Faq
Do you have a question? You might find the answer among our frequently asked questions. If not, feel free to contact us via the Contact Form
🛍️ Placing an order
Do you offer discounts or promotions?
Yes 😊 Several ways to save on your order:
- First order: use code WELCOME to get 5% off orders over €35.
- Loyalty Program: earn points with each purchase to get discounts on your next orders.
- Bulk orders: contact us at info@lapatteverte.com for personalized pricing.
- Newsletter: sign up on our homepage to receive our exclusive offers and flash sales.
Do you offer a professional discount?
Yes 😊 We offer a 10% professional discount for professionals in the canine and feline world.
To benefit, please send an email to:
info@lapatteverte.com
Please include:
- Your company name
- Your SIRET number
- Your profession (veterinarian, trainer, groomer, breeder, etc.)
Once validated, you will receive your own discount code valid for your next orders.
Please note:
- Offer reserved for animal industry professionals
- Cannot be combined with other promotions or discount codes
- Only one discount can be applied per order
What payment methods do you accept?
We accept secure payments via:
- Visa
- Mastercard
- American Express
- PayPal
Is my payment secure?
Absolutely. All payments are secured using SSL encryption.
Your banking information is processed directly by our secure payment partners and is never stored on our site.
Why don't you sell this product?
We are always looking for new natural and quality products 😊
If you know a product you love and don't find on our site, please don't hesitate to suggest it to us.
You can contact us anytime at:
info@lapatteverte.com
📦 My Order
How can I contact you?
You can contact us via our contact form or by email:
info@lapatteverte.com
We generally respond within 24 hours.
Email allows us to maintain a complete history of your request to provide you with the most accurate assistance possible.
Can I contact you by phone?
As a small family business, we personally prepare and ship each order with care.
To provide the best possible service and stay perfectly organized, we operate primarily digitally and therefore do not offer phone support.
Can I modify or cancel my order?
If you wish to modify your order, your delivery address, or cancel your order, please contact us immediately at:
info@lapatteverte.com
As orders are processed very quickly, modifications are only possible as long as the order has not been shipped.
Where is my order?
Once your order has been shipped, you will receive an email containing your tracking number and a tracking link.
You can also find this information in your customer account.
Please note that tracking may take a few hours to appear after shipment.
🚚 Delivery & Shipping
What are the shipping costs?
Metropolitan France, Corsica & Monaco
📍 Delivery to a relay point
(Mondial Relay / Chronopost Shop2Shop)
From €4.50
💚 Free for orders over €49
🏠 Home delivery
(Colissimo)
From €7.50
💚 Free for orders over €99
🇧🇪 Belgium
📍 Relay point: €4.95
🏠 Home delivery: €10.95
🇱🇺 Luxembourg
📍 Relay point: €6.95
🏠 Home delivery: €10.95
For other European countries:
Do you deliver outside of France?
Yes 🌍
Europe: orders can be placed directly on our website.
Shipping costs are automatically calculated at checkout.
Rest of the world: please contact us before placing an order.
Shipping availability depends on:
- your country
- the products ordered
- local regulations
Some products cannot be shipped to certain countries.
For a personalized quote:
info@lapatteverte.com
How do I change my relay point?
If you were unable to select a relay point during your order, the system will automatically assign the closest available relay point to your address.
If you wish to change your relay point, contact us quickly at:
info@lapatteverte.com
Please provide:
- your order number
- the desired relay point
We offer:
- Mondial Relay
- Chronopost Shop2Shop
Find a relay point:
Can I change my relay point if my order is already in transit?
Once your package has been shipped and is in transit, it is generally no longer possible to change the relay point.
In some cases, a modification may still be possible depending on the delivery status.
You can also contact the carrier directly:
Mondial Relay:
09 69 32 23 32
Chronopost Shop2Shop:
09 69 391 391
What happens if I don't pick up my package on time?
Packages remain available for a limited time:
- Mondial Relay: 5 calendar days
- Chronopost Shop2Shop: 7 calendar days
If your package is returned because it was not picked up on time, new shipping fees will apply for a second shipment, even if your order benefited from free shipping.
Initial shipping fees are non-refundable.
If this happens, contact us at:
info@lapatteverte.com
How do I track my order?
Once your order has been shipped, you will receive an email containing your tracking information.
Track your package:
More information:
🔄 Returns & Claims
How do I return an item?
You have 14 days after receipt to request a return.
Returned products must be:
- unused
- in perfect condition
- in their original packaging
Please contact us before any return at:
info@lapatteverte.com
What if my item arrives damaged?
If your package or product arrives damaged, please contact us within 48 hours of delivery at:
info@lapatteverte.com
Please include:
- your order number
- photos of the damage
We will take the necessary steps as quickly as possible.
