Frequently asked questions

An order placed on our site goes through several steps:

  • Registration: the user chooses products from the catalogue, adds them to their basket, selects their options, the duration, the delivery point, etc. Once everything is in order, they register the order. Once everything is in order, the order is registered;
  • Validation: the owner of the products receives the order in their shop. They then choose whether or not to accept it;
  • Contract signature: we generate a rental contract listing the identities of the tenant and the owner, as well as all the information about the products, prices, options, duration, etc. The contract is signed online by both parties;
  • Payment: the customer pays for the order on our website. We collect the funds and hold them until the customer has received the products and the legal 15-day withdrawal period has expired. After these two periods, the amount to be collected by the shop is paid into the owner's account;
  • The deposit: we ask the hirer for a deposit to guarantee the rental. The deposit will be secured by Swikly without being debited;
  • Preparation: the owner prepares the order, dismantles the products, sorting the parts by colour, and checks that everything is complete. We advise them to take a photo of the contents of the parcel, which can be used in the event of a dispute;
  • The outward shipment: the owner picks up the MondialRelay label on the site to place on the parcel, and drops it off at a network point;
  • Reception: the renter is informed that the parcel is ready for collection.They collect it and check that the contents comply with the contract;
  • Rental: the hirer can use the products for the agreed period;
  • Return shipment: at the end of the rental period, the hirer dismantles the products, sorting the parts by colour, picks up the MondialRelay label on the site to affix to the parcel, and drops it off at a network point. We advise them to take a photo of the contents of the parcel, which can be used in the event of a dispute;
  • Control: the owner is informed that the parcel has been made available. They collect it and check that no parts are missing;
  • Finalisation: the owner confirms that the parcel is complete and in good condition, the order is completed and we release the deposit.

Yes !

Your order preparation cart supports the fact that you can choose products from different shops.

When you register your order, we will separate it into different orders (one per shop) so that each order can be processed separately.

Don't panic, we're here to help you find a solution.

There are two ways to do this:

  • Contact us by internal messaging, e-mail or telephone. See the "Contact" page;
  • Change the status of the order to "Problem". We will then take over and put the order back into the normal process once it has been resolved.

If you are the owner of the products concerned by the order, you cannot cancel it from the moment you sign the contract. That said, if you have a problem, you can always :

  • Contact your customer so that they can cancel the order themselves (they have a longer legal period in which to do so);
  • Put the order under "Problem" and describe the situation to us so that we can resolve it.

If you are the renter: you have a legal period of 15 days after signing the contract to cancel. Given the nature of our service, the way we operate and the preparation and transport times involved, we will extend this period if necessary, giving you up to 3 days after receipt of the goods to request cancellation.

 

The possibility and simplicity of cancelling an order depends on its status:

  • The order has not been paid for: the renter can cancel the order at any time by changing its status to "Cancel" on the tracking page;
  • The order has been paid for but has not yet been dispatched: the renter can cancel the order by changing its status to "Cancel" on the tracking page. The amount paid will be refunded in full, and the deposit will be released if it has already been secured;
  • The order has been paid for and dispatched: the renter has a legal cancellation period of 15 days from signing the contract and/or 3 days from receipt during which he/she may request cancellation of the order by contacting us (it will no longer be possible to do this from the site once the products have been dispatched). The products will then be returned without delay, and the customer will be refunded the amount of the order (minus the return postage costs). The deposit will be released once the owner has checked the integrity of the products.

A shop owner can allow his renters to return products without sorting them by colour, as initially stipulated in the contract. To do this, they activate the "Accept bulk returns" option for their shop.

When a customer places an order in a shop that allows bulk returns, they choose whether or not to use the option. If they don't use it, they will sort by colour at the end of the rental. If they do use it, they can return the products without sorting or dismantling them completely, as the owner will take care of this.

This option is invoiced to the customer (to compensate for the time the owner spends sorting before checking) at a rate of 1% of the number of items in the order.

Please note that if this option is not taken up and the products are returned without being properly sorted, the owner will be able to claim compensation in euros up to 2% of the number of parts making up the products.

To ensure that the renter is not penalised by preparation or transport delays, the rental period starts automatically when the renter has collected their parcel from a pick-up point (either when they declare it manually, or when we detect it by asking MondialRelay's services).

In the event of a problem (or agreement between the two parties), please do not hesitate to contact us so that we can manually modify this date.

Yes, this is possible.

If the owner or renter is not satisfied with the terms of the contract, we can modify them for a specific order. Simply contact us with the proposed changes, which we will validate with all parties. The order contract will then be replaced by this modified version.

If you have legal knowledge, don't hesitate to contact us to change the default contract!

Rents are set freely by the owners. If it is not possible to change them after validating the order, it is still possible to contact them beforehand to ask for a reduction.

Negotiation can also take the form of a discount coupon issued by the shop owner and passed on to the customer before they validate their cart.

As a general rule, no.

These are two fragile items that can quickly be damaged by transport or use, and they don't add much value when rented out. So we don't plan to rent them out.

If you are an owner and still wish to send one of your products with its box and/or instructions, you are free to do so, but we offer no guarantee or compensation mechanism in the event of damage or theft.

Gift cards allow anyone to pay in advance for the hire of a loved one:

  1. You buy the card in the amount of your choice
  2. You receive a unique code by email
  3. You give this code to a friend or family member, who can then use it to pay for an order with the money on the card!

To use the card:

  1. Fill your cart with the products of your choice
  2. Click on the "I have a gift card" link
  3. Enter the code corresponding to the card and confirm
  4. The amount available on the card is automatically deducted from the amount of your order.

Cards are valid for one year from the date of purchase and can be used for any rental of sets or light kits. They can be used for several orders, until the balance is used up (or expires).


At the time of purchase, we add an administration fee of 5% (reduced to €1) to the amount of the card. This enables us to cover the charges levied by Stripe for online payment, and to offset (somewhat) the very low margins earned on rentals.

Yes, indeed :( We haven't found any other way of ensuring that products are returned complete (if you have an idea, we'd love to hear from you!).

With the help of one of our users, we've developed a counting tool that's designed to be as user-friendly and efficient as possible. It's open to everyone, with no registration required, and can be used freely. So don't hesitate!

A store owner can allow his renters to collect and return products by hand, without going through MondialRelay. To do so, they activate the "Accept hand delivery" option for their store.

When a customer places an order in a store that allows hand delivery, he chooses whether or not to use the option.

If the option is used, the customer is responsible for making the necessary trips, unless the owner offers to do so.

LocaBriques natively supports only MondialRelay for shipments.


An owner and a tenant can agree to use another means of transport, but LocaBriques cannot be held responsible for any problem with the delivery.


To use a different carrier, the owner and tenant can then use the "Hand delivery" option in a slightly roundabout way. LocaBriques then has no visibility over the organization and progress of deliveries, and both parties are required to update the order (package delivered / package received) so that it follows the usual process.

The purpose of the deposit is to ensure that the owner is compensated in the event of non-return or return of incomplete products.

If the goods are not returned, the deposit will be cashed in full and paid to the owner.

If the goods are damaged or incomplete, we will assess the situation and take a portion of the deposit to compensate the owner if the two parties are unable to reach an agreement.

If the renter loses parts during the rental period, the situation can be resolved in three ways, in order of priority:

  • The owner agrees to replace the missing parts free of charge (they are common, he has them in stock)
  • The owner and renter agree on financial compensation. The owner places the order at the "Compensation" stage, specifying this amount. The tenant then pays this amount on the website (plus the associated management fees).
  • The owner and renter are unable to reach an agreement. In this case, we will buy back the lost parts and send them to the owner. The cost of replacement will be deducted from the deposit.

The inventory management page of your shop does not allow you to add the same set more than once.

However, if you own several copies of the same model, you can get around this limitation by playing with its availability: the set will automatically become 'unavailable' when you accept an order for it. You are free to change it back to "available" if you have a second one at home.

In theory, the owner is entitled to withhold 5% of the deposit per day of delay, up to a maximum of 100%.

In practice, unforeseen circumstances can arise, so we ask owners to be understanding as long as there is no repeated abuse.

The amount paid to the owner is calculated as follows:

  • We start from the amount paid by the customer before discounts and delivery costs (i.e. the total rent of the products + the cost of the options).
  • LocaBriques takes a commission of 15% of this amount
  • Reductions offered in the form of coupons are deducted
  • We remove the cost of return postage (for payment by the owner)

If you are the owner of the products concerned by the order, you cannot cancel it from the moment you sign the contract. That said, if you have a problem, you can always :

  • Contact your customer so that they can cancel the order themselves (they have a longer legal period in which to do so);
  • Put the order under "Problem" and describe the situation to us so that we can resolve it.

If you are the renter: you have a legal period of 15 days after signing the contract to cancel. Given the nature of our service, the way we operate and the preparation and transport times involved, we will extend this period if necessary, giving you up to 3 days after receipt of the goods to request cancellation.

 

The possibility and simplicity of cancelling an order depends on its status:

  • The order has not been paid for: the renter can cancel the order at any time by changing its status to "Cancel" on the tracking page;
  • The order has been paid for but has not yet been dispatched: the renter can cancel the order by changing its status to "Cancel" on the tracking page. The amount paid will be refunded in full, and the deposit will be released if it has already been secured;
  • The order has been paid for and dispatched: the renter has a legal cancellation period of 15 days from signing the contract and/or 3 days from receipt during which he/she may request cancellation of the order by contacting us (it will no longer be possible to do this from the site once the products have been dispatched). The products will then be returned without delay, and the customer will be refunded the amount of the order (minus the return postage costs). The deposit will be released once the owner has checked the integrity of the products.

The "Shop open?" option on your shop management page allows you to temporarily close your space.

Your shop and your sets will remain visible, but users will not be able to place new orders until you reopen your shop.

Please note, however, that you will need to honour orders that have already been accepted. For orders that have already been rented, simply inform the renters that they can keep the sets until you return ;)

A shop owner can allow his renters to return products without sorting them by colour, as initially stipulated in the contract. To do this, they activate the "Accept bulk returns" option for their shop.

When a customer places an order in a shop that allows bulk returns, they choose whether or not to use the option. If they don't use it, they will sort by colour at the end of the rental. If they do use it, they can return the products without sorting or dismantling them completely, as the owner will take care of this.

This option is invoiced to the customer (to compensate for the time the owner spends sorting before checking) at a rate of 1% of the number of items in the order.

Please note that if this option is not taken up and the products are returned without being properly sorted, the owner will be able to claim compensation in euros up to 2% of the number of parts making up the products.

This is a discount code created by a shop owner to give gifts to their customers.

The owner chooses the code ("MERRYCHRISTMAS2022", "IMSONICE", "WELCOMEOFFER", for example) and the amount of the discount. The amount can be defined in euros, or as a percentage of the order amount (product price + options, see our general terms and conditions for the formula for calculating the cost of an order).

The owner also chooses the number of times it can be used (if they wish), and the date from which it will no longer be valid (if they wish). They can also restrict the use of the coupon to carts containing a particular set, or to rentals of at least a certain duration. By combining all this, the owner can, for example:

  • Display a code on their shop's home page to offer promotional periods
  • Offer a discount to a particular customer by randomly generating a code and sending it directly to them
  • Offer a discount to their first 10 customers
  • Offer a free month
  • Rent sets for less with a 10% off coupon with no limit on use, published in the shop description
  • and so on.

Yes, in two ways.

1/ You can provide your customer with a discount coupon for an amount greater than the price of the order, or for a 100% discount.

Please note that in this case :

  • Your customer will still have to pay the return delivery costs;
  • You will then be responsible for paying the commission.


2/ By purchasing a gift card for the amount required and passing it on to the customer.


Please note that in this case :

  • You will have to pay the administration costs associated with the purchase of the card (5%).
  • You will get your money back, minus the commission, at the end of the rental period.

Yes, of course: several shops may offer the same model.

In this case, the page describing the model will list all the shops offering it. The shops will be listed in a random order calculated each time the page is displayed, with the exception of the LocaBriques shop, which will always be displayed first if it offers the model in question.

To put it simply: because it's cheaper.

Collecting all or part of the deposit costs us 3.4% of the amount of the deposit, whereas making a new payment costs us 1.4% of the amount of the payment (+ 25 cts). In the event of compensation, the amount of the payment will always be less than the amount of the deposit. It therefore costs less to make a payment rather than deducting the deposit.

We also consider that it is up to the renter at fault to pay the costs associated with compensation. It's best to keep them to a minimum.

 

As a result, we prefer to do everything we can to ensure that the renter and the owner come to an arrangement that can be settled by online payment on our site :)

Of course, in accordance with our rental conditions, if an arrangement is not reached between the two parties, we will buy back the parts by deducting part of the deposit. But this will cost the renter more!

If you are the renter, you can change the relay point as long as the order has not been sent.

If you are the owner, you can change the delivery point as long as the order has not been returned.

The change is made from the order follow-up page.

To ensure that the renter is not penalised by preparation or transport delays, the rental period starts automatically when the renter has collected their parcel from a pick-up point (either when they declare it manually, or when we detect it by asking MondialRelay's services).

In the event of a problem (or agreement between the two parties), please do not hesitate to contact us so that we can manually modify this date.

Yes, this is possible.

If the owner or renter is not satisfied with the terms of the contract, we can modify them for a specific order. Simply contact us with the proposed changes, which we will validate with all parties. The order contract will then be replaced by this modified version.

If you have legal knowledge, don't hesitate to contact us to change the default contract!

Parcels will be transported by MondialRelay. Please take care to protect the contents of your parcel and respect the space restrictions:

  • The parcel must not weigh more than 30 kgs;
  • The development (height + length + width) of the parcel must not exceed 150 cm.
  • The maximum length must not exceed 120 cm.
  • The package must measure at least 15cm x 10cm.

For shipments using a Locker instead of a shop, parcel must weigh less than 25kgs, with a maximum development of 64 x 41 x 38 cm.

Yes, indeed :( We haven't found any other way of ensuring that products are returned complete (if you have an idea, we'd love to hear from you!).

With the help of one of our users, we've developed a counting tool that's designed to be as user-friendly and efficient as possible. It's open to everyone, with no registration required, and can be used freely. So don't hesitate!

A store owner can allow his renters to collect and return products by hand, without going through MondialRelay. To do so, they activate the "Accept hand delivery" option for their store.

When a customer places an order in a store that allows hand delivery, he chooses whether or not to use the option.

If the option is used, the customer is responsible for making the necessary trips, unless the owner offers to do so.

LocaBriques natively supports only MondialRelay for shipments.


An owner and a tenant can agree to use another means of transport, but LocaBriques cannot be held responsible for any problem with the delivery.


To use a different carrier, the owner and tenant can then use the "Hand delivery" option in a slightly roundabout way. LocaBriques then has no visibility over the organization and progress of deliveries, and both parties are required to update the order (package delivered / package received) so that it follows the usual process.

We take a 15% commission on each rental.

This amount has been set so as to strike a fair balance between the loss of income for the owner and the financial equilibrium of LocaBriques.

The rent for a product and the deposit are set by the owners, but we require the rent to be no less than 17.5% of the deposit (15% for deposits of €500 or more). We charge 1.8% of the deposit + 25 cts to secure the deposit. Payment is billed at 1.4% of the amount + 25 cts, from which we deduct a further 0.05% for projects to eliminate carbon pollution.  So already more than two thirds of the commission is spent on fixed costs (not counting the 2 x 50 cts).

The rest is used to cover the running costs of our service: hosting, domain name, bank account management fees, etc.

For example, on a €20 order, LocaBriques ends up receiving €0.30. On a €50 order, LocaBriques only recovers €1.55.

By default, we propose a monthly rent for a product at around 17.5% of its selling price for sets costing less than €500, and 15% for sets costing more than €500. This allows users to benefit from a product at a reasonable cost over comfortable periods of time. We believe that after 6 months, it is better to buy the product than to rent it.

We also offer a deposit of 100% of the sale price of the product. This enables owners to be sure that if they fail to return their products, they will recover approximately the amount needed to buy them back (although this cannot be guaranteed with any certainty).

These proposals are intended as a guide for owners, who are free to adjust them as they see fit (to avoid rents that do not cover delivery costs, or to take account of sets that are not fully complete).

The calculation for the customer is as follows:

  • We add up the monthly rental charge for each product in the order
  • We multiply it by the chosen rental period.
  • We add the cost of any options chosen. The amount obtained here is used to calculate the commission.
  • We remove any discounts offered by the shop in the form of coupons.
  • We add the cost of delivery

The amount paid to the owner is calculated as follows:

  • We start from the amount paid by the customer before discounts and delivery costs (i.e. the total rent of the products + the cost of the options).
  • LocaBriques takes a commission of 15% of this amount
  • Reductions offered in the form of coupons are deducted
  • We remove the cost of return postage (for payment by the owner)

Rents are set freely by the owners. If it is not possible to change them after validating the order, it is still possible to contact them beforehand to ask for a reduction.

Negotiation can also take the form of a discount coupon issued by the shop owner and passed on to the customer before they validate their cart.

The purpose of the deposit is to ensure that the owner is compensated in the event of non-return or return of incomplete products.

If the goods are not returned, the deposit will be cashed in full and paid to the owner.

If the goods are damaged or incomplete, we will assess the situation and take a portion of the deposit to compensate the owner if the two parties are unable to reach an agreement.

If the renter loses parts during the rental period, the situation can be resolved in three ways, in order of priority:

  • The owner agrees to replace the missing parts free of charge (they are common, he has them in stock)
  • The owner and renter agree on financial compensation. The owner places the order at the "Compensation" stage, specifying this amount. The tenant then pays this amount on the website (plus the associated management fees).
  • The owner and renter are unable to reach an agreement. In this case, we will buy back the lost parts and send them to the owner. The cost of replacement will be deducted from the deposit.

As long as we do not have proof from MondialRelay that the parcel has been collected, you are not considered to be responsible. MondialRelay's guarantees and insurance will have to be called into play.

In theory, the owner is entitled to withhold 5% of the deposit per day of delay, up to a maximum of 100%.

In practice, unforeseen circumstances can arise, so we ask owners to be understanding as long as there is no repeated abuse.

The calculation for the customer is as follows:

  • We add up the monthly rental charge for each product in the order
  • We multiply it by the chosen rental period.
  • We add the cost of any options chosen. The amount obtained here is used to calculate the commission.
  • We remove any discounts offered by the shop in the form of coupons.
  • We add the cost of delivery

If you are the owner of the products concerned by the order, you cannot cancel it from the moment you sign the contract. That said, if you have a problem, you can always :

  • Contact your customer so that they can cancel the order themselves (they have a longer legal period in which to do so);
  • Put the order under "Problem" and describe the situation to us so that we can resolve it.

If you are the renter: you have a legal period of 15 days after signing the contract to cancel. Given the nature of our service, the way we operate and the preparation and transport times involved, we will extend this period if necessary, giving you up to 3 days after receipt of the goods to request cancellation.

 

The possibility and simplicity of cancelling an order depends on its status:

  • The order has not been paid for: the renter can cancel the order at any time by changing its status to "Cancel" on the tracking page;
  • The order has been paid for but has not yet been dispatched: the renter can cancel the order by changing its status to "Cancel" on the tracking page. The amount paid will be refunded in full, and the deposit will be released if it has already been secured;
  • The order has been paid for and dispatched: the renter has a legal cancellation period of 15 days from signing the contract and/or 3 days from receipt during which he/she may request cancellation of the order by contacting us (it will no longer be possible to do this from the site once the products have been dispatched). The products will then be returned without delay, and the customer will be refunded the amount of the order (minus the return postage costs). The deposit will be released once the owner has checked the integrity of the products.

A shop owner can allow his renters to return products without sorting them by colour, as initially stipulated in the contract. To do this, they activate the "Accept bulk returns" option for their shop.

When a customer places an order in a shop that allows bulk returns, they choose whether or not to use the option. If they don't use it, they will sort by colour at the end of the rental. If they do use it, they can return the products without sorting or dismantling them completely, as the owner will take care of this.

This option is invoiced to the customer (to compensate for the time the owner spends sorting before checking) at a rate of 1% of the number of items in the order.

Please note that if this option is not taken up and the products are returned without being properly sorted, the owner will be able to claim compensation in euros up to 2% of the number of parts making up the products.

This is a discount code created by a shop owner to give gifts to their customers.

The owner chooses the code ("MERRYCHRISTMAS2022", "IMSONICE", "WELCOMEOFFER", for example) and the amount of the discount. The amount can be defined in euros, or as a percentage of the order amount (product price + options, see our general terms and conditions for the formula for calculating the cost of an order).

The owner also chooses the number of times it can be used (if they wish), and the date from which it will no longer be valid (if they wish). They can also restrict the use of the coupon to carts containing a particular set, or to rentals of at least a certain duration. By combining all this, the owner can, for example:

  • Display a code on their shop's home page to offer promotional periods
  • Offer a discount to a particular customer by randomly generating a code and sending it directly to them
  • Offer a discount to their first 10 customers
  • Offer a free month
  • Rent sets for less with a 10% off coupon with no limit on use, published in the shop description
  • and so on.

To put it simply: because it's cheaper.

Collecting all or part of the deposit costs us 3.4% of the amount of the deposit, whereas making a new payment costs us 1.4% of the amount of the payment (+ 25 cts). In the event of compensation, the amount of the payment will always be less than the amount of the deposit. It therefore costs less to make a payment rather than deducting the deposit.

We also consider that it is up to the renter at fault to pay the costs associated with compensation. It's best to keep them to a minimum.

 

As a result, we prefer to do everything we can to ensure that the renter and the owner come to an arrangement that can be settled by online payment on our site :)

Of course, in accordance with our rental conditions, if an arrangement is not reached between the two parties, we will buy back the parts by deducting part of the deposit. But this will cost the renter more!

No :)

The Swikly service we use to manage deposits will only ensure that the deposit amount can be withdrawn if necessary. No withdrawals will be made by default.

The deposit will only be deducted in three cases:

  • In full, if the rented products are not returned to their owner;
  • In part, if the products are returned late. The owner is entitled to request a deduction of 5% per day of delay (see paragraph 6.1.8 of our general rental conditions);
  • In part, if parts are lost and you are unable to reach an agreement with the owner (see paragraph 6.1.9 of our general rental conditions).

If you are the renter, you can change the relay point as long as the order has not been sent.

If you are the owner, you can change the delivery point as long as the order has not been returned.

The change is made from the order follow-up page.

To ensure that the renter is not penalised by preparation or transport delays, the rental period starts automatically when the renter has collected their parcel from a pick-up point (either when they declare it manually, or when we detect it by asking MondialRelay's services).

In the event of a problem (or agreement between the two parties), please do not hesitate to contact us so that we can manually modify this date.

LightMyBricks light kits are made up of fragile parts that can easily be damaged during assembly or disassembly.

We have a stock of parts to replace a part or two free of charge during your hire.

If you break more parts during your rental, we will deal with the situation as follows:

  • We will assess the cost of buying back the parts to be replaced, trying to combine it with purchases in order to limit carriage costs.
  • We will offer you a compensation payment, which you can pay by credit card on our website.
  • If you refuse this payment, we will deduct the corresponding amount from your deposit.

Breakage can happen, especially with these products. If it is dealt with in good faith, we will be accommodating :)

Yes, this is possible.

If the owner or renter is not satisfied with the terms of the contract, we can modify them for a specific order. Simply contact us with the proposed changes, which we will validate with all parties. The order contract will then be replaced by this modified version.

If you have legal knowledge, don't hesitate to contact us to change the default contract!

Parcels will be transported by MondialRelay. Please take care to protect the contents of your parcel and respect the space restrictions:

  • The parcel must not weigh more than 30 kgs;
  • The development (height + length + width) of the parcel must not exceed 150 cm.
  • The maximum length must not exceed 120 cm.
  • The package must measure at least 15cm x 10cm.

For shipments using a Locker instead of a shop, parcel must weigh less than 25kgs, with a maximum development of 64 x 41 x 38 cm.

A store owner can allow his renters to collect and return products by hand, without going through MondialRelay. To do so, they activate the "Accept hand delivery" option for their store.

When a customer places an order in a store that allows hand delivery, he chooses whether or not to use the option.

If the option is used, the customer is responsible for making the necessary trips, unless the owner offers to do so.

LocaBriques natively supports only MondialRelay for shipments.


An owner and a tenant can agree to use another means of transport, but LocaBriques cannot be held responsible for any problem with the delivery.


To use a different carrier, the owner and tenant can then use the "Hand delivery" option in a slightly roundabout way. LocaBriques then has no visibility over the organization and progress of deliveries, and both parties are required to update the order (package delivered / package received) so that it follows the usual process.

Yes.

The personal data we request is necessary to place an order or open a shop. You are required to provide accurate information in accordance with the terms and conditions of use of our service.

Please see our privacy policy for details of how we share this data, but to keep things simple, we only share the information we need with MondialRelay for deliveries, Stripe for payments and Swikly for deposits.

Don't panic, we're here to help you find a solution.

There are two ways to do this:

  • Contact us by internal messaging, e-mail or telephone. See the "Contact" page;
  • Change the status of the order to "Problem". We will then take over and put the order back into the normal process once it has been resolved.

If you are the owner of the products concerned by the order, you cannot cancel it from the moment you sign the contract. That said, if you have a problem, you can always :

  • Contact your customer so that they can cancel the order themselves (they have a longer legal period in which to do so);
  • Put the order under "Problem" and describe the situation to us so that we can resolve it.

If you are the renter: you have a legal period of 15 days after signing the contract to cancel. Given the nature of our service, the way we operate and the preparation and transport times involved, we will extend this period if necessary, giving you up to 3 days after receipt of the goods to request cancellation.

 

The possibility and simplicity of cancelling an order depends on its status:

  • The order has not been paid for: the renter can cancel the order at any time by changing its status to "Cancel" on the tracking page;
  • The order has been paid for but has not yet been dispatched: the renter can cancel the order by changing its status to "Cancel" on the tracking page. The amount paid will be refunded in full, and the deposit will be released if it has already been secured;
  • The order has been paid for and dispatched: the renter has a legal cancellation period of 15 days from signing the contract and/or 3 days from receipt during which he/she may request cancellation of the order by contacting us (it will no longer be possible to do this from the site once the products have been dispatched). The products will then be returned without delay, and the customer will be refunded the amount of the order (minus the return postage costs). The deposit will be released once the owner has checked the integrity of the products.

Gift cards allow anyone to pay in advance for the hire of a loved one:

  1. You buy the card in the amount of your choice
  2. You receive a unique code by email
  3. You give this code to a friend or family member, who can then use it to pay for an order with the money on the card!

To use the card:

  1. Fill your cart with the products of your choice
  2. Click on the "I have a gift card" link
  3. Enter the code corresponding to the card and confirm
  4. The amount available on the card is automatically deducted from the amount of your order.

Cards are valid for one year from the date of purchase and can be used for any rental of sets or light kits. They can be used for several orders, until the balance is used up (or expires).


At the time of purchase, we add an administration fee of 5% (reduced to €1) to the amount of the card. This enables us to cover the charges levied by Stripe for online payment, and to offset (somewhat) the very low margins earned on rentals.