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Help and support

Submission/customer account

Question: I have just become a customer of your Online Shop. How can I obtain the user details for my account?
Answer: If you have not received your user details, please request them using the Contact Form.

Question: Is my personal data safe?
Answer: Your personal data is safe with us. It is processed and secured against unauthorized access or third party's use, in accordance with the applicable laws.

Question: I forgot my password. What should I do?
Answer: Please use the "I forgot my password" function (under the password) on our submission screen.

Question: How can I change my password?
Answer: Please use the "Password" function in the "My Account" area (in the top right corner).

Question: How can I allow other employees of my company to make purchases in the Online Shop?
Answer: Please use "User Management" in the "My Account" area. In that way, named employees will be able to buy Products in the Online Shop.

Question: What can the "user management" function be used for?
Answer: You can register further employees in our Online Shop using the "user management" function, assigning the "Customer's User" status to them and, in that way, allowing them to make Product purchases in the Shop for and on behalf of your company. At the same time, you can further assign the "Customer's Administrator status to one of the above employees and, in that way, he/she will be able to manage the other employees of your company who have the status of Customer's User.

Question: Our company's name/address has changed. What should we do?
Answer: If your company's name/address has changed, please let us know about the change using the Contact Form. Once you have provided us with the new data, we will verify it and make the change accordingly.

Payment

Question: How can we pay for Products bought in the Online Shop?
Answer: At the moment, it is only possible to pay by bank transfer, on the basis of an invoice, or, in the case of down payments, on the basis of a proforma invoice. However, new customers (i.e. entities which buy Products in the Online Shop for the first time) may only make down payments for their first orders.

Question: What does a down payment involve?
Answer: With a down payment, we send you a proforma invoice by email once we have received your order and it is on the basis of the proforma invoice that you pay the sales price for the Products ordered. Once the down payment has been credited to the bank account indicated in the proforma invoice, as confirmed by our Accounting, the Product ordered by you is released for dispatch and delivered to you in line with the order placed.

Question: How can I change the billing address to which your invoices/proforma invoices are to be sent?
Answer: In order to change the billing address at which you would like to receive invoices/proforma invoices for purchases made in the Online Shop, you should use the Contact Form. Once you have provided us with the new address, we will verify it and make the change accordingly.

Question: Is it possible to view invoices/proforma invoices issued to my company for purchases made in the Online Shop?
Answer: By clicking the order number for which you wish to display the invoice/proforma invoice and "Order History" in the "My Account" area (in the top right corner), you may at any time display the relevant invoice/proforma invoice and download it as a PDF file.

Prices

Question: Why can I see two prices for one product on the Online Shop (one clear and one crossed-out)?
Answer: The crossed-out prices refer to the base price of the product. In order to reward our customers, we propose a specific rebate for ordering via our online platform. It is the clear price.

Question: What are the Online Shop price elements?
Answer: The Online Shop price for a Product is composed of two elements. On the one hand, the Product price includes the catalogue price of the Product, as reduced by the discount on Online Shop transaction (see the discount explanations above). On the other hand, the Product price includes the dispatch/delivery charges. The dispatch/delivery charges vary and depend on the total Product quantity for the given Order and the postcode of the delivery destination as indicated in your order. The following rules apply in that respect:

  • as far as the total Product quantity is concerned: the higher the total Product quantity and, in consequence, the more pallets will be used for the delivery, the more favourable (lower) dispatch/delivery charge for each pallet with the Product on it;
  • as far as the postcode of the delivery destination is concerned: what is relevant is not only the distance from our sugar plant or another location (e.g. a warehouse) from which the Product is dispatched but also the attractiveness of the given area to our forwarders/carriers. First of all, good return transport destinations are considered attractive.

Question: Does the Product sales price depend on the quantity ordered?
Answer: The price component corresponding to the catalog price less the discount available for some products in the Online Shop does not depend on the quantity ordered. However, the total order size affects the price component corresponding to dispatch/delivery charges. It is more cost-effective to order the largest quantity possible because that reduces the unit cost of transport for each pallet with Products on it (see also the sales price component explanations above).

Orders

Question: How can I check the status of my order?
Answer: You can check the status of your order at any time in the "My Account" area in "Order History".

Question: Can I make changes to my order once it has been placed?
Answer: In order to change an order which has already been placed, you should use the Contact Form. In principle, an order change is only possible until we have accepted the order. If you have already received our confirmation of your order, the order may only be changed by contacting the Customer Service Centre indicated in the confirmation and obtaining our acceptance for the order change.

Question: Can I cancel my order?
Answer: In order to cancel an order which has already been placed, you should use the Contact Form. In principle, a cancellation is only possible until we have accepted the order. If you have already received our confirmation of your order, the order may only be cancelled by contacting the Customer Service Centre indicated in the confirmation and obtaining our acceptance for the cancellation.

Question: What does the "Product with limited availability" description mean?
Answer: If any Product in the Online Shop is described as "Product with limited availability", this means that we can dispatch/deliver it only at a later date or subject to additional order completion time, or that we cannot deliver the Product at all. After receiving an order for a "Product with limited availability", we promptly advise you of the actual availability of the relevant Product and whether we can fulfil the order and if so, on what terms and conditions (delivery date, Product quantity etc.).

Delivery

Question: Is it possible to collect Products ordered in the Online Shop on one's own?
Answer: No, it is not possible to do that because our goal for Products bought in the Online Shop has been to achieve the best and the most effective internal logistic solutions. To that end, we eliminated any trucks collecting Products ordered in the Online Shop on behalf of our customers and Product deliveries are only made using a transport fleet which is completely under our control and management.

Question: Is it possible to choose a delivery destination outside?
Answer: No. We deliver our products only on the metropolitan France ( without the DOM-TOM and Corsica).

Products

Question: What can I do if a Product I want to buy is not available in the Online Shop?
Answer: Currently, the Online Shop is a distribution platform for our standard Products, i.e. Products whose availability is almost always ensured. In the future, there will be more Products on offer in the Online Shop. Please be patient. However, if you wish to buy Products which are not available in the Online Shop, please contact our Customer Service using the Contact Form. Our Customer Service will see to it that you can buy the Products which are of interest to you.

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