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Modes de paiement, livraison, tarifs, produits, retour de marchandises ? Nous vous expliquons ci-dessous.

Return and Refund
How can I return an order?

Customers wishing to return an item must contact La Maison du Café Trottet SA by phone or via the contact form available on the website.

The customer must wait for the reply of the Maison du Café Trottet SA in order to obtain a return number.

All returns must be complete (original packaging, manuals, accessories, copy of the invoice) and the returned products must be in perfect condition for resale, they must not be soiled or damaged. For food items, only unopened products will be accepted.

For Switzerland and the countries of the European Union, the transport costs of the return of the product are offered to the customer. For this, the customer must obtain from the Maison du Café Trottet SA a return label to be used to ship the package.

A return label can be attributed to the only condition: an error in the preparation of Trottet Coffees.


How can I claim a refund?

Accompanied by the order invoice and within a maximum of 30 days, you can contact us to request a refund. The goods must first be returned to the House of Coffee, Trottet SA. Goods examined, we notify you of the acceptance or refusal of the refund due to the condition of the goods and the return period. The goods must be new, packed in their original carton.


The Return Label - How does it work?

A return label is a ticket that allows you to return merchandise for free. To qualify, you must meet certain conditions: Goods ordered 30 days ago at most, new in its packaging box. An opened carton can not be returned and taken into account. Error preparing, sending and ordering from the customer cancels the return label.


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Shipping and Delivery
When is my order shipped?

Subject to an influx of large orders, orders placed before 4pm are shipped the same day by our team for fast delivery in 24 to 48 hours.


Who delivers my order?

Your parcel is delivered by the Swiss Post who personally takes care of the recovery at our workshop until the direct shipment to your home in 48 hours maximum.


How to benefit from free shipping?

To benefit from free delivery, order in Switzerland for CHF 25.- and then in France and European Union for EUR 20.- minimum. Your shipping costs are automatically canceled in your cart.


Orders
How can I place my order?

You can place your order by Internet directly by logging in, by e-mail specifying the products and quantities + a possible promotion, by mail or telephone. From CHF 25.- or EUR 20.- shipping costs are offered.


My order has been canceled. What to do?

Your order may have been canceled due to a mailing address not found, an invalid email address, or ordering amounts too high. You can re-order by selecting a credit, twint, or other advanced payment method that guarantees the correct information about your contact information.


I chose the priority delivery. I still have not received anything after 24 hours. What to do ?

If you opt for the priority shipment and your request has not been respected, you can ask for the refund or the credit note for the amount of the priority delivery costs.


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My account
How to access my account?

At the top right of the site, next to the shopping cart, you have the option of logging in and accessing your customer account. In addition, at the bottom of the website, you have the option to consult your orders, your points, your information.


How to delete my account?

To delete an account, you will have to contact the Maison du Café, Trottet SA to erase all your personal data and to close the account.


How to create my customer account?

Simply click on "Sign In" by selecting "Create your account" to register on our website. Use your e-mail address to discover your personal space and gradually add your information and contact information.


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After sales service
How is the after-sales service of my coffee machine?

Each coffee machine has a different service system. To view it, click HERE .


My order does not match my delivery. What to do ?

Si nous nous sommes trompés dans votre commande, le SAV vous assure l'envoie d'une étiquette retour vous permettant de renvoyer le café erroné. En revanche, si l'erreur provient de votre commande internet, il faudra renvoyer les produits à vos frais. 


I got a coffee machine that does not work. What to do ?

Subject to errors and findings. in the case of non-functional machines, Trottet Cafés send you a Return label to return the goods. In the meantime, a new coffee machine is sent to you.

Before proceeding with this step, it is important to consult our after-sales service and to contact the appropriate supplier of your coffee machine. You can find it here .


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Click & Collect
Where is the one and only Cafés Trottet Shop?

There is only one, and it is located at Rue Emma-Kammacher 4, 1217 Meyrin in Geneva, with free parking for guests, and self-service coffee.


How to recover your order in store?

During the ordering process, activate the "takeaway delivery" function when choosing your delivery. You can spend 1H after or until Friday after your order.

In addition, you can order by phone specifying the option "to take away".


I want to change the delivery mode 48h Economy to take away. How to do ?

It is unfortunately not possible to modify this option which is irreversible. On the other hand, we can cancel your current order and then re-enter it with the "take-away" option.


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Payment methods
What are the possible payment methods?

It is possible to make a payment directly on the internet by American Express, VISA, Mastercard, Paypal, Twint, PostFinance, Payment in advance or payment on invoice.


I can not choose the payment method by invoice. Why ?

It is possible that due to security, your account no longer has the option to choose the method of payment invoice. In addition, if your order contains a coffee machine or accessory of great value, coffee grinder, payment by invoice is not possible.


Are the payment methods safe?

The Company's website has a high security system. The payment is secure and allows a very fast processing of orders made on our website.

The customer is automatically directed to our banking partner during their payment process. The information is strictly secure, confidential and not found by others.


Product warranty
What is the guarantee of coffee?

Coffee being an agri-food product, you can make a claim within 30 days with a copy of the purchase invoice, customer account number and intact products, new in the original packaging. If any of its instructions are not followed, we will not be able to take your warranty claim into consideration.


What is the warranty of a used coffee machine?

A coffee machine, compulsorily bought in shop in Meyrin for a test and demonstration of the product, is guaranteed 6 months subject to the non-respect of maintenance of the machine, or the recommendations of the instructions of the supplier.


Is using purified water a way of maintaining a coffee machine?

No. filtered / purified water will always contain limestone because the coffee can not flow without limestone. It is important to have the appropriate maintenance products for the coffee machine, otherwise the guarantee is canceled.


Gift
How to use a gift voucher?

Each gift card consists of a promotional code. It is to be used directly in your internet order in the order summary area. The promotional code can not be used otherwise.


Can I use a promotional code multiple times?

The Trottet conditions are authentic. If a promotional code is advertised that is valid 1 x per customer account, it can not be used multiple times. However, according to the promotional code of the moment, it is possible to use his check several times.


Can I offer my promotional code to others?

It is not possible to share or disclose your promotional codes to others, otherwise it will be canceled to whoever should benefit. Each code is confidential and valid per customer account.


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Brochures and Promotions
I wish to receive a brochure. What to do ?

You can request the delivery of a brochure by phone, e-mail, social network or during one of your orders on the internet.


The prices of the brochure do not correspond to the internet prices. What to do ?

In all our brochures, it says "Internet prices are authentic". Always rely on internet prices on our online site. By the time a brochure is printed, some market prices may change.


A promotion of the brochure does not work. What to do ?

This is a printed promotion that may no longer be valid. Please consult the brochure for the validity of the promotion.


Our products
What are our compatible capsules made of?
The hulls of the compatible capsules are in PBT + TPE. The operculum contains a thin layer of aluminum to ensure perfect preservation.

Where to throw compatible coffee capsules?
Compatible capsules should be thrown in the all-waste bin.

Where are all the coffees in capsules, coffeebeans, pods, grounded coffee… ?
Everything is made in Meyrin, Geneva. Equipped with cutting-edge technology, Trottet Coffees sublimate fine wines by artisanal roasting.

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Cafés Trottet's Subscription
What is the trap of the Trottet Cafes subscription?
Well, there is not one. You are the one who decides the amount of your subscription basket. You choose your coffees, then modify and cancel your subscription at any time, without commitment or costs.

Who is the Trottet Cafes subscription reserved for?
Whether you are new customers, loyal customers for many years, you have the opportunity to create a subscription to enjoy our many benefits.

What are the benefits of a subscription?
Not only are you sure you will not run out of coffee anymore, but you only decide how often to deliver! In addition, from the first subscription order, you receive 10%. The 10% are valid on all your recurring orders.

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