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Frequently Asked Questions (FAQ)
Got questions? We’ve got answers!
On this page you’ll find all the useful information to make your order at Une Vie à la Campagne as simple and enjoyable as possible 😊
Happy reading, and enjoy country life!
Orders
How do I use a discount code on your site?
It’s very simple: enter your code in the field at the bottom of your basket before completing your purchase.
Which payment methods do you accept?
We accept several payment methods to make buying easier:
- Bank card (via Stripe)
- PayPal, including PayPal’s pay-in-4 option, where PayPal offers it in your country
- Pay in 3 interest-free instalments by bank card, with Klarna, where Klarna offers it in your country
Is my payment secure when I buy on your site?
Absolutely.
We use the HTTPS protocol 🔒 to protect your personal and payment data.
We also work with payment providers known for their reliability and security, such as Stripe, PayPal and Klarna.
Can I change or cancel my order?
If your order has not been shipped yet, contact our customer service team quickly to change or cancel it.
If your order is already on its way, it can no longer be cancelled or changed.
However, you can still return it once you have received the parcel (see below for items that cannot be returned).
How do I get an invoice for my order?
When your order is shipped, you’ll receive an email confirming dispatch.
You’ll also find the corresponding invoice attached.
If you lose your invoice, don’t worry!
Just contact our customer service team and we’ll send you a copy as quickly as possible.
What should I do if I want to return an item?
You have 14 days from receiving your order to ask for a return, whatever the reason.
Simply fill in the form on our “Returns and Refunds” page to start the process.
Once we have received and checked the product, we refund you using the same payment method you used for the purchase.
Please note: some items cannot be returned, and a used item may be subject to a deduction (see the “Guarantee and Returns” section).
Choosing and Using Your Products
How do I choose an incubator?
First look at the capacity (the number of eggs), then at what the appliance does by itself: automatic or manual turning, temperature and humidity control. Each product page states what the appliance does, what it includes and how it is powered.
Not sure? Write to us telling us what you want to hatch: we’ll help you choose.
Are eggs supplied with the incubator? Is hatching guaranteed?
No. We do not sell eggs or live animals. And an incubator is a piece of equipment: hatching depends on the freshness and quality of the eggs, how they have been stored and whether the instructions are followed. We therefore cannot guarantee it.
How do I choose the size of a chicken coop?
The more space your hens have, the better they live. Each product page gives the dimensions of the coop, the run and the nesting boxes, and the number of hens recommended by the manufacturer where it is stated. If in doubt, go bigger.
Also think about the location: well-drained ground, shelter from the wind, access for cleaning. For fencing and protection against predators, ask us for advice.
Do you sell bees? Do I need to register my hive?
We do not sell bees, only the equipment (hives, frames, suits, tools, extractors…).
In France, keeping hives must in principle be declared every year, from the very first hive. Rules vary from country to country: check with the relevant public authorities where you live before you start.
How do I look after and clean my equipment?
Clean feeders, drinkers, nest boxes and chicken coops regularly with soap and water, without harsh products on anything animals come into contact with. Rinse well and leave to dry. For an electrical appliance, unplug it first and follow the instructions.
Do your products treat animals or plants?
No. We do not sell medicines, and our product pages contain no treatment claims. For an animal’s health, see a vet. Our products are equipment: the result (laying, harvest, honey, birds in the garden…) depends on many factors and cannot be promised.
When should I order to receive my items in time for the season?
As early as possible! Each product page shows an estimated delivery time. Times can vary, especially for products shipped from far away: allow a safety margin before the period when you need them (sowing, incubation, putting up a fence, setting up a hive…).
Guarantee and Returns
What guarantee do I have on my product?
All our new items are covered by the legal guarantee of conformity for at least 2 years (Articles L217-3 to L217-20 of the French Consumer Code, and any longer period under the law of your country) and by the guarantee against hidden defects. If a product is faulty, contact us with your order number and photos or a short video of the defect: we’ll tell you what to do to get a replacement or a refund. Full details are in Articles 11 and 12 of our terms and conditions of sale.
What should I do if my item arrived damaged or doesn't work?
Contact us, preferably within 10 days of receiving it, with photos and a description of the problem. If your request is approved, we will replace or refund the item.
Can I return a product I have tried or used?
You can unpack and try an item to check that it suits you, just as you would in a shop. If you have used it beyond that (an incubator used for a hatch, an occupied hive, fencing put into service, a soiled item), we may deduct its loss of value from the refund.
An item that has been in contact with animals, food or soil must be cleaned before it is returned. Full details are on our “Returns and Refunds” page.
Which products cannot be returned?
In accordance with Article L221-28 of the French Consumer Code (Article 16 of Directive 2011/83/EU): foodstuffs and products that expire quickly, sealed items that have been opened and cannot be returned for hygiene reasons (for example an opened animal-care product), and products mixed with other items after delivery (potting compost or litter that has been spread). You’ll find the full list on the “Returns and Refunds” page.
Delivery
Which countries do you deliver to?
From our English-language shop, we deliver to South Africa, with free delivery.
For another destination, write to us before ordering: we’ll tell you whether we can deliver, and at what cost.
How long will delivery take?
The delivery time depends on the product and on the warehouse that ships it. As a guide, allow 3 to 7 working days for an item shipped from Europe, and 10 to 30 working days for an item shipped from Asia.
The estimated delivery time for each item is shown on its product page.
How can I track my parcel?
Once your order has been shipped, you’ll receive an email with your tracking number.
You can then follow your order in real time on our parcel tracking page.
That way, you know exactly where your order is at all times.
How much does delivery cost?
Good news! Delivery is free to South Africa, with no minimum spend.
For other destinations, in particular overseas territories, contact us before ordering. Outside the European Union, customs duties or taxes may be charged on delivery (see our terms and conditions of sale).
Which carrier delivers my order?
Depending on the warehouse that ships your order, it is handed to a local courier, to a local courier or to a partner international carrier.
The carrier’s name and your tracking number are in the shipping email.
I've received my order and it's incomplete. Is that normal?
Don’t worry if you’ve ordered several different products and they don’t all arrive at the same time.
To speed up delivery, we sometimes ship products separately.
That way, each item in your order reaches you as quickly as possible.
If part of your order arrives before the rest, rest assured that the rest is on its way and will arrive soon!
General
Is Une Vie à la Campagne a reliable shop?
Yes. Une Vie à la Campagne is published by a registered French business, whose details you will find in our legal notice.
Your payments go through well-known providers (Stripe, PayPal, Klarna), you have 14 days to change your mind (except for items excluded by law) and real humans answer your messages.
Our customers’ reviews will be published on our customer reviews page as orders come in 😊
Where is your business based?
Our business is based in France 🇫🇷
It is run by a passionate, dedicated team.
We make a point of offering fast, high-quality after-sales service.
Our team carefully selects every product to meet your needs and expectations.
Our aim is to offer you a range of varied, quality products and to support you attentively at every step of your order.
How can I contact customer service?
You can easily reach us through our contact page.
If you have any other questions, feel free to contact our customer service team.
We’re here to help!