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The Japanese Maple specialist
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Help - Frequently asked questions


My caddy is empty at all time ?

Change the settings of your browser Internet Explorer in middle position, as shown in this link.

Or use another navigator as Mozilla Firefox or Google Chrome.

How can I check the progress of my order?

You can check the progress of your order at any time in the “My Orders” area of your account.


An order has one of four statuses:

  • Pending payment : The order has been received but not yet paid, or we have not yet received your cheque.
  • Being processed: The order is being processed at the nursery.
  • Shipped: The order has been sent to the shipping company.
  • Cancelled: We have cancelled the order.

How will I know if my order has really been received?
You will get an automatic email if your order has been received. If you don’t, your order has not been registered.
What do I do if I realize I’ve made a mistake in my order?

In France, call +33 4 74 55 23 48 as soon as possible so our customer service can change your order.

Can I track the progress of my order?

Yes, if you have an account, in the “My Orders” section. Otherwise, we will alert you automatically by email when your order is shipped.

How can i get an invoice ?

Go in "my account" and choose invoice then you can either download it or print it immediately.

Do you have a paper catalogue?

You can browse the catalogue online, or download a PDF version – just print it out.


Downloading catalogues


If I need help with a product, who should I talk to?

In France, you can call our customer service department on +33 4 74 55 23 48 for assistance (the easiest way) or you can send us an email from anywhere you are. You can also send us some pictures of your tree by email(pictures taken in front of a clear background with clear view of the foliage for advice about illnesses and parasites).

Do you have a brick-and-mortar store?

Yes, our nursery is located in the town of Relevant in the Ain department of France, but we are open only on

appointment in order to welcome you in the best way.


How can I unsubscribe from the newsletter?
Just click on the "unsubscribe” link at the end of the newsletter that you’ve received.
I want to log in but I've forgotten my password

You only have to click here and then on "Forgot your password?".

If I return package without having contacted after sales service, what happens?

Your package will be refused and no refund will be made.

I've received an e-mail from you, in which you ask me to update my personal data by clicking on a link

WARNING

It's a phishing.

"Phishing is the fraudulent attempt to obtain sensitive information, or data, such as usernames, passwords and credit card details by disguising oneself as a trustworthy entity in an electronic communication.Typically carried out by email spoofing or instant messaging, phishing often directs users to enter personal information at a fake website which matches the look and feel of the legitimate site.
Phishing is an example of social engineering techniques used to deceive users. Users are often lured by communications purporting to be from trusted parties such as social web sites, auction sites, banks, colleagues/executives, online payment processors or IT administrators." (from wikipedia website)


It comes from the word fishing.

You can learn more about phishing by following these links:

https://www.consumer.ftc.gov/articles/how-recognize-and-avoid-phishing-scams

https://en.wikipedia.org/wiki/Phishing


The maple that I received is a little bit different from the photos found on internet or in the books.

A plant is a living organism, and of this fact, it reacts with the middle in which it evolves. It is therefore normal that according to the brightness, the substratum or the care brought, that the individuals of a same variety, especially when they are young, present some morphological differences (color, size, or shape of leaves for example).


Besides, a book, all as internet, is a source of information that can sometimes prove to be vague or even erroneous as for the information that you can find on these supports. We are specialists of the Japanese maples since more of thirty years and we work with other Japanese, European and American nursery men, in order to correct possible mistakes of nomenclature or variety.


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Delivery

Our logistic partners :
ColiPoste DPD

Advice, Orders

04 74 55 23 48
Pépinière MAILLOT-BONSAÏ
Le Bois Frazy
01990 RELEVANT - FRANCE
on appointment
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The Japanese Maple specialist
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