Faq Sections

User account
How to create an account?

To create an account in 3 clicks, it’s so easy:

1. Click on the "Sign in" button at the top right of the pages.

2. Click on the button "NO ACCOUNT? CREATE ONE HERE"

3. Fill out the form fields and click on the "SAVE" button ...

... Your account is activated and you are now logged in!


Why create a customer account?

You may have a customer account to enjoy full services of the site « remember-provence.com » that are reserved for our customers.

We only ask you for a minimum of information such as a billing address, delivery, an e-mail address.

The information concerning your birthday or our newsletter is optional but you open the possibility to receive certain privileges like the last new products, coupons, gifts, etc ... For professionals, the fields "Company name" and "Tax Identification Number" are required to ask for a pro account.

Important: Your personal data is only used in the processing of your orders (see Our data protection policy) and you can change your account information at any time (see How to modify my personal data?).


Forgot your password?

You forgot your password to access your account ... Don’t worry!

For security reasons, we never pass on your password to anyone (including yourself).

To access your account again, you must reset your password by following very simple steps:

  1. Go to the "Forgot your password?" page
  2. Fill in the email address of your account and click on the "Send reset link" button.
  3. A password request confirmation is sent to you by email: check your email box including any spam messages.
  4. Confirm your reset request by clicking the link provided in the email.
  5. Enter a new password and confirm.

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Promotions & Gift cards
How to buy a gift card?

1 - Go to the page "Gift Cards".

2 - Select a template based on the occasion and click the "Continue" button.

3 - Choose the value of your gift card and personalize it by filling in the fields "From", "To" and "Your message". Then confirm with the "Continue" button.

4 - Select the reception mode:

- Print at home: the gift card is sent to you by email in PDF format.

- Send by e-mail: the gift card is sent by email directly to the beneficiary on the chosen date.

You can then view the gift card by clicking on "Preview" and add it to your cart by clicking on "Add to cart".

Then place your order normally and safely (see "How to place an order?")


How to use my gift card?

To use your gift card:

Make your shopping normally and add the desired items to your cart.

When you're done, go to your cart and click on "Have a promo code?"

Enter the code of your gift card and click on "Add".

If the code entry is correct, the amount of the gift card will be automatically deducted from the total amount of your order.

You can then finalize your order normally.

Good to know: If the amount of your cart is lower than your gift card, you have nothing to pay (only the shipping cost). The remaining amount of your gift card is not lost. It is credited on a new coupon available, for a next order, in your account under the heading "Coupons".


What are the terms of use for gift cards?

You can use your gift cards at any time for a period of 12 months from the date of purchase.

You can use them partially and in several times as long as the value of the card is not used up.

You can accumulate them and use them with coupons without minimum purchase amount and throughout the site (including sale products).

On the other hand, the refund of a gift card is not possible, and refunded orders having used a gift card are refunded in the form of a new gift card.

Note: It is no longer possible to use a gift card for an order already confirmed (you can then use it for a next order).


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Orders
How to place an order?

To place an order in a few simple steps:

  1. Log in or register if it's your first visit by clicking on "Sign in" (see How to create an account?).
  2. Choose your items and add them to your cart (see picture below).
  3. Once your item selection is complete, go to your cart to finalize your order.
  4. If you have a coupon, click on "Do you have a coupon code? And indicate it then click on "order"
  5. Choose your shipping address and your billing address if it is different. You can create another address if necessary (see "How to manage my addresses?").
  6. Check out your order information and confirm it.
  7. Select your carrier.
  8. Select your payment method (credit card, PayPal, Apple Pay, ... or bank transfer).
  9. In just a few minutes you will receive an e-mail confirming your order.

How to modify or cancel an order?

For simplicity, you can not modify an order, you must cancel it and create a new one.

To cancel an order,

  1. Access your account.
  2. In the section "My orders", click on the order to cancel.
  3. In the "Add a message" tab, request the cancellation of your order.

Upon cancellation of your order, we proceed to refund.

IMPORTANT: An order can only be canceled if it has not been shipped yet.


No order confirmation?

The following checks should solve the problem:

1. In your email software, check your "Spam / Junk Mail" folder.

2. Log in to your account and, in the "My information" section, check the email address you provided to register on Remember Provence. If there is an error, correct it.

3. Look in the section "My orders" of your account if your order has been registered.

If, despite the above advices , you do not find the confirmation e-mail, please contact our customer service who will do everything possible to help you.


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Payments
What are the payment methods?

To adapt to everyone's needs, we accept the following payment methods:

Credit cards: : Visa, Mastercard, Amex, Discover, JCB et Diners Club Paiement par carte - logos

BUT ALSO:

logo paypal,    ,   Logo Sofort


Are the payments secure?

We are anxious to meet the expectations of all by offering a high level of security at each step both on the protection of your personal data and the various means of payment that you are likely to use.

Remember Provence uses the HTTPS protocol (present at the top left in your navigation bar) which ensures the integrity, security and confidentiality of data when transferring information between your terminal (computer, tablet, smartphone) and our site. You can browse our site without any concern for spying or hacking your data.

The payment on Remember Provence is perfectly secure. All information that you provide to us during your payment is protected and encrypted by the SSL (Secure Sockets Layer) protocol. Whatever the means of payment used, Remember Provence has, at no time, knowledge of your banking data and they are never registered on our site.

Remember Provence uses the experience of specialized partners (Paypal and Stripe) in the field of secure payment who have the responsibility and recognized skills to conduct financial exchanges between you and our site. These partners have all the guarantees and even more:

- A PCI DSS compliance certificate for the bank cards offered on the site (Payment Card Industry Security Standard). 

- Compliance with the instructions of the ACPR of the Banque de France for the fight against money laundering and the financing of terrorism (LCB-FT in French / AML-CTF in English).


Can I pay by check?

Payment by check is not possible on Remember Provence.

Discover all our other payment methods!


Referral program
Who can benefit from the sponsorship program?

Anyone with an account (except business customers)!


How to sponsor my entourage?

It's quick and easy :

  1. In your account, go to the section "Referral program".
  2. To send an invitation by email, fill in the name, first name and email of each of your friends. Then validate the general conditions of the program (your friends will automatically receive an email inviting them to visit the site with your referral code). If you want to sponsor more people, repeat the process as many times as necessary.
  3. You can also disseminate your email address, your referral code and / or the ready-to-use link available.

In any case, tell your friends to indicate your email or your code of sponsorship in the registration form. 

Once you have posted your sponsorship, you can follow the activity:

  1. In the tab "Pending friends" are listed the friends you have sponsored but who have not yet registered on the site (and for which you have not yet received a coupon). You can then restart them.
  2. In the tab "Friends I sponsored" are listed the friends who registered on the site (and for which you received a first coupon). It is also indicated those who have (or have not) ordered (a second coupon is sent to you only if your friend has placed at least one order).
  3. In the "Statistics" tab, view the number of referrals and the number of orders from your referrals.

What do I earn if I sponsor my friends?

Our sponsorship program allows you to earn coupons very quickly and easily:

  1. You earn a 10% discount voucher each time one of your friends registers on the site by filling in your email or referral code.
  2. You earn another 10% coupon every time one of your sponsored friends places its first order on the site.

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Shipping & delivery
What are the delivery methods?

For the delivery of orders, REMEMBER PROVENCE is associated with recognized transport professionals who ensure delivery in more than 100 countries worldwide and a quality of delivery at an optimized cost. This also allows us to offer, for each order and in most cases, several carriers with different rates and delivery times to give you a large decision latitude according to your priorities.

The most common carriers : DHL, TNT, UPS, FedEx, Sodexi, Chronopost, Colissimo, Mondial Relay, ...

Logo Mondial relayLogo ColissimoLogo Chronopost   Logo DHLLogo TNTLogo UPSLogo FedExLogo Sodexi  

Possible delivery methods are:

  1. At the address of your choice in standard delivery,
  2. At the address of your choice in express delivery,
  3. At the point of withdrawal of your choice.


What are the delivery times?

As of the day of validation of your order, the time of reception of your parcel (in working days: Monday to Saturday) varies according to the address of delivery. The delays generally observed are:

  • For metropolitan France, 2 to 5 days.
  • For Europe, 3 to 7 days.
  • For North America, 5 to 10 days.
  • For Africa and the Middle East, 5 to 10 days.
  • For South America, Asia and Oceania, 7 to 15 days.

How to follow the delivery of my parcel?

As soon as your order leaves our warehouse, we send you an email confirming the shipment of your package with a tracking link to track delivery on the carrier's website.

This tracking is also possible from your account: In your account, click on "My orders" and select the order concerned. You have the same tracking link to the carrier's website. 


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For professionals
Why create a PRO account?

You are a professional and you want to use and / or resell our products as part of your activity. Remember Provence offers conditions and products specifically tailored to professionals:

  1. Prices displayed excluding taxes,
  2. Very attractive PRO rates,
  3. Special offers reserved for our professional customers.  

So do not hesitate and open a PRO account (see "When and how to create a PRO account?").


Can you send me your pro rates?

In order to know our professional rates, we invite you to create a PRO account.

Obtaining a professional account is done in two stages:

  1. First you must request it by creating a standard account (see "How to create an account?") in which you also indicate clearly the name and VAT number (EU countries) of your company (the last 2 fields of the form).
  2. After receiving and validating your registration, we send you an email confirming the creation of a PRO account.

Once your business account is activated, first identify yourself to display the store with the conditions and prices associated with the professionals.


When and how to create a PRO account?

As long as you do not have a PRO account (and / or you have not logged in), you view products and public prices like all our individual visitors. To view and benefit from the conditions applied to professionals (prices without VAT, professional discount, special offers, etc ...), you must log in using a PRO account. For this reason, we advise you to obtain a PRO account quickly in order to benefit from the best conditions of sale which are associated there.

Obtaining a professional account is done in two stages:

  1. You must first do the request by creating a standard account (see "How to create an account?") in which you also indicate clearly the name and VAT number of your company (the last 2 fields of the form). 
  2. After receiving and validating your registration, we send you an email confirming the creation of a PRO account.

Once your business account is activated, each time you visit, first identify yourself to display the store with the conditions associated with the professionals.

It's quick and easy ! 


Return & Refund
How to return an item?

You want to make a return? It's simple and you have 14 days to do it (from the date of delivery).

Prepare your return in 3 steps:

1 - Make your return request

Start by logging into your account with your login credentials. In the "My orders" section, select the relevant order. Check the items to be returned and indicate the reason for the return. Click the "Request a return" button.

Upon receipt of your request, we create a tracking of your return, you can then print out the return of merchandise available from your account in the "Merchandise Returns".

2 - Send your package

To do this, follow these instructions:

  • Pack the items very carefully (if the items come back degraded, your return may be refused).
  • In the plastic bag stuck on the cardboard, instead of the delivery note, place the previously printed merchandise return slip.
  • Contact your favorite carrier to deliver your return package to the following delivery address:

Remember Provence SAS

527 Chemin du Vallon des Brayes

F-13880 VELAUX

FRANCE

IMPORTANT : If your return is due to an error from Remember Provence, the cost of return will be refunded upon presentation of an invoice. Otherwise, the return costs will be your responsibility.

3 - Closing of the return and reimbursement

Upon receipt of your parcel, we proceed to the closing of the return and, if necessary, the replacement or the refund of the articles according to your choice.


General FAQs
A cookie ... why? how?

Why sign up for the newsletter?

Thanks to the newsletter, find all the news Remember Provence. We inform you regularly by email of new trends and our latest offers.

By signing up, you get lots of benefits:

  1. Coupons: With your exclusive coupon for any newsletter subscription, order at amazing prices!
  2. Promotions : preview our special offers and book your favorite items in our catalog as soon as possible.
  3. What's new:  discover all new products, product categories and new models without delay!

To register, go to the bottom of the page and simply indicate your email. You will immediately get a coupon for your next order! If you wish to unsubscribe, you can do so at any time by clicking on the link included at the bottom of the newsletter page or from your user account in the "My information" section.

Important : In order to receive messages from Remember Provence (including confirmation and order tracking emails), we recommend you add the addresses [email protected] and [email protected] to your address book.