I have recently placed an order, how can I get a refund?
If you have received an email with a shipment confirmation (including a parcel tracking number), the ordered product(s) will be delivered to you. Please note that all orders placed before Friday, October 27 have already been shipped.
Payment made by credit card:
The amount of your order will soon be refunded to you.
Payments by bank transfer or by check (already cashed):
We will contact you shortly to proceed with a refund via bank transfer.
Payment by credit card in installments:
The current installment charge will be refunded to your bank account.
Payment via PayPal:
Your refund will be made to your PayPal account.
Recent sending of checks from you:
Your checks will not be cashed and will be returned to you.
How are existing reservations handled?
Your paid reservations are being maintained; we are currently examining the various possible options for the delivery of your order.
Have you received a product paid for with several cheques?
We invite you to contact our customer service to manage these payments individually.
Subsequently, a computer processing will be set up to identify all the cheques that were destroyed in the fire.
Do you have an ongoing after-sales service (SAV) with us?
In the majority of cases, our computer system allows us to track the progress of SAV files in real-time.
For your information, a large part of products under SAV is currently with our suppliers.
For SAV files that do not follow this pattern, we are developing a compensation procedure.
If you have come to the store to entrust us with one or more items for repair, or if you have returned items to us by post without informing us in advance, we invite you to contact our customer service by email or phone.
Do you have a credit note or a gift card in your possession?
The validity period of your credit note or gift card has been extended until December 31, 2025.
Have you recently returned one or more products?
Your items will be automatically resent to you. We invite you to contact our customer service to determine together the best solution to adopt.
How can you contact us?
Our telephone switchboard remains operational, and can be reached at 03 84 37 31 83. Gaétan and Anne-Sophie will be available to assist you and answer your questions.
As a reminder, our telephone line is open from Monday to Friday, from 9am to 12pm and from 1pm to 5pm.
Furthermore, the email address contact@jura-modelisme.fr is available for all your inquiries.
Additional Information
This FAQ will be regularly updated to provide precise and comprehensive answers to all your questions.