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To ensure the best experience in our store, we recommend you to visit Le Tanneur .

FAQ

Below, you will find answers to the most common questions regarding Le Tanneur, your order, payment, delivery, or returns.
Below, you will find answers to the most common questions regarding Le Tanneur, your order, payment, delivery, or returns.

Customer account

How to create a customer account?

To create an account on our online shop, enter your email address, which becomes your username, as well as other information required in the required fields.

How to modify information on my account?

Click on the “my account” tab and enter your username and password. Once connected, you can view and modify your personal information.

I forgot my password, how do I access my account?

When you click on the forgotten password link, please enter the email address which was used to create your account. Your password will then be immediately sent to your email address. Make sure to check your spam folder if you have not received the email.

I wish to regularly receive information about the latest products

Sign up to the Le Tanneur newsletter by entering your email address at the bottom of the home page. You will be kept up to date with the news of Le Tanneur, our privilege offers and our events.

How do I unsubscribe from the newsletter?

You can unsubscribe from the newsletter by clicking on the unsubscribe link at the bottom of the newsletters you receive. Do not hesitate to contact our customer service by email at service-client@letanneuretcie.com if you have any issues.

What happens to my personal data?

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

Order

How do I make an order online?

To make an order online, you simply need to browse the different categories on the site, giving you access to all of our products. You can also browse by selecting 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.

How long does it take to process my order?

All orders are prepared and shipped within a timeframe of ten (10) working days for a delivery within Metropolitan France, and twenty (20) working days for a delivery to any other destination, and this counting beginning the day following the payment of the order (whilst stocks last). All orders made on the website between Monday and Friday before 14h will be processed on the same day; Monday to Thursday after 14h, it will be processed the following day. Any order made on Friday after 14h will be processed the following Monday; orders made during a bank holiday will be processed the following working day. Once your order has been shipped, an email will automatically be sent to you.

How can I know where my order is?

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.

Then, we send you an email or sms of information, as well as the link to the carrier's tracking link as soon as your parcel is deposited in logistics. You can follow the progress of your order via this link.

Payment

What payment methods are accepted?

We offer payment of your eshop orders by credit card: CB, Visa, MasterCard, American Express, Maestro, Bancontact and Sofort; and by Paypal; by e-gift card; by deferred/split payment in 3x without fees or 4x without fees.

How is the payment secured?

Your bank information is never in our possession. The transactions are entirely processed by our secure payment module. Your payment is completely secure.

What is payment in instalments with Alma?

Payment by instalments/deferred payment is available through our partner Alma. The security of payments is ensured by Alma and its service providers. All payments are protected by 3D Secure.

Purchase amounts and thresholds

Deferred payment/split payment in 3x without fees: Only purchases between €50 and €2,000 can be paid with Alma.

Deferred/split payment in 4x without fees: Only purchases between €50 and €2,000 are eligible for payment with Alma.

Eligible countries

The payment in instalments is available for the following countries:
Italie, Luxembourg, France, Espagne, Portugal, Belgique, Allemagne, Pays-Bas, Autriche et Irlande.

Fees

By paying in instalments with Alma, the Customer does not pay any fees.

Alma is a tele-payment manager and issues an electronic certificate that will serve as proof of the amount and date of the transaction in accordance with the provisions of articles 1316 and following of the civil code.

Termination

Any termination of the GTC between the Seller and the customer will result in the termination of the GCU between Alma and the customer.

Delivery

Which countries are eligible for delivery?
  • Europe : Albania, Germany, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, Gibraltar, Greece, Guernsey, Hungary, Faroe Islands, Ireland, Iceland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, San Marino, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Ukraine, Vatican City.
  • Africa : South Africa, Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Comoros, Congo, Ivory Coast, Djibouti, Egypt, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Equatorial Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Morocco, Mauritius, Mauritania, Mayotte, Mozambique, Namibia, Niger, Nigeria, Uganda, Central African Republic, Democratic Republic of Congo, Reunion, Rwanda, Saint Helena, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, Sudan, South Sudan, Tanzania, Chad, Togo, Tunisia, Zambia, Zimbabwe.
  • North America : Anguilla, Antigua and Barbuda, Aruba, Bahamas, Barbados, Belize, Bermuda, Canada, Costa Rica, Cuba, Curacao, Dominica, United States of America, Grenada, Greenland, Guadeloupe, Guatemala, Haiti, Honduras, Cayman Islands, Jamaica, Martinique, Mexico, Montserrat, Nicaragua, Panama, Dominican Republic, Saint Barthelemy, Saint Lucia, Saint Kitts and Nevis, Saint Martin (French part), Saint Vincent and the Grenadines, El Salvador, Trinidad and Tobago.
  • South America : Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, French Guiana, Falkland Islands, Paraguay, Peru, Suriname, Uruguay, Venezuela.
  • Asia : Afghanistan, Saudi Arabia, Armenia, Azerbaijan, Bahrain, Bangladesh, Bhutan, Brunei Darussalam, Cambodia, China, Cyprus, South Korea, United Arab Emirates, Georgia, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Japan, Jordan, Kazakhstan, Kyrgyzstan, Kuwait, Laos, Lebanon, Macao, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Oman, Uzbekistan, Pakistan, Philippines, Qatar, Singapore, Sri Lanka, Syria, Tajikistan, Taiwan, Thailand, Timor-Leste, Turkmenistan, Turkey, Vietnam, Yemen.
  • Oceania : Australia, Fiji, Cook Islands, Solomon Islands, Kiribati, New Caledonia, New Zealand, Papua New Guinea, French Polynesia, Samoa, Tonga, Tuvalu, Vanuatu.
What are the delivery methods?

We currently deliver to over 200 countries.

For Metropolitan France, we can deliver in :
- Home delivery in 48 hours,
- Home delivery in 24 hours,
- Livraison en point relais en 48H offert

We deliver to the rest of the world via DHLWe offer to deliver to whichever address you wish in a timeframe of twenty (20) working days for a delivery to all other destinations counting from the day of your order confirmation.

We will send you an email or sms with information and a link to the carrier tracking link as soon as your package is delivered to logistics. You can follow the progress of your order via this link.

What are the delivery cost ?

If you want to know our delivery rates, click here.

What should I do if I am not home at the time of delivery?

In the case where your shipping company is Colissimo, the package is delivered directly to you with a required signature. If you are not home at that moment, a delivery notification will be left in your letter box. This notification will give you the date and hour of the delivery as well as the post office which you need to go to collect your parcel. You will then need to go to that post office with the delivery notification as well as an identity card to retrieve your package. You then have 14 days to pick up your item, past that day the package will be returned to us.

What is the average time to collect a parcel from a relay point?

Depending on the chosen relay point, the withdrawal time may vary:

- If the relay point is a post office, you can collect your product within fourteen (14) days,
- If the relay point is a shop, you can collect your product within ten (10) days,
- If the relay point is a pick-up point, you can collect your product within five (5) days.

What should I do if I do not receive my order?

If you have not received your order after the scheduled timeframe and that there has been no delivery notification in your letter box, check the situation of your order through the link that you received by email. You can also contact the customer service by email at the following address: service-client@letanneuretcie.com.

What should I do if my product is damaged or if I did not receive the product from my order?

In such cases, please contact customer service by email at the following address : service-client@letanneuretcie.com.

RETURNS AND REFUNDS

I want to return my order

Returns are free in metropolitan France. You have a period of 30 days from the date of receipt of your package to return an item to us.

Returns are by post only.

To return your order, please follow the steps below:


I would like to make a return from my customer account

1. Go to your customer account in the My Order tab and click on "make a return",

2. Create a returns request by selecting the product you wish to return and the reason for your return,

3. Put the returns form you downloaded following your returns request inside your parcel,

4. Stick on the return label (only for orders from Metropolitan France) and drop it off at your post office.

 I would like to make a return from the Le Tanneur portal

1. Go to the return portal and enter your order number (without the zeros) and the email address you entered when ordering,

2. Create a returns request by selecting the product you wish to return and the reason for your return,

3. Put the returns form you received with your order inside your parcel,

4. Stick on the return label (only for orders from Metropolitan France) and drop it off at your post office.

Items must be returned in new, unused condition with their LE TANNEUR label intact.

We remind you that no returns will be accepted without the delivery note in the parcel and without a prior request made on the site. For international orders (outside mainland France), the costs and risks are borne by the customer.

For the return address for international orders (outside mainland France), we invite you to find into the returns portal.

How much does it cost to return a product?

If you are not satisfied with your product:

- We offer the return in France using the pre-stamped return label included in the package,
- International returns are the responsibility of the customer using the carrier of your choice. To facilitate the refund we strongly advise you to use DHL.

If your order is non-compliant (wrong item received, defective item), please contact customer service by email at the following address: service-client@letanneuretcie.com.

What is the delay for a refund?

Your refund will be processed within 15 days after having received your package in our logistics, directly onto the payment method you payed for to confirm your order.

E-reservation

What is E-reservation?

You can reserve your products on letanneur.com, freely and without purchase obligation. To test them simply chose your Le Tanneur store where you would like to reserve your product to test in boutique before purchase.

What are the steps for E-reservation ?

1. Choose your product and the colour 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 e-reservation 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.

When and how can I collect my reserved products?

Once the e-reservation has been made, you will be informed within 2 hours, depending on the opening and closing times of the store and the availability of your product, by email and text message. Your product will be reserved for 48 hours. Come and collect your product with your email or text message confirmation. If your product is not available in our store anymore, we invite you to renew your reservation request in another store.

In which store should I collect my product?

You need to collect your reservation in the store which you chose during the e-reservation on Letanneur.com.
The store will only be able to reserve your article if enough stocks are available.

What are the time limits for the product to be available?

Once the confirmation email or text message has been received, you have 48 hours to try and pick up your product in store. You can cancel your reservation at any moment, you simply need to click on “Cancel” in the confirmation email.

Where do I pay for the order?

The e-reservation is free. There is no obligation to buy. If you decide to buy the reserved article, the payment will be done in the store you picked online.

Are the online offers available in store?

Ask the staff in the store when you retrieve your reservation.

TECHNICAL PROBLEMS

I am not receiving confirmation or shipping emails?

These emails can possibly be found in your “unwanted” or in your “spam” folder in your email system, these are often more sensible to protect your privacy by identifying mails who are not part of your contact list for example.

I cannot make a payment, what should I do?

If your payment isn’t going through, make sure your card numbers and expiration dates 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 allowing to provide you with the optimal security 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 required information (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.

INFORMATION AND SERVICES

How can I contact the customer service for the Le Tanneur online shop?

You can contact us by email at the following address : service-client@letanneuretcie.com.

How can I fix my product?

For any repair - for out-of-warranty items that have already been used,request, the Customer must contact Le Tanneur 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. product(s), as well as the proof of purchase. If your item is under warranty (twelve (12) months), you will receive an exchange.

Depending on the findings, the product will be taken care of by Le Tanneur's After-Sales Service. Le Tanneur items are guaranteed for 1 (one) year from the date of purchase and 6 (six) months for items sold in the factory outlet.

For items outside of warranty that have already been used, we advise you to visit the nearest Le Tanneur store to you.

How to take care of your leather bag ?

We invite you to consult our leather care guide.