FAQ

LOST USERNAME / PASSWORD

Your Username is easy to remember: it’s your email address.

If you’ve forgotten your password please click on “My Account” at the top of the homepage and then “Forgotten password”. Enter your email address and we’ll send you a new password by email. Then you can access your account and personalise your password in the “My personal information” section.

MY PERSONAL DATA

All the information in your Les Jolies Planches account is only used within the framework of your business relationship with Les Jolies Planches. The processing of such personal data was declared to the CNIL, Reference No. 2075776, on 21 June 2017. You have the right to access, modify, correct and remove any data concerning you at any time, in application of Article 34 of the Data Protection Law of 6 January 1978.

CHANGING OR CANCELLING MY CURRENT ORDER.

It all depends what stage of the process your order has reached. If your order is already “being prepared”, we can no longer change it.

For any other questions, please contact the Customer Services department with your order number and your product reference(s) using the contact form or by emailing contact@lesjoliesplanches.com.

HOW CAN I CHECK IF MY ORDER IS BEING PROCESSED?

A confirmation email will be sent to you after your order has been confirmed and a secure payment has been made. This email provides a summary of the order, indicating the type, quantity and price of the products chosen, the payment method and the delivery address.

HOW CAN I CHECK THE DETAILS OF MY ORDER?

You can find the details of your order, as well as any previous orders, in your account in the “My orders” section. This section also includes your invoices in printable PDF format.

HOW QUICKLY WILL MY ORDER BE DISPATCHED?

The time required to prepare an order depends on the items purchased and can be between 2 and 3 business days. You’ll receive a confirmation email as soon as your order is ready to be dispatched. The delivery deadlines indicated by the carriers should be taken into account from that point on.

HOW CAN I USE MY PROMO CODE?

First, remember to check the conditions of use of your code: period of validity, products involved, minimum purchase, etc. A code can never be refunded. Some codes can only be used once and are not cumulative. If you have a promo code for Les Jolies Planches you can enter it in the “Promo Code” box. Don’t forget to click on “OK” to receive the discount. 

WHAT PAYMENT METHODS DO YOU ACCEPT?

An online card payment is possible: Debit cards, Visa, Mastercard and American Express are all accepted. Card payments are always made in Euros.

We also accept payment via paypal. 

Cheques are not accepted. 

It should also be noted that we do not retain your card details. 

 

ARE CARD PAYMENTS SECURE?

We take the security of payments and the confidentiality of the information you give us very seriously. To this end, the website uses the TLS secure payment system, an improved version of SSL, which makes it possible to encrypt your bank details when they are transmitted over the network. Your bank details are only circulated on the Internet in encrypted form, i.e. they are coded in such a way as to make them completely unreadable. You can tell that the transmission is encrypted by software as soon as the padlock icon appears in your browser.

Transactions are processed via the STRIPE online payment system. 

WHAT IS YOUR CONFIDENTIALITY POLICY?

We guarantee the confidentiality of the personal information collected. The processing of such personal information was declared to the CNIL, Reference No. 2075776, on 21 June 2017.

As Visitors or Customers on the www.lesjoliesplanches.com website, you have the right to access, modify, correct or remove any data concerning you at any time, in application of Article 34 of the Data Protection Law of 6 January 1978.

HOW DO I CONTACT THE CUSTOMER SERVICES DEPARTMENT?

Our FAQ page endeavours to answer your questions as fully and as quickly as possible.

However, if you would like to contact us we’re happy to help:

– Complete the form in the “Contact Us” section and we’ll reply as quickly as possible. We can call you back if you leave us your ‘phone number;
– Or email: contact@lesjoliesplanches.com;

HOW CAN I SEND YOU MY SUGGESTIONS OR COMMENTS?

You can send us your suggestions or comments by emailing contact@lesjoliesplanches.com

Can I change part of my order? Or cancel it?

Once an order has been confirmed, you have an hour to cancel it. Go to your MY ACCOUNT/ORDERS page… After an hour, you have 15 days to return items to us for refund once your package has been received.
If you would like to change one item in your order, please cancel it in full.

How can I exchange or return an item?

After receipt of your order, you have 15 days to return your purchases to us for refund if they are not suitable.
Please place each item in its original packaging to ensure that your refund is straightforward and to facilitate the work of our logistics department.