Faq Sections
The Customer must contact Maison du Café, Trottet SA by means of the online contact form, specifying the reasons for return. He has 30 days to return new merchandise, unopened, packaged, with all original accessories and box. Open coffee cannot be returned. As soon as a return confirmation is received by the Customer, he can go to the Post Office to make his return at the following address: Rue Emma-Kammacher 4, 1217 Meyrin
Accompanied by the order invoice and within a maximum of 7 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.
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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.
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.
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.
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.
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.
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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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.
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.
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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Each coffee machine has a different service system. To view it, click HERE .
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.
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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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. </ p>
During the ordering process, activate the "takeaway delivery" function when choosing your delivery. You can spend 30 min after or until Friday after your order. </ P>
In addition, you can order by phone specifying the option "to take away". </ p>
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. </ P>
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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.
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.
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.
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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.
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.
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.
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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.
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.
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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You can request the delivery of a brochure by phone, e-mail, social network or during one of your orders on the internet.
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.
This is a printed promotion that may no longer be valid. Please consult the brochure for the validity of the promotion.
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Fill the water tank (1) with 1 measure of DURGOL ME for 9 measures of water or a descaling sachet (powder) for 1 liter of water.
Connect the plug (2).
Push the main switch (4).
Run the water, about 2dc.
Wait 2 to 3 minutes, then repeat the operation 2 to 3 times.
Empty the water tank (1), rinse it well with hot water. Once descaling is complete, fill the container with clean water (1).
To rinse the machine, run 1 liter of water and empty the water container.
Descaling completed.
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Yes, we always ship orders within 24-48 hours.
You can, as usual, place an order online, by phone, by e-mail.
Yes, you can choose the click & collect option during the ordering process and collect your merchandise within 30 minutes.
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Organic coffee, once arrived at our roasting, is stored more than 7 meters underground, protected from heat and standard coffees.
For us, the price of coffee on the stock market is only an indication. We work with exporters, so no purchase on the stock market, to avoid loss of quality.
It can be fixed directly with the producer or a cooperative permanently or temporarily. After that we have to go through authorized exporters in the countries to export the coffee to a European port, and from there we recover the coffee to store it in our cellar. It can also be purchased directly from importers specializing in the search for exceptional coffee.
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The CHAT Trottet is a direct means of communication between you and us. We answer your questions immediately during online messaging hours.
We are reachable from Monday to Friday, from 9:00 a.m. to 12:00 p.m. and from 2:00 p.m. to 5:00 p.m.
It is possible to contact us via CHAT without having to go through the connection phase. However, when you are connected, it is easier to answer your questions.
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Tea is a drink that comes to us from the dried leaves of the "tea tree" shrub. He is originally from the Himalayas, Assam Yunnan and also Myanmar. Tea has been used since ancient times for its medicinal properties and health benefits.
There are several types of teas such as green tea, black tea, Oolong tea, Rooibos and plants (herbal teas), and even mate.
There are several legends concerning the discovery of tea: Chinese legend, Indian legend, Japanese legend. You can find the history of legends by country in our blog here.
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With each purchase, collect points that you can convert into discount coupons for all your future purchases.
Earn points with every purchase, on every product purchased. CHF 200.- spent = 2,000 points collected! Collect 2000 points to receive a reduction check of CHF 10.- to be used on the entire online store.
The process is automatic. Order your favorite coffees, herbal teas, coffee machines or accessories, and accumulate points over time.
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Call & Collect is a telephone ordering system, which allows you to call and order your products, to pick them up at our store in Meyrin. It is possible to pay directly by phone, in complete security.
To order in Call & Collect, dial 022 719 00 00 then communicate your customer number or personal details, then place your order. Pick it up within 30 minutes during Click & Collect hours.
It is possible to order all the products available online mentioned "available in store". For accessories and coffee machines, payment in advance by telephone is required, in complete security.
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