Help - FAQ
MY CUSTOMER ACCOUNT
When you are on the homepage, simply click on “My account” and “Register” using a username you have defined and your e-mail address. A password will be sent to your e-mail.
Your customer account will then be created and you will receive a confirmation e-mail at the e-mail address you have entered.
When you log in to your account, simply click on Forgot your password? and enter the e-mail address you used when you registered in the dedicated field and click OK.
You will then receive an e-mail containing a link that will allow you to create a new password.
Thé Tip Top strictly applies the law 78-17 of January 6, 1978 relating to “data processing, the files and freedoms” as well as the ethical principles which result from it as for the personal information which you can be brought to communicate to us within the framework of an order placed on our Internet site. This personal information is protected, declared to the CNIL and exclusively reserved for the use of our production staff. You have the right to access, modify, rectify and delete your personal data.
You can exercise this right by writing to Thé Tip Top, 22, rue Royale, 75008 Paris.
You can also send us an email using the contact form.
The Thé Tip Top website has been registered with the CNIL under the number 1572848.
Yes, to do this you need to go to “My account“, then “My orders” and you will find your purchase history.
Directly on your account after you have logged in by clicking on “Modify” then “Validate“.
By subscribing to our Newsletter, you will be able to benefit from promotions and be the first to know about the latest Thé Tip Top news (products, events, gifts…).
OUR PRODUCTS
You can find all the products (teas, infusions, boxes, accessories) of Thé Tip Top on this website, in our shop located at 22 rue Royal, 75008 Paris. But also during TEA TIME meetings at home with one of our independent retailers.
Thé Tip Top teas and infusions can be kept for 2 years from the date of opening. For a better conservation of your teas bought in 100gr tins, we advise you to keep the plastic film in which the tea is stored and to close it well after use.
The teas should be kept in a dry place and away from light.
You can find inspiration in our category boxes & gifts and accessories that we have.
All our teas are exclusively organically grown and produced in accordance with fair trade principles.
Tip Top Tea does not send out samples other than those provided free of charge with each order in the shop or on the online shop.
We are happy to offer free tastings at our in-store tasting workshops.
With an average of 2.5g of tea per cup, you can make 40 cups with a 100g tin.
MY ORDER
To order on our website, you just have to select one or more items, which will automatically appear in your shopping cart, and to select the “order” button. You will then be redirected to the purchase form. Once the payment is validated, the order is immediately processed.
We invite you to send us an email using the contact form pour nous expliquer le plus précisément possible le problème que vous rencontrez. Nous vous prions également de nous indiquer quel système d’exploitation (ex. Windows XP, Mac OS X…) et quel navigateur (ex. Internet Explorer, Firefox…) vous utilisez.
You will automatically receive an order confirmation email at the email address you have provided, as soon as you have validated your order.
You will automatically receive a shipping confirmation message when your order is shipped. This message informs you of the parcel number and provides you with a link to the website for tracking your delivery.
Deliveries are made within 4 to 6 working days in France and 7 to 28 working days in Belgium, Spain, Ireland, Italy, the Netherlands, the United Kingdom (UK), Russia, Switzerland and Turkey to the address indicated by the Customer when ordering on the site.
Alternatively, you can collect your order directly from a selection of participating shops in mainland France.
Click & Collect: Free service with no minimum purchase in a selection of participating shops in mainland France.
Standard Colissimo delivery (“home delivery”): €4.70 (four euros and seventy cents)
For an amount of 45,00€ of purchase or higher, any order delivered in Metropolitan France (Corsica included), will have the carriage costs offered.
Follow-up of order: As soon as Thé Tip Top proceeds to the sending of the order, an e-mail will be sent to the purchaser, with the number of parcel and a link of follow-up of its delivery.
For Metropolitan France, the delivery time for standard delivery orders is 4 to 6 working days. Your parcel may be in the process of being delivered or may be waiting for you at the post office. You can be informed of this by consulting the postal service’s parcel tracking website with the Colissimo tracking number that was sent to you by email.
Once your order has been validated, you will receive an automatic e-mail proposing that you follow the progress of your order; from its preparation to its delivery.
To contact customer service, please send us an email using the contact form and we will contact you as soon as possible.
You can have your order delivered to the address of your choice. For each order, specify the delivery address if it is different from the address associated with your customer account (billing address).
You can even specify if it is a gift and attach a personalised message to your shipment for the recipient of the package (see next paragraph).
If you wish to deliver a gift order to a So Colissimo relay point, you will need to forward the email or SMS presenting the collection order to the person who will be collecting it.
MY PAYMENT
We offer two ways to pay online: STRIPE by credit card (Mastercard, Visa, etc.) and by PayPal. These two methods of payment are totally secure (as seen in the “Security and confidentiality” section).
However, if you do not have a bank card or a PayPal account, as an exception, we accept payments by bank transfer and by cheque.
For the latter two methods of payment, we invite you to contact our customer service department, which will send you our bank details (for the transfer) and will activate the cheque/transfer payment option on your account so that you can enter your order directly online.
In both cases, the order can only be dispatched once your payment has been confirmed (10 days for confirmation of cashing a bank or postal cheque).
Once you have entered your credit card details and validated your order, our service provider will ask your bank to authorise payment. In case of refusal of payment, please check first that the data entered is correct.
If this is the case, we invite you to contact your bank in order to verify the reasons for the refusal of payment. The main reason for the refusal of transactions is that the weekly payment limit has been reached or exceeded.
In case of doubt concerning the validation of your order (non-receipt of the order confirmation e-mail), you can contact our customer service who will confirm whether or not your order has been taken into account.
To guarantee you a total confidentiality of the transactions, the on-line payment by bank card on the site Thé Tip Top is protected by the SSL protocol, which automatically controls the validity of the access rights at the time of the payment and encrypts all the exchanges in order to guarantee the confidentiality of it. Thanks to SSL encryption, your bank details never pass in clear text over the network.
Some promotions are valid :
– Only on thetiptopparis.com website (cannot be combined with other valid offers).
– Only in the Thé Tip Top shop.
– Both in the shop and on the website.
For codes that can be used in the online shop, simply enter your code in the “promotion code” field below the basket.
If you forget to enter your promotional code, our customer service department will not be able to add this code after the order has been registered.
We therefore invite you to check that the code is included in the summary of your order before validating it.
RETURNS AND REFUNDS
You have a period of 14 clear days from receipt of the products to exercise your right of withdrawal. If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended to the next working day. Simply download the withdrawal form and send it back to us by e-mail (response within 48 working hours).
Please note that only the person who paid for the product can exercise this right.
The package should be returned to the same address as the withdrawal form (downloadable below) after validation by our customer service.
The customer has a period of 14 working days from the date of delivery to exercise the right of withdrawal by sending an e-mail to service.client@thetiptopparis.com. If the period expires on a Saturday, Sunday, holiday or non-working day, this period is extended until the next working day.
The refund will be made via the payment method used at the time of purchase and will be made as soon as possible after receipt of the returned Product(s) and at the latest within 14 days of their receipt(s).
Refunds will only be made if the Product is returned in perfect condition, complete and unused, in its original packaging, accompanied by all its accessories, documentation and the original purchase invoice.
Products ordered cannot be exchanged. You will then have to apply your right of withdrawal
and place a new order with the desired products.
Products purchased in the shop can be exchanged within 30 days upon presentation of the receipt and provided that the item has not been opened (sealed in its original packaging).
If, when you open your parcel, you notice an error in the products or that an item is defective, we invite you to take a photo of the item in question and to contact our customer service department so that the latter can tell you what procedure to follow.
If the parcel is damaged at the time of delivery, we invite you to refuse it. The package will then be automatically returned to us. The amount of your order will then be refunded to you within 7 days of receipt of the package in our premises.
OUR EVENTS
Tea Time is the result of a concept: enjoy the high quality service and organic products of a tea room while staying at home!
Tea Time is also about meeting people! Share a convivial moment with one of our passionate independent retailers who will market our brand Thé Tip Top and our products through tasting/sales meetings at their home or who will come to your home if you wish!
During this meeting with our specially trained Tea Time home retailers, you will discover the different ranges of quality organic teas and Thé Tip Top herbal teas that we offer. We will help you discover the unbeatable and authentic tastes, but also their health benefits. You will have the opportunity during this meeting to buy all the teas and infusions, boxes and accessories Thé Tip Top that you will appreciate.
A gustatory pleasure to discover alone or in a group.
To participate in Tea Time events you can :
Check our calendar first on the regularly updated “events” page to see if the date you wish to hold your tasting meeting is available.
Then,
- Fill in the registration form on the “events” page, specifying your contact details, your request to participate, whether you would like the event to take place in your home or not, specify the date that suits you, your town, the number of people if you wish to be accompanied. We will then contact you as soon as possible to organise a meeting in your town with one of our independent dealers.
- You will receive a confirmation email if your meeting is accepted. If you have requested that the event be held at your location, our reseller will contact you afterwards to find out your time preferences for the meeting and to send you the documentation.
Then once our reseller has organised the event in your city, either at their home or at the home of someone who has requested that the event be held at their home, you will see the event appear at the top of the “events” page.
You must then click on “book now” to reserve your place for a fee of 15 euros.
The price of this service (15 euros) includes
- Tasting and initiation to the preparation of the tea of your choice from our product catalogue (2 classic infusions +1 gourmet tea recipe).
- The utensils and materials necessary for the preparation of these teas.
This service is limited to a maximum of 10 guests.
The following elements : All teas, infusions, boxes and accessories that you can purchase during Tea Time are not included in the price.
To be informed of new Tea Time events you can :
- Find all the events organised or in partnership with Thé Tip Top on the calendar. By clicking on the orange dates you will be redirected to our events pages and their booking forms.
- Follow us on social networks! Each event will also be published on social networks and subscribe to our newsletter !
BECOME A PARTNER
To be eligible, a reseller must :
- Be of legal age (18 years and over)
- Be declared as an independent seller with a mandate to do so
At the beginning of our collaboration, the retailer will receive appropriate training in order to be able to sell Thé Tip Top products to private individuals in the best possible way.
For more information on how to partner with Thé Tip Top, please visit the Become an Independent Reseller page or contact us by e-mail: revendeur@thetiptopparis.com
Do not hesitate to contact us via the contact form.
A member of our team will contact you to coordinate the implementation of your project.
To find out more about the partnership with Thé Tip Top, please visit the Become a Franchisee page or contact us by e-mail: franchise@thetiptopparis.com
Do not hesitate to contact us via the contact form.
A member of our team will contact you to coordinate the implementation of your project.
