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FAQ


Placing an order

For all your questions concerning your past orders, we suggest you to contact us through the contact form.

    1. Search and choose the product Casanoov offers through the product categories or directly through the search bar. You will thus come across its product sheet: 
    2. Add the item (s) of your choice by clicking on "Add to cart".
    3. Your cart will appear on the right, you can now order (or continue shopping if you are interested in other products).
    4. Placing an order requires the creation of a user account (if necessary refer to the question "How to create my Account") and this so that we can know the delivery address, invoicing and useful contact details. so that the delivery person can schedule and ensure delivery in good conditions *
    5. All you have to do is tell us which payment method you prefer to use to register the order and we can take care of everything else!
    6. You will receive an automatic email confirming the registration of your order. We will then proceed with the preparation and shipping of the order in the following days. 
    7. You will be able to follow the progress of your order in your customer area, section "My orders".
    8. Once redirected to the “My orders” section, click on “See details” of the order in question: 
    9. You can finally access the tracking of your order by clicking on “Track the package”: 

    NB: It may be that a problem with your means of payment does not allow us to validate your order. We advise you to read the information provided in the FAQ section "Payment> Payment not validated" to understand the reasons for this concern. In this case, you will receive an email notifying you of the refusal to pay for your order.

    All our products have a 2-year commercial warranty. 

    So that your products can adapt as best as possible to the space provided for their installation, all our swing gates, gates and fences have the advantage of being able to be cut across their width.
    However, this customization cut is not available on the height.
    This is mainly due to the profiling of the vertical uprights, which cannot be cut, otherwise the structural integrity of the product will be degraded.

    Information concerning the cross-cutting of our products is available and visible on their respective product sheet.

    1. To do this, look for the model you want, you will then find its product sheet.
    2. Then click on the “Technical drawing” tab:
    3. If the product can be cut, an acronym representing a grinder will be mentioned on the technical drawing of the product.

    To resize your product, all you need to do is make a cut on the blades and horizontal uprights, using suitable equipment (grinder with special aluminum disc, blade protection, etc.).
    You can use our contact form to request the instructions on how to recut a product

    It is important to note that the personalization of your product is under your sole responsibility.

    The change of direction of opening of our products is conditioned for security reasons.
    However, here are the opening possibilities available to you according to each type of product:

    You can find the opening direction of each of our gates and gates directly on its product sheet.

    1. To do this, look for the model you want, you will then find its product sheet:
    2. Then click on the “Technical drawing” tab

    The opening direction of the product as well as other elements specific to the product in question are indicated there.

    We offer two types of motorization on our online sales site: for sliding gate and for swing gate.

    ● Two sliding gate motorization models:

     

    1. RANGER C300 engine

    Maximum gate weight: 300 KG
    Power: 230 V
    Included accessories: 
    - 2 remote controls with 4 buttons
    - Nylon rack (4m - 12 pieces of 33cm)

    1. TANKER C600 engine

    Maximum gate weight: 600 KG
    Power: 230V
    Included accessories: 
    - 2 remote controls with 4 buttons
    - Nylon rack (4m - 12 pieces of 33cm)
    - Set of 2 PHOTOCELL photocells
    - 1 FLASH signal light

    ● Three swing gate motorization models:

    1. RANGER B150 engine

    Maximum weight per leaf: 150 KG
    Maximum length per leaf: 2 meters
    Power: 24 V
    Included accessories: 
    - 2 remote controls with 4 buttons

    1. TANKER B250 engine

    Maximum weight per leaf: 300 KG
    Maximum length per leaf: 2.5 meters
    Power: 24 V
    Included accessories: 
    - 2 remote controls with 4 buttons
    - Set of 2 PHOTOCELL photocells
    - 1 FLASH signal light

    1. TANKER B350 engine

    Maximum weight per leaf: 350 KG
    Maximum length per leaf: 3 meters
    Power: 24 V
    Accessories included: 
    - 2 remote controls with 4 buttons
    - Set of 2 PHOTOCELL photocells
    - 1 FLASH signal light

    You can find all this information in each of the product sheets with technical characteristics, description or in their respective assembly instructions.

     

    • You must first connect to your account located at the top right of the home page: 
    • Then log in using your email address and password.
    • You will arrive on this page, click on the tab "My personal information":
    • Once in the "My personal information" section, you can modify all the fields specified

    Want to make changes not available this way? 

    To the answer below " Did you find the answer to your question ", answer no. A contact form will allow you to ask us for modifications specific to your needs. 

    Currently, we deliver to ten different countries located all over Europe: France, Germany, Spain, Italy, Belgium, Holland, Poland.
    For the islands: 
    Unfortunately, we do not deliver to the islands yet. We are working to improve this situation quickly and will keep you informed as soon as Casanoov has the opportunity to deliver these areas.
    For more information, we invite you to redirect you to our T & Cs .

    To know : 

    It is important to create your account in the country to which you wish to be delivered. 
    For example, if you live in France and want to be delivered to France, it is essential to create an account on the casanoov.fr site. 
    Otherwise, delivery to France will not be possible / Otherwise, you will not be able to have it delivered to this country.

    For orders where all products are advertised as "In stock", we do our best to prepare your order in less than 24 hours.

    Delivery times are communicated to you on each of our product sheets.

    1. To do this, look for the model you want, you will then find its product sheet:
    2. The delivery time will be notified directly on the product sheet, next to the add to cart button

    For orders with products "in reservation", preparation and delivery take place at the time of the effective return to stock. 

    We offer you in full consciousness a longer delivery time to allow you to receive your entire order in a grouped manner.

    You are advised to place two different orders if you wish to receive the products in stock more quickly and place a second order with the products for which we are awaiting stock.
    Our delivery costs are free, so this will have no impact on your final cost.

    In all cases, the flow of your orders is only done when your order is prepared and shipped, and not before!

    • The billing address constitutes the identity and contact details of the person ordering
    • The delivery address constitutes the identity and contact details of the person intended to receive the order.

    The delivery address may therefore be different from the billing address. 
    Indeed, if you wish to be delivered to an address other than the billing address (place of work, parcel relay, secondary residence, etc.), you have the choice of offering a different delivery address.

    ● The information requested for delivery will facilitate receipt of your order.
    Usefulness of the information to be provided: 
    - Full address
    - Surname and first name
    - Mobile phone number (only for the delivery address in order to notify you of the progress of your delivery, communication with the delivery person, etc.)

    ● The information requested for invoicing will allow you to edit an invoice in accordance with your needs. 
    Usefulness of the information to be provided: 
    - Full address
    - Surname and first name

    You have the option of creating multiple billing and delivery addresses as needed.

    Connection problems can be due to several factors:

    ● Login site error: 

    You may be trying to login to the wrong Casanoov site. 

    For example, if you have created an account on casanoov.fr, you will only be able to connect to casanoov.fr.

    It will therefore be impossible for you to place an order on our other sites: casanoov.de / casanoov.es / etc ... 
    So be sure to connect to the correct Casanoov site on which you have previously registered.

    Note: it is important to create your account in the country to which you want to be delivered. 
    For example, if you live in France and want to be delivered to France, it is important to create an account on the casanoov.fr site. Otherwise, you will not be able to have it delivered to this country.

    ● Password error: 

    Perhaps you are unable to log in due to an error in the password.

    In this case, if you no longer remember your password or if you have lost it, we invite you to go to the section "I need information on the functioning of my account" where you will find the procedure for changing your password.

    Casanoov is personally committed to protecting all of your personal data. These are only used for the purpose of delivering your products to you safely.
    In accordance with the Data Protection Act of 6 January 1978, you have the right to access, rectify or oppose data concerning you at any time.
    This action can be exercised:
    ● Either directly on the website in the "My account" area and then in "My personal information"
    ● Either by writing to our Customer Service, we will then do what is necessary according to your requests

    All our products are delivered in kit form and to be assembled by you.
    We have designed and imagined our products so that they are easy to assemble, and your customer experience is pleasant.
    We have provided you with clear assembly instructions that you can download.
    All the accessories necessary for the installation of your portal are provided to you, and everything that is included in our portals is specified in the technical characteristics of the product as well as in the description.

    You can find all this information on each of our product sheets through these different tabs:

    1. In the “Technical characteristics” tab
    2. In the “Technical drawing” tab
    3. In the “Assembly instructions” tab

    If, upon receipt and assembly of your products, you have any questions about the installation, you can always contact us through the Casanoov contact form.

    Currently, we only offer our products with delivery service.
     
    We do not currently have an assembly solution to offer you.

    However, our gates are easy to assemble, and can be installed quite quickly.

    To help you throughout the process of assembling our products, here is the information available to you on each of our product sheets:

    Good to know : 
    Our customers sometimes approach craftsmen or contractors specializing in the assembly and installation of products similar to ours. 
    It is therefore possible for you to check if craftsmen can accompany you in your region in the realization and the finalization of your project.

    You can find all this information on each of our product sheets through these different tabs:

    1. In the “Technical characteristics” tab:
    2. In the “Technical drawing” tab: 
    3. In the “Assembly instructions” tab:

    Our products are sold exclusively on the Internet. 
    Unfortunately, we do not have a Showroom allowing you to check the visual rendering of our products, nor a store to buy on site.

    We make every effort to put all the technical information on our site that you need to make your choice, whether in the FAQ or on our product sheets.
    For example, if you need additional information on:

    In order to give you an idea of ​​the final rendering and the quality of our products in a real situation, we offer our customers to show their realization. Can, if you wish, consult these achievements directly on our website.

    1. To do this, look for the model you want, you will then find its product sheet:
    2. Then click on the “Customer Photos” tab 
    3. You will then come across all the photos published by our customers showing us their facilities.
    4. A product, please refer to the "I need information on a product" tab. 
    5. Delivery, please refer to "I need delivery information"
    6. Payment, please refer to the "I need payment information" tab

    Would you like more information about Casanoov?
    We suggest you read the information at the following links: 
    Legal information
    Our commitments
    Who we are

     

    Would you like to contact us by phone?

    We have made the conscious choice not to offer you a surcharged telephone number on which you would not necessarily have all the answers to your questions.

    We endeavour to :

    • To put on line all the information you need (instructions and clear exploded view, technical characteristics, dimensions...). 
    • Answer all your written requests within 24 hours: written answers are usually more documented and precise than a telephone conversation. 
    • To call back our customers if this helps us to better meet their needs. To do this, please send us a request via the form by answering no to the question below: "Did you find the answer to your question"?

     

    Would you like to know if there are any Casanoov shops?

    Our products are sold exclusively on the Internet. 
    Unfortunately, we do not have a showroom where you can check the visual appearance of our products, nor do we have a shop where you can buy them on the spot.

    We make every effort to put all the technical information on our site that you need to make your choice, whether in the FAQ or on our product sheets.
    For example, if you need further information on :

    • A product, please refer to the "I need information on a product" tab.
    • Delivery, please refer to "I need delivery information".
    • In order to give you an idea of the final appearance and quality of our products in real-life situations, we offer our customers the opportunity to show their realisation. If you wish, you can consult these realisations directly on our website.

    In order to give you an idea of the final appearance and quality of our products in real-life situations, we offer our customers the opportunity to show their realisation. If you wish, you can consult these realisations directly on our website.

    1. To do so, look for the model you want, you will then find its product sheet:
    2. Then click on the tab "Customer photos". 
    3. You will then come across all the photos published by our clients presenting their installations.

    We have made the conscious choice not to offer you a premium rate phone number on which you would not necessarily have all the answers to your questions.

    We strive to:

    1. To put all the information you need online (instructions and clear exploded view, technical characteristics, dimensions, etc.) 
    2. To respond within 24 working hours to all your written requests: written responses are usually more documented and precise than a telephone exchange 
    3. To call back our customers if this better meets their needs. For this, please send us a request via the form by answering no to the question below: " Did you find the answer to your question "

    You can create your account by clicking directly at the top right on the pictogram representing a character.

    You will then arrive on a login and / or registration page, all you have to do is click on "Registration".

    Now all you have to do is complete the account creation form with your personal information (Civility, Last Name & First Name), as well as your e-mail address. Then choose your confidential password.
    All you have to do is validate your account by clicking on "I create my account"

    1. You must first access the login page located at the top of the page with the character pictogram 
    2. You arrive on the following page, click on "Forgotten password":
    3. Then simply enter your email address, an email will be sent to you shortly afterwards to allow you to change your password (the email may go into SPAM, check your SPAM folder)
    4. You can now log into your account with your new login information

    An unavailable product cannot therefore be ordered.
    However, if an unavailable product catches your attention, you can be alerted to its future return to stock, here is the procedure to achieve it:

    1. To do this, look for the model you want, you will then find its product sheet:
    2. Then click on the "Alert me" button at the bottom right of the product sheet:
    3. You will be redirected to a login page:

    To confirm the alert, you must be connected to your Casanoov account: 
    ● If you already have an account: enter your email address and your password used for your Casanoov account and click on "I connect"

    ● If you are new to Casanoov: Click on “Register” then create your Casanoov account.

    1. Once connected or registered, this page will open, which will confirm the creation of your alert on the product that interests you:

    You just have to wait, we will take care of the rest and will notify you as soon as it is back in stock!

    NB: In the event that the product will not be offered for sale again, we will inform you as soon as we become aware of it.
     

     

    All our products are manufactured on an industrial scale and are delivered to you as a KIT to be assembled and installed by yourself. 
    As a result, Casanoov does not currently offer tailor-made products in the strictest sense of the term.

    However, our products have been designed so that each meets your specific needs.

    Indeed, so that your products can adapt as best as possible to the space provided for their installation, all our gates, gates and fences have the advantage of being able to be cut only in their width.

    However, this customization cut is not available on the height.
    This is mainly due to the profiling of the vertical uprights, which cannot be cut, otherwise the structural integrity of the product will be degraded.
    The heights currently offered by Casanoov are: 140cm, 160cm and 180cm.


    To resize your product, all you need to do is make a cut on the blades and horizontal uprights, using suitable equipment (grinder with special aluminum disc, blade protection, etc.).

    Currently, Casanoov only offers anthracite gray (RAL 7016). The sanded matt white color is coming very soon on some of our models.

    In the future, Casanoov will offer you various colors.

    More specifically, it is not possible for us to offer you a specific color at the present time. 

    Only the products and colors presented on the site are accessible for purchase.

    You can find the exact measurements of each of our products directly on its product sheet.

    1. To do this, look for the model you want, you will then find its product sheet:
    2. Then click on the “Technical drawing” tab:
    3. The exact measurements of the product as well as other elements specific to the product in question are indicated there.
    4. You can also Click on "Technical characteristics"
    5. You will find in first position the exact measurements of the product in question:

    Casanoov makes it a point of honor to offer for purchase, with payment on shipment, only products that are in stock.
    The priority reservation system allows you to reserve the products that interest you on the next arrival. You have a transparent view of the estimated delivery times for these products. By paying for your pre-order, you ensure that the stock of your products is blocked for the next delivery.
    In concrete terms, all you have to do is select the products you are interested in and add them to your cart.
    Pre-ordering has never been so easy with Casanoov

    More information in our T & Cs> Reservable products

     

    1. To pre-order from Casanoov, first search for the model you want, you will then find its product sheet:
    2. Then click on the “Pre-order” button available and visible on each of our product sheets: 
    3. You will be redirected to a login page:
    4. To confirm your pre-order request, you must be logged in to your Casanoov account:
    • If you already have an account: enter your e-mail address and your password used for your Casanoov account and click on "I connect"
    • If you are new to Casanoov: Click on “Register” then create your Casanoov account.
    1. Once connected or registered, finalize your pre-order and make sure you have priority on the next arrivals
    2. An email confirming your pre-order will automatically be sent to you. You just have to wait for the return in stock and the arrival of your product at your home! (We'll send you emails to let you know!)

    You can find the weight of each of our products and in particular each of the packages that correspond to your product directly on its product sheet.

    1. To do this, look for the model you want, you will then find its product sheet.
    2. Then click on the “Technical drawing” tab.
    3. The weight as well as other elements specific to the product in question are indicated there.
    4. You can also Click on "Technical characteristics"
    5. You will then find the exact weight of each of the packages constituting the product at the bottom of the section

    6.  

    Using PayPal is free.
    All you need to do is create a PayPal account or use an existing account. 
    You will then be redirected to a dialog box managed by Paypal to finalize your payment. 

    Once your payment has been made, a receipt will be sent to you by email to follow up on this transaction.

    With Paypal, no need to communicate your bank details when paying for your order on our site: your financial information is not communicated to the seller.

    Paypal encrypts and secures your data and acts as an intermediary to carry out your transactions in a completely secure manner.

    Paypal offers, at its discretion, a payment system in 4 installments. We advise you to contact Paypal to determine your eligibility for this option.

    You can contact us via the contact form, section "Question about a product". We will do our utmost to provide you with all the help you need and to answer your questions about our articles.

    A Question/Answer system will be set up very quickly on each of our products so that your questions can also help the Casanoov community in their choice!

    Casanoov imagines and creates its products with the sole aim of meeting your needs.

    1. Coming soon  :

    This status on our products means that their return to stock is defined by an approximate date. This information is visible on our product sheets below the short description.

    In this case, you can use the “Alert me” function to be notified of its return in stock if the product interests you. To follow this process, we invite you to consult our FAQ in the section “Alert, how to do?”

    1. Victim of its own success :

    In all cases, these are products whose stock is exhausted, items without stock are then announced as "Unavailable".

    1. This product will be renewed, but it is no longer in stock and we do not yet have a return in stock date to indicate to you.

    As in the previous case concerning “Coming soon” items, you can create an alert that will notify you of its new availability.

    1. It is sometimes probable that certain products no longer correspond to the expectations of the Casanoov community.

    In these cases we can stop the production of certain items in order to offer new ranges, closer to your expectations.

    You can always contact us to find out if this product will be renewed at some point and if this is not planned we can offer you various alternatives on similar products.

    We know that the products are about to arrive in our warehouses, but we prefer to warn you of this state.
    In concrete terms, we suggest that you secure your products as a priority, proceed with your payment details and place an order as usual. The payment will then be immediate and your reservation definitively blocks the stock to come. You are sure to get your product
    More information in our GTC > Reservable products

    We have noticed, as Internet buyers (yes, we also buy on the Internet!) that orders are too often debited directly.

    You don't really know what stage the order is at, but you know that you have already paid.

    At Casanoov, we want to break with this habit and we only capture the payment when our order is prepared and ready to be shipped (except for reservations and priority pre-orders). The payment is debited immediately, see GTC).

    In concrete terms, you will receive your parcel tracking number (the famous tracking system) at the same time as your bank account is debited with the amount corresponding to your order! Simple, clear and unusually logical!

    In the case of reservations/pre-orders, the tracking of the packages is done at the time of the shipment of the order (you will be informed by email of their shipment, with the tracking number corresponding to your order).

    With the same observation as for the payment on dispatch, Casanoov wants to offer services that reassure.

    At Casanoov's, we understand that sometimes we prefer to pay "on sight". This payment option is far from being democratised, but we find that it makes sense and above all, it has the advantage of offering guarantees that an order will go smoothly!

    In concrete terms, payment on receipt is an option (subject to a fee) that ensures payment only upon receipt of the packages that make up your order. Payment will therefore be made on receipt of your first package announced as accepted by our partner Carrier.

    More information in our General Terms and Conditions > Payment options

    This possibility is currently being implemented at Casanoov. This solution will be proposed to you directly when you finalise your order as your choice of payment method.

    More information in our General Terms and Conditions > Payment methods

    Casanoov has surrounded itself with recognized partners in the world of payment methods. 
    These different payment methods are, of course, all secure.

    This allows us to offer you a wide range of payment methods!

    Payment methods according to each country


    France :

    Purchase possible on casanoov.fr with the following means: CB, Visa, Mastercard, Paypal

    Belgium : 

    Purchase possible on casanoov.be  with the following means: Visa, Mastercard, Paypal, Bancontact

    Germany  : 

    Purchase possible on casanoov.de  with the following means: Visa, Mastercard, Paypal, Sofort, Giropay

    Spain : 

    Purchase possible on casanoov.es  with the following means: Visa, Mastercard, Paypal, Sofort

    Italy : 

    Purchase possible on casanoov.it  with the following means: Visa, Mastercard, Paypal

    Holland  : 

    Purchase possible on casanoov.nl  with the following means: Visa, Mastercard, Paypal, IDEAL

    Poland : 

    Purchase possible on casanoov.pl  with the following means: Visa, Mastercard, Paypal, P24

     

    You will find them all at the time of payment and can choose the one that suits you best!

    More information in our T & Cs> Means of payment.

Delivery

For all your concerns regarding your delivery of an order placed, we suggest you contact us through the contact form.

    The delivery system is managed by our partner carrier. It is based on a schedule of appointments for which you are the decision-maker.

    You can therefore schedule your delivery according to your availability.

    How does it work? It's very simple:

    • We inform you of the progress of your order in your Casanoov account, section "My orders".
    • Our partner will send you an SMS to the mobile phone number you have given us.
    • This message offers you dates for a delivery schedule
    • You will be asked for a programming date for each package that makes up your order (you can then program them on the same date to simplify the reception of your order).

    For orders where all products are announced as being "in stock", we endeavour to prepare your order in less than 24 hours.

    The delivery times are communicated to you by product on the Casanoov website. In these cases, they do not exceed 5 working days.

    For orders with "reserved" products, the preparation and delivery will take place over the longest possible delivery time so that you can receive your entire order as a group.

    It is advisable to make two different orders if you wish to receive the products in stock more quickly and make a second order with the products we have in stock.

    In any case, your orders are only processed when your order is prepared, and not before!

    Deliveries, via our partner carrier, are made exclusively with an appointment schedule that you choose.

    This allows you to calmly determine the day of delivery and to be available when you receive your order.

    At the moment we do not deliver to the islands. We are working to improve this situation quickly and will keep you informed when Casanoov has the possibility to deliver these areas.

    In order for you to determine the progress of your delivery, we provide you in your Casanoov account, section My Orders, with all the details and information we have to track the progress of the delivery.

    Just choose the order and you will find the delivery status. And, if necessary, all the tracking links for your parcels.

    We invite you to contact the Customer Service of our carrier and provide you with your parcel number. You will be able to evaluate with them the reasons for this lack of delivery scheduling (link to DPD, customer service).

    We invite you to contact the Customer Service of our carrier and provide you with your parcel number. You will be able to evaluate with them the reasons for the absence of delivery and/or delivery notes (link to DPD, customer service).

    Updating information on tracking links is sometimes accessible with a certain latency. We advise you to return to the link the next day.

    If this does not resolve the situation, you can contact us via our after-sales contact form, via the section "I have another question about my order".

    In the case of a refusal for a damaged parcel, we will receive the product return information from our partner carrier. Contact us via our contact form in the "I have a problem with my order" section and follow the after-sales service file creation process. This will enable us to monitor the situation and keep you informed of the consequences of the reshipment of parcels that have suffered damage.

    We advise you to contact us via our contact form. At the same time, it is essential that you contact our partner carrier in order to update your address and/or give additional information on your delivery address.

    The delivery dates are chosen between you and our partner carrier. We advise you to contact him quickly in order to evaluate your possibilities of modifying the delivery dates. To do this, you can follow the tracking link(s) of your package and check your ability to reschedule the delivery.

    The delivery dates are chosen between you and our partner carrier. We advise you to contact him quickly in order to evaluate your possibilities of modifying the delivery dates. To do this, you can follow the tracking link(s) of your package and check your ability to reschedule the delivery.

    We now offer to make our deliveries through our partner DPD. We have agreed with our partner to provide you with the best way of delivery. Indeed, with the help of DPD's expertise, deliveries are carried out exclusively by making an appointment of your choice. This is why the choice of your mobile phone number is important, so that you can receive and respond to notifications of delivery choices.

Cancellation - Withdrawal

For all your requests for cancellation or retraction of an order placed, we suggest you contact us using the contact form.

    In case of an order with reserved products, you have the possibility to request cancellation via the contact form. As soon as the cancellation is effective, we will send you an email confirming the cancellation. In the event of an order for products in stock, the cancellation of the order is no longer possible during the preparation and dispatch of the order. We advise you to contact Customer Service using the contact form in order to determine the best solution that will lead you to cancel the order after dispatch.

    Casanoov provides you with a withdrawal form in our general terms and conditions of sale. As a reminder, you have up to 14 days from receipt of the order to make the withdrawal request. You can find all information about the withdrawal procedure in our General Terms and Conditions of Sale.

    In case of an order with products in reservation, you can contact us via the contact form to estimate if a modification of the delivery address is possible. In the case of orders for products in stock, the change of delivery address is no longer possible once the preparation and dispatch of the order has been initiated. You can nevertheless contact us via the contact form in order to find a solution to your situation.

Order Problem

For all your concerns regarding your order, we suggest you contact us through the contact form. All questions below are handled via this contact form.

    A pending payment can be due to several reasons but the most common one is when you place a pre-order on the site.


    Indeed, as explained in the question "Pre-order, what does it mean? "We debit the amount of your pre-order at the time of booking.


    This is a sort of reservation of the product before it is even back in stock, it allows you to be sure that as soon as it is available again, you will have your product.

    Another possible case: 
    - You have not finalised the payment with the payment method used.
    It is possible, for example, that you have not entered the 3DS security code.
    This case will quickly become a refused payment. You will be informed by email. (see refused payment) 

    1. To find your invoice, you must first log into your Casanoov account with your Casanoov credentials. To do this, you must first access the login page located at the top of the page with the character pictogram
    2. Then enter your Casanoov credentials (login and password).
    3. Once connected to your account, click at the top right on the person pictogram (your account) you will then arrive on your account page.
    4. Then click on "My orders", all your orders made at Casanoov will appear, click on "View details" of the order for which you want the invoice 
    5. Once in the “My orders” section, click on “See details” of the order for which you want the invoice
    6. You will arrive on this page, you just have to download your invoice

    After having sent us the information about the order and the packages concerned, we will be able to send you the steps to follow to send us back the packages concerned and allow us to send you the product not received.

    Two phases can confirm this refusal of payment: 

    1. Directly after finalizing your order, you will be redirected to a page notifying you of this refusal: 
    2. In your email box, a message will be sent to you automatically to confirm that the transaction is in error.

    This case can happen in case of pre-order. Indeed, in accordance with our commitments, we do not take money until the order is prepared. For this reason, when preparing, we ask your bank to perform the direct debit authorization. 
    In some cases, your bank may refuse this authorization (insufficient funds, bank limit exceeded, bank refusal, etc.)

    Obviously, we cannot then fulfill the order without resolving the situation on your part.

    In these cases, we advise you to : 

    1. Identify the reasons for this refusal 
    2. Find the appropriate solution to resolve the reasons for this refusal
    3. Relaunch a new order taking into account these reasons (3DS problem, bank limit, insufficient funds ...)

    The refusal of a payment can be due to several reasons.
    We are going to discuss the most common cases and the ways to solve them.

     

    For credit cards and payment via Paypal : 

    3DS system : 
    Casanoov secures all of its transactions via the 3DS system. 
    This security system may differ depending on your banking establishment: verification code to be entered, banking application sending you a confirmation request for a given payment, etc.


    How to cure it ?
    You will have to relaunch an order and follow the 3DS process provided by your bank to which we will redirect you.

     

    Internet payment ceiling  :
    It is possible that your bank limit your purchase ceiling on the Internet (over time and / or a maximum of a transaction). 
    Some possible cases: 
    You have made several consecutive purchases in a short period. The cumulative amount exceeds your purchase limit
    The order you want to finalize exceeds your limit


    How to cure it ?
    We advise you to contact your bank to confirm the reasons for the refusal of payment. 
    If necessary, you can ask your bank to increase your limit or wait a few days to order again.
    These limit changes may not be immediate.
    You also have the option of using another payment method.

     

    Refusal to honor your bank's transaction :
    We have little evidence to explain this case. 

    How to cure it ?
    We advise you to contact your bank to confirm the reasons for the refusal of payment. 
    You can let us know, for all purposes, so that we can improve our services in the future.

     

    Insufficient funds : 
    When the order is finalized, we make a request to your bank to confirm that we can withdraw the amount of your order.
    One of the cases that may arise is that of an insufficient fund when placing the order. In these cases, your bank refuses the authorization.

    How to cure it ?
    Check the funds in the account used for the transaction. 
    Contact your bank if necessary.
    Relaunch the order as soon as your bank validates that your balance does not block the banking authorization again.

    The legal withdrawal period is 14 days from receipt of your order. During this period, you have the possibility to send us your request for cancellation via our after-sales contact form, section "I wish to cancel". You will have to choose the product(s) for which you wish to withdraw. You will have a withdrawal form to fill in and send us. This is available via this download link. The withdrawal is subject to conditions which you can find in our GTC > Withdrawal rights. We strongly recommend that you read them again!

    The exchange of products is currently not possible. If you are still within the legal withdrawal period, you can request this from us. You can always contact us via the after-sales contact form.

    Please get in touch quickly via the after-sales contact form. Follow the steps by selecting the section "I have a problem with my order" and describe the problem encountered. We will assist you in solving your problem.

    Are you missing a package? You can first check whether you have received all the packages included in your order by logging into your account in my order details. You will thus be able to check whether all the parcels have been delivered to you or not. If one of the parcels has not reached you, with an abnormally long delivery time, please contact us using the after-sales contact form. Are parts missing from your package? Contact us via the after-sales contact form, indicating the missing parts and their coding (make a complete inventory of the parts in your parcels and compare them with the parts announced in the assembly instructions). Depending on the missing elements, we will find a solution together so that you can assemble your items with peace of mind!

    Please contact us via the contact form, section "my product doesn't work", "my product doesn't work anymore" or "I can't get my product to work" depending on the situation. We will establish the actions to be carried out in order to find a solution to the problem encountered.

    Please contact us via the contact form, section "my product no longer works" depending on the situation. We will establish the actions to be taken in order to find a solution to the problem encountered.

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Welcome to Casanoov !
Discover a wide choice of quality products dedicated to the environment of the house which are proposed to you at fair prices.
You will find with us the best value for money to choose your gate, the motorization of your entrance or your aluminium fences. Openwork gates, solid gates, semi-openwork gates, swing gates or sliding gates, in widths ranging from 3 metres to 4 metres: we have designed various models for you, combining security and aesthetics. In order to facilitate your choice, you have all the technical information as well as visuals in situation. Browse through our offer and choose the dimensions and patterns that suit you! We also offer you all the necessary accessories.
At Casanoov, everything is made to satisfy you. In addition to economical quality products, we have thought of your comfort during the assembly of your products: quick and easy with complete assembly instructions.
Payments are secure and delivery by appointment is offered. Enjoy and good shopping!

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