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Frequently asked questions

Questions Fréquentes.

=> Why should I open an account?
=>  I’ve forgotten my password, how can I get a reminder?
=>  I’ve moved house or changed my email address.
=> How do I place an order online?
=> What are the different ordering methods?
=> There’s a problem with my order e.g. I haven’t received my parcel/there’s an item missing from my order/I want to modify an order that I’ve already placed...What should I do?
=> I can’t place my order online, what can I do?
=> What payment methods do you accept?
=> Can I pay for my order securely via your website?
=> How much will I pay for postage and packing and when will I receive my order?
=> How do I know if you have received my order?

 

Why should I open an account?

By opening an account you can access your personal details without having to re-enter them and you can modify them, if needed.  You can also check on your orders.  We are committed to respecting the confidentiality of any information provided. Click here to access or create your account.

  


I’ve forgotten my password, how can I get a reminder?

Click on My account and enter your email address where it says “Forgotten your password?”  and we will email it to by return.

  

I’ve moved house or changed my email address.

Click on My account and you can modify your personal details.  Your personal information is strictly confidential and it is our policy to respect your privacy.

  

 


How do I place an order online?

To find out how to place an order over the internet, please click on Your First Order .

  

 


What are the different ordering methods?

Click here to find the different ordering methods.

  

 

There’s a problem with my order e.g. I haven’t received my parcel/there’s an item missing from my order/I want to modify an order that I’ve already placed...What should I do?

Contact us by email (contact) to explain your problem and we will do our best to solve it.

  

 

I can’t place my order online, what can I do?

Our Customer Service department is available to help you place your order.  You can contact us via the contact form .

  

 

Can I pay for my order securely via your website?

We use Crédit Agricole’s secure payment system “E-Transaction”.  All information relating to your bank details is encrypted and handled by Crédit Agricole which is the only agency that can unencrypt the data.  Encryption is handled in accordance with the SSL (Secure Socket Layer) protocol that is used for online purchases worldwide.

  

 

What payment methods do you accept?

You can pay online using PayPal  or a credit or debit card. 

  

 

How much will I pay for postage and packing and when will I receive my order?

Comptoir de vie delivers to the DOM-TOM, Switzerland, the European Union and some other countries.

To find out post and package costs and delivery times as set down by our delivery companies, please see the table below.

For residents of France only Postage and packing is free if you spend 100€ or more.

Comptoir de Vie will process your order immediately, if all the products are in stock.  It will be sent by Colissimo on day following your order, so you should receive it within 48 hours of posting.  However if there are any items which are out of stock, you will be notified of the waiting time, both in the product information and in your shopping basket.  Delivery costs for the French mainland and Corsica are 6.90€.

Country

Delivery cost inc VAT

Delivery time*

Monaco
Andorra

6.90

48 to 72hrs after posting

Belgium
Luxembourg
Netherlands

12

5 to 7 working days 

Germany
Austria
United Kingdom
Danmark
Spain
Ireland
Italy
Malta
Portugal

14€

5 to 7 working days 

DOM Guadeloupe **
DOM French Guiana**
DOM Reunion Island **
DOM Martinique **
DOM Mayotte **
St Pierre et Miquelon **

14.50 €

5 to 10 working days 

Finland
Greece
Marocco
Norway
Sweden
Switzerland **

19€

5 to 7 working days 

 

New Caledonia **
French Polynesia **
Wallis and Futuna  **

21€

5 to 7 working days 

Canada **
United States **
New Zealand **

27€

5 to 7 working days 

New Caledonia **
Polynesia **
Southern Lands **

24.90€

5 to 7 working days 

** Costs for these countries is calculated exclusive of taxes (VAT at 19,6% will not be charged to the client).  However the buyer may be liable to taxes upon receipt of the parcel.

  

 

How do I know if you have received my order?

Once your order has been checked you will receive a confirmation email.

If any of the items you have ordered are not in stock, you will be notified in the confirmation email.

 

- if the item will be back in stock rapidly we reserve the right to delay dispatch for a few days until the item is back in stock.  The confirmation email will give you an approximate indication of when you will receive your order.  If you prefer, you can choose to cancel your order by contacting our Customer Services department by email.

 

- if the item will be out of stock for a long period we will send you the items that are available immediately.  Comptoir de Vie will cover the cost of postage for the balance of your order which will be dispatched as soon the items are available.  The confirmation email will tell you if this is the case.  If you prefer, you can cancel the dispatch of the balance of your order by contacting our Customer Services department by email.

  
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