Shipping & Delivery

1) Une fois votre commande expédiée, vous recevrez un courriel confirmant son envoi, accompagné d'un lien de suivi pour suivre l'acheminement de votre colis.  En sélectionnant ce lien, vous serez directement redirigé vers la page de suivi de votre envoi.

Veuillez noter qu'un délai jusqu'à 24 heures peut être requis pour que l'état de suivi de votre colis soit actualisé par les services de livraison.

Voici un exemple : 

2) Il est également possible de suivre votre colis directement via votre espace client : Rendez-vous dans la section "Mes commandes" et sélectionnez "SUIVRE MON COLIS" pour la commande en question. En cliquant sur ce lien, vous serez automatiquement dirigé vers la page de suivi de votre envoi.

Voici un exemple : 

3) De plus, vous avez la possibilité de suivre votre livraison en saisissant votre numéro de suivi sur les sites web des services de livraison.

Suivi ups :  

Suivi DPD : 

Every order placed before 12pm (Monday to Friday) will be sent the same day (except during exceptional periods of order overload). For orders placed after 12pm, they will be given priority and shipped the next business day.

We have the capacity to ship your packages until 3pm. An email will be sent to you to confirm the shipment of your order, including a link to track its progress.

Also see the section "How do I track my package?"

Once the order is in the preparation phase, it is no longer possible to modify or cancel it. However, it is possible to refuse the package upon delivery. The refund is made within 14 working days upon return of the item to our warehouse and will use the same payment method used for the purchase. Some orders may be cancelled (for example, due to stock shortages). In this case, you will be promptly informed by email and you will not be charged for the item.

Les Trésors d'érable propose les modes de livraisons suivants : 

Par ailleurs la livraison est gratuite en relai à partir de 44 € en France et 99 € à domicile.

Nota : si votre colis est endommagé, pensez à émettre une réserve auprès du transporteur.

We offer you free delivery for any order of €44 or more (total amount displayed at the bottom of the order summary page, after any commercial reduction applied, in France only, for other countries refer to the tab delivery).

For orders below this amount, please note that delivery costs will be a minimum of €4.99. Plus, as a Sarenza Plus subscriber, get free delivery on all your orders.

First of all, we invite you to carry out a little investigation on your own by asking your neighbors or your guardian to find out if they have not recovered your package.

After carrying out these checks, we remind you that you have 30 days to file a complaint if necessary.

To do this, do not hesitate to contact our customer service by telephone, email or Messenger.

Yes, we ship to many countries around the world. Delivery costs vary depending on the destination and weight of your order. The delivery amount will be indicated in your basket or your summary before payment for your order.

So that we can process your complaint effectively, we invite you to contact our Customer service.

Also make sure to check your email, as an email has been sent to you to inform you that your product is out of stock.

Nous sommes sincèrement désolés pour ce désagrément.

Nous vous invitons à retourner le produit en enregistrant votre demande de retour, où vous aurez également l'opportunité de nous signaler tout problème.

Cliquez ici pour vous connecter à votre compte client.

Pour obtenir des instructions sur la manière de procéder à un retour, cliquez ici.

Indeed, this can happen when the initial relay point is not able to store your package.

If you cannot get to the new relay point indicated in the email, your order will return to our warehouse and we will refund you once it has been processed.

Was my package delivered to a Pickup Station locker?

Once the order has been validated, you will receive an email and/or SMS informing you of its delivery with your 2 withdrawal codes.

Then go to the locker:

- Touch the screen and select "Collect a package".

- Enter your 4-digit identification and validation codes received by email and/or SMS.

This will automatically trigger the opening of the locker your package is in.

Then you can remove it; remember to close the locker carefully before leaving.

We would like to inform you that due to logistical constraints, your order could be delivered in two or more packages.

If you have any questions regarding your second package, do not hesitate to contact our customer service.

We invite you to report any problems by contacting our Customer Service.

To return this package, please log in to your customer account.

When registering the return, you will have the option to indicate that it was a delivery error.

We sincerely apologize for this inconvenience and hope that your items are not damaged.

If the problem is only with the packaging and you wish to return an item from this order, you can use any other package for the return, as long as it is intact.