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Frequently asked questions

Frequently asked questions Culture Indoor

Here are the most popular questions, don't hesitate to ask them!

  • I have lost my password
    • You do not find any more the password of your account Culture Indoor? No worries, click this link and follow the procedure. You just have to fill in your e-mail address (it must be valid) in order to receive a new password.

  • What are the opening hours of the stores ?
    • You can consult all the store schedules directly on the dedicated page at this place
  • How to get a loyalty discount ?
    • The principle of the loyalty discount is simple. You will only need 2 things
      • Create your customer account
      • Place an order. From there, an accumulation of purchase is made. Different order amounts correspond to different discount levels:
        • 5% discount from 149 € purchase
        • 7.5% discount from 349 € purchase
        • 10% discount from 750 € purchase
        • 15% discount from 1500 € purchase
        • 20% discount from 3000 € purchase

These amounts do not include shipping costs.

Attention to keep your loyalty discount for life, you will only need to make one purchase (with no minimum amount) per year

  • Can I use my loyalty discount in the nearest store?
    • No, the loyalty discount is only valid on the website www.cultureindoor.com. This also means that your store can organize its own discounts and promotions.

  • My loyalty discount is not displayed
    • You need to validate your cart to see the discount displayed by choosing a payment method, if it is not displayed,

contact us

  • I have lost my password
    • You can't find the password of your Culture Indoor account ?

Don't worry, just click click on this link and follow the procedure. Just enter your e-mail address (it must be valid) to receive a new password.

  • What are the different payment methods at my disposal ?
  • Payment method: Change on payment method page:
    • Credit card in 3 times: for all orders over 800€, it is mandatory to send a proof of address corresponding to the delivery address and a copy of the identity card.

  • What is the status of my order / When will I be delivered?
    • Once you are identified and you enter the details of the order, there is the invoice, below you will find the date and its status, so you are informed of its evolution. The package number is indicated when the order is shipped.
    • Faster on the page Tracking order dedicated with the order number.

  • What are the different statuses of my order
    • Waiting for the customer: An email has been sent to you, we are waiting for your answer to finalize the preparation of your order.
    • Payment Accepted: The order is validated and recorded
    • Preparation in progress: The preparation is 24h-72h.
    • In progress of restocking: A product is out of stock, you have to look at your mailbox, an email has been sent to warn you.
    • In progress / Delivered: the order is shipped you must follow the delivery on the Chronopost website whose number begins with MK or HY, or call 0825801801 (Chronopost service, 0,15 € TTC per minute)

  • What is the procedure upon receipt of the package ?
    • Attention, this step is very important!
      You must take the items out of their packaging and check the condition of the goods. If you notice a damaged product, please notify it when you sign the voucher by writing this mention Broken article.

The transport insurance will then take care of the replacement of the article.

But if you do not mention anything at the delivery and you notice it afterwards, we will not be able to replace your product.

  • The product does not work, it is defective, what should I do?
    • On your customer account, enter the details of the order, check the article and validate by clicking on the link"Generate a return"
    • Then specify the following reason: " Defective product wants an exchange" or " Defective product wants a voucher "

The request is then created and you will be able to follow its evolution in the tab My Returns.

  • The product is broken
    • It is important to check the condition of the merchandise, especially when you order light bulbs, cooltubes, tanks... These fragile items are very well packaged but are subject to the shocks of transport; if you notice a damaged item you must write at the time of signing for the receipt of the package(s) Broken item or damaged item. It will then be replaced without difficulty because we contract an insurance which takes in charge this type of problem.

It is necessary to send us a photograph via the form of contact of the article received broken by indicating your n° of order, a solution will be quickly brought.

  • The product is out of stock, when will it be supplied?
    • We do our best to make the product available as soon as possible. In the meantime, you can create an email alert by going directly to the product sheet of the article. You will find a field provided for this purpose, you will simply have to enter your email address. When the product will be available again, you will receive an information email

  • Can I be informed of the restocking ?
    • Yes, by creating an alert, you will be able to be kept informed of the availability of the product. You just have to fill in your email address in the field provided. Once the product is available, you will receive an email notification

  • How long are my products guaranteed ?
    • The guarantee of the products depends on each product, for more details, consult the corresponding product sheets.

  • The product does not suit me, I wish to return it:
    • On your customer account, enter the details of the order, check the item and validate by clicking on the link"Generate a return".
    • Specify the following reason: " Withdrawal". The request is then created and you will be able to follow its evolution in the tab"My Returns".

  • What are the conditions of refunds?
    • If the product does not suit you, you can then contact the customer service click here or directly by phone at 01.64.21.20.00 (at the price of a local call) to ask for a refund. The product(s) must be in perfect condition and returned in their original packaging within 14 working days.

It is good to note that you will be refunded via the same means of payment that you used. (CB for a payment in CB, Paypal for a payment via Paypal etc...)

  • Need more help ?
    • Do not hesitate to contact us, our customer service will be happy to answer your questions by phone from Monday to Friday from 10:00 am to 12:30 pm and from 2:30 pm to 4:00 pm at 01.64.21.20.00 (price of a local call) or by mail at the following address contact@cultureindoor.com