FAQ

HOW TO RETRIEVE MY PASSWORD?
If you forgot your password, we invite you to click on the link “forgotten your password” in “My Account”. An email from our customer service will automatically be sent to you in order to create a new one.

HOW TO BE INFORMED AND RECEIVE OFFERS?
We suggest that you subscribe to the newsletter on our homepage in the banner provided for the purpose or directly through your account if you already registered. 

You can unsubscribe at any moment on « My Account » or by clicking on the link at the bottom of each of our Newsletters.

WHAT ARE THE FREIGHT FEES?

Freight fees are offered starting from:

• 400 € in case of a purchase from France
• 1 000 € in case of a purchase from European countries (EEC et Island, Norway, United kingdoms, Switzerland)
• 2 000 € in case of a purchase from the United-States and Canada (Except from taxes and custom fees)
• 3 000 € in case of a purchase from other countries (Except from taxes and custom fees)

Custom fees and taxes remain at the expense of the customer for every international order.

HOW TO MAKE SURE MY ORDER HAS BEEN SUCCESSFULLY REGISTERED?

Once your payment has been approved you will be redirected to our website on an order confirmation window. You will then receive in a few minutes a confirmation email summarizing your order’s details.

If you have not received this email, we encourage you to contact our Customer Service, providing us with your name, date and amount of the order.

We will then confirm that the order has been successfully registered, or else let know how to validate it.

CAN I MODIFY MY ORDER?

To ensure the best delivery time we prepare and send your order in the following 24 hours after the validation of your cart (excluding public holidays, week-ends and annual closures). Therefore, if you wish to modify it, we invite you to contact us as soon as possible at the following number +33 (0) 4 90 38 73 31 or by email clicking here, providing us with your desired changes. If we receive this information soon enough we will stop the shipment of your order and adjust it according to your request.

HOW LONG IS MY CART SAVED?

If you do not wish to finalize your purchase right now and would like some time to think about it, please note that we save and keep your cart for 7 days. Once this period is exceeded, the items in your cart will automatically be cancelled.

CAN I INCLUDE A GIFT MESSAGE TO MY ORDER?

We give you the opportunity to write a personalized message that we will print on our Manufacture gift letter and that we will slip inside of your parcel. The writing of your message can be done at the end of your order on the “delivery means” page.

DO THE PRICES INCLUDE TAX?

All of our prices are indicated tax included on our website. If your delivery address is located outside the UE, the VAT will be deducted once your items are in the cart, before the final validation of your order.

IF I ORDER FROM A FOREIGN COUNTRY, DO I HAVE TO SUPPORT CUSTOM FEES?

Every delivery outside the European Community will be exposed to possible taxes and custom duties supported by the buyer.

WHAT ARE THE ACCEPTED PAYMENT METHODS?

We accept payment by:

• Credit Card
• Paypal
• Privilege cards
• Cheque
• Bank transfert
• Credit cards: Carte Bleue, Carte Visa et Carte Mastercard.

Paypal

Privilege cards payment with several instalments (Paypal) : Cofinoga, Aurore, 4 Etoiles

Bank cheque or Postal cheque (French bank account only) We thank you to send them to the following address providing us with the number of your order:

Brun de Vian-Tiran
Services Ventes en ligne
2 Cours Victor Hugo
84800 Isle sur Sorgue
France

Orders paid by cheque are processed upon receipt and cashing of the cheque, according to the available stock. Please allow 12 working days between the receipt and the cashing of the cheque.

Bank Transfert. Click here to ask us our bank details. Please do not forget to provide us with the number of your order.

In the last two cases you will be enabled to finalise your order on our website, therefore would you please provide us with:

- your complete address
- your phone number
- your email address
- your order details (items, size, colour, quantity)
- (attached to the cheque or by email)

IS THE PAYMENT SECURED?

Yes, the payment is 100% secured. Online transactions on www.brundeviantiran.com are secured by the payment system of our partner, Paybox. We subscribe to the 3D Secure service in order to ensure you an optimal security for your payment so that you can purchase with total peace of mind

All the exchanged information to process with the payment is encrypted according to the SSL standards. These data cannot be detected, intercepted nor used by third parties. They are not saved on our computer systems either.

MY PAYMENT IS NOT EXECUTED OR IS REFUSED

We invite you to contact your bank to ensure that:

- it detains your updated details so that you can receive the 3D Secure code on your mobile or by email to validate your order

- you have not exceeded your authorised threshold

WHAT IS THE DELIVERY TIME?

Your order is sent within 24 hours after receipt of your payment, subject to the availability of the product. The transporter delivery time must be added, depending on the destination of the order:

- Mainland France, Switzerland, Monaco et Andorra:

Colissimo  from 48 to 72 hours
- European Union via Fedex: 2 to 5 days

- Rest of the world via Fedex: 3 to 7 days

CAN I TRACK MY ORDER?

Your tracking number will be sent to you as soon as your order is given to the transporter. Clicking on it will allow you to access an interface which enables you to track your parcel on the transporter’s website.

Your parcel will be handed over to you against a signature.

WHAT HAPPENS IF I AM AWAY DURING THE DELIVERY?

In the absence of the receiver at the delivery address, a delivery notice will be left in the mail box to inform you of the postal contact point (for Colissimo consignments) otherwise you will have to schedule a new delivery date (for UPS deliveries).

Your parcel will be kept in the postal contact point during a 15 days-period starting from the following day of the delivery notice. At this period expiry the parcel will be sent back to us.

In the case the excess of the time limit is attributable to you (wrong delivery address, parcel not collected within the 15 days period) you will be in charge of the forwarding fees. Please do not hesitate to contact our Customer Service for any further information; indeed we are able to forward or reimburse such an order.

WHAT TO DO IF MY PARCEL IS DAMAGED?

We invite you to process as follows:

1- Before signing the delivery note, ask the deliverer to wait for you to open the parcel in order to check its good condition

2- If items of your order are damaged, please express reserves immediately or refuse the parcel providing explanations (damaged packaging, damaged item) on the document or on the computer terminal of the deliverer.

3- Please contact our Customer Service as soon as possible in order that we can schedule a new shipment in the best possible delivery time.

I STILL HAVEN’T RECEIVED MY ORDER, HOW CAN I DO?

Please first check that your order has been successfully registered. Following your payment acceptance, you should have received an order confirmation email. If you cannot find it in your email box, we invite you to check your Spam (unwanted messages). You can also search it on our website www.brundeviantiran.com on My Account section.

An email has been sent in order to advise you of the leaving departure of your order. If you have not received it within 5 working days and no delivery notice (Colissimo or transporter) has been left in your mailbox, please contact our Customer Service

WHAT IS THE RIGHT SIZE (CM) FOR THE DUVET OR THE BLANKET SUITABLE FOR MY BED?

We produce the entirety of our products in our Manufacture in l’Isle-sur-la-Sorgue, Provence, and are happy to propose you our made-to-measure service for your blanket and duvet made of natural fibres.

For any special size, we invite you to consult us by clicking here, asking for a free quotation. We will answer you as soon as possible during the Customer Service opening hours from Monday to Friday, 8am-12am and 2pm-6pm.

WHAT ARE THE CARE INSTRUCTIONS?
Our wool Masters select wool fibres from France and the whole world with great care, and our craftsmen own a state-of-the-art skill inherited from two centuries of tradition. To ensure you can fully and lastingly enjoy your Brun de Vian-Tiran item, we invite you to dry-clean it once a year. Following this cleaning step, we advise you to aerate your item by hanging it in open air 24 to 48 hours before setting it back on your bed.

HOW TO RETURN AN ITEM?

It may occur that the product you ordered does not meet your expectations (colour, size…); please note that you may return it within 15 days after date of receipt. We invite you to contact our Customer Service by email or by post to inform us during this period. The product must be carefully returned in its original packaging and must not have been washed and/or given to a cleaning service provider. For hygienic reasons products must not have been used. You are responsible of the return fees and if you wish to make an exchange (colours, size…) you will also be responsible for the delivery fees of the new item.

In the event you received an item with a potential defect, the product must go through our quality department to ascertain the defect or not. If the defect is ascertained, the return fees will be reimbursed to you and the item exchanged.

In the event Brun de Vian Tiran made a mistake in the preparation of the order, the removal and forwarding costs will be supported exclusively by Brun de Vian-Tiran.

WHEN WILL I BE REIMBURSED?

The reimbursement of the item (delivery costs excluded) will be processed by the same method of payment used during the order placement, within a 14 days period starting from the receipt of the item in our premises in l’Isle-sur-la-Sorgue.

OUR COOKIES POLICY

Brun de Vian-Tiran uses cookies for different purposes: the main one is to improve your customer experience on our website, indeed cookies provide us with feedbacks on its performance and therefore allow us to upgrade its functions.

This data collection occurs when you:

• Create an account
• Subscribe to the newsletter and put items in your wishlist
• Create an order
• Navigate on the website and consult items
• Write a comment about an item
• Share an item’s description to a friend by email
• Once you log out of your website, the registered data are stored for a legal period of 13 months before being definitively cancelled.

If you wish you can set your computer against cookies’ data collection by configuring your internet browser. You must know that this way you will lose the personalization of the customer experience offered on the website.

PERSONAL DATA PROTECTION

Within the framework of distance selling, Brun de Vian-Tiran is obliged to collect data regarding you, this information is essential for your order processing (order confirmation, delivery notice and invoice). It enables us to better match your expectations and to ease the relationship between you and our customer service.

These data are strictly confidential and intended for Brun de Vian-Tiran company solely.

In accordance with law No 78-17 of January the 6th of 1978, related to data processing, data files and individual liberties: the processing of the nominative data collected on www.brundeviantiran.com has been the subject of a declaration at the Commission Nationale de l'Informatique et des Libertés (CNIL-France: National Comission for Data Protection and Liberties). You have the right to access, modify, rectify and delete any data concerning you. To exercise this right you must send an email to the Brun de Vian-Tiran Online Sales department at the following email address: [email protected] or a mail to the following address : Brun de Vian-Tiran 2, Cours Victor Hugo 84808 L’Isle sur la Sorgue, France.

For any information request we invite you to contact us by email or by telephone.

- Phone, +33 (0)4 90 38 73 31 from Monday to Friday (excluding public holidays and Manufacture annual closures - 1 week during Christmas and 2 weeks in August)

- Contact form, Click here