How to place an order?
What are the steps for placing an order online?
The ordering process occurs in 4 steps:
1. Create an account or log in with your email address and password to access your personalized space.
2. Provide delivery information: name, address of the recipient(s), and select the delivery method.
3. Enter your payment information.
4. Review and confirm your order.
At the end of your order, a confirmation email will be sent to you. If needed, you can use it to contact our Customer Service. If you do not receive this email, be sure to check your spam folder, verify that your order is marked as "processing," and ensure that the email address entered in your account is correct.
What do the order statuses mean?
When you place an order on www.terraroma.fr, its status evolves through the following stages:
- "Pending": Your order has not yet been confirmed, and payment has not been made.
- "Confirmed": Payment has been confirmed, and your order is successfully recorded.
- "In Preparation": Your order is being processed by our team and can no longer be modified.
- "Shipped": Your order has been handed over to the carrier. You will receive an email with tracking information.
I did not receive a confirmation email for my order.
If you have not received a confirmation email for your order, it may have been filtered as spam. Be sure to check your junk folder. You can also check the status of your order by going to the "My Account" section and then "My Orders."
Where can I find my order number?
Your order number is provided in the confirmation email. You can also find it in the "My Account" section under "My Orders."
How can I track the status of my order?
You can check the status of your order in the "My Account" section under "My Orders."
How to obtain and use a Discount Code?
During certain events, Terraroma sends its customers the details of discount codes through its newsletter. These codes are often subject to conditions, such as purchasing a specific product or meeting a minimum order amount, and are only valid for certain delivery methods. They must be entered in the designated field on the checkout page.
I am having trouble placing an order, what should I do?
The blockage of your order may be caused by several factors: incompatibility between the selected products and the chosen delivery method, the inability to deliver to the specified address with the selected method, or the unavailability of a product on the desired date.
To assist you with your purchase, we invite you to contact us via the contact form, explaining the issue you encountered as clearly as possible. Please also let us know the operating system (e.g., Windows XP, Mac OS X...) and the browser (e.g., Internet Explorer, Firefox...) you are using.
How to view my order history?
To view your order history, log in to your "My Account" section.
I have not received my package, my order is incomplete or incorrect, what should I do?
Terraroma is committed to ensuring delivery that aligns with its standards. If, however, there was a preparation error in your package or if your order was not delivered, we encourage you to promptly contact our Customer Service through the contact form.
Can I return a product?
In accordance with current legislation, the customer has a period of 14 days to return a product that is not suitable. Products must be returned in their original packaging and in perfect condition, with return shipping costs being the responsibility of the customer.
Is the invoice included in the package?
No invoice is sent with the packages, but you can request one by contacting our Customer Service.