FAQ
Who are we ?
Le Tanneur is a leather goods brand that was created in 1898. We design luxury bags and luggage for modern men and women.
Shipping and Delivery
Delivery time frames and zones
The Le Tanneur e-boutique will deliver to your chosen address (in Metropolitan France, Corsica, or Monaco) within 7 working days upon confirmation of your order.
This time frame is an indication only and may be subject to change. In such a case, you will be notified of the actual delivery times before ordering and once again before final confirmation of your purchase.
You will be sent an email once your parcel has been shipped.
Delivery method : Colissimo
A delivery charge of €8 incl. tax applies, regardless of how many items you order.
Delivery will take 1 to 3 working days once the parcel has left our warehouses.
If you are not there to take delivery of the parcel, it will be transferred to the nearest post office, where it will remain for a period of 10 working days.
To collect it, simply present the delivery notice that was left in your letterbox or, if applicable, the tracking number provided in the shipping confirmation email sent to you by the Le Tanneur e-boutique, along with some identification.
If you do not collect your parcel within 10 working days, it will be returned to us. In this case, we will contact you as quickly as possible to confirm your delivery details.
Personal information and security
In accordance with French law, the Le Tanneur e-boutique has been registered with the CNIL (France's data protection authority) under n° 1524722.
Any information you provide during your visit to the Le Tanneur e-boutique is strictly confidential. The Le Tanneur e-boutique is committed to respecting the confidential nature of your personal information and to treating it in accordance with the French Data Protection Act of 6 January 1978.
Your information may be communicated to authorise third parties for order delivery purposes, certain aspects of after-sales service, customer satisfaction surveys, or in order to comply with an order from French judicial or government authorities.
This information will be used by our own internal departments and/or those of sister companies, and/or our technical service providers :
- - To inform you of any news and upcoming events via email,
- - To process your orders,
- - To enhance and personalise communication by sending you newsletters, special offers (such as competitions, games, etc.) and special emails as part of customising the website to your own preferences.
When creating or viewing your account, you can choose to receive notifications about our offers, which are mainly commercial, and those of our sister companies and business partners.
In accordance with the French Data Protection Act of 6 January 1978, you have the right at all times to access, contest, modify, or delete your personal information, by :
- - Sending us an email via the “Contact us” section on our website
- - Visiting the "My account / Contact us" section
- - Or by sending a written request to the following address: La Boutique En Ligne Le Tanneur 5 bis rue Francis de Pressensé 93457 La Plaine Saint-Denis Cedex FRANCE
Returns and refunds
Exchanges
For technical reasons, the Le Tanneur e-boutique is currently unable to exchange items.
Should one of the products you received not meet your expectations, please do the following :
- - Submit a return request via the “My account / Contact us” section, in order to be refunded the item that does not meet your expectations;
- - Submit a new order for the item in question on our site.
Returns
French law stipulates that you have a 7-day cooling-off period, which begins once you receive your order.
The procedure
To return one or more products, you must submit a request within 7 days of receiving your order. Here are the steps to follow :
- - Sign in to your account
- - Go to the "My account / My orders"section
- - Select the order in question by clicking on the "View my order" link
Return requests may only be submitted for orders that have a "Completed" status - - In the top right hand of the page, click on the "Request a return" option
- - The list of products included in that order will appear
- - If the return request only applies to some of the items and not all of them, you can delete specific items from the list by clicking to un-tick them or by setting the quantity to 0
- - Use the drop-down menu to specify whether or not you have opened the parcel. You may also provide a brief explanation to make it easier to process your request
- - Click on "Submit request"
You may choose to return an item because it does not match what you ordered initially, or simply because you have changed your mind.
1) If the items received do not match what you ordered, the Le Tanneur e-boutique will simplify the returns process by sending you a pre-paid return label within 48 hours of receiving your request. You must print this label and display it securely on your return parcel.
If you do not have a printer, please contact our customer service team via the "Contact us" section on our website. One of our representatives will send you the relevant documents by post.
2) If the items do match your initial order, the Le Tanneur e-boutique will send you a return slip within 48 hours of receiving your request. You must print this slip and place it inside your return parcel.
We recommend you use the "Colissimo Suivi" service to return your parcel, so that you can track it.
The return address is as follows :
Retour Le Tanneur
24-26 rue Denis Papin
Zone industrielle de Mitry Compans
77290 MITRY MORY
You may track the progress of your request by visiting the "My account / Track my return" section.
Refunds
Your refund will be processed within a period of thirty (30) days after the Le Tanneur e-boutique has received your return request, as long as the item has actually been returned to the Le Tanneur e-boutique.
The bank account used to pay for your initial order will then be credited :
- - the amount paid for the returned products
- - and the initial delivery charge if the full order is returned or if the items delivered did not match the order
|
|
Refund of initial delivery charges |
Pre-paid return label |
|
|
The items delivered did not match the order |
Return of certain items only |
Yes |
Yes |
|
Return of the entire order |
Yes |
Yes |
|
|
The items delivered did match the order |
Return of certain items only |
No |
No |
|
Return of the entire order |
Yes |
No |
|
Ordering
You can place orders on our Le Tanneur e-boutique :
- - by signing in as soon as you arrive on our site,
- - or by signing in later, since you will be asked to do so during the order confirmation stage
Then, it is only a matter of a few simple clicks :
- - Select your products,
- - Add them to your basket,
- - Click to access "My basket",
- - Select "Proceed to checkout",
- - And perform the next steps on one single page :
1. Identification
If you haven’t signed in yet, you can :
- - Sign in with your existing account by entering your email address and password
- - Create an account by entering your Last name, First name, Email address and Password
2. Contact details
Billing address: you can choose the billing address for your order.
Delivery address: you can then choose the delivery address for your order. This may be different to the billing address.
3. Order summary
Here, you can check the items and quantities in your basket as well as the total price.
4. Order
You must choose your payment method.
You must confirm that you have read and accept our Terms and Conditions of Sale.
You can sign up to our newsletter.
By clicking on "Confirm and proceed to checkout", you will be redirected to the Ogone payment service, where you will be asked to provide all necessary banking details to complete your order.
The order will only be finalised once payment has been confirmed and all banking details verified.
The Le Tanneur e-boutique will systematically confirm your order and its shipping status in two separate emails.
Secure payment
The Le Tanneur e-boutique gives you several payment options :
- - using one of the following debit or credit cards: CB, Visa, MasterCard or American Express
- - using PayPal
Once you have confirmed your order, we will send your bank a request to debit your bank account. Your order will become effective once we have received confirmation of the approved transaction from the payment processing centres.
Your bank account will be debited within 2 days of your order being approved.
If you have a deferred debit card, full payment of your order will be debited from your bank account at the end of the current month.
We encourage you to save the confirmation of payment if you would like to keep a record of the banking information relating to each transaction.
When the order has been shipped, the invoice will be generated and available in the "My account / My orders" section on the website.
Payment security :
In order to comply fully with current regulations and protect the security and confidential nature of this information, the Le Tanneur e-boutique does not store any banking details.
Only our payment processing partner BNP PARIBAS - OGONE has this confidential information (card number, expiry date) and it cannot be accessed by third parties.
Viewing orders
You may view the details of any of your orders by clicking on the corresponding "View order" button, found by clicking on :
- - "My account"
- - "My account / My orders"
There you will be able to see a summary of the information relating to that order: item numbers and quantity ordered, amount paid, delivery and billing address, payment and delivery methods.