SHIPPING & PAYMENT INFORMATION
Last updated: 2026.01
This page supplements our General Terms and Conditions of Sale (GTC). In case of any discrepancy, the GTC shall prevail.
1) Delivery areas
We deliver to:
2) Shipping methods and carriers
Standard shipments are handled by Colissimo.
At the customer’s request, other carriers may be arranged upon personalised quotation (price and conditions communicated prior to order confirmation).
3) Shipping origin
Registered office in Paris. Orders are shipped from our warehouse in Clamart (92140, France) or, depending on logistics, from another warehouse located in France.
4) Shipping costs
Unless otherwise stated on the Website, shipping costs are borne by the customer.
Free shipping:
Standard shipping is free for orders of €45 excl. VAT or more, excluding promotional offers or specific conditions stated on the Website.
5) Order preparation
Orders are generally prepared within 24 business hours after payment confirmation (excluding weekends, public holidays, and peak periods).
6) Delivery times (indicative)
Delivery times depend on the carrier and destination and are provided for information purposes only, unless expressly guaranteed.
We do not offer express delivery.
7) Order tracking
When available, a tracking number is sent to the customer by email. Customers are encouraged to monitor the tracking status.
8) Delivery address – customer responsibility
The customer is responsible for providing accurate delivery information (name, address, postal code, access details, phone number).
If incorrect or incomplete information causes the parcel to be returned, reshipping costs may be charged.
9) Receipt – damaged parcel, missing or incorrect items
Upon receipt, the customer must check the condition of the parcel and the conformity of the products.
In case of a damaged parcel, opened parcel, missing item, or damaged product, the customer must:
These elements are required to open a claim with the carrier.
10) Parcel marked as “delivered” but not received – standard e-commerce practice
If the tracking status indicates “delivered” but the customer has not received the parcel:
11) Returns / withdrawal (food products – vanilla)
Returns are accepted in accordance with our GTC.
Important (hygiene and health protection):
As the products are sealed, returns under the right of withdrawal are accepted only if:
Return shipping costs are borne by the customer, unless otherwise stated or in case of our error.
Return address:
Customers must contact contact@terravanilla.fr to obtain the return procedure and applicable return address.
12) Accepted payment methods
We accept the following payment methods:
Payment is due immediately upon order confirmation. Any refused or failed payment will result in order cancellation.
13) Payment security
Payments are processed through secure payment service providers. We do not store full payment card details.
14) Invoicing – VAT
Prices are displayed in accordance with applicable regulations. An invoice may be issued.
We hold a valid EU VAT number, which appears on the invoice.
15) Contact
Customer service: contact@terravanilla.fr