Foire aux questions
I cannot find my orders in my customer account
Orders placed from a guest account will not be visible if the customer account was created afterwards. This is why we recommend creating a customer account before placing an order. In any case, a confirmation email containing the details and associated invoice is systematically sent, whether you have placed an order from a guest account or a customer account.
Check your spam folder if you cannot find them in your inbox.
Where can I download my invoice?
Your invoice is attached to the confirmation email received after placing your order. It is also available in your customer account -> Order history -> Invoice
Where can I find my instructions?
The instructions are available for direct download from the product page of the relevant product. If this is not the case, you can find them in your customer account after placing your order, in the Technical Data Sheets category.
Where can I download my invoice?
Your invoice is attached to the confirmation e-mail you receive after placing your order. It is also available in your customer account -> Order history -> Invoice.
Where can I find the installation instruction?
Instructions are available for download directly from the product data sheet. If this is not the case, you can find them in your customer account after placing your order, in the Technical instruction category
I would like you to convert my vehicle. Is this possible?
We do not offer a vehicle conversion service. We only convert the new vehicles by Heode that we offer for sale.
Do you need to make an appointment to visit you?
Yes. We do not arrange any customer appointments without prior contact. Appointments are made exclusively for glazing installation and presentation of new vehicles. Please contact us to arrange a time slot together.
How are competition winners announced?
When Heode organises competitions through its social media channels (Facebook and Instagram), the winners are contacted directly by private message via our social media, once the draw has been completed.
Can you install your kit on my vehicle?
We don't offer installation services but don't worry, our kits are designed so that anyone, without prior experience, can put it together.
Do I need to make an appointment to come and see you?
Yes, we don't guarantee any customer appointments without prior contact. Please contact us by email to arrange an appointment.
How to create a quote?
We do not provide quotes for items available directly on our website. You can create your own quote by adding the desired items to your basket. The total amount and shipping costs will be calculated automatically and visible from your Basket.
We provide quotes for glazing installation services and new vehicles by Heode.
How do I know that the item I want to order is in stock?
Our stock is managed in real time. The indication Product in stock means that this product is present in our warehouses. There is no risk of purchasing an unavailable item, as adding an out of stock item to the basket is not possible on our site. Once back in stock, the product can be added to the basket and ordered.
Is it possible to pre-order an item and have it shipped to me when it is available again?
Pre-ordering an item is not possible, however you can be notified by email of its availability as soon as it is back in stock by entering your email address in the Notify me when available field.
Do you provide a cutting template for the window I wish to purchase?
The cutting template is already present on your vehicle. You will simply need to follow the shape of the metal sheet visible inside at the location of your future window.
Are your flat-pack furniture easy to assemble?
Enabling everyone to fit out their own vehicle is our number one mission. The ease of assembly of our furniture is our priority. Our designers think about this from the very first stages of designing our furniture. To make it even simpler, we provide instructions to guide you step by step.
What equipment do I need to install a kit?
To assemble and install a Heode piece of furniture, you will generally need a pencil, a Phillips screwdriver, an Allen key, a mallet and a jigsaw.
I cannot add a pack consisting of several products to the basket
It is not possible to add a pack to the basket when one of the products in it is out of stock. Each product in a pack is available individually, so it is possible to purchase each product separately if you wish.
How to be notified when a product is back in stock?
It's very simple, just register by entering your email in the "notify me as soon as available" field. You will receive an automatic email when stock is available again. Please note, some of our products are in high demand and sell out very quickly, so keep an eye on your emails :)
The product price changes when I enter my delivery address outside France
French VAT is 20%, the price of our products is calculated with this VAT rate. The law on intra-Community (European) VAT obliges us to apply the VAT of the country where the order is received. This price change takes place when the shipping country is chosen. (example: Portugal 23%, Belgium 21% ..)
What products are recommended to maintain my Heode furniture?
You will find all the necessary information in our maintenance guide.
How do I get a quote?
We do not provide quotations for items available directly on our site. You can make your own quotation by adding the desired items to your shopping cart. The total amount and shipping costs will be calculated automatically and displayed in your shopping cart.
How do I know if the item I want to order is in stock?
Our stocks are managed in real time. The indication Product in stock means that this product is present in our warehouses. There's no risk of buying an item that's out of stock, as it's not possible to add an out-of-stock item to the shopping basket on our site. Once back in stock, the product can be added to the basket and ordered.
Can I pre-order an item and have it sent to me when it becomes available again?
It is not possible to pre-order an item. However, you can be notified by email of its availability as soon as it is back in stock, by entering your email address in the Notify me when available field.
Do you supply a cutting template for the window I want to buy?
The cutting template is already present on your vehicle. All you have to do is follow the shape of the sheet metal visible on the inside where your future window will be.
Is your furniture easy to assemble?
Our No. 1 mission is to enable everyone to convert their own vehicle. Our priority is to make our furniture easy to put together. Our designers think about this from the very first stages of designing our furniture. To make it even simpler, we provide step-by-step instructions.
What do I need to install a kit?
To assemble and install one of our furniture, you'll generally need a pencil, a cross-headed screwdriver, an Allen key, a mallet and a jigsaw.
I can't add a multi-product pack to my shopping cart
It is not possible to add a pack to the shopping cart if one of the products in the pack is out of stock. Each product in a pack is available individually, so you can buy each product separately if you wish.
How can I be notified when a product is back in stock?
It's very simple, just register by entering your e-mail address in the "Notify me when available" field. You'll receive an automatic e-mail when a product is back in stock. Please note that some of our products are in high demand and go out very quickly, so be careful with your e-mails :)
The product price changes when I indicate my delivery address outside France
French VAT is 20%, and the prices of our products are calculated using this rate. The law on intra-Community (European) VAT obliges us to apply the VAT of the country in which the order is received. This change of rate takes place when the country of dispatch is chosen (example: Portugal 23% , Belgium 21% ...)
When will I receive my order?
Your items are dispatched within 24 working hours after your order is placed. Some items (bedding, upholstery) are made to order and require a longer lead time, which is indicated on the product page below the Add to basket button. The estimated delivery time is systematically displayed on the relevant product page and on the confirmation page that appears after you have placed your order.
Can I come and buy products directly on site?
We do not have a physical shop for on-site purchases. For all your purchases, you will need to place your order directly on our website. Collection of your order on site is entirely possible.
When can I collect my order in person?
You can collect your order from our warehouse ONLY if you have chosen Collection from depot as your delivery method. You will be notified by email as soon as your order is ready, and you can then collect it on the following days and times:
- Monday: 9am-12pm, 1:30pm-5pm
- Tuesday: 9am-12pm, 1:30pm-5pm
- Wednesday: 9am-12pm, 1:30pm-5pm
- Thursday: 9am-12pm, 1:30pm-5pm
- Friday: 9am-12pm, 1:30pm-5pm
How do I use my promo code when placing my order?
You simply need to add your promo code in the dedicated section when proceeding to payment. You will find more information on our dedicated page.
I am a Swiss resident, do I have to pay French VAT?
As a Swiss resident, you are not liable for French VAT which amounts to 20%. When the chosen shipping country is Switzerland, the price including VAT displayed on our site takes into account a VAT of 0%, i.e. a price excluding VAT. You will have to pay the taxes in force in Switzerland upon receipt of your order. This process is managed directly by the carrier.
Please note that this case is only valid for orders shipped to Switzerland.
Can I pay for my order with ANCV holiday vouchers?
Heode is not eligible for payment by ANCV holiday vouchers.
When will I receive my order?
Your items are shipped within 24/48 hours of placing your order. Some items (bedding, upholstery) are made to order and require a longer lead time, which is indicated on the product page below the Add to basket button. The estimated delivery time is systematically indicated on the product page concerned and on the confirmation page that appears after you have placed your order.
Can I buy products directly on your warehouse?
We don't have a physical store. For all your purchases, you'll need to place an order directly on our website. You can then choose to pick up your order directly at our warehouse. You will receive a confirmation by email that your order is ready to be picked.
When can I pick up my order at your warehouse?
You can collect your order from our warehouse ONLY if you have chosen Pick-up at the warehouse as your delivery method. You will be notified by e-mail as soon as your order is ready, and you can then collect it on the following days and at the following times:
- Monday: 2pm-5pm
- Tuesday: 2pm - 5pm
- Wednesday: 2pm - 5pm
- Thursday: 2pm-5pm
- Friday: 2pm-4pm
How do I use my coupon code when ordering?
All you have to do is add your promo code in the dedicated section at checkout. You'll find more information on our dedicated page.
I am a Swiss resident. Do I have to pay French VAT?
As a Swiss resident, you are not liable for French VAT, which is 20%. If you choose to ship your order to Switzerland, the price displayed on our site includes 0% VAT, i.e. the price excludes VAT. You will have to pay the taxes in force in Switzerland when you receive your order. This procedure is handled directly by the carrier.
Please note that this applies only to orders shipped within Switzerland.
Where is my parcel?
A few minutes after your order has left our warehouses, you will receive an email with a tracking link. You can then track the progress of your parcel's delivery via the interface of the carrier you have chosen. Please note that we are not responsible for delivery times and/or any delays on the part of the carriers.
I have not received all the products from my order.
When we can, we group items together to reduce the number of parcels and the associated carbon footprint. One parcel may contain several products. We invite you to open all your parcels before contacting us. In the case of an order dispatched in several parcels, we hand over all the parcels to the carriers at once. It may happen that not all parcels are delivered on the same day for reasons specific to the carriers. Check the tracking links for your parcels, it is likely that the rest of the order will arrive the next day.
Can I get a refund? How?
Follow the detailed instructions on the Delivery and Returns page.
I ordered a mattress with a cover, I received the mattress but not the covers.
The covers are sent in the same parcel as the mattress. We invite you to open the parcel before contacting us.
How much are the shipping costs?
Shipping costs depend on the weight and volume of the items ordered. They are calculated automatically based on the items in the basket and are visible on the basket summary page.
How do you return a parcel?
Follow the detailed instructions on the Delivery and Returns page.
What to do if my parcel is damaged?
Please report this immediately to the delivery person and write the following reservation on the delivery note: "Parcels opened and contents missing or damaged". Please note, the use of the plural is mandatory to ensure that the carrier takes your reservation into account.
We invite you to check the condition of your parcel in the presence of the carrier. If it is damaged, please refuse it, have it collected by the carrier and contact us.
Please note: No claim can be taken into account by the carrier without a counter-indication on your part.
Do you deliver abroad?
Yes, we currently deliver to France (including French overseas territories), to European Union countries and to Switzerland.
The logo of another company/brand is present on the packaging of my parcel. Why?
Whenever possible, we give a second life to boxes and packaging from our suppliers or from personal parcels of Heode team members to ship small orders.
We think first and foremost about the planet by reducing our impact on the environment as much as possible.
Where do you ship to ?
We currently deliver to France (including French overseas departments and territories), European Union countries and Switzerland.
Where is my order?
A few minutes after your order has left our warehouses, you'll receive an e-mail with a tracking link. You can then follow the progress of your parcel delivery from the interface of the carrier you have chosen.
Please note that we cannot be held responsible for delays caused by carriers.
How much does shipping cost?
Shipping costs depend on where you live, the weight and the volume of the items ordered. They are calculated automatically according to the items in the basket, and are visible on the basket summary page.
Can I get a refund ?
Follow the detailed instructions on the Delivery and Returns page
What should I do if my parcel is damaged?
Please report this immediately to the delivery person and write the following reservation on the delivery note: "Package opened and contents missing or damaged". Please note that the use of the plural is compulsory to ensure that the carrier takes your reservation into account.
We invite you to check the condition of your parcel in the presence of the carrier. If the package is damaged, please refuse it, have the carrier take it back and contact us.
Please note: No claim can be taken into account by the carrier unless you give us a counter-indication.
The logo of another company/brand is present on the packaging of my parcel. Why is this?
Whenever possible, we give a second life to cardboards and packaging from our suppliers, or to Heode team members' personal parcels for shipping small orders.
We're thinking of the planet first and foremost, reducing our impact on the environment as much as possible.
I didn't receive all the products in my order.
Whenever possible, we group items together to reduce the number of parcels and the associated carbon footprint. A parcel may contain several products. We invite you to open all your parcels before contacting us. In the case of an order shipped in several parcels, we give the carriers all the parcels at once. It may happen that not all parcels are delivered on the same day for reasons specific to the carriers. In this case, please check your parcel tracking links, as it is likely that the rest of your order will arrive the following day.
I ordered a mattress with a cover, I received the mattress but not the covers.
The covers are sent in the same parcel as the mattress. Please open the package before contacting us.
What are the terms of the VASP?
You can find all information relating to VASP approval by following this link: Vehicle Approval
Do you carry out VASP approvals?
We do not offer this service to private individuals. We do this only for new vehicles by Heode that we offer for sale.