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FAQ Makershop

Before my order


How much does shipping cost?

Our shipping charges are calculated based on the weight of your order, its destination as well as the carrier or option chosen (one-day, relay colis, etc.). These shipping charges are transparently shown in your order summary, which is available before purchasing. More information on delivery

Why can't I access all the shipping methods?

According to the items contained in your order and its amount, the shipping method proposed will be different. The reason is simple; we prefer to take all precautions to ensure guaranteed delivery. This guarantee covers the cost of your order by our carrier. For more information about delivery, click here.

What is the delivery time for my order?

Our delivery times vary from 24 hours (TNT) to a maximum of 96 hours (Heppner) for Metropolitan France (unless otherwise indicated on the product page). For more information about our carriers' delivery times, click here.

What shipping methods do you offer?

We work with various carriers including Mondial Relay, TNT, Colissimo, Heppner and FedEx.
These carriers vary according to your order and the shipping method chosen. The following shipping methods are available to you: free or paid delivery with Mondial Relay (Point Relais), express delivery with TNT, courier service with Heppner, international, and "traditional" shipment with Colissimo, in particular. For more information on our various shipping methods, .

Can I safely use my bank card?

You can pay for all your purchases with confidence on Makershop.fr. Our website uses CIC bank's secure payment system.

1st security level

Makershop and CIC use the standard encryption system called "SSLprotocol". When you are on the payment page, you will see:

  • A pictogram in the corner of your browser: One of these signs must be present. Padlock logos present during a secure connection: The padlock must be closed.
  • In your browser's address bar, the browser is in "https://" mode instead of "http://"

Check these items before entering confidential data; it's a safety guarantee. In order to use the most powerful protocols, we recommend you use the latest version of your browser.

2nd security level

For added security, we also use the 3D Secure system. This is a system developed by the two credit card networks Visa and MasterCard to authenticate bank card holders.

When paying for your order, a code will be sent to the mobile phone number or email address that you have communicated to your bank. You will then be asked for this code to verify that you are the owner of the bank card used.

For more information on our payment methods, click here.

What payment methods can I use?

On www.makershop3d.com, you can use two methods of payment:

  • Bank card (bank card, Visa, MasterCard)
  • Bank transfer

Feel free to visit our page on secure payment.

How do I place an order?

1/ To place an order on our website, simply click the "ADD TO CART" button available at the top right of the information sheet for the product that you want to order.

2/ You can then check that the item has been added to your basket by noting that the number of items and the price of your basket has changed in the upper right corner of your screen ; or in the pop-up that appears right after you clicked on "ADD TO CART"

3/ You can continue shopping; the items will then be added to the basket. If your order is complete, click "PROCEED TO CHECKOUT" in the pop-up, or click the basket icon in the upper right corner of the website.

4/ The screen summarising your order allows you to change quantities, view the shipping costs and apply a promotional code. Then click "PROCEED TO CHECKOUT". If you change the quantities from your basket, the new quantities will automatically update in a few seconds.

5/ You can now fill in your personal details and choose your delivery address (it can be the same as the billing address if you tick "Use the same address as for billing").

6/ Choose your payment method and then follow the instructions. If you would like more information on the available payment methods, click here.

How do I know if an item is in stock?

We do our best to keep all our products in stock. If an item is 'Out of stock', we do our best to restock it as quickly as possible. You can see if an item is pending restocking on the product information sheet just above the "Order" button, or via the thumbnail views when you are on the "Category" pages, on the bottom right of the thumbnails.

If the product is in 'Backorder', you can pre-order the products. They will be sent once they are back in stock. If the product is "Out-of-stock", you cannot order this product because, either it is permanently out-of-stock, or it is a consumable (cannot be pre-ordered), or the restocking time is long or unknown.

Do you have a shop?

Makershop does not currently have a retail space. However, by appointment, you can come meet us or see the equipment at our premises located in Le Mans (72, FRANCE).

You can get advice and information before you place your order by calling us directly on +33 (0)9 72 57 34 94 (cost of a local call). Our advisers are available Monday to Friday from 10 am to 12.30 pm and 2 pm to 6 pm, excluding holidays. They will guide you and answer your questions to help you make the best choice.

What precautions should I take when I receive my order?

To avoid disputes, please always check your parcel in the presence of the delivery person! Do not, under any circumstances , accept a parcel that's in poor condition, repackaged, wrapped in tape, too light or may have been opened during transport without first checking the contents. If, despite all these precautions, you accepted the parcel and you notice damage, contact us as soon as possible (after three days, according to the carriers' General Terms and Conditions of Sale, we are no longer able to help you deal with the carrier).


After my order


What if I haven't received my invoice?

Following an order, you will receive your invoice by email, and it is also available for download from your online account in the "History and details of my orders" section.

If you have chosen payment by bank transfer, first make sure that your transfer has actually been performed. The invoice is issued upon receipt of your bank transfer. Please take into account the time required between transmission and receipt of the payment by Makershop (usually 1 to 2 working days).

If you choose payment by bank card and 48 hours have passed since the payment without receiving your invoice, please contact us.

I have not received my parcel, what should I do?

There are three possible situations in this case:

1/ You have not received your order confirmation by email

If you selected bank transfer as your payment method, make sure that you have actually made the transfer. You have 7 days after you order to make the transfer, and the order will only be processed by our team upon receipt of funds.

2/ You have not received the confirmation by email that your order has been shipped

It may be that your order is still being processed by our team. If your order and your transfer were made over 72 hours ago and you have not received a shipping confirmation, you can use our contact form to let us know.

3/ You received the shipping confirmation email

You have a tracking link for your parcel for all our carriers (excluding Heppner, who will contact you by phone). You will find this tracking link in the shipping confirmation email that was sent to you by Makershop. If you do not see any trace of your parcel, please wait 24 hours; processing may take some time in some cases.

How can I track my order?

You can track your order at any time in the "MY ACCOUNT" section. Once your order is shipped, you will receive an email with your shipment tracking number. You can then track your parcel on the carriers' websites.

How do I receive my invoice?

You will automatically receive your invoice by email once we have processed your order. You will also find all of your invoices in your online account, under "History and details of my orders".

How can I cancel or change a pending order?

To cancel or change a pending order, you must contact us immediately by phone (+33 (0)9 72 57 34 94).

How long will it take for my order to be processed?

If all the products are in stock, we are committed to processing your order the same day if it is placed before 12 pm. If your order is placed after 12 pm, we will process it the following day. For more information on order processing, click here.


Warranty - After sales service - Returns


I've changed my mind, how can I return my product?

Within a period of 14 days from receipt of your order, you will always benefit from our "14 day money back guarantee". The law grants you a withdrawal period of 14 days; however, the product must not be opened or have been used for you to take advantage of this right of withdrawal. Makershop goes further and allows you the opportunity to try your product in operation to make sure it corresponds well to your needs. And if that is not the case, just return it to us!

PLEASE NOTE: We only accepts returns if you contact customer service beforehand. Only complete products returned in their original packaging and in perfect condition for resale will be accepted. The products must be wrapped and packed properly to protect them during shipping. No returns will be accepted without a return number.

How long are my products guaranteed?

All information about the product warranty is indicated on the description of each product. In general, our 3D printers and 3D scanners are guaranteed for 1 year, parts and labour, by the manufacturer; this period may be extended to 2 or 3 years if you select a warranty extension.


Payments


Why was my payment by bank card refused?

Your payment by bank card can be refused for four main reasons:

1/ Either you mistyped a digit, a group of numbers or the date shown on your bank card.

2/ Or the limit on your card has been exceeded. You have a "sliding" limit on your card. In other words, for 7 or 30 consecutive days, you cannot use your card to pay for more than a certain amount indicated by your bank.

In this case, for your payment to be accepted, you have several choices:

  • contact your bank so they temporarily increase the limit on your card
  • pay with another card
  • wait until your limit allows you to make your payment
  • pay by bank transfer

3/ You are ordering from a foreign country, or with a credit card from a foreign country, that is not included in our security protocols. In this case, you can try with another bank card or pay by bank transfer.

4/ You did not receive SMS confirmation of the 3D Secure Code? Maybe your bank has not enabled the 3D Secure protocol for your account or this protocol is associated with another one of your phones. Contact your bank for more information.

See information on payment by clicking here.

I have a discount voucher, how do I use it?

To use your discount voucher, go into your basket. Enter your promotional code in the box located before the button entitled "Discountvouchers" and confirm. This code will then be added and the price of your order will be modified accordingly.

Why is 3D Secure protection asking me for a verification code?

Our bank card transactions are protected with the 3D Secure system. This system makes it possible to authenticate that you are the owner of the bank card you are using. Your bank will, therefore, send a secret code via SMS to your phone or by e-mail according to the information you supplied to it. This protocol makes it possible to systematically secure banking transactions. See our information on payment by clicking here.

Can I safely use my bank card?

You can pay for all your purchases with confidence on Makershop.fr. Our website uses CIC bank's secure payment system.

1st security level

Makershop and CIC use the standard encryption system called "SSLprotocol". When you are on the payment page, you will see: - A pictogram in the corner of your browser : One of these signs must be present. Padlock logos present during a secure connection: The padlock must be closed. - In your browser's address bar, the browser is in "https://" mode instead of "http://"

Check these items before entering confidential data; it's a safety guarantee. In order to use the most powerful protocols, we recommend you use the latest version of your browser.

2nd security level

For added security, we also use the 3D Secure system. This is a system developed by the two credit card networks Visa and MasterCard to authenticate bank card holders. When paying for your order, a code will be sent to the mobile phone number or email address that you have communicated to your bank. You will then be asked for this code to verify that you are the owner of the bank card used.

For more information on our payment methods, click here.

What payment methods can I use?

On Makershop.fr, you can use three methods of payment:

  • Bank card (bank card, Visa, MasterCard)
  • Bank transfer
  • Administrative payment order for public bodies

Feel free to visit our page on secure payment.


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