1. My account
* How do I create my account?
To create your account for the Nucca online store, enter your email address, which becomes your login, as well as the other information required in the appropriate fields.
* How do I change my account details?
Changing your password or billing information is a very simple process. Click “My Account” and then enter your login and password. Once you are logged in, you can view and change your personal details.
* How do I change my personal details?
Simply login to “My account” by entering your email address and password in order to change your account details.
* What must I do if I forget my password?
Enter your email address in the “My Account” section and then click “I forgot my password”. We will send a new password to your email address.
* How do I subscribe to the newsletter?
Enter your email address in the home page, in the newsletter section at the bottom of the page. You will then be informed of our online store news and our exclusive offers.
* How do I unsubscribe from the newsletter?
Simply click the “If you no longer wish to receive our newsletters, click here” link at the bottom of each newsletter.
* What do you do with my personal information?
The information that you send us in order to process your order is used solely in our trading relationship. This information will not be shared or sold on in any way. Pursuant to the French Law on Information Technology and Liberties of 6 January 1978, you are entitled to access, rectify or challenge your personal details. Your bank details (bank cards) are used solely in your payment with PayBox, our secure payment partner. We do not hold your bank details.
* What security measures are set up on this site?
Our online site is coded with the Secure Sockets Layer (SSL) system, which creates a special platform for making payments.
We assure you that you are entering a secure area. You will see that the page name begins with https://www.nucca.fr and a small lock appears in the top left-hand corner of your screen.
* Which means of payment are accepted?
We accept payment solely by bank card (CB, Visa or Mastercard) or via Paypal.
* How is payment protected?
We use the PayBox E-transactions solution, which is recognised by the main financial players. This was developed so that you can make your payments in a user-friendly convivial environment offering the highest security and respect for personal privacy.
* Which countries do we deliver to?
We deliver to metropolitan France, Corsica, Monaco, French Overseas Departments and Territories, in Europe and worldwide.
* How do I track my package?
To track your package, login to your personal space by entering your email address and personal password. You can then go to the “My Orders” tab to find the order concerned and then click “Track Delivery”. As soon as we ship your order, we also send you an email containing a link enabling you to track your package.
* Which means of delivery are available?
We offer delivery via Colissimo and Chronopost.
* What are the shipping and delivery times?
Articles are shipped within 24/48 hours and delivered within 48 hours in France. From 4 to 8 working days for Europe. Via Chronopost, orders are delivered before 1 pm next day in France.
* What must I do if there is a mistake in my package or a product is damaged?
Contact the Customer Service department as rapidly as possible if you notice a problem in your delivery, by email to email@example.com or via the “Contact” section.
* What must I do if I still have not received my package?
If you still have not received your package a week after you placed your order, check that your details are correct on the website and inform firstname.lastname@example.org
* How much are the shipping charges?
Delivery is free for purchases of €200 and more (including vouchers and discount coupons), via Colissimo.
Below this amount, the shipping charges are as follows:
Colissimo France: To metropolitan France, Monaco and Andorra: €9.60
Colissimo Outre-mer (for French overseas departments/territories): €18.60
To the European Union and Switzerland: €17
To eastern European countries (excluding the EU, Switzerland and Russia), Norway and the Maghreb: €21.50
Other destinations: €28.50
Chronopost for France: €27
* Must I sign when I receive my order?
Yes, so you should preferably provide a delivery address where you are present during the day, as you must sign for delivery of your order.
The products are delivered to the delivery address you specify when placing your order. We shall not be held liable for damages resulting from a mistake in the information provided (product lost, late delivery, etc.). You are solely responsible for all expenses resulting from such a mistake.
For any other delivery problem, contact us on: +33 (0)126.96.36.199.51
4. My Orders
* How do I place my order?
To place an order, simply browse the site by viewing the products proposed in the different categories. Next, select each article that you want to buy by clicking “Add to basket”. Once your products are in the basket, you can check its contents by clicking it and then click the “Order” button to submit your order.
* How do I change or cancel my current order?
You can contact our Customer Service department by email at email@example.com, stating your order number and the reference(s) of your product(s). We can answer your request so long as your order has not been prepared and shipped.
* How do I find out if my order is indeed being processed?
You will be sent a confirmation of your order by email.
* How long does it take to process my order?
All orders are prepared and shipped within 48 hours (subject to availability). Once your order has been shipped, you will automatically be sent an email.
* How do I obtain advice or further information on the products?
A comprehensive description of each product is provided on its presentation page. To receive further information or simply advice on your chosen product or its use, contact us by email at firstname.lastname@example.org or via the “Contact” section. We will answer your request rapidly.
* How can I be warned when a product is available?
Send us an email to email@example.com or contact us via the “Contact” section. We will be happy to inform you by email when the product you want is available. You can also enter your email address on the description page of the product concerned to receive an email informing you that the product is available.
* How do I have my purchase gift wrapped?
We can wrap your products free of charge by special request.
Any request for gift wrapping must be made in the order form.
* Is VAT included in the product sales prices?
The prices shown include all taxes. As a result, they include the VAT mandatory in France, at the normal rate applicable.
Although we reserve the right to revise our prices at any time, products will be invoiced on the basis of the prices in force and displayed on our online store website when you validate your order.
* How do I return my purchase?
The product must be returned in perfect condition for resale, in its original packaging and complete (accessories, instructions, etc.), within 14 days of receiving your package. You are responsible for the return shipping charges.
After checking the returned product, we will either exchange it or refund the corresponding amount after deducting any shipping charges, within a period of thirty days.
To return your order:
- Login to your account using your email address and personal password;
- Click the “My Orders” tab, find the order concerned and then click “Request return”;
- Fill in your return request, stating the reason and the quantity of each article;
- Validate your request and then print the return slip and place it inside your package. The return address is shown on this slip.
* How much does it cost me to return a product?
If you are returning a product because we have made a mistake, we will of course fully refund the return shipping charges subject to justification. If, on the other hand, you are dissatisfied with the product, you are responsible for the return shipping charges and we will refund your purchase.
Only articles purchased on nucca.fr will be refunded solely on the site.
* How long does it take to be refunded?
Once your package is received in our warehouse, you will be refunded within 30 days, directly to the payment card used to validate your order.
If you have a deferred debit card, you will be refunded under the same terms and conditions as those of your usual debits.