form by specifying your order number. We promise to reply within 24 hours, excluding weekends and public holidays.
If your order is in "in process/supply" status, this means that it has not yet been dispatched. Please go to your customer account and look at the indicative delivery date on your order.
If you are currently within the timeframe indicated on your order, it means that we are preparing your order or waiting for supply. For example, if the delivery date is between 09/06 and 13/06, we undertake to deliver your order on 13/06 at the latest. So there is no need to worry, just be patient
!However, if the indicative delivery date indicated on your customer account has been exceeded for more than 5 days, we invite you to contact our customer service via our contact form by specifying your order number. We promise to reply within 24 hours, excluding weekends and public holidays.
Customer Service
It may happen that the usual delivery time is modified due to external events beyond our control. Occasional delays may occur depending on the suppliers, such as a steel shortage, a manufacturing delay, holidays if there is a holiday period... We regularly update our delivery times according to the evolving deadlines of our suppliers.
You will receive your tracking number directly by email on the day of shipment!
- Cancelled / Closed: Your order is cancelled. It will not be processed by our services.
- Order shipped: Your order has left our workshop. You can track your package via the email you received after shipment.
- Waiting for a credit card call: You must contact us so that we can send you a payment link by email.
- Waiting to receive a cheque: We are waiting to receive your cheque so that we can validate your order. You have a maximum of one week to send us your cheque.
- Waiting for bank transfer: We have not yet received your bank transfer.
- In process / In supply: Your order is currently being processed by our services.
- Order shipped: Your order has left our workshop. You can track your package via the email you received after shipment.
- Waiting for a credit card call: You must contact us so that we can send you a payment link by email.
- Waiting to receive a cheque: We are waiting to receive your cheque so that we can validate your order. You have a maximum of one week to send us your cheque.
- Waiting for bank transfer: We have not yet received your bank transfer.
- In process / In supply: Your order is currently being processed by our services.
When you receive the parcel from the carrier, check the condition of the parcel and the guarantee strips. If you have the slightest doubt, do not hesitate to check the contents of the parcel in front of the driver. If your parcel is rescotched by the Post Office or in poor condition, you must refuse it.
You can refuse a delivery. In this case, it will be refunded as soon as we receive it back. Please note that shipping and insurance costs will not be refunded in case of unjustified refusal.
Please contact us by email with your order number and tracking number.
Yes, this is normal. The varnish of the Boules Bleu or the black coating of the other balls fades naturally and disappears with each game. The disappearance of the varnish or the coating is not taken into account by the customer service.
The warranty period varies according to each manufacturer:
- Obut: 3 years
- MS: 2 years
- Boulenciel: 2 years
- La Boule Blanche: 2 years
- La Boule Bleue: 5 years
The guarantee does not take into account wear and tear, theft or loss of a ball.
- Obut: 3 years
- MS: 2 years
- Boulenciel: 2 years
- La Boule Blanche: 2 years
- La Boule Bleue: 5 years
The guarantee does not take into account wear and tear, theft or loss of a ball.
You have 14 days to return a product that you are not satisfied with. It must be returned to us in its original packaging and in new condition. If the parts do not return to us in new condition, we are likely to deduct the cost of repackaging (up to a maximum of 45 euros including tax and up to the cost of the part itself). Please note: No returns are possible for non-standard games, clearance items or customised games. Customised items will only be returned if a defect is found.
Please contact us by e-mail and specify
- your order number
- a photo of the defect of your ball
If the defect is visible on the photos, we will ask you to send us back your pétanque set so that we can assess it. You are responsible for the shipping costs. Afterwards, if we find a defect, the pétanque set will be taken in guarantee and your shipping costs will be refunded. Otherwise, no exchange is possible and the costs will be charged to the customer.
- your order number
- a photo of the defect of your ball
If the defect is visible on the photos, we will ask you to send us back your pétanque set so that we can assess it. You are responsible for the shipping costs. Afterwards, if we find a defect, the pétanque set will be taken in guarantee and your shipping costs will be refunded. Otherwise, no exchange is possible and the costs will be charged to the customer.
Please contact us by email and send us a photo with the 3 serial numbers and a photo of the front of the box (or the warranty card if it is present)
We invite you to go to your local post office and weigh your triplette in order to get a much more accurate measurement. You should know that kitchen scales cannot optimally weigh pétanque balls. Furthermore, manufacturers have a tolerance of plus or minus 5 grams on a pétanque ball. For example: if you order a pétanque set with 710 grams balls, they may weigh between 705 and 715 grams.
We recommend that you measure your boule with a caliper for best results. As for the weight of the balls, manufacturers have a manufacturing tolerance of plus or minus 0.5 mm for a pétanque ball. For example, if you order a pétanque set with 74 mm balls, it is possible that they will measure between 73.5 and 74.5 mm.
Please contact us by email with a picture of your defective item and your order number
My parcel
Please contact us by email with your order number and a photo of the items received.
Please contact us by email with your order number and specifying the missing items in your order.
Please contact us by email with your order number and a photo of the triplet you received.
Please contact us by e-mail and send us a photo with the characteristics of the pétanque set and the balls.
Please contact us with a photo of the engraving and your order number.
Please contact us by email with your order number and the content of your package.
Technical information
To protect your triplet effectively from wear and tear or rust, remember to use lubricating oil once a month. Also remember to wipe your balls with a cloth after each use.
With Pétanque Shop, it is possible to engrave your design or logo on a triplette. Go directly to the product sheet to find out more.
On striated balls, we cannot exceed a certain number of characters, in which case your engraving will overlap your striations.
The price of the engraving is for a pétanque set, so 3 balls!
When you confirm the order by selecting a payment method, the sale is considered concluded (agreement on the goods and the price). If the price drops a few days after the order is placed, we will not be able to compensate you in any way for the difference. If the prices increase, we are committed to deliver at the price fixed on the day of the order. In both cases, the prices indicated on the order are firm and definitive.
Payment/Quote
We accept a variety of payment methods: credit card, cheque, Paypal, bank transfer and payment via Alma. Details on our dedicated page
When paying by cheque, you must send your cheque made out to Edeals to the following address
EDEALS SARL
26bis Rue du Marché Commun
CS93206
44332 NANTES Cedex 3
within a maximum of one week after your order so that it is not cancelled. It must be accompanied by a copy of the e-mail acknowledging receipt of your order. If you do not have a printer, please note on the back of the cheque the day of your order and the order number.
The cheque must be made out to the person who placed the order. It will be cashed upon receipt.
EDEALS SARL
26bis Rue du Marché Commun
CS93206
44332 NANTES Cedex 3
within a maximum of one week after your order so that it is not cancelled. It must be accompanied by a copy of the e-mail acknowledging receipt of your order. If you do not have a printer, please note on the back of the cheque the day of your order and the order number.
The cheque must be made out to the person who placed the order. It will be cashed upon receipt.
Please feel free to shop around and use your gift voucher as a form of payment when you check out.
If any of the items in your order exceed the value of your gift voucher, you will need to select an alternative payment method to cover the difference.
If you have more funds in your gift voucher account than the total cost of your purchase the balance will be left in your Gift Voucher Account for the future.
If any of the items in your order exceed the value of your gift voucher, you will need to select an alternative payment method to cover the difference.
If you have more funds in your gift voucher account than the total cost of your purchase the balance will be left in your Gift Voucher Account for the future.
If you receive a gift voucher by email it will contain details of who sent you the gift voucher, along with a short message from them. The email will also contain the gift voucher code, which you can print out. To redeem your gift voucher, click on the link provided in the email, create your account which is required if you are not yet a customer. Once validated by us, you can then proceed to checkout. A link is available at any time to validate your gift voucher in the information section in the left column.
Please note that in order to validate a gift voucher, you need to open an account.
In order to make a quote, you must send us the following information:- references
- quantities
- Delivery address
- Desired delivery time
- Method of payment
- quantities
- Delivery address
- Desired delivery time
- Method of payment
Other
For further information, do not hesitate to contact us by e-mail at [email protected] and make sure you provide us with as much information as possible so that we can reply and satisfy you as soon as possible. We promise to respond within 24 hours.
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