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ITFrequently asked questions
Do you have a question about ordering, account creation, payment methods or delivery? You've come to the right place.
Account
Why a Kimex account?
Your Kimex account is the essential link between you and Kimex. The information in your account is secure and confidential. Only you can access it. All of our contact and exchanges are made based on this information so it is essential to keep your details up to date in your account. It is necessary for you to set up a Kimex account to place an order. From your account you can access your secure, personal space online to:
- check your purchasing prices directly on our website
- place your orders and track them from the "Order tracking" tab
- modify your personal information in the section "My personal information" under the "My account" tab
- see your quotes and convert them into orders in the section "My quotes"
- manage your favourites list in the section "My favourites"
- subscribe free of charge to Kimex newsletters under the section "My contact details" under the tab "My personal information".
How do I create my customer account?
Starting on the homepage of our website:
- Click on the create account symbol in the top right-hand corner.
- In the box that appears, click on the "CREATE AN ACCOUNT" button.
- Enter your email address and click on the "REGISTER" button.
- Fill in all the fields and then click on "OK".
Why is an email address obligatory?
Your email address represents your Kimex account. It is very important as it enables you to log in to your account and receive all the necessary communication from KIMEX: order confirmation, receipt of payment, despatch no. and invoice, miscellaneous information, newsletter.
To ensure that you receive your order tracking emails, please double check that your email address is correct when creating your account.
To ensure that you receive your order tracking emails, please double check that your email address is correct when creating your account.
I'm a professional, can I benefit from discounts?
KIMEX offers you a discount that may vary depending on the range of products if you are a professional who is likely to order frequently, such as those working in the following sectors: distribution and installation of audiovisual equipment, events, production, venue layout, shopping centres, electricals, estate agencies, hotels. In this way KIMEX hopes to establish a lasting and beneficial business relationship with the professionals who place their trust in the company. Furthermore, this discount may be reassessed at the start of each year depending on the turnover from the previous year.
How do I activate my professional account?
Starting on the homepage of our website:
- Click on the create account symbol in the top right-hand corner.
- Enter your email address and click on the "REGISTER" button.
- Fill out the required fields, particularly the SIRET no. in the case of a French company or the EU VAT no. in the case of a company based outside of France and then click on "OK".
Can I register several delivery addresses in my account?
Yes, you can register several delivery addresses to choose from when placing an order.
Est-ce qu'il peut y avoir plusieurs mails ou mots de passe pour une même société ?
Yes, it's possible. You can create a sub-account with your own mail adresse and password.
Can a company based outside of France open an account?
You can open an account on our website in the same way as a French company. In this case, please provide an EU VAT number if you have one so that you don't have to pay the VAT applicable in France.
Is my personal information kept confidential?
Kimex undertakes to protect all of their customers' personal data. Data is only gathered with the aim of delivering products to you and sending you tailored offers.
Pursuant to the French law on data processing, data files and individual liberties of 6 January 1978, you have the right to access, rectify or oppose data which concerns you at any time. You can exercise this right by writing to contact@kimex.fr.
If you are a minor, we recommend that you get permission from your parents before providing information or an email address.
Pursuant to the French law on data processing, data files and individual liberties of 6 January 1978, you have the right to access, rectify or oppose data which concerns you at any time. You can exercise this right by writing to contact@kimex.fr.
If you are a minor, we recommend that you get permission from your parents before providing information or an email address.
How do I recover my password?
You can recover your password very easily in a couple of minutes:
- Click on the button to access your account in the top right-hand corner of the homepage.
- In the box that appears, click on "Forgotten your password?"
- Enter your email address and click on "OK".
- You will receive a link by email to reset your password.
Can I delete my KIMEX account?
Yes, you can request that your account be deleted at any time by sending an email to contact@kimex.fr.
Prices and quotes
How do I request a quote?
You can send us a request using the "A Question?" function on the page showing the item. You can also send your request via email to the address commercial@kimex.fr. > Tutorial How to create a quote
Can I generate a quote from my account?
To generate a quote, add an item to the basket, click on "PLACE ORDER" and then, on the next page, on the right-hand side, click on the button "GENERATE QUOTE". > Tutorial How to create a quote
Where can I find my quote?
To see your quote, log in to your account and click on "My quotes" under "My account". > Tutorial How to create a quote
How do I convert my quote into an order?
To convert your quote into an order, log in to your account and click on "My quotes", choose your quote and click on "PAY FOR MY QUOTE".
How much longer will my quote be valid for?
Your quote is valid for 30 days from the date it is issued.
As an individual, can I benefit from an additional discount on my quote?
KIMEX supplies products at very competitive prices and has decided to implement a sliding scale price policy for a number of products in the range to enable you to benefit from better discounted rates.
Methods of payment
What methods of payment do you accept?
We accept the following methods of payment: bank card, bank transfer, PayPal, money order for public bodies, direct debit within 30 days at the end of the month for companies that have set up an account with us.
I represent a public body; is it possible to pay by money order?
Yes, you can send us your official stamped purchase order accompanied by your company commitment number. This will enable us to process your order.
I'm a professional, can I benefit from delayed payment?
Upon agreement with our credit insurer COFACE, KIMEX can offer its regular customers delayed payment by direct debit within 30 days at the end of the month, depending on their area of business and frequency of orders.
Can I pay in installments?
No, KIMEX does not offer payment in installments.
Can I pay for my order over the phone by giving my bank card details?
No, it is not possible to pay for your order over the phone by giving your bank card details. We request that you place your order through our website.
Do you accept cash on delivery payments?
No, KIMEX does not accept this type of payment.
Can I benefit from a VAT exemption?
You can benefit from a VAT exemption in the following cases:
- If you are a European company and submit your European VAT number — subject to verification.
- If you are a company outside of the European Union (Switzerland, Overseas Departments and Territories).
- If you are a French company that is exempt from VAT by government authorisation.
Orders
How do I place an order?
PRODUCT SELECTION
Select the number of products that you require. Your cart is displayed in the top right-hand corner of the page. You can access your cart at any time by clicking on the number of items indicated in your cart (blue background) or on the cart icon in the top right-hand corner of the page.
CART VALIDATION
To validate your cart, click on "VALIDATE MY CART".
IDENTIFICATION OR REGISTRATION
If you have not logged in to your Kimex account, this stage will enable you to create an account or identify yourself before completing your order by entering your email and password.
DELIVERY OPTIONS
Select the delivery method and delivery address of your choice. Please note: the default delivery address corresponds to the invoicing address.
PAYMENT
Select your method of payment:
"Payment by credit card"
"PayPal"
"Invoice payment"
"Transfer"
Validate your invoicing address, tick the box "I accept the General Terms and Conditions of Sale and I have been informed of my right of withdrawal" and click on the button "CONFIRM MY ORDER AND PAY".
Select the number of products that you require. Your cart is displayed in the top right-hand corner of the page. You can access your cart at any time by clicking on the number of items indicated in your cart (blue background) or on the cart icon in the top right-hand corner of the page.
CART VALIDATION
To validate your cart, click on "VALIDATE MY CART".
IDENTIFICATION OR REGISTRATION
If you have not logged in to your Kimex account, this stage will enable you to create an account or identify yourself before completing your order by entering your email and password.
DELIVERY OPTIONS
Select the delivery method and delivery address of your choice. Please note: the default delivery address corresponds to the invoicing address.
PAYMENT
Select your method of payment:
"Payment by credit card"
"PayPal"
"Invoice payment"
"Transfer"
Validate your invoicing address, tick the box "I accept the General Terms and Conditions of Sale and I have been informed of my right of withdrawal" and click on the button "CONFIRM MY ORDER AND PAY".
If I choose to pay for my order by bank transfer, how long will it be reserved for?
If you have chosen to pay for your order by bank transfer, it will be reserved for 6 days. Beyond that time, the items will automatically be put back on sale.
Can I order a product that has "Pre-order" status?
If an item has "Pre-order" status, this means that it is not yet in stock (the time until it will be available is indicated in weeks on the product page) but it can be pre-ordered and you will be notified automatically when we receive it on our premises. You will be contacted by our sales department to confirm that you have taken the availability date into account and if you have ordered other items that are available, they will give you the option of processing part of your order by arranging delivery of the products that are available and sending you the outstanding item as soon as it becomes available again.
What do I do if I want to order a product that has "On project" status?
It is not possible to directly order a product that has "On project" status. If you are interested in a product that is "On project", you can click on the "CONTACT US" box to explain your project. Our sales department will take care of this order and will contact you within 24–48 hrs to assist you.
Can I order a product that has "Out of stock" status?
If a product is "Out of stock", that means that it will no longer be offered to you; it can therefore no longer be ordered and will be removed from our website shortly. Our sales department is here to help you find a replacement product.
What documents do you send with packages?
By default, we send the purchase invoice with all orders. In the basket, when placing your order you have the option of ticking the box "Do not reveal the price" so that your invoice is sent as a gift receipt.
I'm ordering a present; what can I do so that the price doesn't appear?
When placing your order, you can tick the box "Do not reveal the price" and we will include a gift receipt with your order, which will be equivalent to a delivery note.
How can I add a note to my order?
When you validate your basket, you can add a note to indicate to us, for example, your purchase order number, specific delivery instructions or a day that you would like your order to be delivered. Your order will then be personally taken care of by our departments so that your instructions are respected.
What time will you ship my order?
Our transport partners make collections every day from Monday to Friday between 3 and 5 pm. Furthermore, any order that is placed before 2 pm will be processed and shipped the same day. After that time, it is likely to be processed the next day.
How can I modify my order?
To modify your order after validation, please contact us as soon as possible by telephone on +33 (0)5 57 95 95 53 or by email: contact@kimex.fr.
How do I know if my order has been received?
When you validate your order on our website, you will receive an email acknowledging receipt.
To make sure that your order has been registered, you simply have to go to the "Order tracking" section under "My account" and check whether your order has been received. If your order has not been registered, you can either place it again or contact us by telephone on +33 (0)5 57 95 95 53 or by email at contact@kimex.fr.
To make sure that your order has been registered, you simply have to go to the "Order tracking" section under "My account" and check whether your order has been received. If your order has not been registered, you can either place it again or contact us by telephone on +33 (0)5 57 95 95 53 or by email at contact@kimex.fr.
Will I receive a shipping number for my order?
After placing an order you will receive an automatic email with your invoice and the shipping tracking number for your order.
How can I obtain my invoice?
Your invoice will be sent to you by email as soon as it has been drawn up and processed by our logistics department. It is also systematically included with the packages. Finally, you can find it in your online account in the "Invoices and credit notes" section under "My account".
How do I post a review on kimex.fr after placing my order?
KIMEX attaches great importance to your satisfaction and gives you the chance to post your review on our website. After each order, you will receive an email from our partner Trustedshops so that you can rate your customer experience. This review will be automatically published on our website.
Deliveries
What are the delivery charges?
Delivery is free for private customers, companies and professional resellers benefiting from the Resellers' Advantages loyalty programme from 400€ excluding VAT in France, Spain, Belgium and Italy (excluding Switzerland). For shipments within Switzerland, the shipping costs will be applied and include only the shipping costs. The costs related to the import and the Swiss VAT will be charged to the customer.
What are the delivery methods?
We work with several haulage services: UPS for delivery in France of packages under 30 kg and 300 cm in length; SCHENKER in France and Europe for non-standard packages and palettes; DPD and FEDEX for shipment in Europe of packages smaller than 150 cm and 300 cm in length respectively and weighing up to 30 kg; CHRONOPOST for delivery in France of packages under 30 kg and 150 cm in length; and Relais Colis pick-up points for packages under 20 kg and 100 cm in length. Finally, we recommend COLISSIMO for shipment of packages under 30 kg and 100 cm in length to French Overseas Territories and Corsica.
What is the delivery period for my order?
Depending on the time your order is placed, it will be processed and shipped the same day if placed before 2 pm, or the next day if it is placed after that time, from Monday to Friday. From that moment, the haulier's delivery time needs to be taken into account. This corresponds to the time that our service provider needs to deliver your package to the delivery address indicated when placing your order. This time also depends on the method of delivery that you have chosen — standard or express.
Is it possible to make a partial delivery?
If you order several products and one of them has "Pre-order" or "On project" status, you will be contacted by our sales department who will give you the option of processing part of your order by arranging an initial delivery of the available product and sending you the outstanding items as soon as they become available again.
Do you deliver to Europe?
We send deliveries to Europe daily with our specialised service providers. Countries we ship to: Spain, Italy, Belgium, Germany, United Kingdom, Switzerland, the Netherlands, Portugal, Luxembourg, Poland, Greece. For other countries please contact our sales department at commercial@kimex.fr
Do you deliver to French Overseas Territories?
We can send your orders to French Overseas Territories under these terms: COLISSIMO for packages under 30 kg and 1 m in length. For larger packages, it is necessary to contact a forwarding agent in mainland France who will take care of the final shipment. Contact our sales department by email at commercial@kimex.fr or by telephone on +33 (0)5 57 95 95 53.
Do you deliver to Switzerland?
We can deliver all kinds of packages to Switzerland to both individuals and professionals. However, the free shipping rule (free delivery on orders over 400 euros exc. VAT) does not apply in this case. In this case, shipping costs will be applied and include only the shipping costs. The costs related to import and Swiss VAT will be charged to the customer.
Do you deliver worldwide?
It is necessary to contact a forwarding agent in mainland France that we can deliver to and who will take care of the final shipment. Contact our sales department by email at commercial@kimex.fr or by telephone on +33 (0)5 57 95 95 53.
Can I choose direct delivery to a Relais Colis pick-up point?
Yes, KIMEX enables you to select direct delivery of packages under 20 kg and 1 m in length to a Relais Colis pick-up point in the DPD network. The delivery period is 24 hrs, from Monday to Saturday. When placing your order you can select the DPD delivery option. You will then be able to select the pick-up point that suits you best.
Can I pick up my order from KIMEX?
Yes, when placing your order you can select the delivery method "Collect from warehouse". You can come and collect your purchase within the next hour from Monday to Friday, 9 am to 1 pm and 2 pm to 6 pm (5 pm on Fridays).
Can I indicate a delivery address that is different from the invoicing address?
Yes, you can choose your delivery address in the "Delivery address" section when you validate your cart. Simply click on "Choose another address". You can select an existing address from your list or enter another one.
Can I choose my delivery date?
You can request this when placing your order by specifying it in the "Add a comment" box. We will take your request into account when processing your order.
How do I track my order?
For each order you will automatically receive an email with your shipping number and a link to the haulier's website to track your order. You can also track your order at any time in the "Order tracking" section under "My account". Select your order and then click on "PARCEL TRACKING", which will take you directly to the haulier's website.
What happens if I'm not home when the delivery is made?
If you're not home when the delivery is made, several options will be offered to you depending on our service provider:
- UPS: 3 delivery attempts (free of charge) before being returned to the haulier, drop off at a pick-up point (collection possible for 14 days)
- DPD : free re-delivery or drop-off at the nearest parcel post
- Schenker: possibility to book a delivery slot (to be requested in comments box), free redelivery if you are not available
- Fedex: will contact you to rearrange delivery
- Colissimo: either in a PO box, post office or pick-up point
I've a problem with the delivery of my order, what should I do?
If you receive a damaged parcel, you must open it and check it in the presence of the driver. If the product appears to be damaged, you are entitled to refuse delivery and ask the driver to take it back. On the delivery note you can write "Box and product damaged, delivery rejected." You can also accept a damaged parcel by writing the exact problem on the delivery note, which must include information on the packaging and the product: "Box torn, product damaged". From that moment, you have 48 hrs to send a registered letter of complaint to the haulier. Important: a simple phrase like "Box torn" does not have any legal bearing on the haulier, any action will be refused. You can contact us at any time on +33 (0)5 57 95 95 53 in case of doubt so that we can assist you in the claims procedure.
Products
Where can I find information on KIMEX products?
You can see the technical specifications of our products on our website. Every product page includes a brief description, a long description, a table showing all the technical characteristics, a technical specifications sheet and assembly instructions. To help you to make your choice, you can also use the comparison tool that is available on the website. Finally, you can take a look at our interactive catalogue containing all the KIMEX products and see our mini catalogues for an insight into the different ranges.
Can I find buying guides to help choose my product?
Buying guides are available to help you to choose your products. You can find them on the product pages and in the "+" section — "Buying guides". If you need any advice, you can contact us by phone on +33 (0)5 57 95 95 93 or by email: commercial@kimex.fr.
Are all KIMEX products on the website?
Yes, all the products in our range appear on our website.
How do I ask a question about a product?
You can ask a question about a product directly from the specific product page ("A question?"). You can also send your queries to commercial@kimex.fr. Alternatively, you can write to us using the contact form ("Contact us") on our website.
How do I assemble my product?
Assembly instructions are available on the individual page of each product. You can also see our assembly videos on the same page or on our YouTube channel.
How can I compare several products?
You can add items to the comparison tool (up to 6 products on a computer, 2 products on a mobile) from a product list page by ticking the "Compare" box or from a product page by ticking "Add to the comparison tool".
What do the different product statuses mean on the website?
An availability status is indicated for every product on our website:
- In stock: the product is available and can be shipped right away.
- Pre-order: the product is being restocked and the delay is indicated in weeks. The item can be ordered and will be shipped as soon as it is available.
- Upon request: the item is not available but can be ordered from our supplier; the delivery period is generally less than a week.
- On project: the item cannot be ordered, but it is possible to send a request from the product page ("CONTACT US") to explain your project to us.
- Out of stock: the product is not available and there are no plans to restock it. The product cannot be ordered.
How can I find out if a product is available?
Information on the availability of a product is shown on the product list page as well as the individual product page under the "ADD TO CART" button. The exact number in stock is indicated for each item or, if more than 50 are available, you will see "50+ items available".
Is the product availability information shown on the Kimex website reliable?
The availability of stock for each item is updated in real time on our website, 24 hours a day, 7 days a week, even at weekends.
What should I do if I can't find a product on the website?
KIMEX is constantly updating its catalogue all year round, including new products on the website and removing others. If you can no longer find a product on our website, you can contact us by telephone on +33 (0)5 57 95 95 53 or send an email to commercial@kimex.fr to find an equivalent replacement product.
I can't find a product in the KIMEX range, what should I do?
If you are looking for a specific product that you can't find in our range, have a suggestion or even think that there is a way of improving one of our products, you can contact our sales department by phone on +33 (0)5 57 95 95 53 or by email at commercial@kimex.fr.
How long is the guarantee on KIMEX products?
The guarantee offered by KIMEX on its products is 3 years (Exception: all the products known as "occasions" are guaranteed 6 months, they are neither taken back nor exhanged ). The guarantee can be optionally extended to 5 years on some products: LED walls, totems and monitors. Contact our sales department by telephone on +33 (0)5 57 95 95 53 or send an email to commercial@kimex.fr.
If I modify a KIMEX product, can I still benefit from the guarantee?
KIMEX products have been designed to respond to the needs of both individuals and professionals so it is neither necessary nor recommended that KIMEX products be modified. Any modification of a KIMEX product is the buyer's responsibility and will automatically lead to cancellation of the guarantee.
Does KIMEX provide an assembly service for its products?
KIMEX offers you the option of assembly prior to shipping for the distribution cabinet and rack range only. In this case, please contact our sales department by telephone or by email at commercial@kimex.fr. KIMEX does not offer a home assembly service.
Returns and aftersales service
Under what circumstances and how can I open an aftersales file?
You can open an aftersales file in the following cases: problems with delivery, problems when unpacking, faulty products, right of withdrawal. In any of these cases, you must contact our aftersales service who will explain the procedure for opening a file.
How do I contact the Kimex aftersales department?
In the event of a problem with your order, you can contact us by telephone on +33 (0)5 57 95 95 56 or by email at sav@kimex.fr.
I would like to exercise my right of withdrawal. What steps do I need to take?
If you are an individual, KIMEX grants you a withdrawal period of 30 days from the invoice date. KIMEX does not grant professionals the right of withdrawal.
When and how will I be refunded?
Refunds will be made within 14 days provided that the products returned are in their original packaging, complete and undamaged. The refund will be made in the same way as payment of the initial invoice. Please note that these conditions are not preconditions to the effective exercise of the statutory right of withdrawal.
In the event of withdrawal, what happens if I return a product that is not fit for resale?
If a returned product does not meet the conditions of the right of withdrawal (undamaged item), KIMEX reserves the right to apply a reduction at their own discretion, or to return the product without a refund. Please note that these conditions are not preconditions to the effective exercise of the statutory right of withdrawal.
What should I do if my product is faulty?
In the event of a faulty product, or if any parts are missing, please contact the aftersales service on +33 (0)5 57 95 95 56 or by email: sav@kimex.fr. You can also send photos as proof of your problem.
Do I have to pay the return postage costs?
In the event of a withdrawal, you must pay the total amount of return postage. You can use a haulier of your choice, or the haulier suggested by our aftersales service. In any other cases (faulty product, shipping error), the shipping costs will be fully covered by KIMEX.
Does KIMEX have technicians to repair or replace my faulty product?
No, KIMEX does not have technicians, but we offer assistance over the phone to try to find a solution or we will replace your product with a new one.
My faulty product is no longer under guarantee. What can I do?
If your product is faulty and no longer under guarantee, we cannot offer you a replacement. However, you can contact our aftersales service for advice or for separate parts.
Practical info
Where is KIMEX located?
Our premises are located at 169 allée du partage, 33127 Saint Jean d'Illac (Bordeaux, France).
How do I contact Kimex?
You can contact us by phone on +33 (0)5 57 95 95 53, by email at contact@kimex.fr or using the contact form on our website: "Contact us".
Are all the products stocked at your main address?
Yes, all of our products are well stocked and are shipped from our main address at 169 allée du partage, 33127 Saint Jean d'Illac.
What are your opening hours?
Kimex is open from Monday to Friday from 9 am to 1 pm and 2 pm to 6 pm (2 pm to 5 pm on Fridays).
Can I buy directly on site at Kimex?
No, we do not have a place allocated to direct sales. However, you can come to collect your purchases after placing your order on our website by selecting "In-store collection" as the method of transport.
Is it possible to buy KIMEX products in the shops?
KIMEX places a map of distributors at your disposal to help you find and buy their products easily in France and Europe. On the homepage, click on the location symbol in the top right-hand corner and you will be redirected to the "Find my shop" page.
I'm a professional and would like to sell KIMEX products on my website. How do I do that?
For all partnership queries, please contact our sales department by telephone on +33 (0)5 57 95 95 53 or by email at commercial@kimex.fr.
Does KIMEX sell its products to both individuals and professionals?
Yes, our website is intended for individuals and professionals.
Where can I find your catalogue?
For environmental reasons, Kimex recommends that you look at their products via interactive catalogues that can be seen on our website using the button at the bottom of the homepage: "OUR CATALOGUES". To take a look at a particular range, you can refer to our mini catalogues which you will find on each product page.
I've come across a problem on the KIMEX website, what should I do?
If you have found any malfunctions on our website, you can contact us by phone on +33 (0)5 57 95 95 53 or by email at contact@kimex.fr.
Are you on the social networks?
We are on the following social networks:
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- YouTube
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How can I stay informed about new products at KIMEX?
To receive information from KIMEX (new ranges, new products, new services), you can subscribe to our newsletter.
How do I subscribe to the Kimex newsletter?
You can subscribe to the newsletter by simply entering your email address at the bottom of the website or under "My account" — "My personal information" — "My profile" by ticking "I wish to receive the KIMEX newsletter".
How do I unsubscribe from the Kimex newsletter?
To unsubscribe from the Kimex newsletter go to "My account", then "My personal information", "My profile" and untick "I wish to receive the KIMEX newsletter".
How do I see the reviews left by customers?
You can see the reviews left by our customers on the product pages. These reviews are essentially based on product experience.
To find out our customers' opinions on their experience in general (website, customer service, delivery, etc.), go to the small Trusted Shops window that can be found at the bottom of every page on our website.
To find out our customers' opinions on their experience in general (website, customer service, delivery, etc.), go to the small Trusted Shops window that can be found at the bottom of every page on our website.