Delivery and returns

This page explains the conditions for delivery, returns, refunds and after-sales handling for orders placed on the DR Phone shop.

• Tracked delivery in France and in the European Union.
• Free pickup available in our shops in Cambrai and Mons (choose “Free in-store pickup” at checkout; ID document and order number required at pickup).
• Tracking number sent by email after shipping.
• Return possible under the legal right of withdrawal and the applicable warranties.

Our technicians check in particular that the model, the capacity, the colour, the actual condition of the device and the options match the customer's order.

The order is prepared after the payment has been confirmed. The customer must provide a complete and accurate address: number, street, postcode, town or city, country, email and telephone. An address error may delay delivery or cause the parcel to be returned.

Orders are shipped to the address given at payment. As soon as the shipment is validated, the tracking number is sent to the customer by email and is visible in their customer account.

Preparation and dispatch: usually 3 to 7 working days depending on the product; the exact lead time and an estimated delivery date are shown on each product page and repeated in the cart. Transport depends on the country (see “Delivery area”). These lead times may vary depending on the carrier, public holidays, the time of year or a delivery incident.

The shop currently delivers to mainland France and to the countries of the European Union. Delivery charges and usual transit times after dispatch:

• France: from €4.21 (pick-up point), usually delivered 1 to 2 working days after dispatch
• Belgium and Luxembourg: from €6.90, usually delivered 2 to 4 working days after dispatch
• Germany: from €5.90, usually delivered 2 to 4 working days after dispatch
• Netherlands: from €5.90, usually delivered 2 to 4 working days after dispatch
• Austria: from €7.90, usually delivered 2 to 4 working days after dispatch
• Spain: from €7.90, usually delivered 2 to 5 working days after dispatch
• Italy: from €7.90, usually delivered 2 to 5 working days after dispatch
• Ireland: from €11.90, usually delivered 2 to 5 working days after dispatch
• Portugal: from €7.90, usually delivered 3 to 5 working days after dispatch
• Poland: from €10.90, usually delivered 3 to 5 working days after dispatch
• Sweden: from €13.90, usually delivered 3 to 5 working days after dispatch
• Denmark: from €11.90, usually delivered 3 to 5 working days after dispatch
• Finland: from €13.90, usually delivered 4 to 7 working days after dispatch
• Greece: from €13.90, usually delivered 4 to 7 working days after dispatch
• Czechia: from €10.90, usually delivered 3 to 5 working days after dispatch
• Slovakia: from €11.90, usually delivered 3 to 5 working days after dispatch
• Hungary: from €10.90, usually delivered 3 to 5 working days after dispatch
• Romania: from €13.90, usually delivered 5 to 8 working days after dispatch
• Other European Union countries: price and lead time calculated and shown before payment

The exact price depends on the address and the delivery method chosen; it is shown before the payment is validated.

On receipt, the customer must check the condition of the parcel and the product. In the event of a damaged parcel, a missing product, a wrong model or a visible anomaly, it is recommended to take photos and to contact DR Phone quickly in order to facilitate the handling of the case.

The request must be sent to contact@drphone.fr with the order number, the relevant photos and a clear description of the problem.

For a distance order placed by a consumer, DR Phone applies a withdrawal period of 30 days from receipt of the product. The customer may exercise this right without having to justify their decision, subject to the applicable legal exceptions.

The request must be sent before the end of the period to contact@drphone.fr, stating the order number, the customer's name and the product concerned. Simply refusing the parcel or sending the product back without a clear message is not sufficient to formalise a withdrawal.

The customer may also use the model withdrawal form set out in the annex to the terms and conditions of sale, but is not obliged to do so.

Once the request has been validated, DR Phone sends the return instructions by email. The product must be sent back complete, properly protected, with any accessories, without a SIM card, without an active Apple/iCloud account and without personal data.

The customer remains responsible for backing up and erasing their data before sending. A reduction in value may be applied if the product comes back damaged or if it has been handled excessively beyond normal testing.

In the event of withdrawal, the direct costs of return are borne by the customer. The customer chooses and pays for their carrier, with a tracked and sufficiently insured shipment. As an indication, a tracked return from mainland France generally costs between 6 and 15 euros depending on the carrier, the weight of the parcel and the level of insurance chosen. The customer remains responsible for the parcel until it is received by DR Phone.

In the event of a confirmed preparation error, a non-conforming product or a defect falling within the scope of the legal warranty, DR Phone indicates the appropriate solution and covers the cost of the return where the law requires it.

In the event of withdrawal, the refund, including the initial delivery costs at the standard rate, is made to the payment method used for the order, within 14 days at the latest of receiving the withdrawal request; it may be withheld until the returned product or proof of its dispatch has been received.

Refunds are processed within the applicable legal time limits. The time it takes to appear on the bank account may then depend on the bank or the payment service provider.

An exchange may be offered depending on the stock available: equivalent model, another colour, another capacity or another condition. The exchange is only validated after the customer's agreement and inspection of the product concerned.

An after-sales request is not a withdrawal. It concerns a product that has a defect or a malfunction after receipt. The customer must contact DR Phone with their order number, the IMEI if available, the problem observed and, if possible, photos or videos.

DR Phone then opens an after-sales case, sends the instructions and may provide a return slip to include in the parcel. After analysis, DR Phone informs the customer of the action taken: repair, exchange, return of the product, refund if applicable or a reasoned refusal if the defect does not fall within the scope of the warranty.

For any question relating to a delivery, a return or after-sales service, the customer can write to contact@drphone.fr. To speed up processing, the order number, the name used for the purchase, the phone concerned and a precise description of the request must be provided.

These conditions apply to orders placed on the DR Phone online shop. They do not deprive the customer of the rights provided for by law, in particular the right of withdrawal applicable to distance sales and the legal warranty of conformity when the conditions are met.