Delivery & shipping
1What are the delivery times in France?
Two options depending on your needs:
- Colissimo standard — 2 to 3 business days, home delivery or pickup point. Free from €35 of purchase.
- Chronopost Express next-day — delivery the next day before 1pm for any order placed before 1pm (business days). Paid option available at checkout.
2Is delivery free?
Yes, under conditions:
- Mainland France: free Colissimo delivery from €35 of purchase.
- Europe: free delivery from €119 of purchase, shipped from our warehouse in Messel (Germany) for fast coverage of Benelux, Germany and Central Europe.
3Do you deliver outside France and Europe?
Yes. Elfcam delivers to more than 220 countries via DHL Express and FedEx International. Shipping fees and times for destinations outside Europe are calculated at checkout based on the country and weight. For French overseas territories (DOM-TOM), delivery takes 5 to 10 business days.
4How do I track my order?
An automatic tracking email is sent as soon as your order ships, with a real-time tracking link via our partner TrackShip (compatible with all our carriers: Chronopost, Colissimo, DHL, FedEx, UPS, GLS). You can also find the tracking in your customer area → My orders.
5Can I pick up my order in store?
Yes. On-site pickup is available at our warehouse in Thiais (94320) — 6-8 Rue du Travy — Monday to Friday from 10am to 6pm, without appointment. Select "In-store pickup" at checkout.
Returns & refunds
1Can I return a product if I change my mind?
Yes. Elfcam grants a 30-day period from delivery to request a return, refund or replacement — beyond the legal 14-day withdrawal period set by French law. The product must be returned in its original packaging, in new and unused condition.
2How do I initiate a return?
All return requests go through your customer area:
- Log in → My orders → click "Return" next to the relevant order.
- Fill in the RMA form that opens automatically.
- Our customer service confirms the return authorization and shipping instructions within 1-2 business days.
3How long does it take to get refunded?
The refund is processed within 5 business days after receipt and inspection of the returned package. It is issued to the original payment method (credit card, PayPal, bank transfer). Credit times then depend on your bank (usually 2 to 5 additional days).
4Who pays the return shipping costs?
- Defective product or our error: Elfcam covers the return shipping costs.
- Change of mind or order error: return shipping costs are paid by the customer.
Warranty & after-sales service
1What is the warranty period on Elfcam products?
All Elfcam products benefit from the 2-year legal warranty of conformity set by European directive 2019/771 and the French Consumer Code (art. L217-4). This warranty covers conformity defects present at delivery or appearing within 2 years of purchase.
2What defects are covered by the warranty?
The warranty covers manufacturing and conformity defects: product not matching the description, failure under normal use, defective components. It does not cover: damage caused by improper installation, drops, crushing, unintended immersion, or use outside specifications.
3My product is defective on delivery — what should I do?
Report the defect within 30 days of delivery via your customer area (RMA form). For a product defective on delivery, Elfcam covers the full cost of return and reshipping of the replacement or repaired product. If parts are in stock, the replacement is shipped within 1 business day after receipt of the return.
4Is repair free during the warranty period?
Yes. A free repair service is available for most products (excluding consumables) during the warranty period. Elfcam tests and verifies items before reshipping. After warranty expiration, repairs may be offered on a case-by-case quote basis.
Order & payment
1What payment methods do you accept?
Elfcam accepts the following payments:
- Credit card (Visa, Mastercard, Amex) — secure 3D Secure payment
- PayPal — including PayPal Pay Later and 4X interest-free (between €30 and €2,000, subject to PayPal acceptance)
- Klarna — payment in installments
- Direct bank transfer — details provided at checkout
- Administrative mandate — for local authorities, public institutions and government bodies (see the procedure)
2Can I get a VAT invoice for my company?
Yes. A VAT invoice (20%) is automatically generated for every order and available in your customer area → My orders → Download invoice. For intra-EU businesses wanting an ex-VAT invoice (VAT reverse charge), enter your intra-community VAT number when creating your customer account.
3Can I cancel or modify an order after payment?
An order can be cancelled or modified as long as it has not been shipped. Contact us immediately via the contact form or by email — orders are prepared quickly (shipping within a few hours on next-day delivery). Once shipped, the order can no longer be intercepted: you will need to initiate a return upon receipt.
4Is 4X payment really interest-free?
Yes. PayPal 4X payment is offered without additional fees for purchases between €30 and €2,000. You pay in 4 equal monthly installments. Conditions: reside in France, hold a PayPal account, subject to acceptance by PayPal (Europe) S.à r.l. 14-day withdrawal period. A credit is a binding commitment — check your repayment capacity.
Compatibility & product selection
1Which fiber patch cord for my Freebox?
The Freebox uses a blue SC/UPC connector on the box side and a green SC/APC on the wall PTO side. You need a SC/APC ↔ SC/UPC patch cord — not SC/APC ↔ SC/APC. A mismatched connector (APC in a UPC socket) causes significant optical loss. See the Elfcam simplex patch cord range (ref. 249 and 345 specifically designed for Freebox).
2What is the difference between SC/APC (green) and SC/UPC (blue)?
The difference is in the ferrule polishing angle: APC = 8°, UPC = 0°. The APC angle reflects the returning light away from the transmission axis (return reflection ≥ −65 dB) — essential on GPON/FTTH networks sensitive to reflections. UPC offers a return reflection ≥ −50 dB, sufficient for Ethernet point-to-point links or the Freebox. The two connectors are physically incompatible at full performance — never mix them.
3Do I need a PoE switch or a standard switch?
A PoE (Power over Ethernet) switch is necessary if you need to power equipment via the network cable: IP cameras, WiFi access points, VoIP phones, intercoms. If your equipment has its own mains power, a standard switch is enough. If in doubt, check your equipment's datasheet: the mention "IEEE 802.3af/at/bt" or "PoE/PoE+/PoE++" means it draws power via Ethernet. See the Elfcam PoE switch range.
4What fiber cable length should I choose?
Measure the distance following the actual cable path (skirting boards, ducts, walls) and add 0.5 m of margin. On an OS2 single-mode patch cord, length does not impact performance — a 10 m patch cord has exactly the same loss as a 1 m one at the scale of home installations. Choose loose-fit to make future disconnections easier. Elfcam patch cords are available from 1 m to 20 m.
5Are Elfcam products CE and RoHS certified?
Yes. Elfcam products comply with European directives CE, RoHS and REACH. Declarations of conformity and certificates are available on the Elfcam Certifications page. For tenders and public procurement requiring specific attestations, contact our sales department.
Didn't find your answer?
Contact Elfcam support
Our technical team answers questions about compatibility, product selection and after-sales service.
- Contact form — reply within 24 business hours
- Email — details on the contact page
- Mon–Fri, 10am–6pm — Thiais warehouse (94320)
Technical guides
Our articles answer in-depth technical questions on optical fiber and networks.
