Dedicated to domestic users

FAQ

Advice and Tips

Where can I find out more details about a product?

Check out the webpage for the particular product reference that you want to know more about. For technical information or more details, feel free to browse or download the appliance user manual from the product page or from the User Guides and Instructions webpage.

How do I check that an accessory will fit my appliance?

A list of corresponding accessories is found on each appliance page. Suitable appliance references can be found on the accessory page.

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

You can edit the contents of your online shopping basket at any time before you pay for your order. After payment has been taken, no changes can be made.
You have the right to cancel within 14 days of the receipt of your order. Your request must be made via the contact form.

Can I add an item to my order?

You can edit the contents of your online shopping basket at any time before you pay for your order. After payment has been taken, no changes can be made.
If you are missing an item, you can place a new order.

How long is my order history stored for?

You can retrieve your order history in your online account area at any time until your account is deleted.

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

You can get in touch via the online form or by telephone using the details provided on our contact page. We’re ready and waiting to help you get the answer as quickly as possible!

Ordering process

How do I order an appliance or an accessory?

Add the reference you want to order to your shopping basket. If you cannot find the appliance or accessory you want, you can use the search engine on the website. Then all you have to do is follow the various steps to confirm your order.

My order has been cancelled - what should I do?

If we cancelled your order, our customer service team will contact you directly to explain why the order was cancelled and offer alternative solutions.

How do I track the progress of my order?

Once you have confirmed and paid for your order, you will be kept informed by e-mail. You will receive an e-mail indicating that your order has been dispatched and how to track it. If your order is delivered by a courier, you will receive an e-mail indicating the date and time when your delivery is due.

Is the product I want to order in stock?

All products on sale via our website are available and can be delivered within the timescale specified.
Delivery times are provided as a guide. We will inform you in the unlikely event that we are unable to deliver to you on time.

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

You do not have to create an account to place an order. However, with an account, you can: access your order history and billing information, and save your personal information to make it easier to order again in the future.

Payment

How do I pay for my order on the website?

You can pay for your order online using a MasterCard or Visa card.
Krampouz and its banking partner employ every means to ensure the confidentiality and security of your bank details.
At the end of the ordering process, your payment is taken using a secure protocol. Your bank details are not known or stored by us at any point.

How are card payments kept secure?

The website uses an SSL certificate, one of the most powerful security modules for protecting all data that contains personal or payment details. This is the most common security standard for electronic transactions.
It is easy to shop with confidence: the URL address has to start with https (where the “s” means secure). This means that your confidential information is encrypted between your computer and the server at our banking partner; no intermediary can access it. You can use your credit card to pay with complete peace of mind.

Why has my payment not been processed?

This could be a technical difficulty on our part, or there might be an issue with your bank: read the instructions carefully in the error message displayed on your screen. If a technical issue is preventing the order from being completed, please try again later. Should the problem persist, please get in touch with customer service via the online form or by telephone using the details provided on our contact page.

How can I get my invoice?

Your invoice is sent by e-mail once your order has been dispatched. Should you require another copy of your invoice, you can request this via the online contact form or by telephone using the details provided on our contact page.

Can I pay in instalments?

No, we do not offer easy payment terms.

Parcel delivery and tracking

How does delivery work?

We deliver to mainland France. We do not take orders for international delivery or delivery to overseas French territories and departments. We will deliver to the address you gave when ordering, or to your chosen parcel collection point. In general, we dispatch orders within 2 working days of confirmation and payment.
When your order is dispatched, you will receive an e-mail containing a link which can be used to track the delivery of your parcel.

  • Delivery to your home address: if you are not at home for your delivery and the package is too large to post through a letterbox, the courier will leave a card with instructions on how to retrieve your parcel.
  • Delivery to a parcel collection point: you will be notified when your package has arrived and when it will be available for collection.
Can I change the delivery address for an order that is being processed?

Once your order has been confirmed and paid for, you can no longer change the address for delivery.

What should I do if my delivery is incomplete?

If an item you ordered is missing from your delivery parcel, please get in touch with our customer service via the online contact form or by telephone using the details provided on our contact page so that we can carry out the necessary checks.

What should I do if my order has been damaged during transit?

If your order is received damaged, we recommend that you refuse delivery and write “”refused due to poor condition”” (do not just note “”with reservations””) on the delivery receipt, add the date of receipt and sign. At the same time, you should notify Customer Service via the online contact form.
You should know that by accepting the parcel and signing the receipt, you are accepting the goods as they are. As such, you will not be able to claim for the damaged packaging or product.

What must I check when taking receipt of my parcel?

These are the steps to follow when your parcel arrives:

  1. Open your parcel in the presence of the courier before you sign the delivery note.
  2. Check the condition and number of packages before the driver leaves.
  3. Note any reservations on the consignment note if goods are damaged or missing, and also write “refused due to poor condition”, add the date of receipt and sign.

We cannot take back or refund damaged or missing merchandise where no reservations have been added to the delivery note.

How do I track the delivery of my order?

You can track the delivery of your order using the tracking link that is e-mailed to you when your order is dispatched.

When will my order be dispatched?

Your order is dispatched once it has been prepared by our teams, this is normally within 3-5 labor days after payment.

What delivery options are available?

Delivery options depend on the weight of the order.
For orders weighing less than 20 kg, you can either choose a delivery to your home or to a parcel collection point.
Orders weighing more than 20 kg are shipped by a carrier.

How are shipping costs calculated?

The cost of delivery will depend on the weight of your order. The cost will be shown prior to your order being confirmed.

Do you deliver abroad?

We only deliver within mainland France.

What happens if I am not available to receive my parcel?

If no-one is available, the courier will leave a card with instructions on where and when to collect the parcel.

Returns

How do I return an item?

In accordance with French law, you have the right to cancel within 14 days of receipt of your order. If you wish to cancel, please send your request to our customer service department via the online contact form or by telephone using the details provided on our contact page. You can also send us a letter via recorded mail with proof of delivery.
Your request must include the following details:

Your contact information: title, first and last name, address in full, phone number)
Date of the request to cancel: DD/MM/YYYY
Forward your request for the attention of: Krampouz SAS
By post to the address below: ZA de Bel Air, 29700 Pluguffan, France
I hereby give notice to cancel the order for: the article(s) (state the name printed on the invoice): ___ ordered on: ___ order number: ___ received on: ___

Upon receipt of your request to cancel, our customer service team will send you an acknowledgment of receipt, together with instructions on how to proceed.
The product must be shipped intact and in its original packaging (accessories, manuals, cables, etc.), at your expense, to the following address: Krampouz SAS, ZA de Bel Air, 29700 Pluguffan France. You should return the item within 14 days of the date when the cancellation letter (postmark as proof of postage) or e-mail was sent to Krampouz.
Upon receipt of the returned item, we will refund you any payments that have already been taken, including delivery charges. We will not accept any incomplete or damaged items for return, or any items that have been used; these will be sent back to you at your own expense.

I've received a different product to the one I ordered.

If you receive a different product to the one you ordered, please contact our customer service department via the online contact form and they will issue instructions on how to return it. The item must be returned intact and in its original packaging (together with the accessories, manual and other documents included in the box).

After Sales Service & warranties

What should I do if the appliance I received does not work?

A commissioning failure means a technical failure on a new, unused appliance being connected for the first time which prevents it from operating. This failure which requires a new spare part must have occurred within 10 days of receipt of the appliance. If this describes your case, please get in touch with our after sales service department via the online form or by telephone using the details provided on our contact page. We will issue you with instructions on how to return the appliance. You should return it in its original packaging intact (together with the accessories, manual and other documents included in the box).

 

What should I do if the appliance I have received is faulty?

We perform quality checks on each appliance. If in spite of this, the appliance you have received is faulty (other than damage in transit), please get in touch with our after sales service department via the online form or by telephone using the details provided on our contact page. They will issue you with instructions on how to proceed. The faulty item should be returned to us, at our expense, for repair or exchange by Krampouz. The item must be returned intact and in its original packaging (together with the accessories, manual and other documents included in the box).

What warranty comes with my appliance?

In France, consumer appliances come with a 2-year warranty.
A proof of purchase is required for all repairs under warranty.
Krampouz can repair the appliance whilst it is under the warranty and up to 10 years after the date of purchase.

Where do I get my appliance repaired?

We offer a 10-year repairability guarantee on our appliances.
If you require a spare part or need a repair, please get in touch with our after sales service department via the online form or by telephone using the details provided on our contact page.

Where can I buy accessories or replacement parts?

We offer a 10-year repairability guarantee on our appliances. To request any spare parts, please get in touch with our after sales service department via the online form or by telephone using the details provided on our contact page.
Krampouz accessories are available to buy from the website.

What 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. You can find more information on the “”Warranty”” page or by getting in touch with our after sales service department via the online form or by telephone using the details provided on our contact page.

How can I have my product repaired during its warranty period?

For repairs to your product under its warranty:

  • If you bought your appliance on the Krampouz website or in our showroom: feel free to contact our after sales service using the e-mail contact form. So that we can handle your request as quickly as possible, please tell us as much as you can about your appliance: reference number, serial number, description of the problem, copy of your proof of purchase, photos, full address and contact details.
  • If you bought your appliance from a retailer: you should contact their after sales department directly.
Where can I find the reference for my appliance?

The reference for your appliance is shown on the label on the rear or underside of your appliance.

Where can I find the serial number for my appliance?

The serial number for your appliance is shown on the label on the rear or underside of your appliance.

How can I recycle my old product?

Environmental respect and protection is an important issue for all of us. We can all act to reduce our impact: instead of throwing away our used appliances, we can recycle them.
There are a number of ways to recycle your used appliance in your local area:

  • drop it off at a collection point near your home: for details of these locations, see the Ecosystèmes website
  • donate the used appliance to a charity or entity involved in the social and solidarity-based economy
  • drop the used appliance off in the appropriate skip at the recycling centre

Batteries and accumulators must be removed from the used appliance and taken to special collection points.
Krampouz is committed to taking your used appliance back as a 1-for-1 trade-in when you purchase a new equivalent item.
To avail of this service, please get in touch via the online contact form soon after you make your purchase and before you receive the dispatch notice for your new product. Upon receipt of your request, we will issue instructions on how to return your appliance free of charge.

My Account - My Sign in

What do I do if I have forgotten my password?

If you have forgotten your password, please complete the following steps to reset it:

Go to the My Account area (icon in the top right corner of your screen). Click the “I already have an account” link. Under the “Password” field, click on “Forgotten your password?” ». Then just follow the instructions.

How do I update my personal details?

You can edit any of your personal information in the “My Account” area.

How do I delete my personal details?

In accordance with European Regulation 2016/679, known as the General Data Protection Regulation (GDPR), you have the right to request that your personal data be erased.
To request to exercise this right, please e-mail our Data Protection Officer, (DPO): dpo[@]krampouz.com

Deleting your personal data will also delete your account on our website.

Deleting your account and personal data whilst an order is in progress will not cancel the order and any amounts due will remain outstanding.

Deleting your account and personal data will not affect any repair service for your product whilst it is under warranty or out-of-warranty.

To learn more about our policy regarding personal data, please visit the Privacy Policy webpage.

What sort of personal data is collected?

We collect various types of data, including the following:

  • Data relating to your identity (e.g.: first name, last name, postal address, e-mail address, phone number)
  • Login data, cookies, technical data

To learn more about our policy regarding personal data, please visit the Privacy Policy webpage.

For what purposes is my personal data collected?

Your personal data is collected for the following reasons:

  • to enable your user account to be created.
  • to respond to your searches and queries about the products and services we offer.
  • to offer you the best browsing experience, especially by saving your shopping basket.
  • to manage all the orders you place on our website and, in particular, to dispatch and track the products ordered, and to handle any complaints.
  • to manage your subscription to a mailing list (newsletter).

To learn more about our policy regarding personal data, please visit the Privacy Policy webpage.

Is my personal data entrusted to third parties?

Your contact details are passed on to the carrier in charge of your order so that they can deliver the product.
To learn more about our policy regarding personal data, please visit the Privacy Policy webpage.

How long is my personal data kept?

Your personal data is kept for the time required by the purpose for which it was collected. Customer identification data (name, address, telephone, etc.) is kept for three years from the last interaction. Some data may be retained for a longer period of time as a result of legal obligations, statutory limitation periods in force, or the recommendations of France’s Data Protection Authority (CNIL).

To learn more about our policy regarding personal data, please visit the Privacy Policy webpage.

How is my personal data protected?

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

When paying online, no bank details are stored in our database. Your bank details are processed by our service provider, and all transmissions or transfers of this financial data are always completed using SSL protection.

Why subscribe to the newsletter?

With our newsletter, you get access to our news and recipes, and we keep you informed about our competitions.

How do I unsubscribe from the newsletter?

To unsubscribe, click “Unsubscribe” at the bottom of a newsletter you received.

Why do I need a customer account?

You do not have to create an account to place an order.

With a customer account, you can view your order history and also save time when placing future orders.

I didn't receive a confirmation e-mail after I changed my password.

Please try checking all of your e-mail folders (spam, etc.)

If you haven’t received anything, try to sign in with your new credentials. It is likely that the change was processed despite the lack of a confirmation e-mail.

If that doesn’t work, we recommend starting over again by clicking “Forgotten your password?” and following the instructions to recover your customer account.

If you are still unable to sign in, please get in touch with customer service via the online form or by telephone using the details provided on our contact page.

How do I create a secure password?

A strong password must consist of at least twelve characters and combine the following four categories of character: numbers, uppercase letters, lowercase letters, and special characters (such as!”?@).

To make it difficult to guess and attack your password, we recommend avoiding your surname, first names, e-mail address or character / number strings with weak security (1234Abcd, Abcdef123, Password1. etc.)

Website

I would like to express a comment about the website

We are always listening to our customers, so that we can meet your expectations. If you would like to provide us with feedback on how we can improve the quality of our services, please use the contact form.

I encountered an anomaly whilst browsing the website

If you notice any anomaly whilst browsing our site, please ensure that it is not an issue with your browser by refreshing the page (F5 key). If the problem persists, please get in touch with customer service via the contact form.

We would appreciate if you can be as specific as possible so that we can take action as quickly as possible: tell us the URL of the relevant webpage, which browser version you are using and a description of the bug you encountered.

Appliances

General - I've lost the manual for my appliance – what can I do?

You can download the manuals for our appliances:

  • Directly from the relevant product page, at the bottom of the “Features” section
  • Or from the “User Guides and Manuals” menu found in the website footer.

If you are still unable to locate the manual for your appliance, please get in touch with customer service via the online form or by telephone using the details provided on our contact page.

General - Where can I buy accessories for my appliance?

Krampouz accessories are available to buy from the website. A selection of accessories is also available from our resellers.

Crêpières - Est-il possible de déposer un appareil à l’usine pour effectuer un sablage ou un culottage de la plaque ?

Il est possible d’effectuer le sablage (nettoyage de la plaque) et/ou le culottage de la plaque de votre crêpière à l’usine. Pour plus d’information, prenez contact avec notre service client via le formulaire de contact en ligne ou par téléphone aux coordonnées indiquée dans notre page contact.

Crepe maker - Is it possible to bring an appliance to the factory to be sanded or to season the plate?

Yes, we can sand (clean the plate) and/or season the plate on your crêpe maker at our factory. For more information, please get in touch with customer service via the online form or by telephone using the details provided on our contact page.

Crepe maker - What's the difference between an enamelled cast iron plate and a machined cast iron plate?

Machined cast iron plate: before using a traditional cast iron plate for the first time, it is necessary to season it. This operation consists of the repeated application of a layer of oil at regular intervals, which forms a protective layer on top of the cast iron, so your crêpes will lift off the plate easily and the batter will bubble less when it comes into contact with the plate.

Enamelled cast iron plate: the enamelled cast iron plate does not require seasoning. It is ready for use. To start using it, simply grease the plate lightly with a little oil.
N.B.: Our patented spreading kit should not be used with this plate.

Crepe maker - How to choose your crêpe maker

You’ll find our buying guide in the section entitled “Manuals and guides”. This guide provides the information you need to make the right choice of appliance for your usage.

If your question is not answered in the guide, then please get in touch with customer service via the online form or by telephone using the details provided on our contact page.

Crepe maker - Do the gas crêpe makers work off town gas or cylinder gas?

The crêpe makers are fitted with an injector for a butane or propane cylinder. The injector for town gas is supplied.

Crepe maker - The plate of my pancake is peeling, what should I do?

Machined cast iron plate: whenever it looks as if the plate is peeling, this is a sign that the seasoning is lifting off and needs to be redone.

Enamelled cast iron: whenever it looks as if the plate is peeling, this is a sign of a build up of deposits with usage over time.

Please read the section entitled “Tips for the crêpe maker” for full details of how to clean your appliance.

Crepe maker - When do I need to season the machined cast iron plate?

You should season the plate before using a new appliance for the first time and to maintain your used appliance.

To learn all about seasoning, please read the website section entitled “Tips for the crêpe maker”.

Crepe maker - What is seasoning?

You only need to season machined cast iron plates. Seasoning is useful in two ways: it creates a protective layer on the cast iron, making it resistant to corrosion. The protective layer that forms naturally during seasoning gives the crêpe maker plate its non-stick properties.

To learn all about seasoning, please read the website section entitled “Tips for the crêpe maker”.

Planchas - How thick is the plate on the planchas?

The stainless steel grilling plate is 3 mm thick. Made of ferritic stainless steel (AISI 430: a very hard alloy of iron and carbon with 18% chromium), it is designed to offer excellent conductibility and is sufficiently rigid and robust to prevent warping during heating.

Planchas - How to clean your plancha

You can find cleaning tips for the plancha in the product sheet for your appliance, under the section “Tips for cleaning”.

To learn all about plancha cleaning, please read the website section entitled “Tips for the plancha”.

How do I choose between a cast iron plate and a stainless steel plate?

Planchas with an enamelled cast iron plate take longer to heat up than stainless steel planchas, but they give out heat for longer.

Planchas with a stainless steel plate are easy to clean and meet the most stringent standards of food hygiene. Stainless steel is a material that does not rust, so it will last for many years.

Planchas - How do I stop food from sticking to the stainless steel?

Pre-heated stainless steel is non-stick. Make sure you allow the correct time to pre-heat your appliance before adding the food.

To learn all about how to use your plancha, please read the website section entitled “Tips for the plancha”.

  • French manufacturing
    French manufacturing.
  • Secure payment by credit card
    Secure payment by credit card.
  • Delivery at home or in a relay point
    Delivery at home or in a relay point.
  • Packaging for heavy products
    Packaging for heavy products.
  • 10-year repairable product
    10-year repairable product.