Frequently Asked Questions
WHY ARE SOME PRODUCTS NOT IN STOCK?
At The Best of Provence, we manage our inventory from our logistics platform, from where your orders are then shipped. However, it may happen that some products are shipped directly from our partner producer (such as wine) or that we haven't yet received them at our warehouse. But rest assured: this doesn't prevent you from ordering and receiving your delivery quickly!
DO YOU HAVE SHOPS WHERE WE CAN DISCOVER THE PRODUCTS?
We don't have a physical shop because our goal is to share the Provençal specialties we've discovered through our travels (mostly at markets rather than in stores) with as many people as possible. And what better way to do that than online! However, if you have any questions about a product, please don't hesitate to contact us: we'd be happy to provide you with all the information you need.
WHERE DO THE PRODUCTS OFFERED ON THE SITE COME FROM?
The Best of Provence team travels to Provençal markets to discover local producers whose products meet the high standards we strive to bring to our offerings. And through these encounters, we discover new partners whom we are delighted to introduce to you! Our motto: excellence in Provence.
HOW DO I TRACK MY ORDER?
Once you have finalized your order, you will receive a confirmation email summarizing your order. You will then receive another email as soon as your order is shipped and picked up by our carrier. In addition, you can also track your order online directly in your customer account. If you have any questions, please don't hesitate to contact us for more information!
WHEN WILL I RECEIVE MY ORDER?
You can find all the information relating to your order in your customer account, under "My Orders", and thus see the progress of your order.
As soon as your order is shipped, you will receive an email informing you that it has been picked up by our carrier.
The delivery time generally observed for mainland France is between 1 and 4 days.
WHAT SHOULD I DO IF THERE IS A PROBLEM WITH DELIVERY?
First, we invite you to check the packages and their contents in the presence of the carriers.
If the package arrives partially open or damaged , please check the contents. Even if the contents are intact, we recommend noting any issues on the carrier's delivery slip. If the contents are damaged, please refuse delivery and state the reason on the delivery slip.
If the package arrives intact , and you accepted the package without checking it, but afterwards you discover that the contents are damaged, we encourage you to take photos of the inner and outer packaging and the products and then send them to us.
Please note that you have 3 days to file a complaint with our customer service department regarding any delivery issues .
HOW DO I CANCEL MY ORDER?
CANCELLATION (before shipment)
If you wish to cancel all or part of your order before it is shipped , simply contact us so we can process your request. You will be fully refunded for the product(s) you wish to cancel. For a full cancellation, any shipping costs charged will also be refunded. If the cancellation is partial, shipping costs may be retained (or deducted from the refund if the total amount of the initial order exceeded the free shipping threshold) to ensure the order is processed correctly.
RETURN (after shipment or delivery)
In the event of a withdrawal ( total or partial cancellation of an order after dispatch or even delivery ), two steps must be followed:
- You must make your request within 14 days of the delivery date of your order by contacting our team .
- you will need to return the product(s) for which you wish to be refunded to the address of our logistics platform which will have been communicated to you by our team.
Please note that you must return the product(s) new, complete, and properly protected in their original packaging . Similarly, the shipping method you choose must offer guarantees comparable to those of the initial shipment .
Finally, the return shipping costs are your responsibility.
To learn everything about your guarantee, please feel free to read our Terms and Conditions.
HOW IS MY PERSONAL DATA USED?
The Best of Provence collects data that allows users to be identified directly or indirectly.
This can include personal data (name, surname, email, etc.), connection data (IP address) or browsing data (the famous cookies).
This data is used only for the following purposes:
- register and authenticate the user
- Process the customer's order and delivery
- send newsletters and communications for commercial purposes
- interact via social media
- collect customer reviews
I'M HAVING A PROBLEM WITH 3D SECURE
Offered by banks to enhance the security of online transactions, the 3DSecure service requires that, after entering payment card codes, the cardholder confirms their identity.
This can be done directly via the bank's smartphone application or by sending a password via SMS.
If you encounter a problem at this stage of your transaction, we encourage you to contact your bank directly.
HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
You are free to unsubscribe at any time by unchecking the subscription options in your account settings. If you encounter any difficulties, please do not hesitate to contact us so we can assist you.