Assistance » Notices » FAQ


My account

If you are unable to log in with your credentials, please check that you have entered your email address and password correctly.

If you are unable to create your account on Kodak GTCIE please check that the problem is not because:

– You already have an account with Kodak GTCIE, so you cannot create a new account. If you have forgotten your password, request a password reset.

– We may not be able to accept your email. Please note that temporary email addresses are not allowed for account creation (Yopmail type).

– The password entered may not comply with the rules for creating an account. Please enter all the required characters.

– There is a technical problem; in this case, contact

If you have forgotten your password and wish to retrieve it, simply click on the “My Account” icon at the top right of your screen and then click on  “Forgot your password?” ».

You will be prompted to enter your login email to receive a link to reset your password.

If you have not yet placed an order, you can change your delivery or billing address from your customer account.

To do this, go to the “My Account” icon at the top right of your screen and into the “Addresses” box. This will allow you to change your delivery and billing address.

If on the other hand you have just placed an order and you wish to change your delivery or billing address, we advise you to contact us quickly: If your order has not yet been prepared, we may be able to intervene.

If you wish to change your email or password for your Kodak GTCIE account, once logged in go to your account from the “My Account” icon at the top right of your screen.

Then, click on the “Information” box; you can then enter another email or password in the corresponding fields.

Don’t forget to save your changes by clicking on the “Save” button.

Please note that you have the right to access, rectify and delete your personal data.

If you wish to delete all of your data please go to your Account and click on the “My Personal Data” tab.

My order

Yes, online payment is totally secure, regardless of your payment method. Payments by bank card are made by means of secure transactions.

The following elements allow you to verify that you are (at the time of payment) on a secure site:

– In the address bar the site address is prefaced with “https”.

– A padlock is added at the bottom of the page in your browser

We also use the 3D-Secure feature in some cases. The principle is simple: at the time of payment, after entering the usual payment information on the pages bearing the Verified by Visa or MasterCard SecureCode logos, you identify yourself as the cardholder by entering a one-time security code received by SMS or from your banking application to authenticate the payment.

We update our stock every morning. If the product is not in stock when you visit the website, it cannot be ordered. However, you can enter your email address to be notified as soon as it is back in stock.

To place an order with Kodak GTCIE, simply add a product to your basket. Once the product is in your basket you will be invited to create your account, log in or order without an account.

Follow the steps on the screen until you receive your order confirmation. If you do not receive an order confirmation, the order could not be completed.

If the product is not in stock and you cannot click on the “Add to basket” button, this is normal. It is not possible to order a product that is not in stock.

If after entering your credit card numbers the site refuses the transaction, it may be that your credit card limit has been reached or that you have a problem with your bank.

We advise you to contact them.

For any bank card payment refused on our site, no movement will be made on your account.

If no order confirmation is sent to your email, it means that no transaction has been validated by the site.

Didn’t receive your invoice by email ? You can also retrieve it from your customer account.

To do this, go to your account from the “My Account” icon on the top right and click on “Order History”. You will see your different orders and the possibility to click on the “PDF” icon. Your invoice will then open as a PDF in a new tab.

Once your order has been confirmed it is unfortunately impossible to cancel an order automatically.

If it has been taken care of by the preparer, we will not be able to cancel it. 

You will therefore have to wait for its delivery if you wish to return your package during the 14-day right of withdrawal period.

After receiving the order confirmation email, it is almost impossible to change your order.

If you wish to add an item to this order, we advise you to place a new order.

If you wish to change the delivery address of your order, please contact us at and we will see if we can intervene or if your order is already in preparation.


We offer :

  • Standard delivery by GLS
  • Delivery to a Mondial Relay point
  • Express delivery

Our prices start at €5.90 for Mondial Relay delivery in France.

Once an order is received, it takes 1 to 2 days of logistical preparation. Then, as soon as it is shipped, the parcel is delivered between 48 hours and 5 working days.

As soon as your order is shipped you will receive an automated email. You can also log in to your account to see the tracking link.

If you were out, you will have received a notice of visit. We therefore advise you to follow the instructions left on the notice. If necessary you can contact us at

If after 5 working days of waiting you have not received an email from us informing you of a delay or you have no news, please contact us at

After-sales service return

If, for any reason, you are not satisfied with your online purchase, please follow the steps below:

  • Contact customer service at
  • We will provide you with a printable return label and instructions on where to send the returns and how much you will be refunded after all return costs.
  • Refunds are processed in the same currency and using the same exchange rate as your original order and will include the duties and taxes originally paid.
  • Refunds take 7 to 14 days from receipt of your package after examination of the returned item(s). Return shipping costs vary depending on your geographical area (for all orders under €90, return shipping costs are at your expense).

You have 14 days to return an item that does not suit you if you exercise your right of withdrawal (excluding the guarantee).

To return an item, please contact us at this email address so that we can send you a return label:

Your return request will then be reviewed by our Customer Service. If it is accepted, you will receive an email with a return label. 

The returned product must not be damaged and must be in its original packaging with all its accessories.

Please note that for all orders under €90, the return shipping costs will be deducted from the refund.

It is very rare to receive a damaged Kodak GTCIE product. However, if this is the case, you should contact our customer service department at and send us photos showing the defect(s).

We will then send you a return label. Upon receipt of the product by our quality department, we will examine it to determine whether or not it is defective. If the product is found to be defective, your device is under a 2-year warranty and we will send you a new product free of charge.

Have you received a product that is not what you ordered ? Or is your order incomplete ? You should contact our customer service by sending your invoice or order number:

Once you have submitted your return request and it has been accepted by our customer service department, we must wait for the receipt of your package.

Once we have received your package, we will analyse its contents. If your refund request is validated, we will automatically proceed with the refund on the payment method used at the time of your order (after deduction of the return costs if the order is less than €90). 

Please note that you have 14 days to return your order. It is within this period that the label sent to you will be active. After this period, it will no longer be possible to return your order within the legal withdrawal period.

When we receive your defective products, they are tested by our quality department to determine whether they can be repaired or not. If they cannot be reconditioned, we process our defective electronic waste in Clikeco® approved processing centres to comply with regulatory requirements. This label is the result of our desire to be deeply committed to a more responsible approach.