Placing an order
How can I place an order?
To place an order, first fill up your cart with products. Use the search bar, or the top menu to find products and click the ''add to cart'' button. Once you have added all the products you need, go to your cart in the upper right corner. In the cart, scroll down and click the ''calculate personal pricing'' button. Once your personal price is calculated, you can proceed to checkout and place the order.
How can I pay for my order?
Payments cannot be made via the Thuasne Partner Platform yet, which means that all orders will be invoiced after the order has been placed. You are required to fulfil the invoice in accordance with our Terms and Conditions.
How can I find products?
If you are looking for a specific product or indication, the easiest way is to type it into the search bar. In addition to the names, you can also search on:
- Product description (for example: back brace or compression stockings)
- EAN number
- Article number (printed in catalogs)
- Country specific reimbursement code : HiMi
I cannot place an order, what could be the issue?
The main reason why you might not be able to place an order is if there is a system malfunction. Please try again in a few minutes. Contact customer service, if the issue persists.
Why is the price on the platform higher than agreed with my salesrep or by contract?
While browsing the product catalog or products, you will see the list price of each product. This list price is not the final price, but merely an indication. At checkout, you will be able to calculate the final price before placing the order. This personal price will consider all your individual discounts and match the pricing agreement of your purchase organisation or individual contract. Feel free to reach out to our Customer service. department if you are experiencing issues with pricing.
How can I save an order for later?
Products will remain in your cart for 30 days. If you frequently order some specific products, you can save them in your favourite list. You can even save your entire cart to a favourite list on the bottom of the page. From your favourite list you can easily add products to your cart to reorder them.
Where can I order made to measure products?
For Germany: To order made to measure products, use our M2M platform. For other markets: Currently, it is not possible to order made to measure products from the Thuasne Partner Platform. We will develop this feature in the future, make sure to subscribe to our email newsletter and our social media channels to be informed about new features of the Thuasne Partner Platform :
Order management
How can I see my order history?
Directly below the search bar on the homepage you can see some of your last orders. To see more details, view the order history in the account management menu.
What are my payment terms?
The payment terms are governed by our Terms and Conditions.
How can I return a product?
Some products may be returned under certain conditions, these conditions are defined in our Terms and Conditions. Before returning a product, make sure to contact our Customer service department. Our customer service team will help you to fulfil all steps needed to return the product. In the future, you will be able to process product returns directly within the Thuasne Partner Platform. Make sure to subscribe to our email newsletter and our social media channels to be informed about new features of the Thuasne Partner Platform :
When will my order get shipped?
Although we strive to send any orders as soon as possible, we cannot provide any guarantees regarding the shipping time. Generally, we will ship products that are on stock within 24 hours (during office hours). For a full overview of our shipping terms, please consult the Terms and Conditions
Account information
How can I change my password or email address?
To change your profile information, click on the account icon to the left of the my cart button. In the menu to the right, click on account information, on this page, you can change both your email address as your password.
How can I change my address?
You can add multiple addresses in your address book. This allows you to order products for multiple locations. In total you can add 10 different addresses in your address book. To manage your primary shipping address and your additional addresses, click on the profile menu next to the my cart page and click on address book.
User management
How can I make an account?
The Thuasne Partner Platform allows you to create multiple accounts per company. The first user that will complete the sign-up process will be considered the manager of the account. From this user account you will be able to make additional user accounts for your employees, which will be explained in the next FAQ items.To make the first account, the manager account, you must fill in your customer ID. If we have an email address associated to your account, we will send you an email verification. If we cannot find an email address, we will ask you to confirm the identity of the company with the invoice number.If you are not a customer of Thuasne yet, please fill in this form to get access.If you have issues setting up your account, please reach out to our customer service.
How can I change the permissions for a user account?
If you have a manager account or if you are the company administrator (the first user to register within your company) you can restrict the usage of the platform.Within the Thuasne Partner Platform we define the following roles:
Manager:
- See product catalogs
- See delivery status and order history
- Order history
- Place orders
- Add and remove users
- Assign permissions to users
Purchaser:
- See product catalogs
- See delivery status and order history
- Order history
- Place orders
Viewer:
- See product catalogs
- See delivery status and order history
- Order history
How can I make an account for an employee?
If you have a manager account or if you are the company administrator (the first user to register within your company) you can add accounts for employees in your company. To do this, you navigate to this page this form and click on the add new user button. Fill out all the information in the next screen and click again on the add new user button.The company employee will receive a message on the email address you provided with a link to finish the sign-up procedure.
How does the company structure editor work?
The company structure editor allows you to add your users to different teams. This allows company administrators and managers to recreate your internal company structure or teams to manage the user accounts in your company more easily. This will not change the permissions or access of the users. To change your users’ permissions and access, you will have to assign a different role as discussed in the previous FAQ session.
I forgot my password or email address what should I do?
If you forgot your password, you can request a new one via this link.It is not possible to reset or retrieve your email address. Please contact the administrator of your company to request the email address or contact Customer service..
Other
Where can I download product photos and marketing materials.
You can download product photos and marketing materials by following the links below :
