Help


For more information and for advice on our products:

Contact our customer service: +33 (0)3 20 44 14 41 (Calls charged at local rates)
Email : service-client@alexandre-turpault.com

Why set up an account on the site?

Setting up an account on the Internet site means you can place your orders much faster as your personal information is already registered. You also enjoy customer benefits (Tracking and past orders, save basket, customer monitoring, etc.)

What do I have to do to place an order?

a) Selection of items: You are interested in an item from the collection, you pick the size, colour and amount you want. The relevant price is shown, then all you have to do is click on « Add to basket ». Your item then is included in your basket. A window pops up to tell you your item has been added and gives you the option of having a look at your basket, or continuing with your shopping.

NB : Before paying, you can change the amounts in your order if you want, or if you have made a mistake.

b) My basket: This summarises your order and gives you the item reference numbers and amounts. You can change them at this stage. The total sum of your purchases is shown as well as delivery costs depending on the country where the items are being delivered to.

c) Delivery: Once you have set up your account, you pick a delivery address. This can be different to the billing address.

d) Payment: You now have to choose the payment method: by card, bank transfer or French cheque, then « confirm your order ».

d) Confirmation: Once payment has been approved, you will receive a confirmation e-mail.

- How do I change or cancel my order?

You can cancel or change your order at any time before payment is actually made.
In order to do this, go to « My Basket » and you can « delete » parts of your order or add to it by clicking on “Continue with my order”.

Or you can contact Customer Services.

How can I find out if an item is available?

In your basket, you can check the delivery time for each item. We will do all possible to make sure the items you want are available. However if one of our products is not presently available we would kindly request that you adjust your order accordingly or contact Customer Services for more information.

How are deliveries made?

Our chosen delivery method is: Colissimo express for deliveries within France and UPS for deliveries outside France.
In all cases, your delivery is constantly tracked and will need to be signed for by way of an additional guarantee.

How will I know when the items will be delivered?

We are committed to dispatching items that are in stock within 48 working hours of confirmation of payment (other than items available within 10 days and other than items notified as not being available) You then add on the delivery time for Coliposte (48hrs) or UPS (varies according to country of delivery).
Contact Customer Services for more information.

What are the different payment methods?

You can choose between payment by card, bank transfer of by cheque drawn on a French bank.

If you choose to pay by card, please be aware we accept Visa and Mastercard. You will automatically be directed to our secure Groupe CIC site. You will be asked for your card number, expiry date and security code. This information will be treated as and will remain confidential. Once your payment is approved, you will receive a confirmation email sent to your email address.

If you want to pay by cheque, you are kindly requested to send your order by post to this address: ALEXANDRE TURPAULT SAS Service Ventes Internet 660 rue de l'Épinette 59 850 Nieppe, France. Only cheques drawn on a France-based bank can be accepted. The cheque must be sent within 10 working days of the order being made. You will receive a confirmation letter, but your order will only be processed once the cheque is cleared. Once we receive your cheque, you will get a confirmation letter confirming your order is being prepared.

Is the payment secure?

We use the securitised payment services of Groupe CIC, who abide by SSL standards. Confidential information such as card number, expiry date and security code are encrypted and transmitted directly to the SIPS server without going through the Alexandre Turpault server. There is no need to worry about providing this information.

If you use a bank card to pay, the window marked ‘3-D Secure’ may appear while you are making your payment. This is for additional security information and secures against the fraudulent use of your bank card. For more information you are invited to check your bank’s website.

When does the payment go through?

For card and bank transfer payments, the transfer of funds takes place straight away.

For cheque payments, transfer of funds takes place after the cheque is received.

Do I pay shipment charges?

Shipment charges are payable on all orders. Shipment charges are based on order weight, value and destination.

Please be aware that for all orders delivered within France we pay shipment charges for all purchases over 100 Euros.

What do I do if I want to return any merchandise?

You have 30 working days from the date of the receipt of your order to exchange an item, or 10 working days to return an item and get a refund. The item being returned must not have been used, it must be in its original packaging and for postal returns it must come with a copy of the delivery notice and the reason for the return.

Items for return should be sent to the following address:

Alexandre Turpault SAS
Service Ventes Internet
660, rue de l'Epinette
59850 NIEPPE

 

The cost of returning an item is to be met by you. In the event of an exchange, Alexandre Turpault will meet the costs. An e-mail will be sent to you to confirm your refund which will be by cheque, bank transfer or card depending on the payment method you selected when you placed your order.

How do I choose the right bed linen size?

Before buying any household linen, you are advised to check and make sure you know the size of your mattress, covers and tables. Check our sizes guide which will give you the most suitable size.