FAQ
Need help ?
Customer Account
To create your account on the online store, enter your email address, which becomes your login and other required information in the appropriate fields.
Changing your password, or your delivery addresses is very simple. Click on “my account” and enter your username and password. Once logged in, you can view and edit your personal information.
When you click on the forgotten password link, please enter the email address that was used to create your account. Your password will be emailed to you instantly. Be sure to check in your spam folder or spam folder if you do not receive it.
Subscribe to the newsletter of the online store, by registering your email from the home page in the newsletter section at the bottom of the page. You will be informed of the news of the online store and our exclusive offers.
You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. Feel free to contact us about this if you have any difficulties.
You can find the items you added to the cart for a period of one year (subject to availability), by following the instructions below:
– Log in from the same computer,
– Go to the same browser,
– Use the same domain: https://taniere3d.com,
– Log in with the same customer account.
The information you provide to us to process your order is only used in the context of our business relationship. In no way may this information be shared with third parties or resold. In accordance with the Data Protection Act of 6 January 1978, you have the right to access and rectify your personal data. Regarding your banking information (bank cards), these are only used as part of your payment at our secure payment partner. We do not store any banking information about you.
For any request, you can contact our Customer Service by email at taniere3d@gmail.com .
I can’t find an answer?
Please complete our contact form, for any questions not available in this FAQ. Our team will be happy to answer you.
Orders
To place an order on the shop, simply browse the site by accessing the products offered in the different categories. You can browse by searching by type of articles or by universe. Then choose the items you want to buy by clicking on «Add to cart». Once your products are in the basket, you can check the contents of it by clicking on the basket, then let yourself be guided by clicking on the «Order» button. Your order is prepared in a maximum of 5 working days, then delivered to the carrier according to the delivery method and the country you have chosen. Delivery times are then between 2 and 7 days after delivery of your order to the carrier.
All your orders are shipped within 1 week or 2 weeks in case of customization (all our products are made to order).
Les délais de livraison sont alors compris entre 2 et 7 jours après la livraison de votre commande au transporteur.
You are informed (e) by email of the preparation and shipment of your package.
We send you a confirmation email a few minutes after the validation of your order. In this email you will find the summary of your order and a link to access your account and track the status of your order. Your order will go through the following statuses: “Validated”, “In preparation” and finally “Shipped”.
Upon delivery of your package to the carrier, you will also receive a new email informing you that your package has been delivered to the carrier, in which a parcel tracking number will allow you to follow the route.
Currently, it is not possible to cancel or modify your order. Indeed, upon validation of payment, your order is sent in production in order to ship it to you as soon as possible. However, if you still wish to cancel your order, please contact us at taniere3d@gmail.com .
For any request, you can contact our Customer Service by email at taniere3d@gmail.com .
Payment
We accept different payment methods: credit card, paypal… Credit card payments are completely secured by our partner Stripe.
You can use the following payment methods on the e-shop: Carte bleue, Visa, Mastercard, American Express.
The online store uses the Stripe e-commerce solution, recognized by the main players in the financial world. It has been developed so that you can make your payments in an ergonomic and user-friendly environment, with optimal security and respect for privacy. Stripe e-Commerce is the payment solution adopted by thousands of e-commerce sites. You will recognize these sites with the mention Secure payment by Stripe, which appears on the payment page.
Remember to check the validity date of your discount code. Also make sure to respect the box and enter your code without putting any space in it. Remember to clear your computer cache, If your code works, a text will be displayed to indicate that your coupon has been taken into account. The codes are not cumulative: if you have several, only one of them can be used during your order. After following these procedures and in case the code does not work, do not hesitate to contact the customer service of the online store by email at taniere3d@gmail.com
For any request, you can contact our Customer Service by email at taniere3d@gmail.com .
Delivery
What are the delivery methods and rates?
We offer several delivery methods for France, whose prices depend on the weight of the items:
– Mondial Relay – 3,48€
– Chronopost (Shop To Shop) – from 3,4€
– Colissimo – from 7,01€
– Lettre suivi – from 3,08€
For international deliveries we offer home delivery and the following associated rates:
Switzerland:
– Colissimo Domicile – from 11,08€
Zone 1: Germany, Belgium, Luxembourg, Netherlands
– Mondial Relay – from 3,55€*
– Mondial Relay (Domicile) – from 7,91€*
– Colissimo Domicile – from 9,06€
*Service available only in Belgium
Zone 2: Austria, Spain, Ireland, Italy, Portugal, United Kingdom (UK)
– Colissimo Domicile – from 10,04€
Zone 3: Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden
– Colissimo Domicile – from 11,53€
Zone 4: Cyprus, Bulgaria, Croatia, Finland, Greece, Iceland, Malta, Norway, Romania, Turkey
– Colissimo Domicile – from 13,51€
Your order is prepared in maximum 5 working days in our workshop or 10 working days in cases of customization, it is then delivered to the carrier according to the mode of delivery you have chosen. The delivery times are then between 2 and 7 days on average after the delivery of your order to the carrier.
Delivery rates: They are calculated automatically when you order according to the delivery method and the country you choose and you can see this amount in your cart.
Shipping times (out of our workshop) are 5 working days (Monday to Friday) maximum or 10 working days in the case of customization. This period corresponds to the time of manufacture and preparation of your order in our workshop (manufacture, verification, preparation package, packaging, labelling…), your order is then delivered to the chosen carrier.
Delivery times depend on the mode of transport chosen:
– For Colissimo home delivery (France), the period is 3 to 4 working days from the date of the order.
– For a Mondial Relay point delivery (France), the deadline
is 3 to 4 working days from the date of the order.
We currently deliver metropolitan France, Germany, Belgium, Austria, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, the Czech Republic, Romania, Slovakia, Slovenia, Sweden and Switzerland.
In this case, the parcel is delivered directly to you and if you are not at home at that time, a notice of passage will be deposited in your mailbox. This notice indicates the time and day of passage and the post office where you can pick up the package. You will then have to go to the post office indicated with the card of passage deposited by the postman and an identity document to withdraw it. You then have a period of 14 days, beyond the package will be returned to us.
If you still have not received your package after 15 days and no notice has been given to you, remember to check the situation of your package according to the mode of delivery chosen. You can also contact customer service by email at taniere3d@gmail.com
In these cases please contact the customer service of the online store before returning the item so that it gives you directions on the procedure to follow. For this it is very simple, just contact customer service by email at taniere3d@gmail.com
Return and refund
To return the products ordered you have a period of fourteen (14) calendar days from the day after the date of receipt of your
order.
Products must be returned in their original packaging, with their label and any accessories, only items returned in the original condition will be accepted and refunded.
Please make only one return per order made, so you must wait for the complete delivery thereof, if the latter was delivered to you in several deliveries/packages.
Only one return per order will be accepted.
– For any order placed on our site: Taniere3d.com
If you have a customer account, log in and make your return request via the form available in your customer area – Section “My orders” – Click on the link “Make a return”. No return can be accepted without the return form duly completed.
– In case you ordered from one of our partners: please refer to the specific return process of the reseller specified on their website.
Custom products correspond to all products with a specific request (color, photo, text..). These are products made from your specific request. These are highly customized products. As these products are not marketable, you do not have a right of withdrawal on our tailor-made products. However, in the event that the specifications provided by you have not been respected, we undertake to replace your product with another one strictly in accordance with the specifications. In addition, in the event that the products arrive damaged or defective, we also undertake to replace the products concerned. You must make the request to us by mail or mail by accompanying your request for photos.
For any return the return costs are at your expense.
We also refund your order in the event that the return is due to an error on our part, of course the shipping costs will be fully refunded on proof.
Your refund will be made on the credit card used for the payment by re-crediting it under the label «taniere3d», via our payment partner Stripe, within 15 days from the date of return of the package.
For any request, you can contact our Customer Service by email at taniere3d@gmail.com .
Technical problems
These mails can be in your «junk» mail or your «spam» folder of your mail software, they are increasingly sensitive to protecting the privacy of their users by identifying emails that are not part of your contacts for example We advise you to allow the domain https://taniere3d.com in your anti-spam tool and/or email.
If your payment does not pass, check that your card numbers or expiration date are not wrong. Check with your bank that it does not block payment. For security reasons, the customer service does not have access to your bank details but remains at your disposal to guide you.
The TANIERE 3D website is available with Microsoft Internet Explorer 8 or higher as well as on all versions of Mozilla Firefox, Google Chrome, Safari and Opera.
You can install the latest versions of each browser through the following links:
– Google Chrome
– Mozilla Firefox
– Safari
– Microsoft Internet Explorer
For any request, you can contact our Customer Service by email at taniere3d@gmail.com .