Frequently asked questions

See answers to frequently asked questions to our customer service
My customer account
How to create a customer account ?

Your personal information is valuable and Ducatillon is committed to protecting it.

It's quick and easy in less than 3 minutes!

Step 1: Click on the "My Account" tab located at the top right of the screen.

Step 2: Select the "I am a new customer" tab.

Step 3: Fill out your information (last name, first name, etc.).

Do not forget your phone number, it is necessary for better delivery.

Step 4: Fill in your email address, which will serve as your username.

Step 5: Create a password, keeping in mind the security requirements: at least 1 upper case letter, at least 1 lower case letter.

Step 6: Specify your preferences for subscribing to the newsletter and partner offers and confirm.

Your account is created.

Welcome to Ducatillon! 

Where can I find my customer number ?

If you have ordered from us before, you can find your customer number at the top right of our website in your customer area or directly on your invoices.

If you do not have a customer number, you can create a customer account. To do this, go to the question "How do I create a customer account?"

Password forgotten ?

Step 1: Go to the My Account tab in the upper right corner

Step 2: Click on "Forgot Password?"

Step 3: Enter the email address associated with your customer account

Step 4: Go to your mailbox where a message will appear with a link to create a new password

How can I change my personal data ?

Step 1: Go to the My Account tab in the upper right corner

Step 2: Log in to your personal area

Step 3: Select what you want to change (personal information, addresses, etc.)

Are my data protected ?

Yes, we do everything we can to protect you and your information is kept confidential.

Your password is encrypted and your personal information is stored on our secure servers.

Your information (email address, phone number) may be shared with our subcontractors, especially logistics and shipping companies, to fulfill your order. Payment transactions are protected and are not stored.

If you wish to consult, modify or delete your data, you can send your request by e-mail to dpo@ducatillon.com, attaching a copy of your identity card on both sides.  

How do I find the order history ?

Orders are archived for 10 years and can be viewed at any time in the "My Account" section.

Step 1: Go to the My Account tab at the top right

Step 2: Log in to your personal area

Step 3: Select "My Orders."

You will then have access to all your orders.

I would like to subscribe to the newsletter

To subscribe to the Ducatillon newsletter, go down to the home page of the website and enter your email address under the box "Subscribe to our newsletter".

Before placing an order
How can I place an order?

Go to the page of the product you want. Enter the quantity and then add it to the shopping cart.

When you have finished shopping, click on the shopping cart at the top right of the page.

Click on "Order", enter your details and address.

Select your delivery method and proceed to payment.

You will receive a confirmation email once the order has been transferred to our system.

To which countries can you have something delivered?

We deliver all over the world!

The shipping costs are visible when you place your order. You can also contact us to get a shipping quote.

By e-mail: kundenservice@ducatillon.com

By phone: 1 711 47 1383 (toll free number)

What are the delivery types and times?

Ducatillon adapts to your habits by offering you different delivery methods.

All orders with standard size items are delivered between 4 and 8 days.

Orders with bulky items (+ 30kg or non-standard sizes) are delivered between 5 and 10 days.

What are the different payment methods ?

All our payment methods are secure! Your account information will not be stored.

You can order on the Internet :

  • By credit card
  • By PayPal
  • By EPS

We accept different bank cards: MasterCard, Visa, Maestro, credit card

How can I get advice or technical details about a product ?

Our team of experts is always at your disposal if you need advice or technical details.

You can reach our support and advice department on 1 711 47 1383, Monday to Friday from 10:00 to 17:00.

Or by e-mail to: kundenservice@ducatillon.com 

How do I use a credit note ?

If you have made a return and asked for a credit, it will then be deducted from the next order. 

How do I choose my size?

You want to buy clothes, shoes or other items that require you to choose a specific size. You can find our size guide on the product card. 

This table is for guidance only, as sizes may vary from manufacturer to manufacturer. 

Payment
What are the different payment methods ?

All our payment methods are secure! Your account information will not be stored.

You can order on the Internet :

  • By credit card
  • By PayPal
  • By EPS

We accept different bank cards: MasterCard, Visa, Maestro, credit card

Why was my payment rejected ?

When you make a payment, our computer server verifies the information provided. 

A refused payment can occur in several situations:

  • Your bank card limit has been reached.
  • Error confirming 3D secure.
  • Problem with the server connection between the website and the bank.


If the payment is refused, we ask you to contact your banking institution to find out the reasons for this refusal.

If necessary, you can also contact our customer service.

What is 3D secure ?

3D Secure is the new way to make your purchases secure.

This protocol aims to limit fraud in online banking transactions.

When you place an order, your bank's server authenticates the merchant's website, authorizing the payment and the transfer of the payment. 

After the order
The condition of my order from A to Z

Our packages go through several stages before shipping, you will be informed about each of these stages by email:

Step 1: My order is confirmed

Step 2: My order is being prepared

Step 3: My order is shipped

Your package is on its way to you! In this email there is a link that gives you the possibility to track your package at any time. 

How can I track my package ?

Once your order is received in our system, you will receive notifications informing you of the different steps of the delivery (remember to check your spam).

When the package is shipped, you will receive an email with a link that will allow you to track your package directly on the carrier's website. This email will contain the tracking number of the package.

If you have not received an ordered product, you can find the answer to your question under "How do I report a missing product?".

How do I know if my order has been taken into account ?

To confirm your order, we will send you an email with all the details.

In it you can find the following information:

  • Customer no.
  • Date of order
  • Order no.
  • Transport company
  • Address of delivery
  • Summary of the order
I have not received an email confirming my order ?

There are several options possible

  • Your order was not confirmed, the payment method was not accepted by our servers.
  • The email address you provided when placing your order is incorrect.

You can contact our customer service at 1 711 47 1383, Monday to Friday from 10:00 to 17:00.

Or by e-mail to: kundenservice@ducatillon.com

How can I change the delivery address ?

Your package has not been shipped?

Our customer service will make the necessary changes if time permits.

Contact us at 1 711 47 1383.



Has your package been shipped ?

With some carriers it is possible to change the delivery address, depending on the status of the package.

Contact us at 1 711 47 1383.

To find out if your order has been shipped, go to the question "Track my order from A to Z?"

How can I change or cancel an order ?

To cancel or change your order, please contact our customer service at 1 711 47 1383 or kundenservice@ducatillon.com. 

Returns and customer service
How can I return a product ?

If you have changed your mind or do not like the item, you can return it to us within 14 days*. If it is any reason on your part, you will bear the cost of the return.

In the case of a defect on our part, we will cover the cost of the return.


To return a product to us for a refund or exchange, please follow the steps below:

Step 1: Review Terms :

  • There is a 14 day period* after receiving your package to return the items.

  • Items must be returned in their original packaging, in perfect condition, complete and with all accessories and instructions for use, if any. Only unprocessed items can be returned to us (no return possible for personalized, engraved items...).

Step 2: Would you like a refund? Or an exchange?

If you would like a refund :

  • Contact customer service to get the return slip to include in the package.

Upon receipt of your return, you will be refunded within a maximum of 15 days, depending on the payment method used.

If you wish to make an exchange :

  • Indicate on the invoice the reference requested for exchange and, if applicable, the size or dimension.

If there is a price difference between the product requested and the one returned, do not forget to send us the additional amount.  Conversely, the price difference will be credited to your customer account.

Please note that depending on the product, additional shipping charges may apply.

Step 3: Our tips for preparing your package properly :

  • It must be properly sealed
  • Contain the invoice and, if applicable, the cancellation slip.
  • Be sent at your expense to the address: 300 rue de la Muque, 59830 Cysoing, France.



* See the "Returns and Withdrawal" section at the bottom of the home page of the website

The received product is defective / broken / not compliant

We apologize for this inconvenience. We will quickly find a solution.


Do not perform repairs yourself!

Take photos of the item (in case of an incomplete product, a photo of the label stuck on the package and the assembly instructions identifying the missing part is required).

Email these photos to kundenservice@ducatillon.com and include in the subject of the email:

  • Defective Product + Invoice Number
  • Broken product + invoice number
  • Non-compliant product + invoice number


Please be sure to include the following:

  • Your first and last name
  • Your phone number
  • Your invoice number
  • The name of the product and / or the part number
  • A detailed description of the problem
  • The photos of the item


Our team of experts will then return to you with the most appropriate solution. 

How do I report a missing product ?

We recommend that you check your invoice, which is included in your package.

  • The deferred* products in your package will be shipped as soon as we receive them in our warehouse.
  • The non-deferred products will arrive in another package later today, don't worry.


If you still have not received your entire order the next day, please contact us at 1 711 47 1383 or email kundenservice@ducatillon.com.

*: A deferred product is a product that is waiting to be delivered; it will be sent to you after it is received.

How is the refund processed ?

Your product must be returned to us by following the conditions and steps under the question "How can I return a product to us?".

The order will be refunded to you within a maximum of 15 days after the product is received in our warehouse, depending on the payment method used. Mail processing times may vary depending on the time period. If you have not received anything within three weeks, please contact us at 1 711 47 1383.

You have the option to leave this amount as a credit by including it on your invoice. It will then be deducted from your next order. 

How can I have a product repaired within the warranty period ?

If you need to have a product repaired under warranty, please contact Ducatillon Customer Service to find the best alternative. You can reach him by phone at 1 711 47 1383 or by email at kundenservice@ducatillon.com.

Do not repair the product yourself without the agreement of our customer service, otherwise the warranty will be void.

Is my product still under warranty ?

Ducatillon wants to offer you the best customer service.

The legal warranty is 1 year. For electronic products it is extended to 2 years. Certain items may have a longer warranty as indicated in the product description. 

Other question ?
By phone

You can reach our customer service at 1 711 47 1383, Monday to Friday from 10:00 to 17:00. 

By mail

Contact us by e-mail at: kundenservice@ducatillon.com

No answers for your question ?

Contact a consultant

1 711 47 1383

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Monday to Friday from 10am to 5pm