Frequently Asked Questions

Consumers have a period of 14 clear days to exercise their right of withdrawal* without having to justify their decision or pay any penalties, with the exception of the cost of returning the goods**. 

When the right of withdrawal is exercised, the trader is obliged to reimburse the consumer for all sums paid for the goods**.

* Excluding personalised products and food products likely to deteriorate or expire quickly (short shelf life), goods which have been unsealed after delivery by you and which cannot be returned for reasons of hygiene or health protection.

** The cost of returning the goods is reimbursed within the 14 calendar day cooling-off period. The cost of returning the goods is borne by the consumer.

This right does not apply to products marked to the contrary. The right of withdrawal runs from the day after delivery of the goods in the order.

In order to be taken into account under the right of withdrawal, the returned products must reach Déco Alsace.fr in perfect condition for sale within a maximum of 7 calendar days after the request for withdrawal, after which any return will be refused.

To return a parcel, you no longer need to go to your post office!

Prepare your return from the comfort of your home by printing your returns label and leaving the rest to the postman!

The parcel must be returned to us in Obernai at the following address:

Trésors d'Argan Sarl, Magasin La Boite aux Trésors, 4 rue Sainte-Odile, 67210 Obernai

The request is made from the Customer Account under Product return / Cancellation.

You will find more information in the Returns and Withdrawal section.

You can find the Withdrawal Form in our General Terms and Conditions of Sale.

You will be debited automatically as soon as your payment has been accepted.

This is an inter-bank protocol offering a high level of security for online payments.

The aim of 3D Secure is to protect e-merchants against the risks of fraud and, more specifically, cardholder disputes.

• "Visa Secure" (replaces Verified by Visa) is Visa's 3D Secure programme.
• "Mastercard Identity check" (replaces Mastercard Secure Code) is the name of Mastercard's 3D Secure programme
• "Safekey" is the American Express 3D Secure programme
• "CB Secure Payment" is CB's 3D Secure programme
• "ProtectBuy" is the Diners and Discover 3D Secure programme

Your payment is 100% secure thanks to our partners PayPlug, Alma and/or PayPal. Your data cannot be detected, intercepted or used by third parties.

View the different payment options available in the Payment & Billing section.

Déco Alsace offers you several options:

• By credit card in cash with PayPlug - Secure payment
• By credit card in cash, 2x, 3x and 4x with Alma - Secure payment
• By Paypal in cash or 4x
• By bank transfer - processed on receipt of your payment

For more information, go to the Payment and Billing section.

Of course you can! We offer Gift Boxes that you can personalise. The ‘gift wrapping’ option is also available when you order each of your products.

Absolutely, our jars of Honey from Alsace have the IGP (Protected Geographical Indication) label.

Yes, most of our products come from Alsatian craftsmen and producers, whom we select for their expertise and quality. You'll find these artisans in the Soufflenheim pottery, the Specialities category, the cattery, etc.

Before using your Langhopf Mould for the first time, we recommend that you:

When using your Langhof Mould for the first time, we recommend that you grease it well with a fatty substance (Oil or Margarine (avoid Butter)) and place it in your cold oven which you will heat to 120° for 20 minutes and repeat this operation a second time for a good release from the mould.

Our range of Langhopf mould

This procedure is recommended for your first use.

Afterwards, you can use your Langhof Mould, greasing it just once, by placing it in the cold oven and heating it to the required temperature.

When removing the Mould from the oven, never place it on a cold or icy surface to avoid thermal shock.

Once cooled, clean your Langhof Mould with lukewarm water and a sponge or brush (non-metallic) and washing-up liquid.

Once dry, store your Mould in a dry, well-ventilated place and it will give you many years of satisfaction.

You can sometimes see very thin cracks in the enamel of Langhof Moulds. This cracking is necessary to ensure the piece's resistance to heat.

Before using for the first time, we recommend that you:

We recommend that you leave it to soak in cold water for at least 12 hours, ideally overnight.

Afterwards, or in the early hours of the morning, drain the water and dry it.

Cook 2 to 3 cm of milk in the terrine (without the lid) in the oven at 100°/110°. As soon as the milk begins to simmer, turn off the oven, remove the terrine and leave to cool.

Clean the terrine with soap and water. After air-drying in a dry, well-ventilated place, it's ready to use!

Our range of Baeckeoffe Terrines

This procedure is recommended for your first use.

Thereafter, you will use your Baeckeoffe Terrine by placing it in the cold start oven and heating it to the required temperature.

When removing the Terrine from the oven, never place it on a cold or icy surface to avoid thermal shock.

Once cooled, clean your Baeckeoffe Terrine with warm water and a sponge or brush (non-metallic) and washing-up liquid.

Once dry, store your Terrine in a dry, well-ventilated place.

You may sometimes notice very fine cracks in the enamel of the Baeckeoffe Terrine. These micro-cracks are essential so that the clay in the pot can expand and contract without breaking.

They are more or less visible depending on the piece and the colour, and become more pronounced over time and with repeated use.

Natural shrinkage of between 2 and 8% of the pottery is quite normal, due to the phenomenon of water evaporating and turning into gas, causing the molecules to move closer together.

This is not a defect, as everything is covered by the protective glaze and does not present an aesthetic defect as it is located under the handles and is not visible.

We deliver to many countries in Europe, the rest of the world and the French overseas departments and territories.

In Europe:

• Mainland France
• Germany
• Austria
• Belgium
• Bulgaria
• Cyprus
• Croatia
• Denmark
• Spain
• Finland
• Greece
• Hungary
• Ireland
• Iceland
• Italy
• Liechtenstein
• Luxembourg
• Malta
• Monaco
• Norway
• Netherlands
• Poland
• Portugal
• Czech Republic
• Romania
• Sweden

Worldwide:

• Australia
• Canada
• United States
• Mexico
• United Kingdom
• Switzerland

In the Dom:

• Guadeloupe
• French Guiana
• Martinique
• Reunion Island

If you live in another country and would like delivery, please contact us so that we can study the feasibility of adding your country to the list!

Consult the Shipping and Delivery section of the Alsace shop.

You can find your collection code in the email or text message you receive with your parcel and in your Mondial Relay mobile application.

Here are the steps to find it in the Mondial Relay mobile application: 

Step 1: Download the application 

• On Android :Download on Google Play
• On iOS :Download from the App Store

Step 2: Log in

Step 3: Find your parcel (via its tracking number or sender) and click on "More info".

Please note: The collection code will be sent to you by email and text message and will only be available in our application when your parcel is available in the Locker.

You can also contact the carrier:

• Shop2Shop by Chronopost on (+33) 9 69 391 391 (Price of a local call)
• Mondial Relay on (+33) 9 69 32 23 32 (Price of a local call)

Depending on the season, the number of parcels sent per day is more or less high, which sometimes leads to storage saturation in the Point Relais®|Locker.

When the Point Relais®|Locker outlets are full, the carrier may choose to drop off the parcel at another collection point:

• Automatically: at the nearest Point Relais®|Locker to the one initially chosen.
• Following an e-mail from the carrier inviting you to choose a new Relay®|Locker Point.

In all cases, the carrier will do everything in its power to deliver your order as quickly as possible.

You've just placed an order on www.decoalsace.fr and are waiting calmly for your parcel. 

Do you know what to do when you receive your order ?

You should know that as soon as you accept a parcel by signing the Delivery Note, you take possession of the goods and the risks of loss or damage are transferred to you. 

It is therefore important that you do not sign the Delivery Note until you have checked the contents of the parcel(s) and the condition of the goods.

Take the time to examine your goods: by law, you have 15 minutes to check the products you have ordered, even if the delivery person does not tell you this.

Before signing the Delivery Note:

Make a quick examination of the condition of the goods.

Check that the Delivery Note corresponds to the goods delivered (type of goods, quantity, etc.).

Check that the goods delivered correspond to the order placed (type of goods, quantity, etc.).

Once these steps have been completed, if you feel that the condition of the goods is not to your satisfaction, you can refuse delivery by making specific reservations as explained below. 

Damaged or missing product: reservations to be made

After opening your parcel, you notice a damaged product or a missing product in your order: reservations must be made with the carrier so that the necessary steps can be taken to return the product(s) concerned.

For these reservations to be accepted by the carrier, you must carefully follow the instructions below and provide as much detail as possible about the reasons for your refusal.

General reservations such as "subject to unpacking" or "parcel refused" have no legal value.

Admissible reservations

If one or more products are missing from your order, you can choose whether or not to keep your parcel if you wish to use other references while waiting to receive the missing one, for example.

You must then indicate whether or not the parcel has been opened (there may be a slight hole in one place, for example: you must specify this) and explain which product(s) is/are missing, indicating its/their reference(s) and the manufacturer's brand if you know it.

If you find yourself with a damaged product: specify as precisely as possible the type of damage. Is the product broken, dented or scratched, and where?

Also explain if the box is damaged, if it has been opened, if it is badly closed, etc.

Inadmissible reservations

• "Refused parcel" (no explanation as to why the product was refused).
• "Opened parcel" (it is not known whether products are missing or not, and if so, which ones).
• "Missing X items" (without the reference number of the product(s) in question, this reservation is deemed incomplete by the carriers).
• "In poor condition" (the damaged product and the type of damage are missing).
• "Product damaged" (the reference of the damaged product is missing).

You can contact the carrier directly using the tracking number for your parcel, which is available in your Customer Account under Order History.

• La Poste on 3631 (single number not surcharged)
• Mondial Relay on 09 69 32 23 32 (single number with no surcharge)
• ChronoPost Shop2Shop on 0809 801 525 (single number)
• ChronoPost on 09 69 391 391 (price of a local call)
• Hermes (Germany) on 0049 (0)1 806 311 211 (single number without surcharge)

You can find this information in the Shipping & Delivery section.

Yes, a tracking link is sent by e-mail as soon as your parcel is dispatched. You can also find this link in your Customer Account.

Payment validated in preparationThe status of my Order is "Waiting for approval of the print order":

This status indicates that we have received your Order for a personalised product and that we have sent you a preview of the printed and/or engraved product that you must complete and sign for final approval.

The status of my Order is "File BAT validated":

This status indicates that we have received confirmation of the proof initially sent and validated by you. The proof file includes the visual of your order as you will receive it. The printed and/or engraved product can no longer be modified or the order cancelled.

The status of my Order is "Inconsistency - Contact us":

This status indicates that we have received your Order but that there are inconsistencies in the information you have entered that prevent us from dispatching the package. We will contact you to correct the missing information.

The status of my Order is "Payment error":

This status indicates that a payment error has been encountered, blocking your current Order. You will be automatically informed by email of the problem as soon as possible.

The status of my Order is "Relaunch Bank Transfer":

This status indicates that we have received your Order with a choice of payment by Bank Transfer, however, we have still not received your payment. The Order is automatically cancelled within 7 days.

The status of my order is "Payment validated in preparation":

Your order has been paid for and processed, and your parcel is being prepared for dispatch as soon as possible.

The status of my Order is "Product replacement agreement":

This status indicates that a product in your order is out of stock, and after contact by email or telephone, we have found a substitute product in agreement with you. This product replaces a product in your order of equal value.

The status of my order is "Waiting for collection from shop":

You have chosen to collect your order from our shop and it is ready to be collected from our Obernai shop.

The status of my Order is "Waiting for carrier":

Your order has been prepared and we are awaiting collection of the parcel by the carrier on the next working day.

The status of my Order is "Dispatched":

Your order has been entrusted to the carrier and is in the process of being dispatched. We invite you to check the status of your parcel, which is available in the delivery email and in your Customer Account.

The status of my Order is "Partly dispatched":

This status indicates that your order has been split and that part of it has been dispatched. This can happen when a single product is being restocked and we are waiting for additional stock to finalise the order.

The status of my order is "Pre-order":

This status indicates that your order is in pre-order, the product is not in stock and we are awaiting its imminent arrival, according to the information indicated on the product sheet. This generally concerns new products from one year to the next.

The status of my Order is "Restocking in progress":

This status indicates that the current stock is insufficient for the quantity of product ordered. The restocking of a product delays the dispatch of the Order by a few working days.

The status of my Order is "Restock within 5 to 8 days":

This status indicates that the current stock is insufficient for the quantity of product ordered. The restocking of a product can vary from 5 to 8 days if the product is out of stock with the supplier.

The status of my Order is "Restock within 10 to 15 days":

This status indicates that the current stock is insufficient for the quantity of product ordered. The restocking of a product can vary from 10 to 15 days if the product comes from France or Europe.

The status of my Order is "Out of stock":

This status indicates that one or more products in your Order are permanently out of stock and that we will no longer be able to dispatch it to you. We will then contact you to find a replacement or refund for the Order.

The status of my Order is "Cancelled":

Your order has been cancelled for a variety of reasons, the most common of which is your wish.

The status of my Order is "Partial refund":

This status indicates that we have partially refunded your Order to the original payment method.

The status of my Order is "Refunded":

This status indicates that an Order has been returned and that the amount paid has been refunded to the original payment method.

The status of my Order is "Return Parcel not collected":

This status indicates that the order initially dispatched has been returned to us because it was not collected in time from the relay point or post office. We will contact you to make new arrangements.

The status of my Order is "Received back":

This status indicates that we have received the parcel you requested and sent back. We will replace or refund the Order as indicated.

The status of my order is "Return dispatched":

This status indicates that the return of your Order has been replaced and reshipped.

The status of my Order is "Annual Holiday":

This status indicates that the shop is open but that we are on annual leave. Your order will be prepared and dispatched when we return. This information is generally visible in several places in the shop.

Once your payment has been validated and accepted, you will receive a confirmation email summarising your Order within a few minutes. 

If you have not received this email, please contact us using the contact form as soon as possible.

No, there is no minimum order amount on our Alsace Boutique.

If you encounter a problem with your Order, you can contact us directly from the Contact page, but don't hesitate to consult our FAQ - you might just find the solution to your problem!