Frequently asked questions

• Click on the "ACCOUNT" icon in the top right-hand corner
• Select "Create an account
• Fill in all the information requested
• Click on "Next
• Enter your billing information
• Would you like to receive promotional offers from Carross? Accept to receive the newsletter or click on "accept and subscribe".
• Your registration is now complete and you will receive an email confirming that your account has been created
• Your Carross account has been created.

• Click on the "ACCOUNT" button in the banner at the top right of the page
• Enter your e-mail address and password
• Click on the "CONNECT" button
• You are logged in to your Carross account

• Log in to your customer account
• Click on the ORDERS/Invoices tab
• Choose the period for which you wish to retrieve your invoices
• Click on "DOWNLOAD MY INVOICES".
• Your invoices are sent directly to your mailbox

• Log in to your customer account
• Click on the ORDER/BILLING tab
• Click on "DISPLAY DETAILS".
• Click on the PDF icon
• Download your credit note

It is not possible to download an account statement from the website. To obtain your account statement, if you are in France, you must contact Customer Services on +33 (0)1 60 27 20 19 and if you are in Europe, by e-mail at the following address europe@carross.eu.

• Log in to your customer area at the top right of your page
• Choose the "MY INFORMATION" tab
• Fill in your new personal details
• Click on "MODIFY
• Your information is now up to date

Yes, it is perfectly possible to have several delivery addresses. There is no limit to the number of addresses you can have.

• Log in to your customer area
• Choose the "MY ADDRESSES" tab
• Then add a new delivery address
• Click on the "Add a new address" button

No, it is not possible to add several billing addresses. Only one is possible. However, you can change it by logging into your customer area. Companies with several siren numbers need to create several accounts.

You can change your e-mail address once your customer account has been activated. To do this, log in to your account:

• Go to the "My information" tab in the customer area.
• Modify your e-mail address directly
• Click on modify
• Your e-mail address is up to date

• Access your customer area in the top right-hand corner.
• Click on the "forgot password" link
• You will receive a password reset email with a link.
• Click on this link and enter your new password twice, then click on confirm.
• Your new password has now been updated in your customer area.

You can reset your password as many times as you like.

• Log in to your customer area.
• Go to the "My details" tab
• Enter your old password and your new password
• Click on the "edit" button

Your password will be updated automatically.

• Add items to basket
• Once you have finished shopping, click on "I order".
• Choose the delivery address you require and the method of payment (credit card, bank transfer, etc.).
• Then confirm your payment. Your order has now been confirmed and is being prepared. You will receive an order confirmation email.

If you are unable to validate your order and you live in France, we invite you to call the sales department at +33 (0)1 60 27 20 19 who will help you to resolve your technical problem as soon as possible.

If you live in a European country, please contact the sales department at the following address: europe@carross.eu.

• Log in to your customer area
• Once your account has been activated, click on the "My orders/invoices" tab.
• You will find all your orders and invoices in this area.

An order can only be modified if it is not in Preparation. If you are in France, please contact our customer service department on +33 (0)1 60 27 20 19 and quote your order number.

If you live in a European country, please contact our sales department at the following address: europe@carross.eu

If your order has already been prepared, products can be returned at your expense. Please note that Ready to use colours cannot be returned.

Yes, it is possible to cancel an order if it has not yet been prepared and only under certain conditions and with your sales representative. To cancel your order, contact customer service on +33 (0)1 60 27 20 19 with your order number or by e-mail if you live in a European country at the following address europe@carross.eu

Yes, missing products can be put back (or replaced by substitute products), to do this, contact your sales representative on +33 (0)1 60 27 20 19 and by e-mail if you live in a European country at the following address europe@carross.eu.

The delivery of your leftovers does not generate additional carriage costs.

• Log in to your customer account.
• Once you have logged in, click on the "My orders/invoices" tab.
• You can see the progress of your order.
• You will receive an order dispatch e-mail with a link to the parcel number and carrier tracking (Chronopost).

As soon as you receive your order, it is essential to check the goods before signing the delivery note to avoid any unpleasant surprises.

• Check all the transport documents to make sure that the packages are really intended for you.
• Check that the number of packages matches the information on the carrier's packing list.
• Check that the adhesive strips protecting your parcel are intact.
• Examine the general and external condition of the box(es).
• Open the parcels and compare the quantities with the delivery note attached.
• Ensuring that parcels are in good condition.

It is entirely possible to place an order directly by telephone at +33 (0)1 60 27 20 19. All our sales representatives are available to listen to your order and to provide any additional information you may require.

It is also possible to order by sending an e-mail to europe@carross.eu. or to the e-mail address of your sales representative if you live in a European country.

To place an order on our website, simply create an account by clicking on the "ACCOUNT" icon and then on "Create an account".

Once you have registered, you can already add your products to the basket. Simply follow the various steps until your order is confirmed by e-mail.

As soon as we receive your payment, if all your products are in stock and your order is placed before 4pm, you will receive your order the next day before 1pm for France and within 24/48 hours for European countries.

When you are placed on account in France, you will benefit from additional time for payment.

To be placed on account, you must contact your sales representative at +33 (0)1 60 27 20 19 and make the request directly by telephone. If your request is accepted, we will ask you to complete an account set-up form and return it to us, together with a kbis less than 3 months old and a bank details form if you choose to pay by LCR.

LCR payment: a secure method of payment which allows the payment of an order to be deferred to 30 days from the end of the month (subject to acceptance by our financial department). Payment is made automatically by direct debit, only for professionals.

If you live in a European country, it is also possible to be put on account in order to benefit from our commercial offers.

We offer you different methods of payment to choose from according to your preferences:

For French and European customers, payment by credit card when confirming your basket.
Payment by bank transfer. For this method of payment and unless otherwise indicated by the sales department, the order will be dispatched as soon as payment has been confirmed.

LCR payment (only for France): a secure method of payment which allows the payment of an order to be deferred until 30 days after the end of the month (subject to acceptance by our financial department). Payment is made automatically by direct debit.

For France: Yes, VAT is payable when you place your order.
For Europe: The invoice and payment are exclusive of VAT.

Yes, our site is 100% secure for all types of payment. You have access to the 3D secure system. This system sends a confidential code to your smartphone to validate your payment, or you can validate the payment via your banking application.

In your My Account/My Orders area, you can declare a dispute for each order. Simply follow the steps on the screen.

When receiving your parcel(s), there are a few good practices to be followed:

As soon as you receive your order, it is essential to check the goods before signing the delivery note to avoid any unpleasant surprises.

• Check all the transport documents to make sure that the packages are really intended for you.
• Check that the number of packages matches the information on the carrier's packing list.
• Check that the adhesive strips protecting your parcel are intact.
• Examine the general and external condition of the box(es).
• Open the parcels and compare the quantities with the delivery note attached.
• Ensuring that parcels are in good condition.

More than 99.5% of our orders are delivered in good condition. However, we would like to remind you that it is always important to check your order when you receive it and before signing the carrier's delivery note.

If, however, your delivery does not conform because a product is damaged, here are the steps to follow:

• Put a "damaged parcel" reservation on the carrier's delivery note with the date and signature with the stamp.
• Take a photo of the box and the label (Please note that it is important to take a photo of the box with the Chronopost label clearly visible).
• Take an overall photo of the products and their packaging

You can find all the information at the following address: our commitments

It's important to follow the application instructions carefully, and to make a Test cardboard to check the shade before applying it to your surface.

• Take a photo of the Test cardboard and the vehicle
• Send the photos to +33 (0)7 49 93 33 96 (only for France) or by e-mail to europe@carross.eu specifying your NAME and your ORDER NUMBER.
• We will contact you once we have received your details.

You can have your order delivered in France, Corsica and abroad.

We work with two different carriers:Chronopost and Kuehne and Nagel.
Chronopost specialises in the express delivery of parcels up to 5 times 30kg.

Depending on the fragility of the products and/or the size of your order, our logistics team may decide to send the order on pallets for better transport of your goods. Kuehne & Nagel will deliver your pallets. For more information: https://www.chronopost.fr / https://fr.kuehne-nagel.com/fr/ .

Parcels will be delivered to the address you have chosen (home, workplace, etc.) This choice is made when you fill in your personal details in your account, under the heading "MY ADDRESSES".

You can change or add a delivery address at any time in your customer area.

Delivery to France (excluding Corsica) and Europe (Spain, Italy, Benelux, the Netherlands and Germany) is free when your order exceeds €250 excluding tax.
If you live in a European country, please contact your sales department at the following address: europe@carross.eu to find out the cost of delivery.

For Corsica, delivery is free for orders over €750 excluding VAT.

If your order is less than or equal to 150€ excl. VAT, shipping costs are 9.90€ excl. VAT
If your order is greater than or equal to 150.01€ excl. VAT and less than 250€ excl. VAT, shipping costs are 6€ excl. VAT
For Corsica, shipping costs are 30€ excl. VAT if your order is less than or equal to 750€ excl. VAT

Orders dispatched by Chronopost are delivered within 24 hours if the order is placed before 5.30pm on the previous day and 4pm on Friday, excluding Ready to use colour (4pm and 3pm on Fridays).
Orders shipped by pallet are delivered within 24 hours if the order is placed before 1pm.
Delivery times are given in working days, i.e. from Monday to Friday inclusive, excluding public holidays.

Orders shipped with Chronopost are delivered within 48 hours if the order is placed before 5.30pm on the previous day and 4pm on Friday, excluding Ready to use colour (4pm and 3pm on Fridays).
Orders shipped by pallet are delivered within 48 hours if placed before 1pm
Delivery times are given in working days, i.e. from Monday to Friday inclusive, excluding public holidays.

To find out the exact lead time for a particular product, please contact your sales representative on +33 (0)1 60 27 20 19 if you live in France or by e-mail at europe@carross.eu if you live in a European country.

As a first step, check the progress of your parcel in the MY ORDERS tab of your account or by using your tracking number on your carrier's website.
It is possible that a delay in delivery may occur with one of our carriers, for reasons beyond our control.
If the delay persists, please contact your sales representative on +33 (0)1 60 27 20 19 (France only) or by e-mail (France and Europe) at europe@carross.eu for further information.

If your parcel is delivered in your absence, the carrier will leave a delivery notice in your letterbox (please check that your letterbox is accessible). Read the instructions on the delivery notice to collect your parcel.
In some cases, you may receive an e-mail telling you what to do to collect the parcel.
If you are not sure, contact your sales representative directly on +33 (0)1 60 27 20 19 for France so that he can help you and by e-mail at the following address: europe@carross.eu if you live in a European country.

Our customer service department is open Monday to Thursday from 8:30am to 12:15pm and from 1:45pm to 6pm at +33 (0)1 60 27 20 19 if you live in France.
Friday from 8:30am to 12:15pm and from 1:45pm to 5pm
You can also contact us by email at europe@carross.eu. We will be delighted to help you.

Are you having a problem placing an order and would like help? Would you like to retrieve information related to your customer account?
Our customer service is available to answer all your requests at +33 (0)1 60 27 20 19 if you live in France and by email at the following address europe@carross.eu if you live in a European country.

No, you cannot retract after the departure of your goods, except by commercial agreement subject to prior conditions. To find out more, contact our customer service department on +33 (0)1 60 27 20 19 for France and by the following address europe@carross.eu if you live in a European country.

The method of reimbursement varies depending on how the invoice was paid. If your payment was made by credit card, we will credit your credit card again for the amount due.
If your payment was made by bank transfer or LCR, we will reimburse you by bank transfer.