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FAQ

In this section, you will find the answers to the questions most frequently asked on The Store website, such as placing orders, finding information about your shipment, or registering an account.

If you need additional assistance, you may contact customer service by email at the following address: dassault-thestore@kickandrush.com

Easy ordering and delivery

Buying on The Store is fast and intuitive.

1. How can I find and select the Dassault Aviation item I am looking for?

From the Home Page, proceed as follows:

  • Click the product category you're interested in (Accessories, Models...). .
  • Select a sub-category by hovering the mouse pointer over the chosen category to refine your choice (Models => Rafale, for example), and you will be able to see the desired items or discover others.
  • If you are looking for a specific product, enter one or more terms related to your search in the search engine field, which is represented by a small magnifying glass at the top right of the page (for example, you can type "Mirage 2000" or "USB key"), and a list of products will be shown corresponding to the word you have searched.
  • Refine your search using the filters shown on the left side of the page (by price, material, type, etc.)

Note on the price filter

click and drag to slide the bar over from the left to go from the lowest price to the highest, or vice versa. Once you've selected an item you can see its complete description (photos, specifications, stock available, etc.). You can also share your pages on certain social networks or by email simply by clicking on the pictograms corresponding to these applications shown at the bottom of the product sheet.

Specific information on "Collectors" items

"Collectors" items are defined as unique or very high quality pieces, based on aircraft or related to key events in the history of Dassault Aviation and the history of aviation in France and around the world.

Some of them are related to memorable events; others are true works of art.

At The Store, each "Collectors" item is presented on a page summarizing its characteristics, its technical specifications, and possibly providing information about the story it's a part of. The product page also includes detailed photographs.

If you wish to purchase an item, simply login or create an account by clicking on the corresponding buttons. Creating an account is very fast and easy.

2. How can I order the products I am interested in at The Store?

 You can finalize your purchase by the following steps.

  1.  You can finalize your purchase by the following steps.
  2. Click "continue payment" and enter your contact and billing information
  3. Then, choose your preferred delivery method: you can choose delivery to a specified address
  4. Enter a coupon code if you have one (Dassault associates only) Click the box to accept the general terms and conditions
  5. Check again to ensure the data entered is correct
  6. Complete your order by clicking "place order now." Shipping costs are shown on the shopping cart summary page
  7. An order confirmation email will be sent to the email address you specified.

You may then continue shopping if you wish.

Note

  • The product inventory is located in metropolitan France; the prices of items purchased are thus subject to French VAT at the rate of 20%.
  • Adding products to your shopping cart does not oblige you to purchase them; you may change, adjust or cancel the products in your cart as you wish until you have made your purchase.
  • Do not use a PO box for your shipping address. Carriers will not deliver to PO boxes.

3. What delivery methods can I choose?

In general, the delivery methods available will depend on the weight and value of items or how soon you need them.

Deliveries in Metropolitan France: depending on how soon you need your items and also depending on the fragility of the products (such as for resin models), your order will be delivered either by standard or express courier or by shipper. The shipper may contact you by phone (so be sure to include your phone number when you fill in your details).

If no one is present to receive the package, a non-delivery notice will be left in your mailbox. You can then pick up your package from one of the shipping provider's nearest warehouses.

Deliveries outside Metropolitan France: your order will be delivered by standard or express courier.

4. Can I order for shipping outside the European Union (EU)?

You may order for shipping outside the EU or to certain islands. We will first have to check all the documents required for export outside Union territory. Additional charges may apply. You will be notified of any additional charges, and we must receive your approval prior to shipment. All deliveries are sent "Delivered Duty Unpaid" (Incoterm DDU). Any local customs and/or import duties that may apply will be borne by the recipient.

Duties and taxes vary according to the country of destination and product type, so it is not possible to provide an indicative price prior to purchase.

Be sure to specify the destination country for your order.

5. Can I place an order from a country other than the destination country?

The Store distributes its products worldwide, and orders can be placed from anywhere in the world, as long as online access is of sufficient speed in certain areas.

Be sure to select the country your order is to be delivered to when finalizing your order.

We suggest that you contact the customs office in the destination country for further information.

6. Is my order valid even if I have not received an order confirmation?

Normally, you will always receive an order confirmation at the email address associated with your account. If you do not receive an order confirmation, it may mean your payment has not been accepted, or the email may have gone into your junk email box. If neither of these is the case, please contact our Customer Service Team via the "Contact Us" page.

7. How can I check the status of my order?

Once your order has been shipped, you will receive an e-mail indicating the items shipped, the shipment number for your package and a carrier tracking link. This link will allow you to track the delivery of your order directly on the carrier's website. 

You can also contact our Customer Service department:

  • By email : dassault-thestore@kickandrush.com
  • By phone au +33 (1) 47 66 31 40 from Monday to Thursday from 9 am to 6 pm, and on Fridays from 9 am to 5 pm, Paris time

8. Can I still edit an item in my order once I've placed it?

No. To protect the data of your order, it cannot be changed once the order confirmation has been sent via the "Contact us" page; however, you may cancel the entire order until it has been shipped. If the order has already been shipped, you may return it or refuse delivery.

9. When will I receive my order?

Except in cases of force majeure, and as long as the merchandise is in stock, the average delivery times, for indicative purposes only, are from 3 to 5 working days for metropolitan France and approximately one week for the European Union, counted from the order payment date. These times may vary depending on the time of year, scarcity of the product requested, or the delivery method chosen (standard is cheaper but slower, and express is more expensive but faster). Busy end-of-year periods may cause delivery delays for reasons beyond our control. If an item is not in stock, we will offer you a similar item or notify you of the new delivery date.

Providers working with The Store do not make deliveries on 25/12, 26/12, 01/01 or on weekends.

10. Can I track my order

When your order is shipped, you will receive an email with a tracking link allowing you to track the status of your order. If you have not received a shipping email, you can contact our after-sales team via the contact page to request a tracking link.

11. Did your delivery not contain your (entire) order?

Please contact our customer service department via the contact page after checking your delivery note. They will then examine the shipping process in collaboration with our logistics department.

Please mention the reference number on your order and any missing item(s).

12. Is there any limit to the quantity of products I can purchase?

In general, there are no limits in terms of quantity or value.

The Store may however reserve the right to limit purchases of certain specific products, particularly limited edition products.

13. The merchandise delivered is incorrect / was damaged during transport

If the delivered goods were damaged during transport, do not correspond to the items mentioned on the delivery note, or do not correspond to your order, please report this as soon as possible and within 48 hours of the delivery at latest via the Contact page. Then return the goods within 14 calendar days of delivery using the return form and the original packaging. Otherwise, the goods will be considered accepted upon delivery.

The customer service department will handle your case as soon as possible. Upon receiving the goods, inspecting the product, and confirming the validity of the damage claim and statement accepted by the carrier, we will make a second delivery of the products ordered.

If your order has been damaged by the carrier, you must provide detailed observations on the carrier's delivery note (box punctured, damaged, wet, etc.), and then send the carrier a letter by registered mail with delivery confirmation, including photos, within a maximum of 48 hours after your receipt of the package.

These procedures must be followed to permit the possible replacement of the product as soon as possible. If no complaint is received in the form described, the order will be deemed compliant and accepted by the customer.

Secure payment

1. How can I pay?

We guarantee secure online payment and the security of your personal data. Transaction data will only be transferred if encrypted with SSL technology. No special software is required to make payments with SSL. You can recognize an SSL connection by the padlock icon on the status bar at the bottom of your browser window. We accept the following payment methods:

  • Visa
  • Mastercard
  • PayPal

If your card issuer blocks your payment, we cannot be held responsible for possible delivery delays, and/or the non-delivery of your order.

We do not retain any data related to payment methods (credit card numbers or security codes) in our management system.

You may also choose PayPal as a payment method.

By clicking "PayPal" on your order confirmation page, a PayPal login window will open, allowing you to access your account and complete your payment.

If you don't have a PayPal account, you can create one from the PayPal login page before completing your order.

2. When will I be charged?

With payments made by credit card, debits are made according to the terms agreed with your bank: immediate or deferred debit. Once payment has been accepted, your order will be prepared immediately.

Easy return process

1. Can I return my items?

As an end customer, you have a right of withdrawal, which means that you may send back your order within 14 days of your receipt of the goods. Returned goods will only be accepted if the following conditions are met:

  • Original condition
  • Original package
  • Unused
  • All accessories delivered still included
  • Return form completed and included in the box

Once we have received your returned order or your indication that you wish to cancel the contract, we will refund the full purchase price to the means of payment originally used for the purchase.

Please note: all returns must be previously accepted by The Store.

2. How can I return my items?

Click here and complete the return form.

3. Who will pay for shipping if I return my merchandise?

For Metropolitan France, return costs will be fully refunded after receipt of the goods, except possibly for food products.

Customers will be refunded within 14 days of receipt of the Products by The Store, pursuant to the right of withdrawal.

Please note: We may refuse to provide a refund until we have received the returned goods, or until you have provided proof of your return of the merchandise, whichever occurs first.

For orders including multiple products to be delivered in several instalments, the withdrawal period will start from the receipt of the last product.

For more information on the right of withdrawal, click here

4. What is the return address?

NORLOG pour Kick And Rush
Retour Dassault
55 Avenue de Menin
Zone de la Rouge Porte
59250 HALLUIN
click here