ORDER

How to place an order on the site?

To place an order on our site, you must first create an account. Then, you just have to put items in your cart by clicking on the "Add to cart" button.

Once in your cart, you can place an order by following the different steps of the ordering process (cart, address, delivery, payment).

By validating your order you validate and accept the General Conditions of Sale of our site.

ORDER

How to track your orders?

In your account space, click on the "Your orders" section. You can then access the list of your orders and their status.

The Colissimo tracking link will be sent by email as soon as the order is shipped.

DELIVERY

What can I do if I am not home on the day the delivery is scheduled?

In case of absence, the letter carrier will leave the package or a notice in your mailbox so that you can pick it up at your post office.

In case of excessive delay, you can contact our customer service who will give you the colissimo number associated with your order.

You will then be able to follow the delivery of your parcel on the website www.colissimo.fr.

DELIVERY

Can my delivery address be different from my billing address?

When you place an order in step 1 "Addresses" you have the possibility to add an address different from your delivery address by unchecking the box "Use the same address for billing.

You can also change your addresses in "My Account", by clicking on "My Addresses" and thus select an address for delivery and add a billing address.

DELIVERY

What are the delivery methods?

The Customer can choose from the following delivery methods:

• FOLLOWING LETTER for small parcels (time*: 2 days / 3.70 €)

• STANDARD DELIVERY BY COLISSIMO (time* : 2 to 3 days / from 6 €)

• DELIVERY IN RELAY POINTS BY MONDIAL RELAY (time* : 3 to 5 days / from 4,50 €)

Details on delivery methods :

• FOLLOWED LETTER for small parcels (time*: 2 days / €3.70)::

The tracked letter is delivered within 48 hours for shipments in France (indicative time) and is delivered directly to your mailbox. Used for small parcels.

• STANDARD DELIVERY BY COLISSIMO (time*: 2 to 3 days / from 6 €)

Deliveries are made within 48-72 hours from Monday to Saturday morning (except public holidays). If you are absent, a notice of passage will be left for you, allowing you to choose a new delivery date on the Internet within 6 working days or to collect your parcel the next day at 3pm in the post office of your choice.

If you do not choose a delivery date, you will be able to collect your parcel from your local post office within 15 days. In case of non withdrawal within the time limit set by the carrier, the products will be returned to Coq en Pâte.

• DELIVERY IN RELAY POINTS BY MONDIAL RELAY (delay* : 3 to 5 days / from 4,50 €)

Mondial Relay will do its utmost to deliver the parcels within an average of 3 working days from the time they are picked up for delivery in a Point Relais®. An email or a sms will be sent to you by Mondial Relay.

After presenting an identity document (identity card, passport, driving licence) to the shopkeeper, he will give you your parcel. You validate the receipt by an electronic signature.

The merchant will hold your parcel for a minimum of 7 calendar days, which can be up to 14 calendar days, depending on the constraints of the business and the services chosen. After this period, the package will be returned to Coq en Pâte. These delays may be subject to unforeseen circumstances (bad weather, technical problems of the Post Office, etc.) that do not depend on Coq en pâte. Coq en pâte cannot be held responsible for any delay.

DELIVERY

What to do if my order is lost by the courier/if I am not delivered ?

In case of delivery problems due to :

- the loss of your package 

- non-delivery of your order despite a tracking number indicating that the order is delivered

The process will be different :

1° If your package is delivered against a signature : please contact our customer service department via the contact form below so that a complaint can be made.

2° If your package is delivered without a signature : it is essential to contact COLISSIMO in order to file a complaint with their service. This is because, Coq en pâte customer service will not be able to intervene to file a complaint on your behalf.

Once COLISSIMO has completed the investigation of your complaint, an e-mail will be sent to you to inform you either :

- that your order will be compensated because it has been recognised that a problem occurred during delivery.

- the investigation proves that your order has been delivered to the address indicated.

Please note that in both cases, you will need to forward this email to our customer service department, so that we can intervene to refund your order or not. Please contact us only when you are in possession of this email response to the survey.

EXCHANGE AND RETURN

I would like to make a return for an exchange.

Not proceeding with direct exchange, we invite you to return your order to us in order to collect your refund and re-order the product with the desired size, colour, etc.

EXCHANGE AND RETURN

I would like to make a cash on delivery return. What should I do?

Return conditions

Products can be returned free of charge within 14 calendar days. Items must be unworn and in perfect condition..

Returns are at the customer's expense.

Your order must be in "delivered" status in order to request a return.

It is imperative that you enclose your invoice in the parcel for your return to be processed.

Returns procedure

1° Go to the "My orders" section of your customer account

2° Select "Make a return" opposite the order concerned

3°Follow the return instructions indicated on the page at this stage

4° Go to the "My returns" tab in your customer area to find out the address to which to return your package.

If your product has a manufacturing defect, we invite you to carry out our return procedure by selecting the reason for return "defective product". We also invite you to contact us via our form to send us a photo of the damaged product, so that we can solve this small problem very quickly..

Refunds

Refunds will be made within 10-15 days of receipt of your package in our offices.

If you have made a return order, you will be refunded using the same payment method you used to make the purchase.

Any product that is damaged, incomplete, or whose original packaging is deteriorated, will not be refunded or exchanged.

If Coq en Pâte has made a mistake in your order, the return costs will be taken in charge. In this case, we invite you to contact us and send us pictures of the received product.

EXCHANGE AND RETURN

How do I get my money back after a return?

If you have made a return order, you will be refunded on the same payment method you used to purchase.

For example if you paid by blue card, you would be refunded directly to your bank account.

If you paid by Paypal, you would be refunded directly to your Paypal account.

For returns of orders that were paid with an e-gift card, you will be compensated in the form of a credit note that can be used on the website.

EXCHANGE AND RETURN

What is the time frame for my return refund?

When you make an order return, the waiting period for your refund to be processed is one week.

Once the refund has been processed, depending on your banking institution, the transaction may take a few days to reach your account. It will therefore take up to 15 days for your refund to appear in your bank account.

If you have made a return order, you will be refunded on the same payment method you used for the purchase.

EXCHANGE AND RETURN

Are the shipping costs refunded if I make a return?

Shipping costs are not refunded. They are only refunded if the return is motivated by :

- Receipt of a non-compliant product that does not correspond to the initial order.

- Receipt of a defective product

PAYMENT

Is my payment secure ?

Thanks to our partners Crédit Mutuel (3D secure) and Paypal all purchases are secure.

PAYMENT

What are the means of payment ?

You can pay for your order by :

- Credit card (VISA, Master Card, Carte Bleue, American Express and Maestro) via Stripe.

- Paypal (by credit card or Paypal account)

FIDELITY

How to get loyalty points?

You automatically earn loyalty points for every 10 € of purchase:

- 10 € of purchase = 1 loyalty point

- 20 loyalty points = €5 discount

You need a minimum balance of 20 points to convert them into a discount code.

FIDELITY

Where to find my loyalty points ?

Just go to your customer account, in the "My loyalty points" tab

You need a minimum balance of 20 points to convert them into a discount code.

FIDELITY

How do I use my loyalty points ?

You need to convert your points to use them.

Click on "convert", then copy the discount code which will appear in "my obtained coupons".

This code is to be pasted into your shopping cart the next time you make a purchase.

E-CARDS

To use your e-gift card, simply copy the code it contains and paste it into your basket, in the "promotional code" box provided for this purpose.

The e-gift card can only be used once, by the person designated by the card provider.

The Coq en Pâte e-gift card is the only gift card accepted as a means of payment on the website. Other gift cards (Kadéo, etc.) and vouchers cannot be used on the website.

E-CARDS

Before putting your gift card in your shopping cart, make sure you fill in the required fields :

• "Recipient's email: you must indicate the email of the person to whom you wish to offer this e-gift card and who will receive it by email. Please do not enter your own e-mail address.
• "From": indicate your first and last name so that the person who will receive the e-gift card knows that it is from you.
• "Message": you can personalise the email your loved one will receive by leaving a short message.
• "Delivery date" : On the chosen date, the lucky recipient will receive your gift card in their mailbox.

It will be valid for one year from the date of purchase and can only be used on the Coq en pâte website.

E-CARDS

When you buy on the site using a gift card, the shipping costs are not offered. The rule remains the same as for an order paid without a gift card. 

Thus : 

Shipping costs are free in France if the order is over 50 euros, otherwise the shipping costs are 6 € (standard Colissimo).

E-CARDS

For returns of orders that have been paid for with an e-gift card, you will be compensated in the form of a credit that can be used on the website.

This credit note will be sent to you by e-mail when the returns are processed.