FAQ

Customer account

Creating your customer account couldn't be easier:

  • Access authentication by clicking on ‘Login’ in the top right-hand corner.
  • Then click on ‘Don't have an account? Create one here’ and fill in your first name, surname, email address (be careful about spelling) and secure password and click “Save”. You can now access all the elements of your account.

When you log in at the top right of the ‘Log in’ screen, your email address is not recognised even though you have already created an account. Here's what you need to do: check the spelling of your email address. Also try your other email addresses, you may have used another email address.

Or else

There was a typing error when you created your account, which is why we don't recognise your address (e.g. @gmaul.com instead of @gmail.com). In this case, please contact Customer Services.

If you have forgotten your password, you can change it easily in just 4 steps:

  1. Click on ‘Login’ at the top right of the page
  2. Click on ‘Forgot your password?’ and enter the email address you used to register (be careful about spelling) and click on ‘Send reset link’. You will receive a temporary link to reset your password.
  3. Go to your mailbox to open the e-mail sent to you and click on the ‘Reset my password’ link.
  4. You will be redirected to the change page. Follow the instructions and your password will be changed!

You have not received an e-mail: check your junk mail box or repeat step 1.

You can request this via the contact form or use the unsubscribe link in our newsletters.

You must send a request via the online contact form, specifying the email address of the account you wish to delete, your surname and your first name. Customer Relations will get back to you as soon as possible.

Ordering

An email will be sent to you containing all the information you entered when ordering online.

Go to ‘Your account’ and select ‘Order history and details’.

Go to ‘Your account’ and select ‘Order history and details’.

We invite you to send an e-mail directly to our Customer Relations department: serviceclient@terredoc.com ’

Payment

We accept payment by bank card and PAYPAL.

Yes, your credit card payment is completely secure.

To take advantage of your promotional code or discount voucher, enter it in the box reserved for this purpose in your shopping basket before paying for your order. Please note: promo codes cannot be added together.

Delivery

Delivery costs depend on the delivery method chosen and the country. In mainland France: Colissimo point de retrait: €4.50 incl. VAT, Colissimo Domicile without signature: €5.90 incl. VAT, Colissimo Domicile with signature: €6.90 incl. VAT.

Once you have completed your shopping basket, you can enter a delivery address and a billing address of your choice.

Once your order has been validated, a confirmation e-mail will be sent to you, enabling you to track the delivery.

If you are absent at the delivery address indicated, the postman will leave you a delivery notice (letterbox or email) indicating the post office or collection point where your parcel will be dropped off. The parcel will be available there from the next day and for 10 days after delivery. If no delivery notice has been sent to you, check your emails and/or the tracking of your parcel online. You'll find up-to-date information there. Remember to bring your ID and parcel number with you when you collect your parcel from your post office or collection point.

If you are absent at the delivery address indicated, the postman will leave you a delivery notice (letterbox or email) indicating the post office or collection point where your parcel will be dropped off. The parcel will be available there from the next day and for 10 days after delivery. If no delivery notice has been sent to you, check your emails and/or the tracking of your parcel online. You'll find up-to-date information there. Remember to bring your ID and parcel number with you when you collect your parcel from your post office or collection point.

Contact the Customer Relations department by e-mail servicelient@terredoc.com. Attach photos and your order number to your request.

Once validated, the order is prepared rapidly by our services. Please contact Customer Services as soon as possible on 04.92.79.40.20 so that the necessary steps can be taken.

Retour

After checking by our services, the returned product will be reimbursed (excluding food products). We will re-credit the credit card used to pay for the item.

Produits

When you are on the product, click on the right of the article ‘Be alerted’. As soon as the product is in stock, you will receive an email.

All our teas have a best-before date, i.e. a date after which the product may lose some of its quality but presents no health risk. After this date, before throwing away, observe, smell and taste.