FAQ
MY ACCOUNT
WHAT TO DO IF I HAVE FORGOTTEN MY LOGIN NAME AND/OR PASSWORD?
Your login name is your email address.
To retrieve your password, enter your email address and click "Forgot Password" in "My Account," located at the top of the page. You will receive a new password via e-mail then you can modify in "My Personal Information" section.
CAN I CHANGE OR DELETE MY ACCOUNT FROM LES PRODUCTEURS DE CARACTERE ?
Of course, you can change or delete your account from LES PRODUCTEURS DE CARACTERE any time, simply go to “ My Account.”
MY ORDER
HOW TO ORDER?
Wander around, and let yourself be guided by our headings on the home page. Are you looking for a specific product? Just enter the product name or keyword in the search engine at the top right of the home page, and click "Enter".
Continue your gourmet journey by selecting products you like. To add them to your cart, click directly on the product, and then click "MMMMH I buy." Is the product available? Then, choose the desired quantity.
You can finalize your order by clicking "Next" and let yourself be guided by the instructions, or continue with your order by selecting other products to add to your basket at the top right of your screen.
VOUCHER
HOW CAN I USE MY VOUCHER?
To benefit from your discount, simply enter the code of your voucher when validating your order.
Vouchers are not retroactive and cannot be applied once the order is placed.
Vouchers are only applicable on the value of products, which must be at least the value of the voucher and cannot be used to pay shipping costs.
Some vouchers are valid from a certain amount of purchase.
Vouchers are valid within the limits of available stocks.
Vouchers are valid until their expiration date.
CAN I COMBINE MULTIPLE VOUCHERS IN A SINGLE PURCHASE?
No, vouchers are not cumulative.
CAN I COMBINE A VOUCHER WITH ANOTHER OFFER?
Vouchers can be combined with gift certificates issued by LES PRODUCTEURS DE CARACTERE and with the 5€ voucher received during the sponsorship of our store.
Vouchers cannot be combined with: - other offers - with free delivery from 90 € in France and € 300 in Europe *.
WHY MY CODE VOUCHER DOES NOT WORK?
The code of your voucher cannot be combined with other codes or with other non-cumulative offer. In this is case, it will not be valid when ordering.
Make sure your promotional code is still valid.
Do not hesitate to contact us if the problem persists.
GIFT CERTIFICATE
HOW CAN I USE MY GIFT CERTIFICATE?
With your gift certificate, you can pay all or part of your order, and pay the remaining amount with your credit card.
The code of your gift certificate is unique. You should provide it at the time of purchase.
Using your gift certificate is valid for one purchase.
CAN I COMBINE MULTIPLE GIFT CERTIFICATES?
Yes, gift certificates are cumulative.
WHAT IS THE VALIDITY OF MY GIFT CERTIFICATE?
The validity of your gift certificate is 12 months from its issue date.
WHY MY GIFT CERTIFICATE DOES NOT WORK?
First make sure that the code is properly filled and check its expiration date.
Do not hesitate to contact us if the problem persists.
PAYMENT
IN WHICH CURRENCY IS THE PAYMENT MADE WHEN I PLACE MY ORDER? I AM ABROAD, IN WHAT CURRENCY IS DONE MY ORDER?
The payment of your order takes place only in Euro (€). It does not matter in which country you are.
The currencies, U.S. Dollar / $, Swiss Franc / Fr and POUND / £ are present on the site LES PRODUCTEURS DE CARACTERE only as a reference.
WHAT ARE THE DIFFERENT METHODS OF PAYEMENT ACCEPTED BY LES PRODUCTEURS DE CARACTERE?
We offer two payment methods. You can pay by credit card (Visa, Mastercard) or cash via your PayPal account.
IS THE BANK PAYMENT SECURED?
LES PRODUCTEURS DE CARACTERE respects the confidentiality of any information you transmit to us. The payment is completely secured thanks to the online payment system of our partner bank, CIC. Your bank information is circulating on the Internet only in an encrypted way. So, they are coded to make them completely unreadable. In addition, they are uniquely processed by the CIC and are never under the possession of LES PRODUCTEURS DE CARACTERE. In fact, when you enter your credit card number to make purchases on the website LES PRODUCTEURS DE CARACTERE, you are transferring the informations directly to the CIC and not to LES PRODUCTEURS DE CARACTERE. You can pay online with confidence by entering your credit card information requested in the spaces provided for this purpose.
Technical Details: The security system uses a SSL (Secure Socket Layer) 128-bit.
Encryption is fully supported by the CIC. Security of transactions with 3D Secure. 3D Secure is a protocol for secure Internet payment. Developed by Visa and MasterCard, it aims to strengthen the security of internet banking via a double authentication. 3D Secure strengthens the identification process to ensure that no one other than you is using your credit card information.
WHY MY PAYMENT HAS BEEN REFUSED? WHAT TO DO?
First, it may be due to a mistake in your personal and / or bank information provided. Check their accuracy. If the problem persists, do not hesitate to contact us or get in touch with your bank.
DELIVERY
WHEN WILL MY ORDER BE SHIPPED? HOLIDAYS, WEEKENDS, BEFORE OR AFTER 11AM… HOW DOES IT WORK?
Nicole prepares your order from Monday to Friday.
If your order and payment are received before 11 am, it is brought to the post office the same day.
If your order and payment are received after 11 am, it will be brought to the Post the next day.
If your order and payment are received on Friday after 11 am, it will be brought to the Post Office on Monday. If your order and payment are received during the weekend, it will be shipped the following Monday.
If your order and payment are received on a holiday, it will be shipped the next business day.
IN WHICH COUNTRIES CAN I BE DELIVERED? WHAT ARE THE MODES OF DELIVERY OPTIONS, DELIVERY TIMES AND FEES ASSOCIATED?
LES PRODUCTEURS DE CARACTERE is primarily engaged in France and Europe. You will find below the list of countries and delivery methods, times and fees associated.
DELIVERY IN METROPOLITAN FRANCE
FREE PICK-UP AT THE WAREHOUSE – BY APPOINTMENT
If you live or are visiting the Var, come pick up your order for free, directly to the warehouse.
But before you come, call Nicole at 06 85 21 90 47 to schedule a pick up time.
You can pick up the same day you made your order.
LES PRODUCTEURS DE CARACTERE 1213 Chemin du Pontillaou 83 330 Le Beausset – France
COLISSIMO - 48/72H
> Colissimo delivery
| Jusqu'à | 3kg | 5kg | 7kg | 10kg | 15kg | 20kg |
| Prix HT | 10,90 € | 13,50€ | 14,50€ | 16,90€ | 21,90€ | 26,90€ |
| Délais | Environ 4 à 6 jours ouvrables |
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EUROPEAN DELIVERY
Countries of the European Union + Switzerland + Norway
COLISSIMO INTERNATIONAL TRACKING – AGAINST SIGNATURE
Zone 1: Germany, Belgium, Netherlands, Luxembourg
Zone 2: UK, Italy, Spain, Switzerland
Zone 3: Austria, Denmark, Ireland, Portugal
Zone 4: Finland, Norway, Sweden
|
|
Zone 1 |
Zone 2 |
Zone 3 |
Zone 4 |
|
Weight till : |
|
|
|
|
|
3kg |
13 € |
15 € |
17 € |
21 € |
|
6kg |
15 € |
18 € |
20 € |
25 € |
|
10kg |
18 € |
20 € |
25 € |
30 € |
|
15kg |
22 € |
25 € |
32 € |
38 € |
|
20kg |
26 € |
29 € |
39 € |
45 € |
|
Periods (Working days) |
D+3 à D+8 |
D+3 à D+8 |
D+3 à D+8 |
D+3 à D+8 |
* With the exception of the following destinations: Büsingen and Heligoland (Germany), the Faroe Islands, Greenland (Denmark), the Canary Islands, Ceuta, Melilla (Spain), Åland (Finland), Mount Athos (Greece), Campione d'Italia, Livigno, San Marino and Vatican City (Italy), Jersey, Guernsey and the Isle of Man (Great Britain).
WORLDWIDE DELIVERY
Hong Kong, Singapour
COLISSIMO INTERNATIONAL TRACKING – AGAINST SIGNATURE
| Untill | 2kg | 5kg | 10kg | 20kg | 25kg | 30kg |
| HT Price | 30 € | 45 € | 80 € | 140 € | 175 € | 200 € |
| Delivery | +/- 10 days |
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WHAT CAN I DO IF MY DELIVERY IS DELAYED?
You can always keep track of your order from your account.
The carrier may lose packages sometimes. The deadlines imposed by carriers require that the customer declares any loss within 10 days of receipt of the notice of shipment from the site LES PRODUCTEURS DE CARACTERE.
Under these conditions, LES PRODUCTEURS DE CARACTERE takes care of the situation and makes the necessary claims with the carrier. Once the complaint and initiation of the investigation is conducted, it can run within 3 to 4 weeks for a return of the carrier.
> If the parcel is found, it will be forwarded immediately to the domicile of the client.
> If the package is lost, the site LES PRODUCTEURS DE CARACTERE asks the recipient to provide a sworn statement indicating the non-reception of the package with a commitment to refuse the first shipment in case it would eventually arrive safely. This certificate will be used to file a complaint with the carrier and possibly with police services. Then the customer can request the return of the same package (in periods of availability) at the expense of LES PRODUCTEURS DE CARACTERE or have a refund of the amount paid. If the products ordered are not available anymore, LES PRODUCTEURS DE CARACTERE refunds the amount equivalent to the lost products.
If the second shipment did not arrive safely, LES PRODUCTEURS DE CARACTERE would proceed to a refund of the original order.
WHAT HAPPENS IF THERE IS NO ONE TO RECEIVE THE DELIVERY OF THE PACKAGE?
The delivery person will leave a note and you will have a time (indicated on the notice) to pick it up from the carrier.
HOW IS MY ORDER PACKAGED?
Products are carefully packaged to protect them from shocks.
We strive not to lay any indication visible on the package of LES PRODUCTEURS DE CARACTERE to avoid theft.
WHAT IF AN ARTICLE IS MISSING, IT’S DAMAGED OR THERE IS AN ERROR ON THE PRODUCT?
You must notify within three days of the receipt of the parcel by email or letter (registered with acknowledgment of receipt) to the following address:
nicole@lesproducteursdecaractere.com
or
LES PRODUCTEURS DE CARACTERE
1213 Chemin du Pontillaou
83330 Le Beausset - France
After this period, the products will be deemed in conformity and free from all defects.
LES PRODUCTEURS DE CARACTERE, if necessary, will verify and will ask to the client any useful information, or photos to confirm the problem.
LES PRODUCTEURS DE CARACTERE will decide and respond favorably or unfavorably to the customer’s requests.
Note: No product return or replacement will be accepted after its expiration date.
CAN I EXCHANGE, RETURN OR GET A REFUND FOR A PRODUCT?
Under the French Code of Consumption, the purchaser has a period of 7 (seven) days from the receipt of the order to cancel and/or return all or a part of the order.
LES PRODUCTEURS DE CARACTERE agrees to refund the sums paid by the customer (excluding shipping charges, which will be paid by the customer) at no charge.
The returned items have to meet the conditions of return mentioned below (see Items condition).
Before returning all or part of its order, the customer must request a return authorization online (at “my account”).
The customer should retain the receipt from the Post Office, as this is proof of postage in the event of the package being lost.
If you have no receipt we will not be able to make a refund. The refund is made within a maximum of thirty (30) days after receiving the package.
The return is made to the following address, and has to be accompanied by a return authorization form that you can find in “my account”:
Les Producteurs de Caractère 1213 Chemin du Pontillaou 83330 Le Beausset - France
Items condition
Regarding food, products returned must be completely intact, meaning content and container perfectly sealed, all in its original form. If instructions and accessories were included, they also have to be in the same original condition. Upon receipt of the package LES PRODUCTEURS DE CARACTERE will judge the condition of the returned merchandise. No returns will be accepted if returned items have been visibly used, consumed, opened or damaged by the customer and that such damages render the items unfit for sale.
If the return is rejected, the items will be returned to the client at the expense of LES PRODUCTEURS DE CARACTERE. The customer will not be able to demand any compensation or reimbursement right.
In case of a returned package whose contents would not comply with the conditions or return items that do not comply with the conditions of return mentioned above, LES PRODUCTEURS DE CARACTERE reserves the right to take any reimbursement action.
NEWSLETTER
HOW TO RECEIVE THE NEWSLETTER?
If you want to be informed about LES PRODUCTEURS DE CARACTERE’s news and stay on track of our good deals, you can subscribe to our newsletter by clicking on "subscribe to newsletter" in the bottom left of the homepage. Once you click on suscribe, we will guide you through.
HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
To unsubscribe from LES PRODUCTEURS DE CARACTERE Newsletter, simply go to “My Account".
I DO NOT RECEIVE THE NEWSLETTER. HOW TO FIX IT?
Firstly, make sure the personal information provided during registration is accurate. Then check that LES PRODUCTEURS DE CARACTERE’s newsletter and emails are not considered SPAM or routed directly into the spam mails in your mailbox by your anti-spam software or your Internet service provider. You can then save LES PRODUCTEURS DE CARACTERE e-mail address in your contacts for receiving our messages in your inbox.
If the problem persists, do not hesitate to contact us: contact@lesproducteursdecaractere.com
SPONSORSHIP
CAN I BECOME A SPONSOR?
Of course, but you must have ordered at least once on LES PRODUCTEURS DE CARACTERE website! You can refer as many friends as you wish as long as they have never ordered from LES PRODUCTEURS DE CARACTERE, and within the limits of massive sponsorship, see below.
WHAT IS THE PROCEDURE TO SPONSOR?
It's very simple, just enter the e-mail addresses of your prospective sponsored in "My Account". Your sponsored will receive an email stating that you sponsored him/her, and a welcoming voucher worth 5 €. As soon as your referral make his first purchase of a minimum of 50 €, you will receive an email confirmation and a sponsorship voucher of 5 € will be credited to your LES PRODUCTEURS DE CARACTERE’s account. This voucher sponsorship will be valid for 12 months. Please note that subject to their validity, you can accumulate your sponsorship vouchers to pay one same order. However, you cannot use them with any promotional offers, including sales and promotions.
HOW TO USE MY VOUCHER SPONSOR SHIP AS A SPONSOR? AS A SPONSORED?
Your sponsorship voucher is in your account. It can be used on any order greater than 50 € and will be automatically offered at the payment guided step. Feel free to use it or keep it for later. However, beware, the sponsorship voucher is for 12 months from its issue date.
We remind you that it is not combined with any other promotional offer, including sales and promotions.
WHAT HAPPENS IF I RETURN AN ORDER?
If you return your order, and at your own expense, the voucher used for payment will be credited to your account after verification and validation of your return. This is of course in proportion to the amount of the returned products.
WHAT HAPPENS IF ONE OF MY SPONSORED RETURNS ITS ORDER?
From the moment your sponsored has made an order of a minimum of 50 €, a voucher sponsorship worth 5 €, valid for twelve months, used for a minimum order of 50 € is credited into you account.
However, if one of your sponsored returns its entire command, and whatever the amount, your LES PRODUCTEURS DE CARACTERE account will be deducted the correponding 5€ corresponding to the sponsorship voucher.
If one of your sponsored return only part of the order, and the amount of products he keeps in his possession equal an amount greater than or equal to 50 €, your sponsoring voucher is not deducted.
However, if one of your sponsored returns only part of the order, and the amount of products he keeps in his possession amount is less than € 50, then your account LES PRODUCTEURS DE CARACTERE will be debited the amount of the sponsorship voucher corresponding to 5 €.
Moreover, if another sponsored makes a command of at least € 50, you get a new credit of € 5.
In case you have already used up all your sponsorship vouchers LES PRODUCTEURS DE CARACTERE reserves the right to claim additional rules.
CAN I, MY TURN, BECOME A SPONSOR?
Of course! Share your experience and make LES PRODUCTEURS DE CARACTERE be discovered around you by sponsoring your family and friends!
ABUSE AND CAUTION
Massive sponsorship activities are prohibited whatever the medium. Auto sponsoring is also prohibited, for which the participant is registered with different email addresses in order to conduct a fictitious sponsorship allowing him/her to benefit.
If LES PRODUCTEURS DE CARACTERE notices irregularities (such as sponsored recruitment outside his circle (friends and family), including through a blog, a discussion forum, announcements or other means by a participant in the sponsorship program, the site can take the necessary measures to stop these irregularities and cancel benefits and other consequences reductions were attributed to improperly client.
HOW DO I GET ACCESS TO YOUR GENERAL TERMS OF SALE (GTS)?
To access the general terms of sale (GTS) simply click on "Terms and Conditions" at the bottom of LES PRODUCTEURS DE CARACTERE website.
CONTACT US
Fabienne and Nicole are available from Monday to Friday from 9h to 19h to answer your questions and take your comments into account,
- By e-mail: contact@lesproducteursdecaractere.com
- By phone: 06 95 55 95 64
- By mail: LES PRODUCTEURS DE CARACTERE 1213 Chemin du Pontillaou 83 330 Le Beausset – France