Le Petit Vapoteur After-Sales Service Guide

Who hasn't run into a problem with an order placed online? While at Le Petit Vapoteur our teams take great care over the quality of the products we sell, certain things are nonetheless beyond our control. So it can happen that a product arrives at your door with a few little issues.
If that's the case, don't panic – Le Petit Vapoteur's after-sales service is here to help!

Getting in touch with us couldn't be simpler! You can reach us Monday to Friday, 8am to 6pm, by phone on 02.33.54.14.15 or by text on 07.56.79.94.15, whatever the issue with your e-cigarette or your e-liquid.

If you're more of a do-it-yourself type, simply follow this guide! 

If you wish to withdraw from your purchase, bear in mind that you have 14 days from receiving your order to do so. Once this period has passed, we're no longer able to take the item back.

However, if your equipment is faulty, the statutory guarantee of conformity gives you a two-year period from delivery of the goods within which to take action.

Let's go through the steps to follow if your equipment is faulty:

First, you'll need to log in to your personal account and click on "My Account". Then, under the After-Sales Service category, go to "Contact Us".

From the "Subject" drop-down list, select After-Sales Service.

Enter your order number and write a message in the space provided to explain the issue you're having with your e-cigarette. You can attach photos if needed.

Finally, click "Send".

Our teams will then be notified and will take care of your request. You'll receive a reply by email as quickly as possible.

To check the response, simply go back to your "My Account" area and select "After-Sales Service History".

Once the issue has been identified, if it can't be resolved remotely, our after-sales team will offer to have the product returned to us. You'll then need to print out the return form and the postal label, both available from the "My Returns" section. This way, your return is free of charge. Brilliant!

Once printed, tick the desired after-sales service option on the return form. Three choices are available:

• A brand-new replacement of your product
• A credit note for its value on your customer account
• A refund directly to your payment method

Once you've followed all these steps, all that's left to do is put the faulty product back in its original box. Place the return form and the product in a parcel, stick on the return label and choose whichever return method suits you best.

Three return methods are available to you. You can either drop your parcel off at a post office or collection point, or you can opt to have it collected from your letterbox. This last option means leaving your return parcel in your letterbox and letting the postal service know, so that the postman collects it directly – no need to go anywhere! To do this, simply click on "Schedule my letterbox collection".

Once your parcel has been received at our premises, you'll receive a message in your customer account confirming that the solution you chose for your return has been carried out. A credit note, a refund or a brand-new replacement of your product, which you'll receive within two to three working days.

And there you have it, now you know everything!

If this guide isn't quite enough, you can take a look at our video tutorial, which covers exactly the same steps we've just gone through together.

You're now well informed about the procedure from the customer's side, but what about from our teams' side?

Our Customer Relations department is split into three teams: Live Chat, Customer Service and the Faulty Goods team.

Here's what happens when you make a complaint:

Once you've made contact with customer service to identify your issue, a return form will be generated for you. After that, you can send your equipment back. Once it's received at our premises, our Faulty Goods team takes charge of your product.

A series of tests is then carried out by them to understand the issue. If it turns out the equipment really is faulty, a brand-new product will be sent back to you.

If the product turns out not to be faulty, our team will get in touch with you to better understand your issue and to clearly explain how the equipment you ordered works.

We asked Laurène, Customer Service Team Leader at Le Petit Vapoteur, what a "good return" looks like to her. As far as she's concerned, nothing could be simpler. All that's needed is for the returned equipment to be properly cleaned, placed in its original box, and for the return form to be included in the parcel.
So if you want to make Laurène happy, please stick to these steps and she'll be delighted!

Let's not forget that Le Petit Vapoteur's after-sales service is far more than just an after-sales service – it's a genuine customer advice service. Our teams are ready to answer any questions you might have, at any time of day, before or after your purchase!

Arthur