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Frequently asked questions

Tips and Tricks

How do I get more information about a product?

Consult the product page associated with the part number for which you are looking for information. If you are looking for technical information or more details, please feel free to consult the device manual, available for download on the product page and the Manuals and User Guides page.

How do I check if an accessory is suitable for my device?

On each device page, you will find the list of accessories that are attached to it. On the page of the accessory, you will find the reference of the devices to which it is adapted.

Can I change my order, cancel an item or cancel my order?

You can change the contents of your shopping cart online at any time until you pay for your order. After payment, it will be impossible for us to make any changes.

Within 14 days of receiving your order, you have the right of withdrawal. Your request must be made via the contact form.

Can I add an item to my order?

You can change the contents of your shopping cart online at any time until you pay for your order. After payment, it will be impossible for us to make any changes.

If you are missing an item, you can place a new order.

How long is my order history kept?

You can find the history of your past orders on your online space, until you delete your account.

What if I can't find the information I'm looking for?

You can contact us via the contact form or by phone at the coordinates indicated in our contact page. We are at your disposal to bring you an answer as soon as possible.

Ordering process

How to order a device or an accessory?

Add the reference you wish to order to your cart. If you can’t find the device or accessory you want, you can use the search engine integrated to the site. You will then just have to follow the different steps to validate your order.

My order has been cancelled, what should I do?

In case of cancellation of an order from our side, the customer service will contact you directly to communicate the reasons of this cancellation and the solutions which are proposed to you.

How can I track the progress of my order?

From the validation of your order by the payment of this one, you will be informed by e-mail. You will receive an e-mail to indicate the shipment of your order and to allow you to follow it. In case of order delivered by carrier, all the indications are transmitted to you by e-mail to fix the day and the time slot of the delivery.

Is the product I want to order in stock?

All the references on sale on our website are available and deliverable within the indicated time.

The delivery time is given as an indication. If exceptionally we could not hold this deadline, you will be informed immediately.

Do I have to create an account to place an order?

Creating an account is not mandatory to place an order. However, it does provide you with features such as access to your order history, access to your billing information, and the ability to facilitate future purchases by storing your personal information.

Payment

How do I pay for my order on the website?

We propose you to pay your order online by Mastercard and Visa.
Krampouz and its banking partner implement all the means which ensure the confidentiality and the safety of your banking data.

The payment of your purchase is made at the end of the ordering process according to a secure protocol. At no time do we have knowledge of your banking information and therefore we do not keep any trace of it.

How secure is the payment by credit card?

The website uses an SSL certificate, one of the most powerful security modules to protect all data containing personal or payment information. This is the most widely used security standard for electronic transactions.

A simple way to be sure: the URL address must start with https (where the “s” stands for secure). Then your confidential data is encrypted between your computer and the server of our banking partner, no intermediary can access it. You can make your payments by credit card in all serenity.

Why doesn't my payment go through?

This may be due to a technical difficulty on our part or a problem with your bank: please pay attention to the instructions in the error message that appears on your screen. In the event of a technical block, we invite you to try again later. If the problem persists, please contact customer service via the online contact form or by phone using the contact information on our contact page.

How do I get my invoice?

The invoice is sent by e-mail after your order is shipped. If you wish to receive it again, do not hesitate to ask us via the online contact form or by phone at the coordinates indicated in our contact page.

Is it possible to pay in installments?

No, we do not offer payment facilities.

Delivery and tracking of packages

How does the delivery work?

We deliver in metropolitan France. Foreign countries, other territories and French departments are excluded from our offer. The delivery is made to the address you gave when you ordered, or in the collection point you selected. We generally ship orders within 2 working days from their validation by payment.
When your order is shipped, you will receive an e-mail containing the link to track the delivery of your package.

  • Home delivery: in case of absence at the time of delivery and if the size of the parcel does not allow a deposit in the mailbox, a notice of passage will be deposited by the carrier indicating the procedure to follow to recover your parcel.
  • Delivery to a parcel collection point: you will be informed of the availability of your parcel and the time limit for collecting it.
Can I change the delivery location of my order that is being processed?

Once your order is validated by its payment, it is no longer possible to change the delivery address.

What to do if my delivery is incomplete

If an ordered article was missing in your parcel during the delivery, approach our customer service via the online contact form or by telephone to the coordinates indicated in our contact page so that we carry out the necessary checks.

What should I do if my order arrives damaged in transit?

If you receive your order in bad condition, we recommend that you refuse the delivery and write the words “refused for bad condition” (the words “with reservations” are insufficient) on the receipt with the date of receipt and your signature. At the same time, please inform the customer service via the online contact form.

Attention, if you accept the package and if you sign the receipt, it is that you accept the goods in the state. From then on, no claim will be possible on the damage of the packaging or on the possible damage of the product.

What should I check when I receive my package?

Upon receipt of your package, here are the steps to follow:

  1. Open your package in the presence of the carrier before signing the delivery note.
  2. Check the condition and the number of packages before letting the driver go.
  3. Write reservations on the delivery note if the goods are damaged or missing, as well as the mention “refusal for bad condition” with the date of reception and your signature.

We cannot take back or reimburse the damaged or missing goods if reservations have not been written on the delivery slip.

How do I track the delivery of my order?

You can track the progress of your order using the tracking link that will be sent to you by e-mail when your order is shipped.

When will my order be shipped?

Your order is shipped after preparation by our teams, usually within 48 hours after payment.

What delivery options are available?

Delivery options depend on the weight of the order.
For orders under 20 kilos, you have the choice between home delivery or delivery in a parcel collection point.
Orders weighing more than 20 kilos are shipped by carrier.

How are the shipping costs calculated?

The cost of delivery depends on the weight of your order. It will be indicated to you before the validation of this one.

Can I have my order delivered abroad?

The delivery is only possible in France.

What happens if I am not present to receive my package?

In case of absence, a notice of passage will be left by the carrier indicating where and when to withdraw the package.

Return

How do I return an item?

You have the right of withdrawal within the period provided by law, or 14 days after receipt of the order. If you wish to retract, your request must be made to our customer service via the online contact form or by phone at the coordinates indicated in our contact page or by mail with return receipt.

Your request must include the following information:

Your contact details: title, surname, first name, full address, telephone number)
Date of the withdrawal request: DD/MM/YYYY
Request addressed to the attention of : Krampouz SAS
By mail to the address: ZA de Bel Air, 29 700 Pluguffan
I hereby notify you my withdrawal for: the item(s) (indicate the name(s) on the invoice) : ___ Ordered on : ___ Under the order number : ___ Received on: ___

After receiving your request, the customer service will send you an acknowledgement of receipt of the withdrawal and will tell you how to proceed.

The product must be sent complete and in its original packaging (accessories, instructions, cables, …) at your expense to the following address Krampouz SAS, ZA de Bel Air, 29700 Pluguffan and this within 14 days from the date of sending the mail (the postmark being proof) or the e-mail informing Krampouz of the withdrawal.

As soon as we receive the returned article, the payments already received including the delivery costs will be refunded. Items returned incomplete, damaged or used will not be taken back and will be sent back to you at your expense.

The product I received does not correspond to the one I ordered.

If you receive a product that does not correspond to the one you ordered, please contact our customer service via the online contact form, which will tell you how to return it. The article must be returned in its original packaging, complete (accessories, instructions and other documents included in the packaging).

Service - Warranties

What should I do if the device I received is broken?

A commissioning failure is a technical failure that occurs when the unit is first connected to the power supply, even though it has never been used, and which prevents it from functioning. This failure requires the replacement of a spare part and occurs within 10 days after receipt of the device. If you are in this case, please contact our after-sales service via the online contact form or by phone at the coordinates indicated on our contact page. We will tell you how to return the device. The device must be returned in its original packaging, complete (accessories, instructions and other documents included in the packaging).

What should I do if the device I received has a defect?

Quality controls are carried out on each device. If, despite this, the device you have received has a defect (other than transport damage), please contact our customer service via the online contact form or by phone on our contact page, which will tell you what to do. The defective item will be taken back at our expense and repaired or exchanged by Krampouz. The item must be returned in its original packaging, complete (accessories, instructions and other documents included in the packaging).

What is the warranty for my device?

The warranty period in France for devices intended for the general public is 2 years.

For any repair under guarantee it is necessary to present a proof of purchase.

The device can be repaired by Krampouz, during the warranty period and up to 10 years after the date of purchase.

Where can I get my device repaired?

We guarantee that the devices can be repaired for 10 years.

For any request for spare parts or repairs, you can contact our after-sales service via the online contact form or by phone at the coordinates indicated on our contact page.

Where to buy accessories or replacement parts?

We guarantee that the devices can be repaired for 10 years. Spare parts are available on request from our after-sales service via the online contact form or by phone at the coordinates indicated on our contact page.

Krampouz accessories are available for sale on the website.

What types of breakdowns are covered by the 2-year warranty?

The 2-year warranty covers functional failures of your device for a period of 24 months from the date of invoice. For more information, you can consult the “Warranty” page or contact our after-sales service via the online contact form or by phone at the coordinates indicated in our contact page.

How do I get my product repaired during its warranty period?

To have your product repaired under its warranty:

  • You bought your device on the Krampouz website or in our showroom: you can contact our after-sales service by e-mail via the contact form. In order to facilitate your request, we thank you for providing us with as much information as possible about your device: reference, serial number, description of the breakdown, copy of the purchase invoice, photos, full contact details.
  • You bought your device in one of our reseller stores: you must contact directly the reseller’s after-sales service.
Where can I find the reference of my device?

The part number of your device is indicated on the label on the back or on the bottom of your device.

Where can I find the reference of my device?

The serial number is located on the label on the back or bottom of your unit.

How do I recycle my old product?

The respect and protection of the environment is a major issue for all of us. Let’s all act to reduce our impact: let’s not throw away our used appliances, let’s recycle them.
Several solutions are available to you to recycle your used device near you:

  • Drop off the used appliance at a collection point near your home, you can identify it on the Ecosystem website
  • Donate the used appliance to an association or a local Social and Solidarity Economy structure.
  • Deposit the used appliance at the waste collection center in the dedicated skip

Batteries or accumulators must be removed from the used device and deposited in specific collection points.

Krampouz commits to take back your used device within the framework of the 1 for 1 return, with the purchase of a new equivalent item.

To do so, please contact us as soon as possible after your purchase and before you receive the shipment notice of your new product via the online contact form. Upon receipt of your request, we will inform you of the terms and conditions that will allow you to return your device free of charge.

My account - My access

What should I do if I forgot my password?

If you have forgotten your password, please follow these steps to reset it:

Go to the My Account area (icon at the top right of your screen). Click on the “I already have an account” link. Under the “Password” field, click on “Forgot your password? Simply follow the instructions.

How do I change my personal information?

You can modify all your personal data in your “My account” space.

How do I delete my personal information?

In accordance with the European Regulation 2016/679, known as the General Data Protection Regulation (GDPR), you have the right to request that your personal data be deleted.
To do so, please send a request by email to our Data Protection Officer, also known as DPO: dpo@krampouz.com

The deletion of your personal data leads to the deletion of your account on our website.

The deletion of your account and your personal data while an order is in progress does not lead to the cancellation of the order and the sums due remain payable.

The deletion of your account and your personal data does not affect the handling of your product for repair under or outside warranty.

To learn more about our policy regarding personal data, you can consult the Privacy Policy page.

What personal data is collected?

We collect data of various types, including the following:

  • Identification data (e.g. last name, first name, postal address, email address, telephone number)
  • Connection data, cookies, technical data

To learn more about our policy regarding personal data, you can consult the Privacy Policy page.

For what purposes is my personal data collected?

Your personal data is collected for the following reasons:

  • To allow the creation of your user account
  • To respond to your research and requests for information about the products and services we sell.
  • To provide you with an optimal browsing experience, in particular by storing your shopping cart.
  • To manage all of your orders placed on our site and in particular to ship and track the products ordered, and to process any complaints.
  • Manage your subscription to a mailing list (newsletter).

To learn more about our policy regarding personal data, you can consult the Privacy Policy page.

Is my personal information given to third parties?

Your contact information is transmitted to the carrier taking charge of your order to enable them to carry out their delivery service.

To learn more about our policy regarding personal data, you can consult the Privacy Policy page.

How long will my data be kept?

Your personal data is kept for the time necessary to achieve the purpose for which it was collected. Customer identification data (name, address, telephone number, etc.) is kept for 3 years from the last interaction. Some data may be kept for a longer period of time in accordance with legal obligations, applicable legal prescription periods or recommendations of the CNIL.

To learn more about our policy regarding personal data, you can consult the Privacy Policy page.

How is my personal data protected?

The security and confidentiality of your personal data is very important to us. Your personal data are hosted on a secure server.

In case of online payment, none of your banking data is stored in our database. Your banking data is processed by our service provider, and all transmissions or transfers of these financial data are done only with SSL protection.

Why subscribe to the newsletter?

Our newsletter allows you to receive our information and our recipes, but also to be informed of our contests.

How do I unsubscribe from the newsletter?

To unsubscribe, click on “unsubscribe” at the bottom of the newsletter received.

Why do I need a customer account?

The creation of an account is not mandatory to place an order.

However, a customer account allows you to consult the history of your orders and to save time for your next orders.

I did not receive a confirmation email after changing my password?

We invite you to check all the folders in your mailbox (spam, junk mail or other folders).

If you haven’t received anything, you can try logging in with your new credentials. It is likely that, despite the lack of confirmation, the change has been taken into account.

If it still doesn’t work, we advise you to start the process again by clicking on “Forgot your password?” and proceed to recover your customer account.

If you are still unable to log in, we invite you to contact our customer service via the online contact form or by phone at the coordinates indicated on our contact page.

How to create a secure password?

To be considered complex, your password must contain at least 12 characters and must combine the following 4 character categories: numbers, upper case letters, lower case letters and special characters (such as !”?@).

In order to make your password difficult to guess and attack, we recommend that you avoid using names, first names, e-mail or low-security strings of characters/numbers (1234Abcd, Abcdef123, Password1…).

Website

I would like to make a comment about the website

We are listening to our customers, our goal is to meet your expectations. If you wish to make a remark to improve the quality of our services, you can use the contact form.

I encounter a problem while browsing the website

If you notice an anomaly while browsing our site, make sure that it does not come from your browser by refreshing the page (F5 key). If the problem persists, you can contact our customer service via the contact form.

Please be as precise as possible so that we can take action as soon as possible: please indicate the URL of the page concerned, the version of your browser and a description of the bug encountered.

Devices

General - I have lost the manual for my device, what should I do?

The manuals of our devices are available for download:

  • Directly from the product page of the device concerned, at the bottom of the “Characteristics” section
  • Via the “Instructions and user guides” menu accessible at the bottom of the internal site

If you do not find the manual for your device, you can contact our customer service via the online contact form or by phone at the coordinates indicated on our contact page.

General - Where can I buy accessories for my device?

Krampouz accessories are available for sale on the website. You can also find a selection of accessories at our retailers.

Pancakes - Is it possible to drop off an appliance at the factory to sandblast or tumble the plate?

It is possible to sandblast (cleaning of the plate) and/or culotte the plate of your crepe maker at the factory. For more information, please contact our customer service via the online contact form or by phone at the coordinates indicated in our contact page.

Crepe makers - How to choose my crepe maker

You can find our buying guide in the “Instructions and user guides” section. This guide is intended to give you the necessary information to make the right choice for your use. If however it does not answer all your questions, you can contact our customer service via the online contact form or by phone at the coordinates indicated in our contact page.

Pancakes - Enamelled or machined cast iron plate, what is the difference?

Machined cast iron griddle: the traditional cast iron griddle requires a preparation called culottage before the very first use. This operation, which consists of applying several successive layers of oil at regular intervals, forms a protective layer on the cast iron, facilitates the detachment of the pancakes and reduces the bubbling of the batter in contact with the plate.

Enameled cast iron griddle: the enameled cast iron griddle does not require a culotte. It is ready to use. To start, simply grease the plate lightly with oil. Please note: the patented spreader kit cannot be used on this plate.

Crepe makers - Are gas crepe makers suitable for town gas or bottled gas?

The crepe makers are mounted with an injector for butane or propane cylinder. The injector for town gas is supplied.

Crepe makers - The plate of my crepe maker is flaking, what can I do?

Machined cast iron plate: when the plate looks like it is chipping, it means that the base is coming off and needs to be redone.

Enameled cast iron: when the plate looks like it is flaking, it is a sign that it has become dirty with use.

Please refer to the section “Tips for crepe makers” to know everything about the maintenance of your crepe maker.

Pancake Stoves - When is the culmination of the machined cast iron plate necessary?

The cullet is done before the first use on a new appliance and in maintenance on a used appliance.

To know everything about the “culotte”, please refer to the section “Advice crepe maker” on the website.

Crepe makers - What is cullet?

The breeching only concerns machined cast iron plates. It has a double purpose: this operation creates a protective layer on the cast iron, making it resistant to corrosion. The protective layer naturally formed during the cullet process gives the crepe maker’s plate its non-stick properties.

To know everything about the culotte, please refer to the “Crêpière tips” section on the website.

Planchas - What is the thickness of the plancha plate?

The thickness of the stainless steel cooking plate is 3 mm. Made of very hard ferritic stainless steel (AISI 430: iron-carbon alloy with 18% chromium), its design allows a very good conductivity and ensures rigidity and robustness to avoid any deformation during heating.

Planchas - How to clean my plancha?

The cleaning tips for the plancha are available in the product sheet of your appliance, in the section “Care tips”.

To know everything about the maintenance of planchas, please refer to the “Plancha tips” section on the website.

How to choose between a cast iron plate and a stainless steel plate?

Enamelled cast iron griddles take longer to heat up than stainless steel griddles, but they give off heat for longer.

Stainless steel griddles are easy to clean and meet the highest standards of food hygiene. Stainless steel is a rustproof material which gives it a very long life.

How can I prevent food from sticking to the stainless steel?

Stainless steel will not stick when heated. Be sure to respect the preheating time of your device before placing your food.

To know everything about the use of your plancha, refer to the section “Advice plancha” on the website.

  • French manufacturing
    French manufacturing.
  • A team at your service. +33 2 98 53 92 92
    A team at your service. +33 2 98 53 92 92.
  • Quote within 48 hours
    Quote within 48 hours.
  • 12 months warranty on spare parts
    12 months warranty on spare parts.
  • 10-year repairable product commitment
    10-year repairable product commitment.