How do I place an order on the site ?
Whether or not you are already registered for our Newsletter, it is essential that you create an account on our site. To do this, click on "Login" at the top of the page, then on the "Create my account" button. ill in your personal information, then click on " Validate ". You can add a product to your shopping cart by clicking on " Add to shopping cart ". The product is added to your basket and you are then offered the choice to either continue shopping or to access your shopping cart.
How do you track your orders ?
In the space of your account, click on "Your orders". 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 dispatched.
How do I change or cancel my order ?
Once your order has been validated, it is unfortunately impossible to modify it. However, before dispatch, it is possible to cancel it by contacting us. If the shipment is already in progress, you will have to wait for the reception of your order to make a return.
How do I use my coupon code ?
Once you have selected your products, click on the "Shopping cart" at the top of the page. On the summary of your order, just before the total of your order, you will find the space to enter the coupon code you have. Once you have entered your coupon code, click on "Apply".
What are the delivery times ?
Delivery times are between 2 and 3 working days from the dispatch of the parcel. The time required to prepare the parcel before dispatch is 1 to 2 days.
These times may be subject to unforeseen circumstances (bad weather, technical problems with the Post Office, etc.) which do not depend on the Marc Le Bihan brand. Marc Le Bihan cannot be held responsible for any delays.
What are the delivery costs ?
• France : 10 € (via UPS)
• Europe (EU) : 15 € (via DHL)
• Other countries : 30 € (via DHL)
What can I do if I am absent on the day of delivery ?
If you are absent, the carrier will leave the parcel or a delivery notice in your letterbox so that you can pick it up at your post office. In the event 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.
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 invoicing". You can also change your addresses in "My Account", by clicking on "My Addresses" and then select an address for delivery and add a billing address.
What are the delivery methods ?
The Customer can choose from the following delivery methods :
- Colissimo home delivery (48h to 72h)
What should I do if my order is misplaced by the carrier/ if my parcel is not delivered ?
In the event of a problem with delivery due :
- the loss of your package
- the non-delivery of your order despite a tracking number indicating that the order has been delivered
The procedure to follow will be different :
1° If the delivery of your package is made against signature: please contact our customer service via the contact form below so that a claim can be made.
2° If your parcel is delivered without a signature: it is essential to contact COLISSIMO in order to file a claim with their service. Indeed, Marc Le Bihan customer service will not be able to intervene to file a claim on your behalf.
Once COLISSIMO has completed the investigation carried out following your complaint, an e-mail will be sent to you to inform you either :
- that your order will be compensated because it has been acknowledged that a problem occurred during delivery.
- that the investigation proves that your order was indeed delivered to the address indicated.
>> In both cases, you will need to forward this e-mail to our customer service department, so that we can intervene for the reimbursement of your order or not. Please contact us only when you are in possession of this survey response email.
Is my payment secure ?
Order with your eyes closed on our Marc Le Bihan website. The banking data you transmit to us are entirely protected by SSL (Secure Socket Layer) encryption and are never stored in our computer system. Bank transactions in France are authenticated thanks to 3D Secure. Your online payments are therefore perfectly secure by credit card and with Paypal.
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)
I can't find an answer to my question, how can I contact Marc Le Bihan customer service ?
You can contact us :
- by email : Access to the contact form
- by phone : +33 1 76 34 06 75
EXCHANGE AND RETURN
I have just received my product but I would like to return it and be refunded. What do I have to do ?
Conditions of return
Products can be returned within 14 working days.
The return costs are at the customer's expense. Your order must be in "delivered" status to be able to request a return.
It is imperative that you enclose your invoice so that your return can be processed.
You will need to keep your proof of shipment and your return tracking number, Marc Le Bihan, is not responsible for the return.
1° Go to the "My orders" section of your customer account
2° Select "Make a return" in front of the order concerned.
3° Follow the return instructions indicated on the page at this step.
4° Go to the "My Returns" tab in your customer area to find out the address to which to send your parcel.
If your product has a manufacturing defect, we invite you to carry out our return procedure by selecting the return reason "defective product". We also invite you to contact us via our contact form to send us a photo of the damaged product.
Refunds will be made within 15 days of receipt of your package at our premises. If you have made a return order, you will be refunded on the same payment method you used when you made the purchase.
Any product that is damaged, incomplete, or whose original packaging is deteriorated, will not be refunded or exchanged.
How do I make an exchange ?
No, we invite you to return your order for a refund, in order to place a new order for the desired product.
How am I reimbursed following a return ?
If you have made a return, you will be refunded on the same payment method you used when you made the purchase.
For example, if you paid by credit card, you will be refunded directly to your bank account. If you paid by Paypal, you will be refunded directly to your Paypal account.
For returns of orders that have been paid for with an e-card, you will be compensated in the form of a credit note that can be used on the website.
How long does it take for my return to be refunded?
We will refund your order in one week.
Once the refund has been made, depending on your bank, the transaction may take a few days to arrive on your account. It will therefore take a maximum of 15 days for your refund to appear on your bank account.
If you have made a return order, you will be refunded on the same payment method you used to make the purchase.
Are shipping costs refunded if I make a return ?
Shipping costs are not refunded. They are only refunded if the reason for the return is :
- Receipt of a product that does not correspond to the original order.
- Receipt of a defective product