Frequently Asked Questions

What is the delivery time?

The question you ask most often!

Our carrier partners (DPD, Chronopost, etc.) deliver packages - cardboard boxes, not pallets - generally within the following timeframes:

Belgium D + 1

Luxembourg D + 1

France D + 2-3

Switzerland D + 3

Italy D + 2-3-4

Portugal D + 2-3-4

Spain D + 2-3-4

Netherlands D + 1

Poland D + 2

Romania D + 2-3

Sweden D + 2

Denmark D + 2

These deadlines are usually respected, but it is obvious that we cannot control the relative speed or slowness of a delivery... According to the regulations in force, we have one month to deliver an order, but it is obvious that we do everything we can to get orders out as quickly as possible!

As soon as the package is shipped, the delivery time is the responsibility of the carriers: no need to send us an email or call to ask for the delivery time if the package has not arrived after the normal expected time... All you have to do is follow your order on DPD or Colissimo tracking with the parcel number that was sent to you and be patient.

The times indicated are in working days: if you place an order on a Friday evening, do not expect delivery on Monday morning 500 km away, it is clearly impossible!

Concerning the time to route orders on pallets: it mainly depends on your location but allow at least 3 days.

Shipping time?

Our geographical position on the Belgian-French border allows us to pack/label 95% of orders on the day we receive payment.

The next day if the order is placed in the afternoon after 4:00 p.m.

The remaining 5% depends only on the delivery time of our suppliers (in case we are missing a component of an order). Our main suppliers who are quite close deliver to us twice a week in season (once a week in winter).

We therefore have the possibilities of shipping faster than an establishment located in France which requires a supply time of at least 10 working days!

... Sometimes, an item is no longer available temporarily, we then take the decision to ship part of the order or to contact you to agree on an arrangement.

We do our best according to the case: only care products are given priority.

Increased shipping costs?

The shipping costs are clearly indicated in the grid, this concerns shipments by parcel. The transport is calculated directly by the program, so no unpleasant surprises!

You have the possibility to simulate an order without obligation on the site. !

What are the shipping costs for large equipment on a pallet?

We calculate them according to the case.... Indeed, it is not possible for the program to calculate these costs immediately: the amount depends on the location, weight, volume, nature of the equipment (dangerous products and how many) of the amount of the order...

If the amount of the order is large, we can reduce the shipping costs by giving you a discount.

On the other hand, if the shipment must be made for example 600 km for equipment whose relative value is rather modest, it is clear that we cannot offer a significant discount because the carrier, him, always asks the same price!

So to reduce these shipping costs, it is necessary to concentrate a maximum of high-value equipment on a pallet: some have understood this well and get together to order in groups, the price of the transport then becomes very interesting!

Free shipping costs?

It is possible to obtain free shipping under certain conditions:

If the amount of your order exceeds 400 Euros AND the total weight of the order does not exceed 100 kg, shipping is free: this ONLY applies to PACKAGE shipments, therefore not transport on pallets. Therefore everything except equipment classified as heavy and/or bulky shipped on pallets.

Example of heavy/bulky equipment: filters, EPDM roll, large grid pre-filter... In short, anything that cannot be shipped in a crate and/or that weighs more than 30 kg.

Reduced shipping costs?

In the case of fitting out your new pool: shipping costs are reduced provided that all the equipment is delivered in one go, on a pallet. You must therefore order everything on a single order form....

The amount of shipping costs for such a configuration is calculated on a case-by-case basis... Many variables can modify the price to your advantage and in this case, the simplest thing is to ask us for a price offer.

I only received part of my order. Is this normal?

Since several packages have been shipped, it may happen that they are separated during shipping and not always delivered to the sender at the same time. This is not our fault because we always ship an entire order at the same time (except in exceptional cases and in this case, you are aware of this by simply reading the equipment shipping notification).

It also happens that packages that are part of an order are separated during sorting by the carriers, so some packages may arrive on day X and the rest of the packages the next day.

In all cases, you have received package numbers that allow you to know the progress of the delivery: simply consult either the Colissimo website or the DPD Tracking website.

You sell equipment, but do you build pools?

For customers who want to build a pond, or develop a garden, we have competent companies and professionals who can install our equipment.

The formula has been working successfully for several years.

For those who prefer to install the equipment themselves, we provide remote monitoring which consists of advising and guiding candidates.

For 17 years we have had 600 to 650 ponds that work perfectly and that have been installed by customers who are completely satisfied with them.

This is also a great source of pride for our company!

This way of operating concerns both small projects and large Koi ponds of several hundred m3 or even biological swimming pool projects.

I would like a quote for a few items, what should I do?

We no longer send "small" quotes when it comes to shipping one or two items: the price of the equipment is indicated on the site and the shipping cost scale is also indicated on the site. Unfortunately, we have to do this due to abuse and too many fanciful requests. However, we understand that in some cases, a quote is necessary to release a payment: this is the case in certain administrations or companies... To do this, simply follow the short procedure below.

1. Open an account: if the quote (and possible purchase) is intended for a company, indicate the company name and the Intra-Community VAT number.

2. Place the desired items in a basket then validate an order: in step 1 (Summary) click on the button "Transform my basket into a quote". This obviously does not commit you to anything, but by returning to your account, you will be able to download and print your quote!

Please note: the quote is only valid for items shipped in a crate, not heavy equipment to be shipped on a pallet.

The program calculates the shipping costs for shipping packages, but not for transporting pallets which requires our intervention.

I would like a personalized offer for a filtration installation, is this possible?

Of course, but given the number of requests and in order to be precise and fast, we ask for a minimum of essential information. Without this data, we cannot provide a coherent quote. The same goes for a request for information on an existing installation. Without details, we cannot provide rational and coherent solutions.

The quote is free and we assist you remotely for the creation of your pool, after approval of the order. If you want an offer, please provide us with the following information:

- type of pond (Koi pond, ornamental pond without fish, swimming, other...)

- description of the project in a few lines: indicate whether it is self-construction, whether it is a new project or a renovation, built in solid or in the ground, in short everything that is important.

- type of filtration (pumping, gravity, mixed, other...)

- estimated volume of the pond (dimensions, a sketch, a diagram or a plan can obviously help...)

- type of equipment: either we have carte blanche to select the most appropriate equipment, or you want very specific elements, indicate it....

- the maximum budget agreed: it is not useless to take a look at the site before.... This avoids crazy requests and unnecessary waste of time.

- transport: mention whether it is necessary to deliver, and the location, otherwise, indicate that you take the equipment to the store.

Given the large number of requests, and given some abuses, recently, we no longer answer technical questions until the offer is accepted. Some people abuse our services by asking for plans, lists of equipment, complete quotes... sometimes in the form of dozens of emails without any intention of acquiring equipment...

We are happy to answer a few questions, but not to serve as an unpaid design office. We deplore this disloyal behavior but we had to react.

How to receive your package? (except DOM TOM)

It is imperative to check the condition of the products before signing the delivery note, even if the box appears impeccable.

If an item is damaged or broken, you can accept the package on the express condition that you indicate precisely which product is damaged and the type of damage (broken, split, deformed, etc.) on the delivery slip.

In this case, we will return the damaged item to you after receiving your complaint email accompanied by one or more photos of the product concerned.

If you refuse the package - which is your right, but which causes unnecessary delays - the same thing, indicate precisely which product is damaged and the type of damage (broken, split, deformed, etc.) on the delivery slip

Words such as "subject to unpacking", "damaged or opened package", "insufficient packaging" should be avoided, you must be very precise.

If the refusal of the package was justified due to obvious major breakage, we will replace it.

If the carrier refuses to check the package, make sure to note on the delivery note: "check of the package refused by the carrier" and inspect the package without delay.

In the event of refusal of the package and/or loss of the package, keep us informed immediately and by email only: we will initiate a complaint with the carrier to resolve this matter.

Please note that no complaint will be accepted if it is not noted in the presence of the carrier or, - if the carrier has refused to open the package - if you have noted the note "check of the package refused by the carrier"