Frequently asked questions

Customer service

The quickest answer to your questions can be found here.

Yes, you will find help for the use and installation of your product in different places on our website and in our stores.

  • On the page of the product you have purchased, you will find the instructions for use and a link to all post-purchase support for your product. This section can be found under the heading ‘Product Information’.
  • If you click on ‘View order’ in [votre récapitulatif de commande], you will find the instructions for your product.
  • Our in-store experts will help you with technical and practical questions after the purchase. [Voir tous les magasins et les heures d’ouverture]

Sometimes you can solve a problem with your product very easily:
* The page of the product you have purchased contains the instructions for its use and a link to the after-sales service. You will find them in the “General” section.
* If you click on “View Order” in the order overview, you will find the instructions for your product.
Our in-store experts answer technical and practical questions after a product purchase. Discover all the locations and opening hours of our stores.
Your product still doesn’t work (well)? Then you can return it, exchange it or have it repaired by us. All information on returns, exchanges or repairs.

You can find the instructions for your product in the “General” section on the page of the product you have purchased. You can also find the page by clicking on “View order” in the overview of your order. In order to reduce our impact on the environment, only a limited number of products are supplied with paper instructions.

The procedure must be carried out in the store. The total price must be paid in 6, 12, 18, 24 months. To obtain the product of your choice, we need your ID card, a valid your bank card and proof of income (pay slip/unemployment/disability). You don’t pay anything at the store, the payment is made the following month. No deposit nor interest. No subscription required. Do not hesitate if you have any questions.

Most products come with a minimum 2-year warranty on manufacturing defects. Under normal use, your product should not fail during the first 2 years. 

Warranty Type The warranty type indicates how your product will be repaired. The type of warranty can be found on the product page between the specifications of your product. We have 2 types of guarantees:

  • Via City GSM. After reporting the repair, you will receive a shipping label. Send us your product or drop it off at one of our stores.

  • At home. You do not have to send the product back yourself. After reporting the repair, you will be contacted to determine the best solution. For example, repair at your home, collection of the product for repair, shipment of replacement parts or exchange for a new product.

Free repair for manufacturing defects If your product fails due to a manufacturing defect during the warranty period, the repair is free of charge. A manufacturing defect occurs when a product breaks sooner than expected under normal use. For example, when your phone’s screen suddenly shatters while you were doing nothing in particular.

If the defect is caused by your own fault, it is a question of damage due to use. This is not covered by the manufacturer’s warranty. We are available to help you with the repair, but it will be charged. It is difficult to give you an indication of the costs in advance. We will first need to examine your product and provide a quote. In any case, we will wait for your confirmation before starting the repair.

City GSM repairs your products during the validity of the manufacturer’s warranty and after its expiration. The repair is free in the first case and paid in the second.

Within the framework of the legal guarantee, City GSM ensures that a
defective product is repaired as soon as possible or if repair is not possible, replaced.
If it turns out that no repair or replacement can take place, you can opt for a
price reduction or termination of the contract. 

In the case of a termination of the contract, you will have to
return the product to City GSM. The legal warranty period is 2 years for new products. The
The legal warranty period starts from the moment the product is in your possession or has been

A defect must be reported to City GSM in writing within 3 days of its discovery. Beware!
What is not covered by the warranty is, among other things (non-exhaustive list) 

 – defects caused by incorrect or abnormal use or any other non-conforming use
to the instructions provided with the product; 

 – defects caused, after the product has been delivered to you, by external causes such as fire, water
(flooding), lightning, accidents or natural disasters; 

 – ordinary or normal wear and tear; 

 – defects caused by manipulation by third parties not authorized by City GSM

 Ask for the repair of your product at or by calling 02 840 84 48. Send
then the product to the address indicated by our collaborator, mentioning the order number
and the reference of the article.

If you order today, your package will be delivered for free within 2-3 business days. We deliver between 8am and 10pm. You will receive an email regarding the exact time of delivery.

You can cancel your order in “My Orders” on My Account. Cancellation is possible as long as your product has not left the warehouse. Has your product already been sent? You can refuse it on delivery or return it free of charge via the online return form.

All products purchased from City GSM (in-store and online) can be returned within 14
days if the product has not been unpacked, turned on, used or damaged.  

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