The Damart customer service segments its contact channels according to the nature of the request. Understanding this organization avoids unnecessary transfers and speeds up processing, whether the request concerns an order, a refund, or a more complex dispute.
Segmentation of Damart channels: which contact for which request
Damart does not offer a one-stop shop. Each channel corresponds to a specific type of request. The phone remains the entry point for orders, questions about product availability, and promotional offers. The email form accessible from the “contact us” page of the site handles after-sales complaints, returns, and refund requests.
This distinction has a direct consequence: sending an email to modify an order that is being prepared will not yield the same response time as a phone call. We recommend prioritizing the phone for any urgent request related to a package or an order error.
There is also a specific channel for questions regarding the environmental characteristics of a product, separate from the general customer service. And for any request concerning personal data (access, correction, deletion), the DPO must be contacted by postal mail at the headquarters in Roubaix, not the classic customer service.
Before trying to contact Damart customer service by email, it is worth identifying the right entry point to save several days of processing time.
Damart phone: hours of operation and call cost
The phone service operates from Monday to Saturday from 8 AM to 8 PM, excluding public holidays. This wide time slot covers almost all needs, including for those who can only call at the end of the day.
The call is charged at the cost of a local call, with no surcharge. This is an important point not to overlook: some customer services of comparable brands still use premium-rate numbers or special pricing lines. At Damart, the cost remains that of a standard communication included in most packages.
When to call to reduce wait times
Early morning slots (8 AM-9:30 AM) and late afternoon slots (after 5:30 PM) are generally less busy. Saturday mornings see a peak in calls, especially during sales or after the sending of promotional catalogs.
To place an order by phone, the advisor can directly apply a promotional code. It is also possible to order from a paper catalog reference, a practice still common among Damart customers.
Email form and online chat: what really changes
The email contact form is located on the dedicated page of the site damart.fr. It requires selecting a reason from several categories (order, delivery, return, complaint). The choice of the correct reason determines the routing to the right service, and thus the speed of the response.
The online chat, accessible from the product pages, offers instant communication with an advisor. We observe that this channel remains underutilized even though it allows for resolving the majority of simple questions:
- Check the availability of a color or size before placing an order
- Get details on delivery times to Pickup points or at home
- Clarify the conditions of an ongoing promotional offer
The chat does not generate a tracking number like the email form. For any request requiring a written record (complaint, refund request), the email form remains the preferred channel.
Returns, refunds, and escalation in case of disputes
Damart accepts returns under certain conditions detailed in its T&Cs. The refund occurs after receipt and verification of the returned item. The amount is credited back to the original payment method.
In case of an unsatisfactory response from customer service, an escalation procedure exists. The model applied by Damart Belgium, which refers to an external mediator for unresolved disputes, illustrates this recourse logic. The first reflex is to formalize the complaint in writing via the form, while keeping the assigned case number.
Postal mail to headquarters
For situations that cannot be resolved by phone or email, the postal address of the headquarters remains a valid recourse. This channel is also the one to use to send a paper order or for requests addressed to the DPO regarding personal data.
Online reservation in Damart stores: an unknown channel
Online reservation allows you to reserve an item online and pick it up in-store, subject to availability. The service is free and without purchase obligation.
This service avoids back-and-forth with customer service regarding size or color questions. The customer checks the product in hand before deciding, which mechanically reduces the volume of returns and the resulting email exchanges.
- Free reservation from the site damart.fr on items available in-store
- No online payment required, payment is made in-store
For customers who hesitate between several sizes or who want to feel the Thermolactyl fabric before buying, this is the most effective channel. It completely bypasses the online order loop, delivery wait, return, and refund.
Online purchases are made exclusively through the site damart.fr or through phone and mail channels.
