FREQUENTLY ASKED QUESTIONS

Ordered

I just ordered, when will I receive my order?

All orders are prepared the day after your purchase. Orders placed on Friday are shipped on Monday. There is no weekend shipping.

 La Poste, our carrier, generally delivers within 48 hours for Metropolitan France.

You can track your package with the tracking code that we will send you by e-mail on the site https://www.courrier-suivi-export.laposte.fr/

I ordered but did not receive an email confirmation. What to do ?

If you arrived at the order confirmation page and did not receive the confirmation email, it may be in your spam folder. Please add our email address: contact@lacoquefrancaise.com to your contacts to prevent this from happening again.

If you cannot find our email address in your spam, the email address you provided to us may not be correct. You can change your email in your customer account or contact our after-sales service at contact@lacoquefrancaise.com or by phone: 0486336484.

What are the delivery rates?

A completely free tracking service is available for all orders destined for mainland France. Your order will be delivered within 48 hours of dispatch from our premises.

Is it possible to come and buy on site?

Our shop is located on the terraces of the port on the second floor, 9 Quai du Lazaret, 13002 Marseille. Open 7 days a week from 10 a.m. to 8 p.m.

The product received is defective or is not the one ordered. What to do ?

Despite our best efforts to deliver quality products, sometimes an order deteriorates in transit or a phone accessory is defective.

 Similarly, despite all the care taken with your order, you may not receive the product you ordered.

 For a quick resolution of these problems, please follow the return procedure located in the form below.

 

Download the return form
My order is incomplete. What to do ?

Despite all the means that we implement to deliver your accessories, it may happen that your order reaches you incomplete.

In order to solve this problem as soon as possible, we invite you to contact our Customer Service so that we can send you what you have ordered.

Mail: contact@lacoquefrancaise.com Tel: 0486336484

How to use a coupon code ?

To use a promo code, go to the basket after adding the accessories you want to buy. Then enter your promo code in the “Click here to enter your code” field when choosing your payment

Don't forget to click on “Apply promo code”.

Payment

What are your means of payment?

Payment for purchases is made:

By Klarna in 3x times  :

Simply select the “Pay with Klarna” option and then enter your payment details. There is never any interest or fees as long as payments are made on time.

Once your order is confirmed and being delivered, we will invoice you for the first installment. Once the payment has been processed, you will receive a notification.

Your credit card will be automatically debited every 30 days for other payments. We will send you an alert to notify you.

By credit card (Carte Bleue, Visa, Mastercard, etc.): You must enter your bank details directly in the area provided for this purpose (entry secured by SSL encryption).

The amount of orders paid by credit card is collected on the day of the order.

Apple Pay: Applel's secure and confidential payment service.

 

Is payment by credit card secure?

Credit card transactions at Lacoquefrancaise are handled by our partner Mollie.

The payment is encrypted and secure and neither Lacoquefrancaise nor Mollie keep traces of your bank details.

Upon receipt of your payment, all data concerning your card will be AUTOMATICALLY erased.

What if my payment is declined?

If your payment is declined, first verify your credit card information:

– Check that the information entered is correct.
Remember to check your card number and expiration date. – Make sure you have not made a mistake when entering your card's security code.
This is the three-digit number displayed on the back of the card. – Check with your bank to see if they are the source of the declined payments.
– You can also try another payment method by going to your account and clicking on the declined payment command.

If you have followed all the steps above and your payment is still refused, we invite you to contact our customer service.

Why is my payment not going through?

Your bank may ask you to confirm before making a payment.

You will then receive an SMS or in-app notification asking you to approve the action.

Once done, please wait a few moments to be redirected to our website. Your screen will display your order number, confirming that our service has taken care of it.

We strongly recommend that you do not interrupt or exit the steps to return to the store. Such mishandling may block transactions, thus affecting the verification of your order.

Delivery

The delivery address is not correct, how can I change it?

Please contact us as soon as possible by phone only at 0486336484.

Please let us know the correct address before dispatch so that we can amend your order accordingly. If your order has already left our facilities, payment in full for your order is required for it to be delivered to the correct address.

why this? Quite simply because it can take up to 6 months for our partner “La Poste” to return undelivered mail to us.

What should I do if I don't receive my package?

Packages we ship usually arrive within 48-72 hours, but delivery times may be longer due to postal delays.

If you have not received your order after 7 working days, please first check the tracking of your package that you received by email.

If La Poste's tracking indicates that your package has been delivered but you have not yet received it, we advise you to contact customer service.

My order is late. What to do ?

If your order is a little late, don't panic! Orders arrive at the customer in 2 to 3 working days maximum.

If a delay is observed, it may depend on several factors: postal strike, public holidays, summer periods, etc. However, if you do not receive anything after 10 working days, please contact our Customer Service at the following address: contact@lacoquefrancaise.com or by telephone: 0486336484

 

Various

I don't know the model of my phone. What to do ?

Apple phones :

Samsung phones :

 

Huawei, Xiaomi or other brand

Please refer to the instruction manual of your mobile phone first, and the reference must be indicated.

If not, on your phone, go to settings and look in the section usually called “About phone” and there you will find the name of your phone.

Finally, if you still can't find the name of your phone, we invite you to contact our customer service advisers by phone who can help you find the right accessories for your phone.

How do I create my account?

First, click on “My Account” in the upper right corner of the screen, then click on “Register”, or just click here .

Fill in the information you requested (last name, first name, e-mail address and password) and click on “Save”.

Your account was created ! Simply enter your delivery and billing addresses to place your first order.

What are the Customer Service hours?

Our Customer Service is available Monday to Friday from 9:00 a.m. to 5:00 p.m.

You can contact our advisors by phone at 0486336484 or by email: contact@lacoquefrancaise.com