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Frequently asked questions - FAQ

Preorders

You have not found the answer to your question about a preorder in this help?

You can contact our support (subject: “pre-order information”), or on our live chat.

A preorder is no longer available for order

A product in preorder who is not available anymore for order means that all the quantities that we will receive from the manufacturer / distributor are reserved and that it is no longer possible to increase these quantities. Due to cancellations or other factors it is possible that the product will be available again for short-term preorder or available in stock but it is impossible for us to foresee this opportunity in advance. We recommend that you subscribe to the stock alert, if the item is available again you will automatically receive an email.

How to cancel a preorder?

To cancel a preorder that you have placed, log into your “your preorders”. Click on the cross (cancel the preorder) present next to your preorder, a confirmation will be requested. This operation is irreversible, in the case where a deposit is related to this preorder this deposit is lost (see also section The deposits).

If you have paid the full amount of the free preorder without a deposit that you cancel, the amount will be refunded.

If you have paid the full amount of the preorder with a deposit that you cancel, the amount will be refunded deducted from the legal deposit.

The deposits

The products we offer are generally collectibles made in very limited quantities. This limitation, which is characterized for some products by a unique numbering, is determined by the request submitted during the period of preorders to manufacturers and / or distributors. In order to guarantee the validity of your commitment, a deposit is requested. It involves a firm commitment from both parties. Consequently, the obligation to buy for the consumer and the obligation to supply the goods for the vendor. There is no possibility of cancelation and the consumer may be ordered to pay damages if he cancels. The vendor himself cannot change his mind, even by refunded the deposit to the consumer.

If you do not agree with this firm commitment, please do not preorder. If the entire production for a product is not preordered before it becomes available on the market, you will be able to purchase it in stock.

For preorders of an amount generally higher than 50.00EUR, a deposit of approximately 10% of the sale price is required in order to validate your preorder. The amount of the deposit paid and the balance due are shown in your account in the “your preorders” section.

The amount of the deposit requested, as well as the balance due, are clearly indicated on the product sheet concerned.

This deposit paid will of course be deducted from your total when you receive the balance to be paid for your preorder arrived in stock.

If you should decide to cancel a preorder with a deposit, this cancellation means without exception the loss of this deposit.

Your preorders are, on our side, validated with distributors, and or manufacturers, for which generally a larger deposit is invoiced to us. In order to maintain our good commercial relations it is generally not possible for us to cancel the order with them. This deposit covers, among other things, administration fees, commissions on payments received, storage costs, etc.

It happens that a small number of preorders take very significant delays in their production on the dates initially scheduled by the manufacturers, in this case and if you request it we can consider the refund of your deposit. The delay must be minimum higher than 6 months on the date communicated to you at the time of your order. Thank you for approaching our customer service.

Your preorder is canceled

This situation is very rare but it happens that a preorder is canceled, the most frequent reasons are:

- We have received your preorder but it is received with flaws, broken,... and there is no more stock available for exchange with the distributor or the manufacturer.

- We have not received all of the quantities confirmed by the distributor or the manufacturer, in the event that the stock delivered is not sufficient to honor all of the preorders received, we will first reduce the quantities to one piece per customer account, if this is still not enough we allocate the quantities in chronological order of the orders received.

- The production of the product is finally canceled by the manufacturer.

If the cancellation is confirmed you will receive an email from our team to inform you.

In no case La Cite Des Nuages sprl can not be held responsible.

If a deposit has been requested for the validation of this canceled preorder, it will of course be fully refunded.

If you have made an advance payment for this preorder, the entire amount received will obviously be refunded.

Confirmed delivery date

When we receive confirmation of the availability and dispatch of a preorder from the manufacturer or its distributor, whether it is located in Europe, Asia, or the USA, we will display the preorder in the " upcoming ” page. If your preorder is missing from this page, we have not yet received a confirmed delivery date and therefore the actual availability date is not yet known to date and therefore unknown for our team. . An “arrival” banner is also added to the product sheet as well as a confirmed delivery date, this date is likely to be further modified in the event that there is an unforeseeable logistical delay such as customs control, delay with the shipper, …

You will also find this information in your account in the “your preorders” section.

The estimated date of availability of a preorder

The estimated date of arrival in stock of a preorder is presented for information only and communicated by the manufacturer / distributor, La Cite Des Nuages cannot be held responsible for any delays on the dates announced.

Production delays are frequent, please take this into account.

When we receive a new date, we update it on the preorder, this date is visible in your “your preorders” section.

Combine preorders that are not yet in stock in the same shopping session

If you wish, it is possible to combine several preorders in the same shopping session, but they will be processed individually on each arrival in stock following the method explained on this same page.

Combine a preorder that has arrived in stock with items in stock and or other preorders that have also arrived in stock

It is very intuitive, to finalize the purchase of your preorders that have arrived in stock, use the add to cart button to the right of the title of your preorder in your "your pre-orders in stock" section. You can complete this basket with all the items in our catalog and thus benefit from a single shipping cost.

Do you have any other preorders in progress that are likely to arrive in stock within this 12 day period? You can wait for this period before finalizing the purchase to possibly combine them in a single shipment.

Your pre-order without deposit (free reservation) has arrived in stock

You receive an email informing you that a new preorder has arrived in stock and that it is available in your "your preorders in stock" section. Our emails are secure, so we avoid the problem that our sent emails are considered as spam.

To complete the purchase of your preorder that has arrived in stock, use the add to cart button to the right of your preorder title in your "your preorders in stock" section.

If you have already paid for your entire preorder, only the shipping costs will be requested.

You have 12 days to make your payment. After 10 days a final 48-hour reminder will be sent to you, if your payment is still missing your preorder will be automatically canceled.

We reserve your preorder for you during the entire 12-day period.

Your pre-order with deposit has arrived in stock

You receive an email informing you that a new preorder has arrived in stock and that it is available in your "your preorders in stock" section. Our emails are secure, so we avoid the problem that our sent emails are considered as spam.

To complete the purchase of your preorder that has arrived in stock, use the add to cart button to the right of your preorder title in your "your preorders in stock" section.

If you have already paid for your entire preorder, only the shipping costs will be requested.

You have 12 days to make your payment. After 10 days a final 48-hour reminder will be sent to you, if your payment is still missing your preorder will be automatically canceled and the legal deposit will be lost. (see also the Deposit section)

We reserve your preorder for you during the entire 12-day period.

When should I pay for my pre-order?

When you place a preorder you have the option of paying the full amount, paying a deposit, or making a free reservation.

For preorders with deposit (see also section Deposit), you make the payment of a deposit generally equivalent to 10% of the final amount, we require a deposit when the preorder is of an amount higher than 50.00 €. The amount of the deposit paid and the remaining balance are shown in your "your preorders" section in your account.

If you choose to pay the full amount of your preorder before its availability in stock, the shipping costs will be charged when this preorder arrives in stock, you will then be able to define your final delivery address and or add other items in stock to your order. It is not possible to pay the shipping costs in advance, the period before receiving a preorder can be very long, this system allows us to ensure that the delivery address will always be valid and it is also an additional protection for you.

If the preorder is a free reservation (preorder without deposit) we do not ask for any deposit. You will be informed by email as soon as your reservation is in stock, you are free to finalize this order. If you choose to pay for your entire reservation before it is availability in stock, the shipping costs will be invoiced to you when this reservation arrives in stock, you will then be able to define your final delivery address and or add other items in stock to your order.

We secure your prices

The price displayed on our site for an item offered for preorder may increase during its preorder period. This increase can be explained, for example, by the fall of the euro on the foreign exchange market or the end of a special price.

Your final price will always be the price that was validated at the time of your preorder was done, this price is displayed and frozen in your “your preorders” section in your account. For example, if you preordered a product at 50,00€ and you subsequently see an increase in the price displayed on our site for this same product at 70,00€, our offer of 50,00€ is still valid and will be the amount which will be claim when the preorder is in stock. In conclusion La Cité des Nuages ​​protects your prices from the instability of the euro among other things and we assume the margin losses related to its possible decreases.

In the event that the price of a preorder should drop, your price will obviously be adjusted to the same amount.

Introduction

A product offered for preorder is not yet in stock. It is therefore not available immediately! By placing a preorder, you do a reservation on a product generally produced in limited quantity guaranteeing you to get this product when it will be physically released. A preorder guarantees that you will get the preordered item at a price less than or equal to the price of the same item when it will be available in stock, if there is stock available.