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FAQ

Frequent Customer Questions

1. What services does the POMMIER E-customer service offer?
This module, reserved for our customers and accessible by ID and password, provides price and availability information on products for the customer's desired quantities and shipping dates and offers customers the ability to place pre-orders.

2. How to access the POMMIER E-customer service?
You can request an account to be created from the home page of the site by clicking on the button "Create an account" or in the "Log in" menu. Your request will be sent to your area manager who will activate your account without delay (from the day after the request is made).

3.What is my ID and password?
Your ID is the personal email address you entered into our database. The password is the one you chose when you first logged on. This password is strictly personal and POMMIER has no knowledge of it.

4. I've lost my password
You can reset your password by clicking on "Log in" then "Password lost".

5. I'm not getting the email to generate my password?
Please check that the email has not gone into your spam folder and that your firewall is not blocking our emails. If you are still unable to receive our emails, please contact your area manager or your sales assistant.

6. How to download a 2D/3D plan?
To download our 2D / 3D plans, you must enter the product reference in the search bar to display the product sheet. At the bottom of this sheet is the specifications table you can click on to download the plans. Access to the plans is reserved for our customers after they log on to the site.

7. I cannot complete my pre-order?
To finalise your pre-order, please check that it is of a minimum amount of €100 (see our Terms and Conditions), that you have supplied a delivery address and checked the box "I have read and accept the general terms and conditions of sale".

8. Are shipping costs included in my pre-order?
All prices listed on our website are "excluding shipping". Shipping costs for your order will appear on the order acknowledgment of receipt after your pre-order is processed by our Sales Administration team.

9. What is the Desired shipping date?
This is the date used to calculate the availability of a product. If the system tells you that the product you want is not available in the quantities and by the dates desired, you can try again with a smaller quantity or later date.

10. What is the Proposed shipping date?
When your pre-order is validated, this date is the shipping time proposed for the entire order. If your order contains items with different dates, the system will by default suggest the latest date for the entire order. To receive available products earlier, we suggest removing the products with the longest delivery times and do a second preorder, making sure the €100 minimum is reached for each pre-order.

11. I am not a customer but I want to download plans?
If you are from a design office and are working for one of our customers, or you are a customer of one of our Export distributors, we can create a dedicated account for you enabling you to download product plans and documents, but not to access the POMMIER E-customer service. Apply for this dedicated account using the contact form.