FAQ

Ordering and Payment

1. Which methods of payment do you accept?

   You can pay for your purchases by Mastercard, Visa or American Express. Payments by cheque or bank transfer are not accepted.

2. How do I pay with a gift card?

   Select your purchases then go to your basket. Enter your code in the "Gift Card" box on the right of your screen then click on "Apply". Your basket total is then automatically updated.

3. How do I know whether my order has been received?

   Once your order is received, you will receive a confirmation email at the address stated in your account. If you do not receive it within an hour, please check your spam folder or contact us at the following address: ecommerce@la-cornue.com.

4. I haven't received my order confirmation email

   Once your order is received, you will receive a confirmation email at the address stated in your account. If you do not receive it within an hour, please check your spam folder or contact us at the following address: ecommerce@la-cornue.com.

5. My payment has been refused

   If your payment has been refused, the order will not have been confirmed. Please therefore re-send your payment and contact us at ecommerce@la-cornue.com if the problem persists.

6. I would like to send someone a parcel as a gift without a bill, is that possible?

   All our parcels are sent out with a delivery note that does not show the price. The bill will be emailed to you separately to the address stated in your customer account. This means that you can send gifts discreetly.

Shipping and Delivery

1. Which countries do you deliver to?

   We deliver to all countries in the EU, plus the United Kingdom and Switzerland. If you wish to order accessories from outside this area, please check our list of distributors here https://lacornue.com/en-GB/find-a-distributor.

2. Does the price include postage and packing?

   Postage and packing are free for all orders placed on the website.

3. What is the timescale for delivery?

   Barring exceptional circumstances, our delivery timescales are 4 to 5 days from despatch.

4. Is it possible to have an item delivered to a store or pick-up point?

   We do not currently offer this service, but delivery to a pick-up point will be available in the near future. For now, deliveries can only be made to the address indicated as the delivery address.

5. Can I indicate a delivery address which is different from the billing address?

   Absolutely! In your customer account, you can enter a delivery address which is different from the billing address.

6. How do I track my order?

   Delivery is carried out by TNT in France and by Fedex for other EU countries, the United Kingdom and Switzerland. Once your order has been prepared and despatched, a tracking number will be sent by text and email according to the details you provided when placing the order (if you indicated you would like to track your order). This tracking number enables you to track your order via the carrier's interface.

7. My order has not arrived at its destination and I can't contact the carrier, what should I do?

   If your order does not arrive at its destination, please contact us at ecommerce@la-cornue.com.

Returns and Refunds

1. The product arrived damaged, what should I do?

   Please retain all packaging and proof of delivery, and contact us as soon as possible at ecommerce@la-cornue.com

2. The product is not what I expected, how can I return it?

   Please retain all original packaging and contact us as soon as possible at ecommerce@la-cornue.com

3. Will the cost of returning my order be refunded?

   We cover the cost of returning your order as well as all delivery costs, to guarantee a pleasant customer experience despite your disappointment.

4. Can I return an order if I no longer have the original packaging?

   Any La Cornue products which are returned incomplete, altered, damaged and/or soiled by the customer will not be refunded.

5. Can I return or exchange items in-store which I purchased online?

   We do not currently offer this service. Returns or exchanges can only take place via the online store.

La Cornue

1. Where can I find out more about La Cornue?

   If you would like to find out more about La Cornue, please visit our website at www.lacornue.com or our Instagram account at @lacornueofficial.

2. How can I receive updates and news on the latest inspirations from La Cornue?

   To receive our newsletter, simply visit your "My account/My details" area and tick the "Receive the newsletter" box.

3. Where are your products made?

   All our accessories are made in France by companies with Entreprises du Patrimoine Vivant (Living Heritage Companies) accreditation.

4. Can I buy a cooker online?

   Purchasing a cooker is a unique experience. To get the most out of this experience with a fully personalised service, we recommend requesting a quote online at https://lacornue.com/en-GB/build-your-own or visiting your nearest distributor https://lacornue.com/en-GB/find-a-distributor.

5. How long are your products guaranteed for?

   All our high-quality products are guaranteed for 5 years so you can enjoy using them for longer.