Frequently Asked Questions
- Can I cancel my order ?
We start processing your order as soon as we receive it, so try to contact us as soon as possible. But in the case of an item already shipped, it is impossible for us to act. Normally, we cannot modify or cancel the order. Nevertheless, you can return the item(s). Following your choice, we can generate a valid credit note for your next order or to make a partial or full refund of your order.
- What happens if one of my items is out of stock ?
Is your item out of stock ? Let us assure you, we will place an order with our supplier. You will receive a notification from us informing you of the deadlines for receipt. If a part of your order is available and you need to receive it quickly, we can make a first shipment (please let us know by email). Upon receipt of the missing items, we send the second part.
- Can I choose the delivery day of my order ?
Due to the constraints imposed on us by logistics, it is not possible to choose a delivery date. However, Colissimo is there to inform you in advance of its passage by specifying the time slot under which your package is delivered.
- I want to know where my order is.
Because the excitement always rises at the idea of receiving a package from West Cheval, the status of your order is indicated on your customer account under > My orders. To track the delivery of your package, a Colissimo tracking number is issued in the shipping confirmation email (ex. 6A00432154981).
- Is the payment secured ?
Our desire is to provide you with the best customer experience possible. In order to guarantee the security of payments, we use the secured payment service SystemPay. Confidential data (credit card number, expiry date and cryptogram) are encrypted using the SSL standard and are in no way stored on the site’s servers.
- How can I pay ?
The West Cheval payment platform offers several payment methods to facilitate your purchases. You can use :
- Your credit card bearing the acronym Mastercard, Carte Bleue or Visa.
- Oney Bank for a payment in 3 or 4 installments with fees.
Payments in 3 or 4 installments also work with a credit card. The first amount paid to the order corresponds to 1 third or 1 quarter of the order according to your selected choice. The amount of direct debits made in the following months is specified in the summary just before payment.
- I want a refund, how does this happen ?
If you want to be refunded, please let us know by email or phone. We will then initiate the refund procedure. For a refund of an order paid by credit card, the refund is effective within 48h (working days). As regards the refund of an order placed via the Oney platform, the deadlines are a little longer. For a partial refund for both payments, the difference due is calculated. And the remaining monthly payments are also reassessed for payment via Oney.
- What are the delivery deadlines for my order ?
If items are available, our team processes and prepares your order with the greatest care within 48 hours (working days) of receipt. Added to this are the delivery times of 48 hours for standard delivery. If you want to opt for fast delivery, we suggest that you select Chronopost 24 hours delivery.
- What are the delivery methods ?
West Cheval offers you different delivery services to satisfy you as much as possible :
- 24-hours Chronopost delivery : Your package is delivered to your home before 1 p.m. the next day.
- Standard delivery : your package is delivered to your home or to a Pick-Up & Go location of your choice. All this within 48 hours !
- Store pick-up : you can pick up your order directly at the store. We’ll text you or call you to let you know when it’s available.
- How much are the shipping costs ?
Delivery : Metropolitan France
Delivery : DOM-TOM
Delivery : Abroad
- Is delivery possible abroad ?
You are not in France ? The entire West Cheval team is happy to be able to satisfy your request by offering delivery to certain European countries such as :
Germany, Belgium, Spain, Greece, Luxemburg, Netherlands, United Kingdom and Switzerland.
Additional shipping costs are to be expected depending on the destination. We invite you to read the prices in the section > How much are the shipping costs ?
In the current situation, some countries are interrupting the package’s delivery. We invite you to inform yourselves beforehand about the situation in your country by your own means on the Colissimo section > help and contact. For countries that are not affected by these delivery suspensions, delivery delays must still be expected. Indeed, like in France as well, deliveries keep going but the deadlines cannot be guaranteed.
- I did not have time to collect my package.
If you have opted for delivery to a Pick-Up & Go point, you have 14 days to collect your package. If you have forgotten or had the impossibility to pick it up, after this period, the package is returned to us. No worries ! We will contact you upon receipt to agree on a new delivery address or a return.
If you have selected home delivery and you were not present, you will receive a delivery notice from the carrier. Your package is left pending in the place indicated on the delivery notice. You also have 14 days to collect it.
Returning an item
- I want to return an item.
You have a period of 14 days starting the day of the receipt of the product.
If you are in France, download your return label here.
If you are abroad you can return your parcel to us at the following address :
SARL WEST CHEVAL Horse’s European center 72530 Yvré L’Evêque.
Unfortunately, due to their nature, personalized products cannot be returned.
You have a period of 14 days to return one or more items, starting the day of the receipt. Each returned product must not have been worn, damaged and must be in its original packaging.
We would appreciate it if you could position the items correctly in the package to avoid any damage during the transport. You can reuse the box that was sent to you if it is in good condition.
Please fill in the “return voucher” specifying the following elements :
- Your name and ref. Control
- Reason(s) for the return
- Desired color and size, in case of exchange
- If you want a credit note or a refund, tick the corresponding boxes.
If you are abroad, returns are at your expense.
If you live in France, the return is fully covered by West Cheval :
Take the slip located inside your package (stick the label on the left and keep the label on the right).
You can then :
- Go to the post office to return the package.
- Drop the package in your letterbox before 8 a.m. by making a prior request on www.laposte.fr/retourbal.
- I returned an item to you and have not heard back from it.
Several scenarios are possible :
We may not have received your package yet or your package is being processed by our team. In addition, we inform you that we make returns for exchange or refund within 72 hours.
In this case, do not hesitate to contact us at : 02 43 86 98 16 (internet service).
- The product received is not compliant/damaged.
Some errors or damage may escape our vigilance ! In this case, let us know by contacting us. We will do what is necessary to send you the correct product as soon as possible.
- My item is flawed, can I send it back to you ?
Our customer service is at your disposal when you encounter abnormal wear problems on your products purchased from West Cheval. Send us photos of the product and an explanation of the problem encountered to the following address : email@example.com. We will answer as soon as possible and the feasibility of returning the product.
For any return, you must imperatively send back the product cleaned to West Cheval.
With regards to Wahl and Lister mowers which are no longer under warranty, in order to facilitate the customer service process, please contact us directly at these coordinates :
- SCHLUMBERGER SARL
The train station
71800 St Julien de Civry
03 85 25 00 39
- Who has access to my personal data ?
All the information that you communicate to us via your customer account is carefully protected by the West Cheval company. They are treated with the utmost confidentiality.
- I am a professional, how do I create an account ?
We offer you, professionals, the possibility of benefiting from an additional 10% discount on each of your orders. To do this, you have to send us a request by email including certain information proving your activity :
- The name of your business/company
- Your SIRET number
- Your intra-community VAT number
- Your contact information : email address, telephone number, postal address
Send us your request by email to : firstname.lastname@example.org
- I’ve lost my password
All you have to do is go to the login page and click on the “forgotten password” link. A confirmation email will be sent to your address. After confirmation, you will receive a new password which you can modify in > My account > My personal information.
- I changed my mailing address
To change your delivery or billing address, go to > My addresses. You can also change it the next time you order.
- I want to go directly to the store, where can I go ?
The official West Cheval shop is located within the European Horse Center in Yvré l’Evêque (72). With the current environmental context, the store opens its doors to you from Monday to Saturday, from 10 a.m. to 6 p.m., and on Sunday when the contests take place. Shopping, a good way to relax when you are in competition !
For any specific request, please contact customer service :
By phone at : 02 43 86 98 16
By email to : email@example.com