Terms and Conditions of Sale (T&Cs)

Distance selling to private individuals

These general terms and conditions of sale (GTC) apply to any individual placing an order on the website www.lecomptoirdemathilde.com. In force since 1 March 2008, they govern the contractual relationship between LE COMPTOIR DE MATHILDE and its customers. This distance selling applies to METROPOLITAN FRANCE, including Corsica, excluding the Overseas Departments and Overseas Territories. By confirming an order, the Customer unreservedly accepts these GTC, which prevail over any other document.

Le Comptoir de Mathilde reserves the right to modify these GTC at any time. In the event of modification, the applicable GTC are those in force on the date of the order.

Protection of minors

Minors do not have the capacity to enter into contracts, and any collection of data must be subject to the consent of a parent or guardian, who may object to its storage and/or transmission to third parties.

In accordance with Article L. 3342-1 of the Public Health Code, the sale of alcohol is prohibited to minors under the age of 18. By placing an order on our website, the Customer certifies that they are of legal age.

Customer service

For any information, questions or problems, you can contact our Customer Service department Monday to Friday from 8am to 4pm or leave us a message:

By telephone: 04.65.55.01.15

By email: [email protected]

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Article 1 - Ordering

Customers may place orders with or without creating an account on the website www.lecomptoirdemathilde.com. Placing an order constitutes acceptance of the GTC. When creating an account, Customers must provide accurate personal information (surname, first name, address, telephone number, email address). LE COMPTOIR DE MATHILDE undertakes to ensure the protection and complete confidentiality of this data.

Le Comptoir de Mathilde reserves the right to cancel any order in the event of a payment incident or suspected fraud.

Article 2 - Products - Prices

The products offered for sale on the website www.lecomptoirdemathilde.com are presented with all their essential characteristics (ingredients, weight, price, etc.) so that the customer has a complete overview.

The products presented on the website are available while stocks last. Le Comptoir de Mathilde reserves the right to modify its prices at any time. Prices are quoted in euros, inclusive of all taxes (VAT included), excluding delivery costs.

In the event of an obvious error in the price displayed, the order may be cancelled.

Prices include VAT applicable on 01/01/2014 as well as government duties and social security stamps on alcoholic beverages in force on that date. If one or more VAT rates and/or the amount(s) of government duties and social security stamps were to change, this change would be reflected in the sale price of the items and sales documents without prior notice. 

Shipping is free for all orders of 60€ or more to mainland France and the following countries (Belgium, Germany, United Kingdom, Netherlands, Luxembourg, Spain, Austria, Portugal, Italy, Switzerland). This offer may be modified during specific periods, which will be announced in advance.

Article 3 - Delivery - Invoicing

Delivery within the meaning of these General Terms and Conditions of Sale refers to the first presentation of the Item(s) at the delivery address specified by the Customer during the Order process.

The Customer may choose between several delivery methods depending on the country of delivery: 

- Delivery to a collection point via DPD

- Home delivery via UPS or DPD

- Click&Collect – collection in store (see part B of Article 3 of these GTC)

A- Home delivery or collection point delivery

Once confirmed, your order will be dispatched within three (3) working days of confirmation. Working days are Monday to Friday. As the postal service collects parcels at 3pm from Monday to Friday, any orders placed after this time will be processed the following day or one working day later. For personalised products, the shipping time may be extended to 5 working days or more, depending on the information provided on the product page.

During the end-of-year period (October to December), shipping and delivery times may be extended (between 5 and 10 working days for processing and/or delivery).

Once the Order has been confirmed, the delivery address cannot be changed. Le Comptoir de Mathilde cannot be held liable for any errors made when entering the delivery address, resulting in any delay or inability to deliver.

Customers can track the progress of their order at any time from their customer account, in the ‘My Orders’ section or via the tracking link sent to them by email.

Le Comptoir de Mathilde cannot be held responsible for delays caused by carriers. If delivery is impossible due to an incorrect delivery address or failure by the Customer to collect the order from a collection point within 14 days, it will be returned to Le Comptoir de Mathilde. The Customer will be refunded the amount of the Item(s) ordered, minus the shipping costs paid by Le Comptoir de Mathilde.

If a return request is made by the Customer in the event that they have not collected their order on time, Le Comptoir de Mathilde will be obliged to request payment of the shipping costs from the Customer, even if the latter benefited from free shipping on their first order. Upon receipt of payment, the products will be returned.

Please note that for deliveries to Colissimo collection points, it is essential that the contact details of the person receiving the parcel are the same as those provided when creating the customer account. In the case of a gift shipment, where the delivery address is therefore different from the billing address, if the delivery method is to a collection point, the name of the person holding the customer account will automatically be entered. In other words, the identity card requested at collection points will be yours and not that of your friend, colleague, family member, etc.

Delivery coverage: 

To find out which countries we deliver to, click here.

B- ‘Click and collect - In-store pick-up’ service:

This is a free service with no minimum purchase requirement in selected participating shops in mainland France and Belgium.

When the customer chooses this service, the potential sale will be governed by the Terms and Conditions of Sale of the selected shop, with which the customer will interact directly, without any involvement from the lecomptoirdemathilde.com website.

The selected shop will be solely responsible for the order and its fulfilment in accordance with its independent merchant criteria and constraints.

The Products are generally available quickly in the shop selected by the website visitor and will be paid for and a receipt issued directly by the shop, under the conditions in force within the shop.

The prices applied are set by the shop where the purchases will be made.

Eligible Products:

The service is valid on a selection of products identified on the Website.

Eligible Offers: 

Certain offers are not eligible for the Click&Collect - In-store Pickup service.

If one or more Products in the basket are not eligible for the ‘Click & Collect - In-store Pickup’ service, this delivery option will not be suggested when choosing the delivery method during the finalisation of the customer's order, and only standard home delivery or pick-up point delivery methods will be offered.

Once the order has been finalised, the customer will receive an order confirmation by email, sent to the address they have provided, specifying the order number, the list of Products ordered and their prices, as well as the contact details of the selected store.

It should be noted that once the in-store collection option has been selected, the store and its company, as an independent retailer, take over the relationship with the customer. All subsequent communications and transactions between the customer and the store will be carried out independently and without any connection to Le Comptoir de Mathilde.

The click and collect function may be disabled on the website during special promotional offers and for a limited period.

Preparation and availability:

To collect your order in store, simply present the confirmation email you received directly to a sales assistant.

C- Invoicing

The invoice is made out in the name of the customer placing the order, unless otherwise expressly stipulated on the order form. It is available in the customer area and is not printed or included in the parcel.

D- Special offers and promotions

The offers presented on the website are valid as long as they are visible and while stocks last.

E- Breakdown:

Any damage (breakage, deterioration) or missing items upon delivery must be noted on the delivery note and immediately reported to our Customer Service Department, which will undertake to resolve the dispute in accordance with the terms of Article 5, paragraph B. Any failure to make a reservation on the delivery note will result in the claim not being accepted, except in cases where the damage could not be seen without opening the package. In this case, the customer may return the damaged package to their post office within 48 hours to file a claim. This last clause only applies to packages sent by post. Otherwise, the customer must send our customer service department photos of the damaged items and the box with the delivery note visible. Without these items, we will not be able to process the claim. 

Article 4 - Availability

All products shown in our online catalogue are available for delivery while stocks last. Their availability is indicated alongside each product. 

In the event that one or more of the products ordered are out of stock, LE COMPTOIR DE MATHILDE undertakes to inform the customer as soon as possible, either by email or by telephone, within a maximum of three working days.

The customer may then either:

- cancel all or part of their order and receive a refund within a maximum of 15 days (see refund terms in Article 5, paragraph A) or receive a credit note.

- accept the new delivery time. In the event of a new partial delivery, all costs will be borne by LE COMPTOIR DE MATHILDE.

- accept a substitute or exchange product.

LE COMPTOIR DE MATHILDE reserves the right to cancel all or part of orders placed by customers in the event of supplier failure, force majeure, or for agricultural products subject to seasonal production (honey, fresh fruit jams) that have become unavailable. Customers will be informed and reimbursed if necessary.

Article 5 - Returns, refunds, disputes

A- Cancellation period, returns and refunds:

In accordance with Article L. 221-18 of the Consumer Code, the Customer has a right of withdrawal of 14 days from receipt of the order to return items to COMPTOIR DE MATHILDE for exchange or refund. When the deadline expires on a Saturday, Sunday, or public holiday, it is extended to the next working day.

Exceptions:

• Food products cannot be returned or refunded.

• Personalised products cannot be returned or refunded.

• Opened or damaged products cannot be returned or refunded.

Personalised products: Once the visual has been approved and the order placed, no changes or cancellations will be accepted, even in the event of an error on the part of the Customer.

The terms and conditions for returning and refunding paid items are as follows:

- One or more products from the delivery are returned at the customer's request without having been opened: the return costs are borne by the customer who wishes to return the parcel. The customer has the option of placing a new order. The Customer will be refunded the amount of the product(s) upon receipt and inspection by Le Comptoir de Mathilde, minus the amount of shipping costs paid by Le Comptoir de Mathilde.

- The product(s) are returned for a reason attributable to LE COMPTOIR DE MATHILDE:  A return label will be sent to be affixed to the shipping box and the items will be reshipped once the postal service has confirmed receipt of the parcel.

Any product that has been opened and/or whose packaging has been damaged will not be refunded.

The refund period will not exceed 15 days after the product has been returned to LE COMPTOIR DE MATHILDE – E-Commerce Customer Service – 952 Chemin de Piolenc – 84850 Camaret-sur-Aigues and its integrity has been verified. The refund will be made using the same payment method used for the initial order.

B- Dispute:

The Customer Service Department is available to customers to resolve any disputes that may arise.

The department undertakes to:

- respond to all requests for information, regardless of the method used (letter, email, telephone call, fax).

- to call back or write to the customer, even if there is no immediate solution to the complaint.

- to process complaints within 10 days of the date of receipt of the dispute by the company. If a solution cannot be found within this period, an acknowledgement of receipt will be sent to the customer with an indication of the processing time.

In all cases, please contact ‘CUSTOMER SERVICE’

LE COMPTOIR DE MATHILDE - 952 chemin de Piolenc - 84850 Camaret-sur-Aigues

Tel. 04.65.55.01.15 - Email: [email protected]

Article 6 - Warranty - Quality

Le Comptoir de Mathilde guarantees the quality of its products. 

If, despite all the precautions taken by LE COMPTOIR DE MATHILDE in selecting its products, the customer encounters a hidden defect relating to quality, they must report it as soon as possible to the ‘QUALITY DEPARTMENT’ so that the necessary corrective action can be taken, consisting of replacement or refund of the product.

For information purposes, only products labelled ‘GROCERIES’, which are subject to expiry dates, have a ‘best before date’ on the packaging, which varies depending on the product, from a few months to several years. However, these products remain safe to consume after this date. They may, however, have partially lost some of their taste and nutritional qualities.

Products must be stored under normal conditions (away from heat, humidity and excessive light for glass containers). Failure to comply with these normal storage conditions cannot be grounds for complaint, and LE COMPTOIR DE MATHILDE declines all responsibility in such cases.

Please send your request by email with a photo of the product(s) in question to: [email protected]

Article 7 - Payment

1. Payment by credit card (secure payment via Mollie)

Le Comptoir de Mathilde accepts payments by Visa and Mastercard when you place your order.

SECURITY 

Payments on this website are made by credit card through a secure payment system. Your bank may ask you for a code to validate the payment (3D SECURE). This code will be sent to your mobile phone by your bank. This website secures your confidential information. 

To further protect your banking information, Le Comptoir de Mathilde does not store it. This is why you will need to provide it each time you place a new order.

Le Comptoir de Mathilde reserves the right to suspend or cancel any order and/or delivery in the event of non-payment by the Customer, a payment incident and/or fraud in the use of the website or the payment method chosen by the Customer.

2. Payment via PayPal

You can choose to pay for your purchases via the PayPal system, either through your PayPal account or directly by credit card without having to create an account. PayPal is the leading electronic wallet system, recognised worldwide for its reliability. 

2. Payment by Le Comptoir de Mathilde Gift Card

The Customer may use a Le Comptoir de Mathilde gift card to pay for all or part of their order. If the balance on the card is insufficient, another payment method must be used to complete the payment.

Article 8 - Competent jurisdiction

The terms and conditions of sale are governed by French law. Any disputes that may arise between the parties concerning, among other things, the validity, interpretation, performance or termination of the contract shall be settled definitively by a court determined on the basis of the customer's place of residence.

Article 9 - Commitments

A. Privacy

- LE COMPTOIR DE MATHILDE undertakes to comply with industry standards.

- In accordance with the French Data Protection Act of 6 January 1978, you have the right to access and rectify any data concerning you.

This information may be passed on to third parties. If you do not wish this to happen, please inform us by post at: LE COMPTOIR DE MATHILDE - 952 Chemin de Piolenc - 84850 Camaret-sur-Aigues, specifying your full name and address.

- The LE COMPTOIR DE MATHILDE website is registered with the CNIL (Commission Nationale Informatique et Liberté) under number 1386027.

B. Security

LE COMPTOIR DE MATHILDE is a member of the remote payment system for CB cards or CB-approved cards on the Internet, using the GIE CB SSL protocol.

Payment by bank card for orders placed online on the website is completely secure thanks to Mollie payment software.

Article 10 - Liability

The photographs and texts reproduced and illustrating the products are not contractual. Consequently, LE COMPTOIR DE MATHILDE cannot be held liable in the event that a product's packaging (shape of the container, label, box) differs from that shown in our electronic catalogue.

LE COMPTOIR DE MATHILDE cannot be held liable for any damage resulting from the misuse of the products offered for sale.

Article 11 - Intellectual and industrial property

Any reproduction or use of the registered trademark LE COMPTOIR DE MATHILDE, or of any texts, comments, photographs or images associated with the trademark and commercial documents, is strictly prohibited and may result in legal action under intellectual and industrial property laws.

Customisable products are manufactured by LE COMPTOIR DE MATHILDE in accordance with the specifications provided by the Customer in their order. LE COMPTOIR DE MATHILDE does not exercise any control over third-party rights with regard to the markings reproduced on the Products. The Customer therefore undertakes not to use, download or reproduce any files, texts, data, photos or images that may infringe the rights of third parties, such as intellectual property rights, image rights or any rights relating to the protection of the privacy of others. The Customer declares that they hold all the necessary intellectual property rights and authorisations for the images, names, logos, inscriptions, texts and all elements and content affixed to the Products ordered. The Customer is solely responsible for any violation of third-party rights for unauthorised use of a third party's rights or image without their prior authorisation. In the event of a claim or legal action for unauthorised use of a third party's rights, the Customer shall bear all costs related to this procedure as well as any penalties that may be imposed.

Article 12 - Respect for morality and decency

Any order for Products containing the following elements will be systematically refused by LE COMPTOIR DE MATHILDE: content that is vulgar, defamatory, abusive, obscene, racist or xenophobic, pornographic, illegal or potentially illegal content, content that encourages the consumption of alcohol or tobacco, or more broadly any content that LE COMPTOIR DE MATHILDE considers to be contrary to morality and the law, as well as to the values and interests of LE COMPTOIR DE MATHILDE. LE COMPTOIR DE MATHILDE's refusal to perform the requested service shall not entitle the Customer to any compensation in this case. If the Customer has already paid for their order, they will be reimbursed by bank transfer to the account used for payment.

Article 13 - Loyalty programme

Customers can join the loyalty programme offered by Le Comptoir de Mathilde free of charge.

This programme is governed by specific Terms and Conditions of Use, which can be accessed at any time by clicking on the following link: 

Download the Terms and Conditions

Membership of the programme implies full and complete acceptance of these General Terms and Conditions of Use.