FAQs
FAQs
Find a product
1. How to quickly find a product?
Choose the category that interests you (eg: Food), then choose the subcategory that interests you (eg: Croquettes) then click on the product you want to consult. If you know the name of the desired product, click on the magnifying glass located at the top left of the page and enter the name of the item.
In addition, we invite you to consult the opinions of other Internet users as well as the questions that have been asked about the product. You will find these instructions at the bottom of the product sheet.
2. I am interested in a product but I need more information, what can I do?
If the product description does not answer all your questions regarding the item, contact us via our form, we will be happy to guide you in your choice!
3. What to look for first on a product sheet?
On each product sheet, you will find the brand, price, availability in stock and description. We also offer you a selection of compatible and/or complementary articles and accessories.
In addition, we invite you to consult the opinions of other Internet users as well as the questions that have been asked about the product. You will find these instructions at the bottom of the product sheet.
FAQs
Place an order
1. How to create a customer account?
Go to the top right of your page, click on the login logo and follow the instructions to create your account .
2. How do I add a product to my basket?
Add the items of your choice one by one to your basket. To do this, specify the quantity you want then click on “Add to cart”.
When you validate your final basket, you can view the total amount of your order as well as the delivery costs for each carrier.
3. How to place an order?
Step 1: Summary
Check the contents of your order on the summary: item(s), carrier and delivery costs. At this stage you can still modify the quantities, the delivery method, or enter a promotional code.
Step 2: Identification
If this is your first order, you must create a customer account. To do this, click on “ Create my account ”. Then, simply enter the information into the registration form. Make sure your email address is correctly written and your phone number is valid in order to receive all notifications related to your order.
If you are already a customer, identify yourself with the e-mail address and password that you registered when you first ordered and click on “Login” to place your order. If you no longer remember your login details, please contact us .
Step 3: Your contact details
Check the accuracy of the information (name, address, telephone number and/or email). Wrong information could compromise the proper delivery of your order. Once the verifications have been completed, click on “Payment”.
Step 4: Payment
Choose your payment method. If you pay by check or transfer, please read the information that will be displayed after confirming the order. To pay by credit card, click on “Bank card”. Enter the requested information then click “Continue”. After checking all the elements, click on “Confirm order”.
At any time, you can return to the previous page at the bottom left of the page.
4. How can I benefit from the welcome offer?
A welcome offer is offered to all our new customers. This offer allows you to benefit from a 10% discount (no minimum purchase) on the total amount of the first order (excluding shipping costs).
To do this, simply enter the code “BIENVENUE23” in the “Discount code” section on the right on the payment page. The discount will be applied automatically upon entering this code. It can only be used once and cannot be combined with other current discounts (via a discount code).
FAQs
Loyalty program
1. How to access the loyalty program?
Two possibilities to access our loyalty program:
- Click here
- Click on the blue button at the bottom left of the page → My Points
2. How does your loyalty program work?
Our loyalty program works in the form of points that can be converted into discounts on your next orders:
- Creating your account: 25 points
- Place an order: 1€ spent = 5 points
- Like and share our Facebook page: 20 points
- Your birthday: 200 points
3. What are the advantages of your loyalty program?
When you have accumulated 800 points , you can then transform them to obtain a 15% discount valid on your next order.
4. How do I convert my points to obtain a discount code?
To convert your points to obtain a 15% discount code valid on your next order, click here then redeem your points, then copy the code and enter it during checkout.
FAQs
Favorites list
1. What is the favorites list?
It allows you to save, in an easily accessible list, the items you fell in love with and would like to purchase later.
2. How do I access my favorites?
To access it, click on the heart button at the top right of the page.
3. How do I add my favorites list to the cart to buy them immediately?
Access your favorite list then click on “Add all to cart”.
FAQs
Price and availability
1. What happens if the price has dropped on the site after I placed my order?
Prices may vary. Only the price displayed at the time of ordering will be taken into consideration.
2. The product is marked "On sale" what does this mean?
This means that there is at least 1 copy of this item in stock and that it can be shipped within 48 hours maximum.
3. What happens if the ordered product is no longer in stock?
If the ordered product is no longer in stock, we order it from our supplier. Restocking time may vary between 5 and 7 days.
FAQs
Payment
1. When am I collected?
For payment by credit card or via PayPal, we collect the amount from your order only when it is shipped.
Payments by bank transfer or check are collected when your order is registered.
2. How to pay by credit card?
When paying, have your bank card ready, choose the “Bank card” option and follow the instructions.
3. How to pay by check?
Once your order has been validated with the “Cheque” payment method, send it duly completed to the order of “Le Kingdom de Lecki” to the following address:
The Kingdom of Lecki - 788 Rue du Boudyck - 59143 Millam - France
Do not forget to attach the following supporting documents to your letter: a photocopy of your signed identity card and proof of address.
4. I don't have a bank card or checkbook, how else can I pay for my order?
You can also pay by bank transfer, your order will be validated upon receipt of your transfer (additional processing time).
If you have chosen to collect from the farm, you can pay for your order in cash directly on site.
5. I can't place my order on the site, can I place my order by phone?
Yes, you can place your order by telephone by calling us on 06 08 15 91 16, Monday to Saturday, from 9 a.m. to 7 p.m.
FAQs
Delivery
1. Where do you deliver?
Delivery is made in mainland France and in EU member countries.
2. Why did I have to pay shipping costs when on the site it is indicated that shipping costs will be free?
When you are required to pay shipping costs, you surely fall into one of the following three cases:
- The order amount does not reach €69
- You have chosen to be delivered to your home by Colissimo
- Your order contains one or more bag(s) of kibble.
Note: if your order includes at least one bag of kibble, delivery will be free to a relay point and from €69 of purchase.
3. What is the delivery time?
Delivery times are valid from the time your package is shipped. They vary depending on the carrier in charge of delivery.
It takes on average a delay of 3 to 4 working days if you have chosen delivery to a relay point.
Note: the announced delivery time can sometimes be extended in the event of public holidays or special reason(s) from the carrier.
5. Can I collect my items directly from your farm?
Yes, it is completely possible. In this specific case, please place your order normally then select the “ Collection from breeding - Click & Collect ” option.
As soon as your order is ready for collection, you will be notified by email and/or telephone to set up a collection appointment.
FAQs
Order modification
1. How do I cancel my order?
If your order has not yet been shipped, you can cancel it in whole or in part. You must contact us as soon as possible by telephone on 06 08 15 91 16 or send an e-mail via the contact form.
If your order has already been delivered to the carrier, you will need to refuse delivery.
If your order has been partially shipped, you can ask us to cancel shipment of the remaining products. You will then be reimbursed for the unshipped products.
2. How do I modify my order?
If your order has not been shipped and you wish to modify it, you must contact us as soon as possible by telephone on 06 08 15 91 16 or send an e-mail via the contact form.
FAQs
Registration and validation of the order
1. I have not received an order confirmation, what should I do?
You will receive an email notification after validation of the order. First consult your order tracking to ensure that it has been recorded.
Check that the registered email address is correct or that our confirmation email has not been sent to your email spam folder.
2. My order is still awaiting payment, what should I do?
If you have opted for payment by check or transfer, this means that we have not yet received your payment.
Upon receipt of this, your order will be quickly validated.
3. Why am I asked for information or supporting documents to validate my order?
In accordance with our commitment to payment security, we verify the information entered when registering orders.
We may ask you, in certain cases, for additional supporting documents (copy of your identity document, proof of address) in order to ensure that it is not fraud and to validate and ship your package in completely safe.
In order to receive your package as quickly as possible, we recommend that you indicate when ordering a telephone number where we can easily reach you, and to confirm the information or return the requested documents as quickly as possible.
FAQs
Preparation and shipping of the order
1. When will my order be shipped?
If the product(s) are in stock, your order will be shipped within 24 hours after validation.
If the product(s) are not in stock, you will have to wait until the supply date that we have communicated to you. Restocking can only be done after validation of your order.
2. What happens if the ordered product is no longer in stock?
If the ordered product is no longer in stock, we order it from our supplier. The restocking time may vary between 5 to 7 days.
FAQs
Tracking and receiving
1. The tracking on the carrier's website does not include any shipping information, what should I do?
The tracking of your package is, except in the case of delivery by a specialized carrier, transmitted to you when your order is notified of shipment.
This link will redirect you to the carrier's website within 24 hours after notification by e-mail. If no information appears, please try again the next day, processing and flashing time is necessary.
2. My package has been shipped but I still haven't received it, what should I do?
Your package should reach you within 2 to 4 business days after the shipping date.
Go to the carrier's website to find out the status of your package. We invite you to wait until the fifth or sixth business day after the shipping date before contacting us. If your package is on hold with the carrier following an absence, we invite you to collect it from the address indicated on the delivery notice.
We also ask you to check on your order tracking that the delivery address indicated on your order is correct. No modification is made to your order without a request for intervention on your part.
In the case of delivery by specialized carrier, an appointment will be made by telephone, please ensure that this is valid.
If your package takes longer than expected to be delivered to you, contact us so that we can contact the carrier. In certain cases, a dispute file may be opened with the carrier.
Unfortunately, we will not be able to make any returns or refunds if no specific reservations have been made on your part on the delivery note.
3. How much time do I have to collect my package (via Mondial Relay)?
Once your package has arrived at the relay point, you have the following time to collect it:
- 5 days in a Locker
- 8 days at a merchant
4. How much time do I have to collect my package (via Colissimo)?
If your package cannot be delivered to your home, you will have the option of collecting it from the post office of your choice. You will receive an email from La Poste to notify you of this.
5. What happens if I am not there when my package is delivered?
If you are absent when your package is delivered, a delivery notice will be left in your mailbox or on your door.
This notice indicates either a date of new presentation, or a telephone number to contact to arrange a new delivery date, or the address of the relay point where your package was left.
6. My package has just been shipped, how can I know the delivery date and time?
It is impossible for us to know this precise data. In fact, we subcontract the transport and do not establish schedules.
However, when shipping your package, we will provide you with a tracking number.
You will therefore be able to follow the progress of your package. In addition, you can directly contact the carrier in charge of your package by providing your tracking number, provided in the order shipping email.
7. How to contact the carrier?
In the event of a problem with delivery (package not received, tracking, etc.) you can contact the customer service of the carrier concerned directly:
- The Post Office - Colissimo : 3631
- Mondial Relay : 09 69 32 23 32
Have the tracking number of your package ready, you will be asked for it.
8. Where can I find my invoice?
Your invoice is in your package in paper format. It is also available for download in the order confirmation email you received.
You can also obtain it by logging into your customer account and selecting your order, then click on “Download invoice”.
If, however, you are unable to obtain it, you can contact us .
9. I am not satisfied with the product received, what should I do?
If the item you ordered does not meet your expectations, you benefit from a withdrawal period of 14 days from receipt of your package.
To return your item, we invite you to contact us by e-mail or by telephone. This will give you a number as well as a return slip to put in your package.
The product cannot be refunded once your return has been recorded by us.
In accordance with our refund policy, return costs will be your responsibility.
10. The product delivered to me is different from the one I ordered?
It may happen that a preparation error occurs. In this case, we invite you to contact us . We will take care of repairing this incident as quickly as possible.
11. Items are broken and/or damaged, what should I do?
The products we ship are new products whose condition has been scrupulously checked upon receipt from our suppliers.
We remind you that opening the package before signing (in the presence of the delivery person) is mandatory so that you can be compensated in the event of an accident during transport.
If no reservations have been made on the delivery note from the delivery person, we cannot guarantee a refund for the item.
As soon as you notice the damage, contact us quickly, we will take care of finding a solution.
FAQs
General conditions of returns
1. I do not want to keep an item, how should I proceed?
Contact us (by e-mail or by telephone) to request a withdrawal voucher, within 14 days of receipt. The products must not have been used and the packaging must be intact.
2. What is the withdrawal period?
The withdrawal period is 14 days from the day of receipt.
3. Are return costs refunded?
No, return costs are not refunded, unless we make an error on the order.
4. I haven't received an email notification about my return, what should I do?
Your return may be awaiting registration. However, if you have made your return more than a week ago, we invite you to ask the carrier in charge of your package for proof of delivery in order to verify that it has been delivered to us.
Once proof of delivery is received, we will arrange to register your return as a priority.
FAQs
Miscellaneous
1. How do I give my opinion on a product or the store?
All our customer reviews are processed and verified by an independent company (Judge.me) to guarantee their provenance, veracity and authenticity.
- To give your opinion on a product, click on “Post a review” at the bottom of the page, just after the product description.
- To publish a general opinion on the store, you can do so by going to the page dedicated to our customer reviews.
2. How do I unsubscribe from the newsletter?
In accordance with the GDPR relating to the management of your personal data, you have the possibility to unsubscribe from our newsletter.
Contact us by email (contact@royaumedelecki.com). We will then proceed to delete your personal data as soon as possible.
You will receive a confirmation email once the deletion has been completed (within 24 hours).
After that, you will no longer receive our emails about our offers, news and store updates.
3. How is the Kingdom of Lecki committed to preserving the planet? 🌿
We are committed to reducing our carbon footprint as much as possible.
To do this, for each order you place on our store, 8 euro cents are donated to various foundations which work to preserve fauna and flora.
To obtain information on the foundations we support, access our environmental charter .
FAQ (Frequently Asked Questions) updated on 05/17/2024