subtel® FAQ - Frequently Asked Questions

Find answers to common questions and queries about in regards to everything from compatibility issues, online support and exchange and return policies. If you have a problem that’s not covered in this FAQ, please contact us at

Shipping and delivery

Delivery to France usually takes between 2-3 working days with letter and 2-5 working days with Colissimo.
You can contact our customer service by either email or phone:
- email:
- telephone: 0805 11.31.88 (free call)
If you have an order number, please reference when contacting us to help us in finding a speedy solution.
If your parcel has not arrived within the specified time, please contact our customer service team at for help and further options.
If you have received an incorrect product, please contact our customer service department at, explaining the problem. Please include photos of the product received to enable us to resolve your problem as quickly as possible.

Payment options

  • Credit card (VISA, Mastercard and American Express)
  • Bank transfer
  • Chèque
  • Paypal
You can download all invoices and receipts directly from your customer account. We also send a copy of the invoice with all dispatch confirmation emails.

Exchanges and returns

Returns can be made for a period of up to 30 days after the receipt of your delivery. After this period, it is no longer possible to request a return with refund. For more information on our returns policy, click the "Right of withdrawal" link in the navigation bar.
In order to process your return as quickly as possible, please send your order or the product you wish to return, together with a copy of the invoice, to the following address:

subtel GmbH
350 Avenue JRGG de la Lauzière
31 parc du golf,
CS 90519
13593 Aix en Provence Cedex 3
In order to make a return request, it is important to contact us by email ( or telephone (0805 11.31.88) to indicate your request for a return. Returns are only valid within the first 30 days after you receiving the delivery.


You will receive a refund as soon as we have received your items and processed the return. Refunds are made to the same payment method used to place your order. The duration of the refund may vary depending on the reason for your refund request and delivery times.

Customer account advantages

If you used an incorrect email or delivery address when placing your order, please contact our customer service directly at
If you have any problems with your account password, please click on the "Forgotten your password?" button found below the password field. You will then be asked to enter your email address and will receive an email enabling you to reset your password.
If you wish to add a delivery address for future orders, simply log into your customer account, go to your personal settings and click on "Register New Address". Once registered, you can set the new address as your default address.

3-year warranty

subtel® GmbH offers a 3-year warranty on all products. After this period has expired, the warranty is no longer valid. You can find further information on our "Warranty" page.