Frequently asked questions about our online store
We have gathered here the questions most frequently asked of our customer service. We hope you will find your answer. If not, please contact us.
How do I create an account on www.lecoinmontagne.com ?
When you want to create an account on our website, simply click the « Create an account » link, located in the white banner, on the left side of the site.
You can also go to the « Customer Area » at the top of the site. Click « Sign up » and fill in the various fields of the form.
Important ! Be sure to keep your email address and your login password safe.
I'd like to log in to my account but I've forgotten my password
If you already have an account on www.lecoinmontagne.com but can no longer find your password, go to the « Customer Area » and click the « Forgotten password » link.
Enter your email address and a new password will be sent to you by automatic email. If you don't receive it within 2 minutes, check the « Spam » or « Junk » folder of your mailbox : our automatic email may be there.
How do I change the quantity of items in my cart ?
When you want to change the quantity of items in your cart, simply click in the white « quantity » box, enter the desired number and click the « update cart » button.
What are the shipping times for my order ?
Order shipments take place from Tuesday to Friday. When you place an order on our site and the ordered products are available, your order will be prepared within one business day at most (D+1). Your order is then delivered by Colissimo within 3 to 5 days.
For larger or heavier items, the time frame is indicated on the product page.
How do I ship my order to an address other than my own ?
On www.lecoinmontagne.com, you can have your order shipped to another person, for example, or to your second home.
Simply enter the desired delivery address when you place your order.
This way, if your order is a gift, you can receive the invoice at home and send the items elsewhere.
How do I track the shipment of my parcel ?
When we ship your order, you receive an email with the Colissimo tracking number.
All you have to do is click the link, which takes you directly to the last known position of your parcel, on the www.colissimo.fr website.
How do I check the progress of my order ?
When we process your order, we regularly update its status.
For example, when our team prepares the items of your order, the status will be « The items of your order are being prepared ».
If some ordered products are out of stock, the status « The missing items of your order are being restocked » will be shown, proof that we have ordered your products from our suppliers.
Most of the time you receive an email indicating the change of status of your order ; however, you can also check its progress from your customer area, under « View the orders I have placed ».
What is the procedure for receiving a parcel by freight carrier ?
When you order a piece of furniture or a product delivered by freight carrier, it is important to follow certain criteria carefully to avoid unpleasant surprises.
On the day your parcel is shipped by freight carrier, you will receive an email from us specifying what is needed for the delivery to go smoothly. The carrier will have your phone number and will contact you for the delivery.
It is extremely important to check the condition of the parcel carefully upon delivery. If you have the slightest doubt, do not hesitate to note reservations ! Moreover, unpacking the product IN FRONT OF the delivery driver will help you avoid any further difficulty, in the event of damage to your product, in order to file a claim.
Indeed, the products are packed and protected by us with care upon shipment. Therefore, if no reservation or observation has been made, we cannot guarantee the replacement of the item(s).
If you have noted reservations and your product is damaged, you will need to send us by email or fax a copy of the signed reservation, and we can then file a claim with our partner carrier.
Your account is charged on the day your order is shipped !
On Lecoinmontagne.com, the amount of your order is charged on the day of shipment !
In addition to its secure payment interface, Lecoinmontagne.com now allows you to be charged the amount of your purchase only when your order is shipped. This guarantees you a transparent process for your purchases.
Here are the 3 possible cases :
- Your items are in stockThe order is shipped and you are charged the total amount of your purchase.
- Only part of your order is in stockWe ship the available products and only charge the amount of what has been shipped.
- Your items are out of stockA 30 % deposit is charged to your account and the remainder will be charged on the day your order is shipped.
What is the automatic call-back system ?
Need help confirming your order ? A question about a particular piece of furniture ?
Now on Lecoinmontagne.com, you can be put in touch immediately with one of our advisers !
This service, completely free, is available on all products in the « Furniture » category as well as at the various stages of confirming your order.
So don't hesitate ! Enter your phone number and click « Call me back ».
Is payment on Lecoinmontagne.com secure ?
On www.lecoinmontagne.com, you can order with complete peace of mind !
Three payment methods are available on our site : Bank card, Paypal and Bank transfer.
You decide to pay for your order with Paypal : this system lets you pay safely, because only Paypal will have your bank details, unlike some sites that ask you to enter your card number without going through a secure site.
Do you prefer to pay by bank transfer ? No problem, just note our RIB/IBAN and get in touch with your bank (or your online service, if you have one) to make the transfer.
Do you want to pay by bank card ? When you choose this option, you are automatically transferred to the secure site of the CIC bank to carry out the transaction, benefiting from their SSL security infrastructure. Under no circumstances do we collect or receive your bank card numbers : payment therefore does not take place directly on our site.
