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FAQ

Wh y do I need to c reate an account ?

Opening an account with La Trinitaine will make it easier and faster for you to order your products. You can then track the progress of your orders and receive our newsletter.

How do I create an account?

To create an account, simply click on ͚My account͛ in the top right of the page and fill in the various fields.

I have an account, but I’ve forgotten my password. What do I do?

If you've forgotten your password, go to 'My account' on the top right of the page, then click on 'Forgot password?'». Enter your email address and we͛ll send you a link to reset your password.

How to change my contact details?

If you have changed address or email address, log in to your account. Once you are logged in, you can change the required information as many times as you like.

What are the steps involved in buying online?

You can buy products from our website in just a few clicks.

  1. Look through our online product catalogue and use the virtual basket to prepare your order.
  2. Once you have finished selecting your items, click on 'Basket' on the right of the page, then 'Confirm'. Check your summary order, where the P&P are automatically added, then click on 'Confirm'.
  3. To order items, you must create an account. Your account will help you track the progress of your orders and the delivery of your packages.
  4. If you choose to pay by credit card, your card details will be requested on a secure form.
  5. Once we have all the information we require, we can prepare your order.

What methods of payment does your site accept?

You can pay by credit card (Visa, Mastercard, French carte bleue), by cheque or by bank transfer.

Are payments on your site secure?

To ensure even more security when paying by credit card, La Trinitaine has introduced the 3D Secure control system. When you confirm your payment, you will be asked for a security key or unique code to authenticate your transaction and confirm your identity.

What does 'SSL secure site’ mean?

The details you enter for your bank card are encrypted by the SSL (Secure Socket Layer) protocol. Only the bank has access to this information. It is not stored on our website.

What are your delivery times ?

For France

Delivery times (by post or courier) are 2 to 3 working days depending on the region where your order is to be delivered. Add to that the order preparation time (2-3 working days).

For Europe

All orders will be sent first class.The delivery time is around 5-7 working days (in addition to the 2-3 days of order preparation).

For other destinations

Delivery times can vary between 3 and 12 days (by post).

How is my personal data protected ?

Your security and trust are essential to us. In accordance with the French law on Computing and Freedom, personal data collected during when you order or sign up for our newsletter is kept confidential. This data is necessary for the smooth execution of your order and for the personalisation of sales campaigns that may be of interest to you.

How will I know if my article is available ?

If an item is out of stock, we will indicate that it is 'unavailable'.
You can however request to be notified when it becomes available again

How can I change my subscription to the newsletter ?

Log in to your account, and once you are in, you can change your subscription by ticking or unticking 'I wish to subscribe' and then saving.

How long is the withdrawal period ?

In accordance with French law, you have 14 days from the reception of your order to exercise your right to withdraw and return the items at your expense for an exchange or a refund free of charge. However, this law does not apply to perishable foodstuffs.

Who pays for the cost of returning the goods?

If you choose to withdraw within the aforementioned period, only the price of the ordered items will be refunded to you. Unless your withdrawal concerns an error made by us, the return charges are payable by you.

How long will the refund take to reach me?

You will be refunded as soon as possible, and at the very latest within 15 days of when you exercised your right to withdraw.