FAQ

QUESTIONS ABOUT YOUR ORDER

What payment methods are accepted on mistricotine.com?

Credit cards from the Carte Bleue, Visa, and Mastercard networks are accepted payment methods for orders placed on mistricotine.com. To pay for an order by credit card, the User must provide the cardholder's name, the card number, and, depending on the card type, the expiry date and the security code (3-digit number on the back of the card).

To make their payment by bank card, the customer is automatically transferred to Monetico Payment, the secure payment server of our banking institution, Crédit Mutuel.

The bank card will be debited immediately following payment of the order.

Is the Mistricotine website secure?

Yes. Information transmitted on the mistricotine.com website takes place in a secure environment using current internet protocols. For the security of its transactions, MISTRICOTINE uses the Monetico Payment module developed by Crédit Mutuel , which is PCI DSS certified . This operator uses SSL (Secure Socket Layer) encryption. Bank details are encrypted and then securely transmitted to authorization servers where the data is verified to limit misuse and fraud. At no time does your bank card number pass through our server.

How do I place my order on Mistricotine.com?

Your order is processed by completing the following six steps:

Step 1 : The Customer wishing to place an order selects the desired Product(s) and adds them to their cart by clicking on "Add to cart". The cart can be accessed at any time to modify or confirm it;

Step 2 : After reviewing the summary of the contents of his basket, with the possibility of modifying it, and, if applicable, after specifying the benefits he/she receives, and if he/she wishes a personalized message as part of a gift order, the Customer reads the General Terms and Conditions of Sale which he/she accepts by ticking the box provided for this purpose, then validates his/her basket by clicking on the "Validate basket" button.

Step 3 : Every new customer must fill in the fields provided to create their customer account after clicking the "Validate basket" button.

When creating an account, the Customer must accurately complete the form provided, in which they will include the information necessary for their identification, including a valid email address and a password of their choice (which will be personal and confidential) that they will use later to identify themselves on the site.

Any customer who already has a customer account must log in after clicking the "Validate cart" button, by entering their email address and password.

Step 4 : The Customer is then asked to provide the delivery and billing address.

Step 5 then he chooses his delivery method.

Step 6 At the end of this step, the Customer has a summary page on the screen corresponding to the summary order form.

This page displays:

- the images of the products in the basket,

- the subtotal of the order,

- where applicable, the fixed amount for participation in delivery costs,

- where applicable, the amount of benefits received by the Client,

- the total amount of the order.

- the Client's billing address,

- the delivery address for the products,

The customer is redirected to the secure payment site where they enter their bank details.

The order will only be definitively registered upon final confirmation on the payment screen by credit card. From the moment of this final click of acceptance, the order is considered irrevocable. This final step formalizes the sales contract with MISTRICOTINE.

How can I know if my order has been successfully registered?

Within one hour of placing your order, you will receive a confirmation email:

- Your order registration;

- Details of the items ordered;

- Your personal data including the delivery address

How can I track the status of my order?

In the "My Orders" section of your account, you can track the processing of your orders. You are constantly kept informed of their progress:

- Order registered (payment accepted)

- Order being prepared

Order shipped

What is the delivery area for the website mistricotine.com?

Mistricotine delivers your order throughout mainland France and Corsica, Monaco, Belgium, and Luxembourg. Mistricotine.com does not deliver to P.O. boxes.

Under what conditions is delivery of items free?

Shipping costs are free for Colissimo delivery in Metropolitan France and Monaco to your home or to a collection point: Post Office or Pick up merchant relay.

What are the delivery costs and times?

For any order placed on the site before 12pm, shipping will take place within 24 hours, except Saturday, Sunday and public holidays, in which case shipping will take place the following working day.

The delivery times indicated below are not guaranteed during certain periods of high activity, such as sales periods.

Colissimo delivery is handled by La Poste in Metropolitan France (including Corsica) and Monaco.
Free delivery!
- Delivery within 48 hours, as indicated by La Poste, i.e. 2 working days, for an address in metropolitan France or Monaco.

Colissimo delivery made by La Poste in Belgium

- Delivery fee: €12 to your home, the post office, or a local shop
- Delivery within 2 to 3 business days, as indicated by the postal service. 

Colissimo delivery made by La Poste in Luxembourg

- Delivery fee: €12 to your home or to a local business
- Delivery within 3 to 4 business days, as indicated by the postal service.

How will I be notified when my package is delivered?

Colissimo delivery in mainland France (including Corsica) and Monaco

At home : you will be notified by email 24 hours before the delivery of your package.

At a post office: you will be informed of the availability of your parcel by email and SMS, with a collection slip allowing you to come and collect it at the office within 10 working days.

At a retailer : you will be notified of the availability of your package by email and SMS and you can then come and collect it within 10 working days.

You can track your parcel on the website www.colissimo.fr by entering its number.

Colissimo delivery in Belgium

At home : you will be notified by email 24 hours before the delivery of your package.

At a post office: you will be notified of your parcel's availability at the post office by email and SMS, with a collection slip allowing you to pick it up.

At a retailer : you are notified by email and SMS as soon as your package is available at your retailer.

You can track your parcel on the website www.colissimo.fr by entering its number. 

Colissimo delivery to Luxembourg

Home delivery : You will be notified by email 24 hours before your package is delivered.

At a retailer : you are notified by email and SMS as soon as your package is available at your retailer.

You can track your parcel on the website www.colissimo.fr by entering its number.

Questions about your account?

How do I create and manage my account on the site?
Creating your account on www.mistricotine.com allows you to place your orders, track their processing and manage your profile.
You can modify your account information at any time by clicking on "My Account". After logging in, click on "Edit". Make the desired changes and then click on "Confirm".
Personal information:
In this section, you can manage (add, update) your personal data:
- Contact details
- Addresses

Orders:
In this section, you can track the processing of your orders. You are kept constantly informed of their progress:
- Order recorded
- Order being prepared
Order shipped

My wish list:
In this section, you can create product lists to keep track of your favorite items (gift list, shopping list, etc.). You can save products you've seen on our site and share these lists with your friends.

Is my personal information confidential?

Processing your order and providing access to the services available on the website www.mistricotine.com requires us to collect and record data about you: name, surname, addresses…

This information is essential for us to provide you with quality service. This information is for our internal use only. The files managed by Mistricotine have been registered with the CNIL (French Data Protection Authority). In accordance with the French Data Protection Act of 6 January 1978, you have the right to access and rectify your personal data. You can exercise this right by contacting us by email: serviceclient@mistricotine.com

Can I change my personal information?

You can modify your account information at any time by clicking on "Account". After logging in, click on "edit". Make the desired changes and then click on "confirm".

Personal information:

In this section, you can manage (add, update) your personal data:

- Contact details

- Address 

How can I log in if I've lost my password?
Click the "Forgot your password?" link located in the Account section at the top of each page. Enter your email address; you will immediately receive an email. Then click the link to change your password.