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Musicians at your service

FAQS

Concerned about your satisfaction and the quality of our services, we wanted to optimize your shopping experience at www.redison.com, so we have created this online support section so that you can get answers and/or information to your questions.

Your question is not in these FAQs?

In this case, just contact us through our contact form. We will answer you as soon as possible.

Delivery

We deliver worldwide. Each parcel sent is given to its receiver against signature.

Metropolitan France within 2 to 3 working days.
3 to 5 working days within the E.U.
5 to 10 working days outside the E.U.

We can deliver to your home or workplace. If you wish to have your order delivered to your workplace, please make sure that someone is there to pick it up. The delivery person will deliver the package to the designated location and not to the designated person.

For each order you place with REDISON, you will receive a confirmation e-mail with an estimated delivery date. Please be patient until that date to receive your package. You can also check for postal delays to your country.

You can also track your package if it has been sent with tracking service. To do this, simply log in to your REDISON account by clicking on the “Log In” link, then go to “My Orders”. If your order status says “Tracking”, simply click on the button and you can track your package.

The tracking link will give you the latest updates on the status of your order.
If your order is past the expected delivery date and you still have not received your package, select one of the options to contact us and we will be happy to assist you.

You can indeed keep an eye on the progress of your order for all deliveries to France.

  • Thanks to the tracking link sent in the shipping e-mail of your package.
  • In the “My Orders” section of your account, by clicking on the “Order Tracking” link.

We do our best to meet our delivery deadlines. However, we are sometimes overwhelmed, especially during periods of high demand, and we hope you will be understanding if your order has not yet arrived.
If your order has not arrived by the expected delivery date, our Customer Service is at your disposal to help you. However, before contacting us, please check the following:

 

1. Check your order tracking link
Check the tracking link to find out where your order is. All you need to do is log in to “My Account” and select the order you want to track. Click on “Track Order” to track your order. You will also find this link in the order confirmation email. Finally, if you do not have a customer account, you can go to our Order Tracking section to check the status of your order.

If you have received a delivery notice from one of our transporters, it is possible that your parcel is waiting for you at the post office closest to you. If it is still with the transporter, contact them directly to arrange a new delivery.

 

2. Check the delivery date
The estimated delivery date is indicated in your order confirmation email. Please wait until this date for your order to be delivered. Remember, this date is only an estimate, so your order may arrive before, on, or a few days after this date. To follow the progress of your order and its delivery, use the tracking link.

 

3. Check the following
• Check your account to make sure the delivery address and contact information are correct.
• Make sure that your neighbors or your building’s janitor did not pick up the package while you were away.
• Check with anyone living at the same address; i.e. family members, roommates, etc.
• Check if there are any postal delays to your country at the moment.

 

4. Contact us
If after all these checks, you still haven’t found your package, please contact our Customer Service, through our contact form. Don’t forget to mention your order number, we will do our best to help you.

If you are not present when the package is delivered, the delivery person will attempt to leave the package with a neighbor or the building janitor/caretaker. If no one is available to pick up the package, the delivery person will leave you a note telling you how to arrange a new delivery.


Order

We prepare, pack, and process your order as soon as it is confirmed. This means that it cannot be changed or cancelled.

If your order contains many items, it is possible that we have sent your items in several packages. Please check your mailbox in case we have sent you an e-mail informing you that your items will be delivered separately.

If your order was sent in different packages, each delivery note will indicate which items you should find inside the package. Be sure to check the packing slip for each order to make sure nothing is missing.
If your order is missing an item, please contact our Customer Service as soon as possible.

In order to solve any problem of incorrect item as soon as possible, we invite you to inform us as soon as possible and send it back for exchange or refund.
Please contact our Customer Service directly by email or chat and mention “Incorrect item received” as the reason for return.

We are very sorry that you received a defective item.
For us to help you, please be sure to return the item in question as soon as possible. Don’t forget to select “Defective” as the reason for return.

For more information on how to make a return, go to the “Return & Refund” section of these FAQs. If you are having trouble creating a return, please contact our Customer Service department.

Please be aware that upon receipt of returns, all items are inspected and those with wear marks (instead of a defect) may not be fully refunded.

In general, our promo codes are visible directly on the site.
You can also receive them through our e-mail communications. Don’t hesitate to check our pages on social networks (Instagram / Facebook / TikTok) where we sometimes announce promotions that you can find on the site.
Be careful! With the codes received by e-mail, some are exclusively linked to the accounts to which they are sent and will not be able to be used by other customers.

Your promo code doesn’t work? Follow the advice below:
Use only one promo code per order (promo codes cannot be combined);
Promo codes cannot be used to purchase gift cards.

Each promo code has its own terms and conditions, so always remember to check them when you receive a discount. You should find the terms and conditions of the offer in the same place as the discount code itself, either in an email or on our site.

Some codes are sent to specific people or countries. The terms and conditions will clearly state if a code is only usable in a certain country. Did you receive your promo code in an email from REDISON? If so, make sure you are logged into the REDISON account registered to the email address you received the code. It is possible that it is only registered to that account.
Still having trouble with your promo code? Contact our Customer Service.
If you get an error message when paying with a coupon code, send us the screenshot.

You can only use one coupon code per order. They cannot be combined with other coupon codes.

Want to do something special for someone right away? Just buy a REDISON gift card!

Our REDISON gift cards are available online, you can buy them on our site. Super easy, right?

To purchase a gift card, all you have to do is decide who you want to give the gift to, how much you want to give and when you want to give it. The gift card will be sent directly to the recipient’s mailbox on the day you choose.
Click here to buy a REDISON gift card

We do our best to make it easy for you to shop on our site. However, we know that you will still have some questions, so we have developed an instant Live Chat area at the bottom of the page available Monday through Friday from 9:30am to 5:30pm Paris time (GMT/UTC +02:00).

If you can’t find the answer to your question in our FAQs section, you can contact our Customer Service from Monday to Friday from 9:30am to 6:30pm.
Always remember to include your order number and all your information so that we can process your request as soon as possible.

You can send us an e-mail via our contact form or an instant message via our online chat (Monday to Friday from 9:30 am to 5:30 pm)


Return & Refund

You have 14 days after receiving your package to make a return request, following these steps:

  • Log in to your account using your e-mail address and password,
  • Click on the “My Orders” area, then search for the order you want to return and click on “Return Request”,
  • Specify the reason and the quantity of each article and validate,
  • Print your return form and put it inside your package. The return address is indicated on it.

The return costs are at your charge.

Responsibility
Returned items are your responsibility until they reach us, so be sure to get proof of shipment in case you need to contact us about your return.

We are not responsible for items that are returned to us in error (it happens!). If we are able to locate the items (not always possible) and you would like them returned to you, we may ask you to cover the shipping costs.

We do not accept exchanges. If you would like a different item, you will need to return the item in question and place a new order.

Redison offers free international shipping on all shipments. However, if you wish to return your order, you will be responsible for the return shipping costs.

The refund time depends on the delivery time of the package by the carrier.
Once your package has been received by our warehouse and after verification of the items received, your refund will be made within 5 to 10 days (interbanking time), directly to the payment card used for the validation of your order. If you have a deferred debit card, the refund will be made under the same conditions as your usual debits.

Our teams are mobilized to process returns as quickly as possible.
The refund time depends on the time it takes for the package to be delivered by the carrier.

Once your package is received by our warehouse, the refund procedure is launched within 48 hours. You will be directly re-credited on the payment card used for the validation of your order within 5 to 10 days (depending on interbank delays).
If you have a deferred debit card, the refund will take place under the same conditions as your usual debits.


Payment

Our payment methods
To pay your order, we accept the following payment methods:

Our guarantee of payment security
The security of your data is our priority and in fact, we take fraud and abuse very seriously, which is why all payment cardholders are subject to prior validation and authorization by both REDISON and the card issuer. To further protect our customers when making online card payments, you may be required to pass an authentication step at the time of payment as part of the 3D Secure security measures. This additional step varies depending on your bank issuer and will require you to enter a password or obtain a security code via email or phone.

Orders over $2000 may be invalidated at the checkout page due to additional security checks. If you want to place a large order, it is a good idea to split your items into two orders.

Did you get a REDISON gift card? Lucky you!
To use your REDISON gift card to pay for an order, make sure the flag selected in the upper right corner of the page matches the flag selected when you purchased it, and the currency should be the same, even if a different country accepts the same currency.
To pay for your order with your gift card, simply enter your 16-digit code on the checkout page and click “Add Coupon”.

The gift card can only be used in the same currency it was purchased with, and is only valid on our Senstroke and Senspad products. The gift card does not work to purchase a premium subscription on our WeGroove app.

The REDISON gift card is valid for 1 year from the date of receipt.
If you spend more than the value of your gift card, you will have to pay the extra amount by credit or debit card. If you spend less than the value of your gift card, the credit will remain on your account to be used later, but you must use it before the expiration date. Also, if you return items from an order paid for with a gift card, the replacement gift card will have the same expiration date as the original gift card.

Ordering online has never been safer!
We use one of the most secure online ordering systems on the market. In addition, we are constantly researching and improving our software to ensure that you are as secure as possible, at all times.

We use standard Secure Sockets Layer (SSL) technology to encrypt potentially sensitive information, such as your name or address, as well as extremely sensitive information, such as payment information. The information your computer transmits to our website cannot be read, even if it were intercepted.

This technology includes the following features:
Authentication: This ensures that your data is sent to the right server and that the server is secure.
Encryption: Your data is encrypted so that it can only be read by the secure server.
Data integrity: this test checks the transferred data to make sure it has not been modified.

You can pay using different currencies. If you click on the flag icon in the upper right corner of the page, the currency of your country will appear in the “Currency” section.

If more than one currency is available, all our prices will be displayed in the currency you select.
When you pay for your order, you will be charged in the currency you have chosen. If your payment card is registered in a currency other than the one you wish to pay in, your bank will convert the price according to its exchange rate.

If you received a gift card and wish to use it to place an order, be sure to select the same flag in the upper right corner of the page, as well as the same currency used at the time it was purchased.

If your payment is authorized, you will receive an e-mail confirming that the order has been validated. The amount due will be debited automatically.

If your card is not authorized, it will not be charged and we will send you an e-mail to inform you of the reason for the refusal. This is a rejection by your bank or card issuer.
Please note that even if a payment is not authorized, it is possible that the debit will appear because the card issuer may have set aside the funds for a short period of time (10 business days maximum).

Redison is a French company: for customers living outside the European Union, VAT is not included in our prices.

The 4X Payment facility is independent of REDISON and REDISON is not responsible if your 4x Payment request is denied. If you have any problems with the payment of your order, please contact PayPal customer service.

The problem is related to the cookies of your internet browser (Chrome, Firefox, Safari…etc).
Clear your cache to delete the cookies, then repeat your order.

For orders to France and European Union countries, you will not have to pay customs and import duties.

Also, we have a logistics platform in the United States, which means that for American orders there are no customs duties to pay either.

If your shipping address is in the countries listed below, please be aware that all packages are subject to customs/import fees and any associated costs.

  • Overseas departments (Saint-Martin, Mayotte, Saint Barthelemy),
  • Overseas territories (TOM) and overseas communities (COM).

The total amount you will have to pay is out of our control. These costs must be paid by the recipient of the package.

For more information on the possible fees, we advise you to contact your local customs office. This will avoid any unpleasant surprises.

Paypal is a fast and secure online payment service that allows you to pay for your online purchases with or without a PayPal account.
If you already have a PayPal account, all you must do is enter your PayPal email address and password to make the purchase. If you don’t have a PayPal account, you can still make payments by card without registering: CB, Visa, MasterCard, American Express, Aurore, Cofinoga, 4etoiles, Privileges.
The creation of a PayPal account is free and available in most countries of the world. Payment is accepted in many different currencies and you can choose to create an account for personal or professional use.

The customer who does not have a Paypal account, and who does not wish to open one, has the possibility of paying for his purchase by means of a card accepted by Paypal:
– How to do it?
When you place your order, you must choose the Paypal payment method: you will then be redirected to the Paypal website.
In the page will appear the following information:

You have to click on the link “You don’t have a Paypal account”.

Paypal will then ask you to choose your credit card type. Then you will have to fill in the entire form, including the phone number:
Finally, you must click on “Verify and continue”.

Confirmation of payment: As soon as your payment is validated, Paypal will send you a payment confirmation by e-mail as in the example below. If you do not receive this confirmation, your payment is not validated. In this case, your account will not be debited. You can restart your payment with Paypal or choose another payment method.

If your payment has been declined, follow the tips below:
Check your credit card or PayPal account details. Make sure that the information provided is correct, for example, the expiration date, or that the billing address is the same as on your bank statement;
Make sure you have entered the security code correctly. This is the three-digit number on the back of your card;
Your card issuer may have declined the payment. Check with your bank or PayPal;
If you have followed all of the above steps, try using another payment method.

If your payment was declined due to 3D Secure security measures, you should contact your bank for more information.

If you received an error message, contact our Customer Service and provide as much information as possible about the problem, including the error messages you are receiving, and we will try to resolve it as soon as possible.

We keep in touch!

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