FAQ's

My account, my password and my personal information

My password does not work

I have not received my new password

I forgot my password

How do I change my password or change my account information?

If I do not want to receive emails, what do I do?

How do you use personal data in my account?

 

My order

How to order online?

I want to cancel my order

How long will it take for my order to be shipped?

 

Advantage code / Coupon

How to use my vouchers / coupons?

 

Payment methods

What payment methods are available?

Are card payments secure?

I want to change the payment method, but I've already completed my order

 

Confirmation of my order

I have not received confirmation of my order

I want to change my order

I want to print my invoice

 

Shipping

What is your delivery area?

What carrier do you use?

What are the costs and delivery times?

How can I track my order?

 

Return Items

How do I return an item ordered on the site?

How long do I have to return an item?

What happens once I return an item?

How does a voucher work?

Can I request a refund in place of a voucher?

 

Customer Service

How can I contact customer service?

 

Gift

How do I send a gift to a friend?

Is it possible to have an item gift wrapped?

 

Miscellaneous

Our Terms and Conditions

Need information? Want to give us advice? Contact Us!

Can I order a catalog?

 

 

 

My password does not work

Make sure you have correctly entered your email and your password.  If it still does not work: click here to automatically receive a new password.  Please verify your email address to automatically send your new password.

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I have not received my new password

Generation of a new password is not instantaneous and may take some minutes (2-5 minutes).  Wait a few seconds and you will receive an automatic email with your new password.  If you click repeatedly you will receive multiple new passwords.  Only the last is valid.

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I forgot my password

To automatically receive a new password, click here.  Please verify your email address to have your new password automatically sent.  Feel free to personalize your password to help you remember it under “My Account> My Personal Info”

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How do I change my password or change my account information?

Log into “My Account” with your access codes which are your email and password xxx, you can then edit your account information.

To change your password, once identified, click on "My Personal Info".

Enter the old password xxx then twice your new personalized password.

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If I do not want to receive emails, what do I do?

You can unsubscribe at any time from the newsletter through the hyperlink at the bottom of the emails received or by removing the tick in the appropriate box under "My Account> My Personal Information".

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How do you use the personal data of my account?

LE CADRATIN is committed to preserving the confidentiality of all the personal information you provide, when you send us a message or fill out a form on our site.  This personal data allows us to send you information or to inform you of offers that match your needs. LE CADRATIN alone has access to the data you provide and is empowered to handle such data, including statistics on use or in connection with sending e-mails.

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How to order online?

STEP 1: Shopping Cart
Click "add to cart" once you find a product you want.  If the product is available in different sizes or colors, remember to select the desired amount.  Your basket is at the top right of your screen and there you can also specify the desired amount.
Continue browsing and click "add to cart" when necessary.
Once you've placed in your cart all the products you want, click on "Check out".  Then you will be able to view the details of your basket.  You can still change the quantities ordered or even delete items.  You can choose to send your products in a gift box and add a message.
Until the last moment, you can change your choices.
STEP 2: Identification

If you have not already identified yourself by logging into My Account, you will be invited to do so before proceeding to the next step.  You may also choose to skip the creation of an account and simply check out as a guest.

STEP 3: Contact

Fill the form carefully.  Identify the shipping address among the addresses you have stored or add a different one.

STEP 4: Delivery

Choose your shipping method, Economy or Priority.

STEP 5: Summary and Payment

In the summary of your order, check all your information before submitting your order.

STEP 6: Confirmation

Once payment is made and confirmed, you will receive an email order confirmation, which will summarise the details of your purchases.  You can then track your order by clicking "My Account" then "My orders".

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I want to cancel my order

To cancel an order, please let us know as soon as possible before processing and shipping your package by contacting our customer service here.  Once shipped, delivery charges will not be reimbursed.

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How long will it take for my order to be shipped?

It takes up to 2 business days to process and ship your order.  The delivery time depends on method of delivery chosen and the country of delivery (from 2 days to a week).

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How to use my voucher / coupon?

You will find all codes available to under “My coupons” (in My Account).  To use, simply enter the code on the check out page.  The amount is automatically deducted from the total payable.  You can use more than one code for one basket, they are cumulative.

The same applies when we credit you the amount of an return – the credit slip is made available to you as a code.

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What payment methods are available?

You can pay by credit card (via Paypal - it is not necessary to have a Paypal account).

We also accept payment via bankwire, cheque (France), bulletin versement (Switzerland) and cash on pickup instore.

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Are card payments secure?

We recommend this option because it is the easiest, fastest and completely secure.

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I want to change the payment method, but I have already ordered

Once an order is placed on the site, it is impossible to change the mode of payment.

However, if you want to change the payment method, please kindly cancel your confirmed order (customer service request here) and order again.

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I have not received confirmation of my order

It may be a typo in your email address.  Make sure you can log into the site and access "My Account".  If you can login and you have not received confirmation email from LECADRATIN.CH, we recommend you contact us via the Contact section of the site so that we confirm your order.

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I want to change my order

Once an order is registered and validated on our site, it is impossible to change the selected articles.

However, if your order has not been processed, we will try to do the utmost to satisfy you.  Please specify your request by contacting customer service here.

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I want to print my invoice

Log into "My Account" using your email and password, then click the link "My Orders" and you will see a list of your orders.  Simply click on the printer icon next to the invoice you wish to print.

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What is your delivery area?

We deliver to most countries worldwide.  If your country does not appear in the list of countries, please specify your request to customer service.

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What carrier do you use?

All deliveries are made using Swiss Post.

For details of destinations available to each of these modes of transport, click here.

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What are the delivery costs and delivery times?

The delivery charges vary depending on the mode of transportation and country of delivery.

For more details, click here.

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How can I track my order ?

At any time, you can access your current orders from the link "My Account" at the top right of the site LECADRATIN. CH.

Our team is at your disposal to inform you and reassure you if necessary.  Feel free to contact us!

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How do I return an item ordered on the site?

You must first request a return via "My Account> My Orders":  you will see a list of all of your past orders, simply click the appropriate order number and tick the products you want return, fill in the reason for return and validate.

This automatically gives you a return number (that will need to be affixed to the package).

Your request must then be validated by our customer service department.  Once the status of your return is “Return validated by customer service, waiting for the package”, you can return your parcel.

Your request must be made within 7 days after receiving your order.

Your articles must be returned to us at your expense in perfect condition (not damaged) in their original packaging with labels (plastic bag, etc.)..

Our address for returns:
Le Cadratin
Customer Service - Return No. xxx (Return Number)
10 Rue de la Madeleine
CH-1800 Vevey
Switzerland

The generation of a voucher will only occur after verification by our customer service team regarding the quantity and quality of items that were returned. Articles should not be used or have suffered damage.

Upon receipt of your return and validation by customer service, we will create a voucher on your account and a code for you to use to redeem the voucher.  You will receive a confirmation of the return via email.

This voucher is valid for 1 year.  It is not refundable.

To use the voucher, go to "My Account> My vouchers”.  Simply copy and paste the code into your shopping cart on your next order and the amount of will be automatically deducted.

No article shall be set aside for exchange.

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How long do I have to return an item?

You have 7 days from the receipt of your package to request a return.

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What happens after I return my items?

Upon receipt and validation by us of your return, we generate a voucher for the value of returned items, and a code for you to redeem the voucher.

This voucheris valid for 1 year on our site LECADRATIN.CH.

To redeem the voucher, go to "My Account> My vouchers”.  Simply copy and paste the code into your shopping cart on your next order and the amount of will be automatically deducted.

This voucher is not refundable.

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How does my voucher work?

When a voucher is created, we also create a code in order for you to redeem it.  To redeem your voucher, go to "My Account> My vouchers.  Simply copy and paste the code into your shopping cart on your next order and the amount of will be automatically deducted.

Vouchers are valid for 1 year on site LECADRATIN.CH.

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Can I request a refund in place of my voucher?

The voucher is not refundable.

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How can I contact customer service?

You can contact customer service by filling out the form by clicking here.

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How do I send a gift to a friend?

You can send a gift to a friend by entering their address as the shipping address at the check out.  It is also possible to add a personalised message at the same time.  The invoice will not be attached to the package.

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Is it possible to have an item gift wrapped?

Yes.  Just ask when ordering.  You can add a message card to accompany the gift.

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Our Terms and Conditions

To view the terms and conditions click here.

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Need information? Want to give us advice? Contact Us!

Our team is available to help you every step of your visit or your purchase.  We want you to enjoy online premium service that you expect when ordering our products.  And if your experience at LECADRATIN.CH was not what you expected, we want to talk with you and act accordingly.

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Can I order a catalog?

We do not publish a paper catalog of our products.

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