FAQ - Le Tanneur

The information that you give us to properly treat your order is only used in the framework of our commercial relationship. In no way this data can be shared or sold to a third party. In agreement to the "Loi Informatique et Liberté" of the 6 January 1978, you have the right to access and modify your personal data. Regarding your banking details, this information is only used to process your payment with our secure payment partners. We do not keep any information regarding your personal account.

To make an online order, you simply need to browse the different categories on the site, giving you access to all our products. You can also browse by searching for a type of product. Pick which products you wish to purchase by clicking “Add to basket”. Once these products are in your basket, you can check the content of it by clicking on the basket, and then let yourself be guided by clicking on the “make an order” button.

All orders are prepared and shipped within ten (10) working days for delivery to Metropolitan France, and twenty (20) working days for delivery to Belgium, Luxembourg and the rest of Europe, starting the day after payment of the order (subject to availability). Any order registered on the site from Monday to Friday before 2pm will be processed the same day; from Monday to Thursday after 2pm, it will be processed the following day. Any order placed on Friday after 2pm will be processed the following Monday; orders placed on a public holiday will be processed on the next working day. Once your order has been dispatched, an email will automatically be sent to you.

Once your order is confirmed, we will send you a confirmation email or a text message with the timeframe of your order. You can also access this information from your customer account in the “My orders” tab.

Following that, we will send you an information email or text message, as well as the link to the postal tracking link. You will be able to track your order through this link.

We deliver to Metropolitan France:

Colissimo

Delays: 48H

Price: 6,90€.

Chronopost

Deadlines: 24H

Price : 12€.

We deliver in Belgium and Luxembourg :

Colissimo

Delays : 72H

Price: 14€.

We deliver to the rest of Europe:

DHL

Delays: 96H

Price: 14€.

We offer delivery to the address of your choice within twenty (20) working days for delivery outside France from the date of validation of your order.

An email is sent to you the day your order is shipped. For every order made before 2pm, we ship the order the same day. The tracking number of your order is sent by email as soon as your order has been given to the delivery company. Your tracking number is also available on your customer account in the “my orders” tab.

In case your shipping company is Colissimo, the package is delivered directly to you with a required signature. If you are not home at that tome, a delivery notification will be left in your mailbox. This notification will give you the date and hour of the next delivery as well as the post office's address where you will collect your parcel. Then, you will need to have the delivery notification as well as an ID card to retrieve your package. You will have 14 days to pick up your item. Past that day the package will be returned to us.

To return your order, we invite you to follow the following steps:

1. Connect to your account using your email address and password.

2. Click on the “My orders” tab, then fill out a return form for the specific order.

3. Insert the delivery notification you got when you received the package inside the return box.

4. Send it to the following address, using the delivery company of your choice to:

BMV, ZA PERRIER, Rue des Escargots, 38630 VEYRINS THUELLIN, France.

We remind you that the return is at your expense and that no return will be accepted without the delivery note in the package and without the request for return previously made on the site.

If the product does not meet your expectations, You can send us back the product by using any courier. You will pay the cost of the return shipping. If there would be a mistake on our behalf (wrong product received, damaged product), you will have a full refund for the shipping cost. In that case, please, include a copy of your shipping invoice.

1. Choose your product and the color you want, then click on “Reserve in store”.

2. Search for and pick the nearest Le Tanneur store to you (depending on available stocks).

3. Enter your details.

4. You will be informed of the confirmation of the reserve in-store of your product by email and text message.

5. Once the confirmation email is received, you will be informed about the availability of your product by email and text message. It is necessary to have received the text message or confirmation email before visiting the selected store.

Once the reserve in-store has been made, you will be informed by email and text message within 2 hours, depending on the opening and closing times of the store and the availability* of your product. Your product will be reserved for 48 hours. Come and discover your product with your email or text message confirmation. * Unfortunately, if your product is out of stock, we invite you to renew your reservation request.

If your payment isn’t going through, make sure your credit card numbers and expiry date ot the card are correct.

Verify with your bank establishment that they are not blocking the payment. Your order can be processed through a 3D Secure verification. 3D Secure is the payment system by authentication that provides you with the optimal safety when you purchase online. During the payment, your bank verifies the identity of the cardholder before validating the transaction. It is necessary to enter the requested informations (code received by text message, validation through an application or enter your date of birth) by your bank to validate the payment. Be careful: after 3 wrong attempts, your transaction will be cancelled. Your card will be blocked. Contact your bank.

For safety reasons, our customer service does not have access to your banking details but is available to help you out.

For any repair request, the Customer must contact Le Tanneur's After-Sales Service by email at the following address: service-client@letanneuretcie.com, providing photos of the product(s), as well as proof of purchase if necessary to benefit from the warranty. The Customer can also go to any Le Tanneur store to drop off the item(s) and proof of purchase.

Depending on the observations, the product will be accepted by the Le Tanneur Repair Service. The Le Tanneur products have one (1) year of warantee, starting from the purchase date and 6 (six) months of warantee for all the products sold in factory stores.

If the product is still under warantee :

- Le Tanneur will replace your product. If your product is out of stock at that time, we will suggest you that you select a product from our new collection with equal retail value to the damaged item;

- For used products no longer under warantee, the repair will be costed and submitted to the Client before any repairs are made.

Use our three-product ritual to care for and maintain your leather goods.

To clean your leather bag, we recommend using Le Tanneur “cleaning gel” which is available on our website or in store. How to use: brush your bag to eliminate any dirt and dust. With a damp cloth, apply a pea-sized amount of gel on the leather and scrub to remove stains. Remove any excess with a cloth. We recommend leaving the bag to rest for 15 minutes, before passing on to the second step of our ritual.

In order to nourish your plain or grained leather, we recommend using Le Tanneur “nourishing lotion” which is available on our website or in store. How to use: brush your bag to remove any dust. With a cloth, apply a pea-sized amount of lotion on the leather. We recommend leaving the leather rest for 15 minutes, and then go on to the third step of our ritual.

To preserve the beauty of your bag, we recommend protecting it from contact with water, from a prolonged exposition to the sun and any heat source, liquid or oily substances.

When it is not being worn, to keep it’s shape, we recommend stuffing it with silk paper, to store it in a dry space, with its original pouch.

Finally, to prevent an eventual transfer of colour on your bag, we advise you to be careful when wearing dark clothes when wearing a light coloured bag. Through friction and rubbing, these can rub off onto your product ( and the other way around).

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