We ship all over the world
General terms of sale
This translation is provided for information purposes and only the French version of our general terms of sale shall be deemed to be authentic.
The present general terms of sale govern all relations between our Company:
Palais des Thés
joint stock company with capital of €587.680 ,
registered in the Paris Register of Companies as number 339 752 636,
with registered office at 64, rue Vieille du Temple 75003 PARIS, France
(hereafter designated as " Palais des Thés ") ;
And,
Any online customer (hereafter designated as " customer ") making a purchase on the "palaisdesthes.com" website which can be accessed at the following address:
www.palaisdesthes.com (hereafter designated as the " Website ").
Sales made and orders placed via the Website with Palais des Thés are governed exclusively by the present general terms of sale, any document or correspondence from the customer being excluded.
An essential and determining condition of placing an order with Company Palais des Thés is the implied acceptance, in full and without reservation, by the customer of the present general terms of sale.
Should Palais des Thés choose not to exercise the right to apply any of the present general terms of sale at a given time this shall not, under any circumstances, be interpreted as a renunciation by Palais des Thés to exercise the right to any of said conditions at a later date.
Identification
To place an order, the customer should fill in the order form shown on the Website. Orders shall not be deemed to have been accepted definitively and the sales contract shall not be considered as established until confirmed by Palais des Thés.
All orders shall be invoiced in accordance with the tariffs valid on the date that the order is recorded Palais des Thés.
Palais des Thés cannot guarantee the availability of all articles offered in the Catalogue, despite every effort being made to supply said articles. In the event that an article ordered is out of stock, Palais des Thés shall substitute the missing product with a product of equal or higher quality (at no extra charge) to avoid delay in delivery, unless otherwise indicated expressly by the Customer when the order is placed.
Palais des Thés reserves the right to cancel any order placed by a customer who has failed to pay for a previous order.
Information provided by the customer when placing an order is binding: in the event of error, Palais des Thés shall not be held responsible where incorrect information renders delivering the product impossible.
Photographs, diagrams or drawings used to illustrate the products are provided strictly as an indication only and are not contractually binding.
Payment
When ordered by telephone or fax, our products are payable upon order, by bank card only (VISA, EUROCARD, MASTERCARD).
Any unpaid sum due to insufficient funds in the customer's account or due to wrongly communicated bank details on the part of the customer is subject to a €20 fee per payment incident.
Deliveries
Delivery deadlines are provided as an indication only and are not guaranteed. Failure to deliver by the date specified shall not give rise to penalties for delay, damages or interest, withholding payment or cancellation by the customer of the order, irrespective of the causes, length or consequences of the delay.
Furthermore, deadlines quoted shall be suspended ipso jure in the event of any occurrence independent of the will and/or control of Palais des Thés which results in delivery delay and notably in the event of shortage of raw materials essential to the manufacture, delayed delivery or non-delivery by any supplier to Palais des Thés, stockout of product(s) in question and any case of force majeure.
- Delivery out of France Metropolitaine :
All deliveries abroad and to French departments and territories overseas are systematically delivered by " INTERNATIONAL DELIVERY ", in accordance with the postal tariffs applicable on the order date. All postal expenses will be charged to the customer.
Orders are dispatched by the end of the next business day. Orders are usually delivered to EU countries within a few days (4/6 days for UK, Germany, Italy, Spain, Belgium, Holland and Luxembourg - 1 week for other EU countries). For non EU countries, orders are usually delivered within 2 weeks (4 days for Switzerland and Norway).
Shipping costs are quoted automatically on the web order form, at time of checkout, based on the weight of your order and the country of delivery.
- Delivery to mainland France Metropolitaine
Any order to a single address can be dispatched as follows:
- by PRIORITY SHIPPPING guaranteed delivery time within 2 business days for 9 €
- or, by STANDARD SHIPPING with signature within 4-5 business days for 6 €
- or, by STANDARD SHIPPING in a retailer point or at your home without signature within 4-5 business days for 5 €
All standard shipping are free for any order over 35€ (after discounts)
Signature and proof
For all online payments by bankcard, the acknowledgement supplied by the automatic payment system shall suffice as proof of the transaction amount and date, in accordance with the provisions of article 1316 and subsequent articles of the French Civil Code.
In any event, validating the order shall have the same legal force as signature and implies express acceptance of any operations carried out on the website.
Product returns
Our products are dispatched at the risk of the customer. It is the responsibility of the customer to check the package, without fail, as soon as it is delivered by the transport company.
The customer must send any claims with regard to damage or partial loss affecting the products delivered, by registered letter with acknowledgement of receipt to the transport company and Palais des Thés, within a period of three working days from the date on which products are received.
Moreover, any claim for visible product defects, for whatever reason, must be addressed to Palais des Thés, by registered letter with acknowledgement of receipt, within 8 (eight) days of receipt of products ordered, the customer is deemed to have accepted the products without reservation on expiry of this period.
It is the responsibility of the customer to supply Palais des Thés with any proof required for the claim.
In the event that the customer's claim is accepted by Palais des Thés, the latter shall arrange for, at its discretion and in accordance with stocks available, the exchange or return of said products, credit notes being provided for returned products.
Right of rescinding
According to the provisions of articles L.121-21 et seq of the Consumer Code, following an online order, the customer has a period of 14 working days from the delivery date to exercise their right of cancellation. If this period expires on a Saturday, a Sunday, a public holiday or non-working day, this period will be extended to include the first subsequent working day.
To exercise your right of cancellation, please follow the steps below:
- 1. Print the form: Cancellation request
- 2. Fill in the form and sign it
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3. Stamp and return the form to the following address or by email: service-client@palaisdesthes.com
Palais des Thés
Mail order sales
10 rue Mercoeur - 75011 PARIS - 4. Upon receipt of your request, the customer service department will contact you to organise the Product return. You remain responsible for paying direct costs.
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5. After contacting the customer service department, return the package containing the Product(s) to the following address:
Palais des Thés
Cellule 3
10 avenue de l'Europe
77600 Bussy Saint Georges
Please note: the Products must be returned to the above address and cannot be returned in-store.
Loyalty programme
1 Introduction
The Theophile programme is the PALAIS DES THÉS loyalty programme, and its purpose is to reward loyal PALAIS DES THÉS customers with exclusive benefits. The programme is valid in PALAIS DES THÉS stores in Metropolitan France (with the exception of corners and retailers) on the Website and by telephone.
2 Terms and conditions of membership
- (a) Membership of the programme is free and open to any adult natural person. Companies and other business organisations are not eligible. A first purchase with no minimum amount is needed in order to join the loyalty programme.
- (b) You can join the Theophile programme in stores in Metropolitan France, as well as by telephone or on the website using your User Account. When doing this we will require the Customer to provide certain personal information: title, surname, first name. Some additional information may be requested: email address, postal address and date of birth.
- (c) Membership is on a strictly individual basis. Any accumulated points, known as "buds", cannot be transferred to third parties, or exchanged for money.
3 How the loyalty programme works
- (a) Membership of the Theophile programme comes in four categories: Théophile, Théophile Silver, Théophile Gold and Théophile Imperial. Each status provides access to exclusive benefits.
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(b) The general principle is as follows: For every euro a member spends on tea or herbal tea, he or she receives one bud. A member's status is determined by the number of buds he or she has accumulated over the last 12 months and at least one purchase must be made over the last 12 months: :(i) Théophile: up to 79 buds collected(ii) Théophile Silver: between 80 and 149 buds collected(iii) Théophile Gold: between 150 and 299 buds collected(iv) Théophile Imperial: 300 buds or more collected
- (c) Customers who benefit from the 10% discount that was previously offered may continue to do so, provided that they continue to collect 80 buds or more over the last 12 months.
If they do not collect 80 buds or more, they will lose this benefit and it cannot be regained. - (d) Membership status is retained for at least 1 year (the Customer can upgrade his or her membership in this time, but his or her level cannot decrease for 12 months after the new membership status is achieved). One year after he or she changed status, the member either keeps his or her status, or goes down to a lower status based on the number of buds he or she collected over the last 12 months.
- (e) Buds can be collected from the day the member joins the Theophile Programme. Buds cannot be added retroactively for purchases earlier than this time. In order to collect buds, the purchase must be made as a member logged in to our website, or as a member identifying themselves as such in one of our stores or to our call centre.
- (f) A bud is valid for 1 year.
4 Benefits
- (a) The Théophile programme benefits are provided to you for the entire period of your membership provided that these are not changed or removed by PALAIS DES THÉS.
- (b) To learn more about the benefits of the different statuses, please visit the customer portal on the website
5 Unsubscribing
You can end your membership at any time by writing to PALAIS DES THÉS by post to the address Palais des Thés – 10 rue Mercoeur 75011 PARIS, France, or by calling our Customer Service line from Monday to Saturday: 9 a.m. - 6 p.m. on +33 (0)1435 69090 (at no additional charge from a landline)
6 Suspension, modification or cancellation of the Theophile programme.
PALAIS DES THÉS reserves the right to exclude a person, to modify or to cancel the Theophile programme at any time.
Gift cards
LE PALAIS DES THES, a "Société Anonyme" under French law with capital of 587,680 euros, registered in the Paris Trade Register under number 339 752 636, with headquarters at 64, rue Vieille du Temple – 75003 PARIS – France (hereinafter "PALAIS DES THES") manages a multichannel system of Gift Cards (hereinafter the "Gift Cards") which can be used by any customer (hereinafter the "Customer") in any Palais des Thés store located in Metropolitan France which is participating in the Gift Card system as shown in the list in Appendix 1 (hereinafter the "Participating Store") and in the online store https://www.palaisdesthes.com/fr/ (hereinafter the "Website").
The purpose of these terms and conditions (hereinafter the "T&Cs") is to govern the sale, methods, content and conditions of use for the Gift Cards, and the rights and obligations of the Customer in this context.
By purchasing and/or using a Gift Card, the Customer agrees to accept and abide by these T&Cs in full, a fact that the Customer expressly acknowledges. The Customer undertakes to use the Gift Cards in accordance with the provisions set out in these T&Cs.
Article 1: Purchasing a Gift Card
1.1. Purchase by the Customer
The Gift Card may be a physical card or a virtual e-Gift Card.
The physical Gift Card can be purchased in any of the Participating Stores in Metropolitan France.
The e-Gift Card can be purchased on the Website.
To purchase a Gift Card, the following conditions must be met:
- i. the purchaser must be an individual with the legal capacity to enter into a contract;
- ii. the purchaser must accept these T&Cs;
- iii. when purchasing on the Website, the purchaser must create a user account.
A unique number is included on each Gift Card.
The Customer has the option to purchase a Gift Card for themselves or to give this to a person of their choosing. When purchasing an e-Gift Card, the Customer may enter the e-mail address of the beneficiary of the Gift Card, who will receive it directly by e-mail.
The Gift Card is not nominative and may be freely transferred to a third party, but only free of charge.
The Customer chooses the amount of the Gift Card, which must be between 10 (ten) and 150 (one hundred and fifty) euros.
The Customer pays for the Gift Card using one of the methods of payment available in the Participating Stores or on the Website.
1.2. Customising the Gift Card
When purchasing an e-Gift Card, the Customer has the option to enter the first name and surname of the beneficiary of the Gift Card, along with a personal message which will be displayed on the visual on the e-Gift Card.
PALAIS DES THES cannot be held liable for the texts written by the Customer and cannot guarantee their accuracy. By adding the written content, the Customer gives their irrevocable agreement that this content can be used for the purposes of the service. The added content must not: (a) infringe the intellectual property rights of any third parties; (b) violate any law applicable in France; (c) be defamatory, disparaging, insulting or threatening; and/or (d) obscene or paedophilic. If this requirement is not met, PALAIS DES THES reserves the right to delete any personal content added, at its sole discretion, with or without notice.
1.3. Fraud prevention
PALAIS DES THES has the right to refuse any Gift Card order deemed to be suspicious or abnormal.
As part of an analysis of the risk of online fraud, PALAIS DES THES reserves the right to request documents from the Customer to prove their identity. If such documents are required, the order will be suspended and the Customer will be immediately informed on the confirmation page after payment, and also by e-mail.
If the documents are not sent by the Customer or the order is refused by PALAIS DES THES, the payment will be reimbursed to the Customer within a maximum of five (5) days.
Article 2: Duration of validity of the Gift Card
The physical Gift Card is activated at the time of purchase in the Participating Store.
The e-Gift Card is activated when it is sent by e-mail, as directed by the Customer:
- either when it is purchased on the Website;
- or on a different date chosen by the Customer, no later than 12 months from the date of purchase.
The Gift Card is valid for 12 (twelve) months from its activation date. The Gift Card cannot be used after its period of validity has expired, nor can it be renewed or exchanged, and it cannot give rise to any reimbursement or payment in cash, nor to any benefit of any kind whatsoever.
The date of the end of validity can be checked online at the following address: https://www.palaisdesthes.com/en/e-gift-voucher/ by entering the number of the Gift Card.
Article 3: Using the Gift Card
The Gift Card, whether physical or dematerialised, can be used:
- in a Participating Store, on presentation of the physical or dematerialised Gift Card at the checkout;
- on the Website for all deliveries in mainland France.
The Gift Card may be used for any purchase of Palais des Thés products except for the purchase of a Gift Card, including during promotional offers. The Gift Card may be used on one or more occasions, until the balance is used up.
Subject to their validity and not exceeding an amount of fifty (150) euros per receipt, several Gift Cards may be used by the Customer to pay for purchases.
The Customer may consult the balance of the Gift Card:
- in a Participating Store with a salesperson by providing the number written on the Gift Card;
- online at the following address: https://fr.gift.palaisdesthes.com/ecard/balance/consult?lg=en.
In the event of the return of one or more Palais des Thés products paid for in whole or in part by the Gift Card, the refund of the purchase(s) will necessarily be made by equivalent, i.e. by re-crediting the Gift Card with the amount of the returned purchase(s), but under no circumstances will the refund be made in cash, by cheque or by bank card. Refunds will be made exclusively to the Gift Card used for payment, up to the amount initially paid with the Cad Card.
Article 4: Loss, theft, or damage to the Gift Card
In the event of loss or theft of the Gift Card, no new card will be provided to the Customer. No request for reimbursement of the fraudulently acquired Gift Card shall be honoured.
Article 5: Cooling-off period
If the Gift Card is purchased on the Website, the Customer shall be entitled to a cooling-off period in accordance with article L.221-18 of the French Consumer Code.
This means that the Customer has a period of 14 (fourteen) days from the date the Gift Card was purchased to exercise their right to change their mind, by e-mail to customer services client@palaisdesthes.com, or by mail to the following address: Palais des Thés Service Client – Rétractation, 10 rue Mercœur,75011 Paris, France.
If the cooling-off period is utilised, PALAIS DES THES shall reimburse the Customer with the amount of the Gift Card, via the method of payment used for purchase.
The Customer is hereby informed and accepts that they will lose their right to a cooling-off period if all or part of the Gift Card is used before the end of the cooling-off period.
Outside of the statutory cooling-off period described above, the purchase of a Gift Card cannot be cancelled, reimbursed or returned. The Gift Cards cannot be taken back, exchanged, or refunded.
Article 6: Accessibility and availability of the Gift Card
PALAIS DES THES undertakes to provide the services linked to the Gift Card diligently, it being specified that it is subject to an obligation of means, to the exclusion of any obligation of result, which the Customer expressly recognises and accepts.
PALAIS DE THES reserves the right to temporarily or definitively interrupt access to and use of the Gift Cards, specifically for maintenance reasons.
PALAIS DES THES cannot be held liable for any temporary access difficulties or inability to access the Gift Cards which may occur due to circumstances not under its control, force majeure events, or even, for the use of Gift Cards on the Website, those which are due to disruptions to the telecommunications networks.
Should the Gift Cards be withdrawn, PALAIS DES THES nevertheless undertakes to allow the use of the Gift Cards in all Participating Stores until the end of the date of validity specific to each Gift Card.
In any case, unless otherwise governed by applicable rules, the liability to which PALAIS DES THES is subject under these T&Cs is expressly limited to direct and certain damage suffered by the Customer only and which is linked to the use of the Gift Card or the inability to use the Gift Card.
Article 7: Modification of the terms and conditions
These T&Cs can be accessed and printed at any time on the PALAIS DES THES terms and conditions of sale page, which can be accessed using a link from the website https://www.palaisdesthes.com/en/.
The T&Cs can also be consulted on request in Participating Stores, and can be transmitted following a request sent to the Customer Service using the contact details given in article 9 below.
PALAIS DES THES reserves the right to modify these T&Cs at any time. If these T&Cs are modified, Customers will be notified of the latest version using any method available.
Information will be displayed in the Participating Stores and on the website https://www.palaisdesthes.com/en/ at least fifteen (15) days in advance.
No modification or change to the T&Cs and/or the methods for using the Gift Card shall give rise to any customer compensation.
Article 8: Personal data
The Customer is informed that the personal data pertaining to them collected as part of the purchase and/or use of the Gift Card is processed under the responsibility of PALAIS DES THES.
In accordance with the provisions of Law no. 7817 of 6th January 1978 known as the "Data Protection and Civil Liberties Act", and regulation no. 2016/679 of the European Parliament and of the Council of 27th April 2016 known as the General Data Protection Regulation (GDPR), the Customer has the right to access, rectify, delete, oppose and restrict the processing of their data, the right to data portability, and the right to define directives governing what will happen to their data after their death.
To exercise these rights, the Client is asked to contact PALAIS DES THES by e-mail at the address rgpd@palaisdesthes.com or by mail sent to PALAIS DES THES – DPO – 10 Rue Mercoeur – 75011 PARIS.
If, after having contacted PALAIS DES THES, the Customer believes that their data rights have not been respected, the Customer may send a claim (complaint) to the Data Protection Authority, the CNIL.
Lastly, to find out more about the way in which PALAIS DES THES processes and manages personal data, the Customer is invited to consult the Privacy Policy on the website https://www.palaisdesthes.com/en/privacy-policy/.
Article 9: Contact
For any requests, questions or complaints, the Customer can contact the Palais des Thés Customer Service using the following details: Service Client - Palais des Thés - 10 rue Mercœur 75011 PARIS; e-mail: service-client@palaisdesthes.com; tel: 01 43 56 90 90.
Article 10: Language
If these T&Cs are translated into one or more languages, only the version in French shall have legal force.
Article 11: Governing law, jurisdiction and mediation
The T&Cs are governed by French law.
Any dispute relating to the conclusion, validity, interpretation, execution or termination of the T&Cs shall be subject to the French courts with jurisdiction over the headquarters of PALAIS DES THES.
In the event of a dispute, PALAIS DES THES and the Customer undertake to find an amicable solution prior to pursuing any legal action.
For a written complaint sent by the Customer and not resolved by PALAIS DES THES, the Customer is informed that they may have free access to a consumer mediation service to aid in the amicable resolution of their dispute. In this case, the Customer may contact the Centre de Médiation de la Consommation de Conciliateurs de justice (known as "CM2C") via their website using this link: https://www.cm2c.net/
This official organisation for the amicable resolution of consumer disputes and mediation can be contacted:
- by e-mail at the following address: cm2c@cm2c.net;
- by mail (with inclusion of an e-mail address, a telephone number and a written claim) to the following address: CM2C – 49 rue de Ponthieu – 75008 PARIS;
- by telephone on the following number: +33 1 89 47 00 14.
If the Customer uses the services of the CM2C, they must inform PALAIS DES THES immediately. It is understood that the solution proposed by the mediation service is not binding on either the Customer or PALAIS DES THES.
Article 12: General stipulations
Should one of the stipulations of the T&Cs be deemed unenforceable or considered null and void or declared as such in application of a law or regulation or following a court decision that has become final, the other stipulations shall retain their full force and scope.
Article 13: List of participating stores
The gift card can be used in all metropolitan France's stores with the exception of the following stores:
Liability - Guarantee
Palais des Thés cannot be held responsible for damages of any kind, whether material damage, moral prejudice or physical injury, which may result from failure to use products sold correctly or improper use thereof.
Palais des Thés shall not be held responsible for any inconvenience or damage inherent to using the internet network which is totally beyond the due care and precautions taken by Palais des Thés.
In particular, Palais des Thés shall not be held responsible for any disturbance in the supply of service, external intrusion or presence of computer viruses.
The customer benefits from warranty of title and hidden defects in accordance with the terms of articles 1625 (and subsequent articles) in the French Civil Code.