FREQUENTLY ASQUED Questions

If you need more help, you can contact our customer service :

• By phone : 01 84 17 66 83. Monday to friday (9h30-12h30 and 13h30-17h)
• By our contact form available here. 
• Or directly by e-mail : contact@lupicia.fr
  
  

Information about our teas

• I can't find the tea I want to order, is it still available ?
  Our whole catalogue of teas is displayed on our website, except limited editions
  (only available at our shop in Paris).
  
  For accessories, you can buy a selection of products via our website
  but other references are available in our shop.
  
  If a tea or an accessory is not available, it is labeled "Out of stock".
  So, you can be alerted by e-mail when it comes back in stock.
  
  
  
  
  

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• What type of packages are available ?
  For each kind of tea, you have a choice of 3 different packages :
  

  • 50g loose tea pack, ready for measuring.
  • Tea bags (pack of 10 tea bags), ready for brewing.
  • 50g loose tea pack in metal tin, easy to store. 

  
  
  Gift sets are also available and contain teas and/or accessories.

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• Could you send me a catalogue ?

  A complete catalogue of our teas is available on demand, it can be sent to you
  by e-mail or attached to your parcel. Tea accessories are not displayed on the catalogue.
  
  > Download our catalogue of teas, in PDF format.

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• Could I receive tea samples ?

  YES. With each order, you will receive, free of charge, 3 tea samples of your choice.

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• How to prepare tea ?
  To help you make a good brew to enhance your enjoyment of our teas, 
  a tea preparation guide is available here.
  
  

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My client account

• Create a new client account.
  Your client account is set up at the time of your first order.
  
  To open your account, you will have to type a valid e-mail address and a password.
  This information and a resgitration confirmation wil then be sent to you by e-mail.

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• Modify my personal details.
  If you want to modify your personal details, change your password or unsubscribe to our newsletter,
  go to your account to view and modify your details.
  

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• Forgotten or lost password.
  If you forget your password :
  

  1. Click on the link "Forgotten password" when you log in.
  2. Type the e-mail address used to create your account and validate.

  You will receive an e-mail with your ID and Password.
  
  
  
  
  

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My order

• How my order is confirmed ?
  A confirmation e-mail will be sent to you when your order is registered and confirmed.
  In this e-mail, you will find all your order details, your ID and your Password required to log in to your personal account.

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• I don't live in France, could I order on your website ?
  YES. LUPICIA delivers its products all over the Europe including Germany, Austria, Belgium, Denmark, Spain, Finland, United Kingdom, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Sweden, Switzerland and Norway.

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• I have a promotion code, how do i use it ?

  To activate your promotion code, type the code in the dedicated field labeled "Promotion code",
  located in the third step of your ordering process.
  Once typed, click on the "Validate" button, a confirmation message will be displayed.
   

  
  
  
  

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• Can I choose a different shipping address ?

  YES. Select the option "Different shipping address" in the second tab of your ordering process.
   

  
  
  

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• I don't want to validate my order for now, is it possible to save my cart ?

  YES. If you don't want to validate your order immediately, your cart will be saved for 3 days.
  When you come back on our website, you can access your previous cart
  by clicking on the button "View my cart", located at the top right of the page.
   

  
  
  

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My payment

• What are the different payment methods available ?
  You can pay for your order by credit card or by cheque (only for France) to :
  
  LUPICIA France
  5bis, rue Georges Méliès
  78390 Bois d'Arcy.
  
  Don't forget to mention the reference number of your order on the back of the cheque.

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• Is my payment secured ?
  YES. All payments by credit card are managed by our own bank : CIC on their secure payment platform.
  Depending on the total amount of your order, an authentification code could be resquested to validate
  your payment. It depends on your own bank and you could be requested to type your birhdate
  or a code received by SMS.

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• Could I use my Paypal account ?
  YES. Payment by Paypal is available.

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• How do I know that my payment has been registered ?
  When your payment has been registered and validated by our bank,
  you will receive a payment confirmation by e-mail.

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• My payment has been cancelled, what can I do ?

  If your payment has been canceled, you have to contact your own bank.

  To process your payment again, without registering your order again, you can recall it in your client account. Orders are saved for 45 days and are available in your account.
   

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Order tracking

• What are the different shipping methods available ?
  For metropolitan france :
  Our products are delivered by LA POSTE. There is only one shipping method
  and the overall delivery time is 1 to 2 days. Delivery costs are 5€ for each order. 
  
  For orders over 45 €, there are no delivery costs.
  
  For Europe :
  Our products are delivered by our partner HAPPY POST (www.happy-post.com) which works in collaboration
  with local postal services. 
  
  Delivery costs depend on the country of destination and are indicated during the ordering process.

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• How do i track my order ?
  During the delivery process of your order, you are informed by e-mail and a tracking code is available.
  
  To track your order :
  

  1. Log in to your account.
  2. In the "My orders" step, click on the tracking icon.
  3. A page is displayed and you can view the tracking informations for each of your orders.
      

  
  
  
  

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• What happens if I am not at home when it is delivered ?
  If you are not at home for the delivery, the conveyor will put your parcel in your mail box (if it is possible).
  If it is not, a written notice will be left to inform you how to fetch your package.

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• I still haven't received my order.
  If you haven't received your order, you can track it in your client account or call us to obtain more information.

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• Complaints about my order.
  If you are not satisfied with your order,
  please contact us by phone : 01 30 47 54 28 or by e-mail : contact@lupicia.fr
   

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