FAQ

LOG IN

+ HOW TO CREATE AN ACCOUNT ?

To create your account please click on this link, then enter your email adress to create an account. Creating your account will allow you to:

- Track your orders online.
- Suscribe to our newsletter to receive news from our house and special previews of our latest products.

+ FORGOT YOUR PASSWORD ?

Please click on the link "Forgot your password ?". You will receive an email containing your new password.

+ I AM UNABLE TO ACCESS MY ACCOUNT

If you are unable to access your account, our teams are at your disposal to help you solve this problem. Please feel free to fill our contact form.

ORDER ONLINE

+ IS THE PAYMENT BY CREDIT CARD SAFE ?

All payments are secured. THEODOR's online store uses a secure payment tool named SOGENACTIF developed by Société Générale bank.
Payment security is based on the authentification of the buyer as well as on the complete confidentiality of all data.
To ensure this security, SOGENACTIF uses proven techniques of cryptography and respects the various banking regulations applicable in France.

+ WHAT ARE THE PAYMENT METHODS ACCEPTED ON THE WEBSITE ?

Our services provide you with two options for a secure payment :

- By credit card: Visa, MasterCard and other credit cards. Your credit card will be charged when your order is taken.
- Or by bank check made out to the company S.F.T.O. 1842 and sent to the following address:

S.F.T.O. 1842
Service Vente A Distance
BP 34B - ZI RN 13
78270 Bonnières Sur Seine

When paying by check, it must be issued from a bank domiciled in France or Monaco.

+ HOW DO I USE MY VOUCHERS  ?

To enjoy your discount coupon, simply enter your code in the dedicated "vouchers" field in your order summary.
A coupon may be provided as part of a promotional campaign, in the form of a code to use when ordering. A discount may be subject to certain conditions:

- A minimum purchase defined by S.F.T.O. 1842.
- A validity date defined by the S.F.T.O. 1842.

YOUR ORDER

+ WHAT IS THE PROCESSING TIME OF AN ORDER ?

Orders are processed from Tuesday to Friday. Our processing time vary according to the requested products. To ensure the freshness and quality of our products, we do not stock our goods. Processing times can therefore be superior to thoses indicated, and we also may be out of stock for some of our products.

+ HOW DO I TRACK THE PROGRESS OF MY ORDER ?

You are given the possibility to track the status of your order from your account. After each order you take on our website, you will aso receive a first e-mail confirming the registration of your order, a second e-mail is used to notify you when your order is being prepared and a third one will be sent when your order has been shipped.

+ I CAN'T FIND THE PRODUCT I USUALLY BUY.

The product you are looking for may no longer be part of our catalog. Our product offers stand as long as they are visible on our website, within the limits of available stock.Concerning the products that we do not stock in our warehouses, our offers still stand within the limits of our supliers' availability.

+CAN I RECEIVE AN INVOICE FOR MY ORDER ?

Under the law of dematerialization aiming, among other things, to reduce the carbon footprint, we are unfortunately unable to send you a printed invoice of your order.

+ I HAVE FOUND AN ERROR IN THE PREPARATION OF MY ORDER

Your order has been prepared with the utmost care by our team. However if your package does not comply with your order, our customer service is at your disposal to collect your claims and requests. You can contact us by filling our contact form or by calling our customer service:

- From abroad: +33 1 34 77 85 87
- In metropolitan France and overseas: 01 34 77 85 87
- Or by mail at : boutique@sfto1842.com

DELIVERY

+ WHAT ARE THE DELIVERY TIMES ?

The delivery of our products is ensured by the services of La Poste.
Costs and delivery times vary according to the choice of the order delivery service (Standard or Colissimo Registered):

- Standard (Colissimo): delivery time is of the order of 2 to 5 business days starting from the shipping date.
- Registered (Colissimo): delivery time is of the order of 2 to 7 business days after shipping, delivered upon signature.

+ HOW DO I TRACK THE STATUS OF MY DELIVERY ?

You can track your shipment by logging into the website Laposte.fr using your Colissimo number. For any questions about your order, please contact our customer service:

- By filling in our form
- From abroad: +33 1 34 77 85 87
- Metropolitan France and overseas: 01 34 77 85 87
- By mail at: boutique@sfto1842.com
- Or by fax : +33 1 34 77 85 84 (from abroad) or at 01 34 77 85 84 France

+ I HAVEN'T RECEIVED MY ORDER, MY PACKAGE SEEMS TO BE LOST

When shipping abroad, times of delivery are longer. Please check regularly the status of your order from your account. However, if you have not received your order, our customer service is at your disposal to answer your questions. For any questions about your order, please contact our customer service :

- By filling in our form
- From abroad: +33 1 34 77 85 87
- Metropolitan France and overseas: 01 34 77 85 87
- By mail at: boutique@sfto1842.com 
- Or by fax : +33 1 34 77 85 84 (from abroad) or at 01 34 77 85 84 France

RETURNS &  REIMBURSEMENTS

+ CAN I RETURN OR EXCHANGE THE ITEMS I PURCHASED ONLINE ?

We hope our products give you full satisfaction. However, if the products ordered online did not fully respond to your expectations, it is unfortunatelyimpossible to return or exchange them due to the nature of our goods that are likely to rapidly deteriorate or expire. However for products of other nature, the customer has, after delivery, a period of 7 days to return the order for exchange or refund.

The customer will have to bear the cost of returning the goods.

QUESTIONS ABOUT TEA

+ WHERE ARE THE TEAS PREPARED ?

Our production workshops, where our teas are prepared, are located in Bonnières sur Seine, near Paris. We willingly keep a very little industrialized production, in order to perpetuate an almost handcrafted work made up of several small workshops, using precious "little hands". We like to stay true to our overall philosophy.

+ ARE THE FLAVORS USED IN THE TEAS SYNTHETIC OR NATURAL ?

In the process of flavouring our teas, we only use natural flavours.

+ I HAVE THE FEELING THAT MY TEA HAS CHANGED

Several factors may explain the evolution of your tea.

Unlike teas filled with synthetic flavours whose composition does not evolve in color nor taste, our teas are largely composed of natural raw materials which is why they evolve, grow and improve over time

Moreover, storage conditions exert influence over the evolution of your teas. They are best taken care of when kept away from heat, light and moisture.

The differences in the perceptions of a same tea can also stem from other causes :

- The time of day, temperature, weather conditions, seasons (eg in the summer, the palate is more receptive to flavors and perfumes);
- Palate perceptions change & vary according to several facotrs : a change in diet, a medical treatment...
- The context of your tea-tasting (for example when the air conditioning is on it is more difficult to feel the aromas).

THEODOR AND YOU

+ CAN I RECEIVE SAMPLES ?

When you shop in one of our stores, we offer samples that allow you to discover our different teas. A sample may even occasionally slip into one of your online order. However, we are unfortunately unable to send you samples as a stand alone package .

To learn more about our products, we invite you to visit one of our shops, where our advisers will be happy personnalize your experience and recommend the products that will meet your needs.

+ I WANT TO SIGN A PARTNERSHIP WITH THEODOR

For partnership inquiries, please write to us at :cm@sfto1842.com

+ I WANT TO DISTRIBUTE THEODOR'S PRODUCTS

For inquiries regarding the distribution of our products, please write to us at boutique@sfto1842.com 

+ I WOULKD LIKE TO SELL THEODOR PRODUCTS IN MY BUSINESS

For inquiries regarding the sale of THEODOR's products, please write us at cm@sfto1842.com