FAQ Les Terroirs
Guide for Buyers
You can order anytime from our online shop operating from central Tokyo. Please note that we do not own a brick-and-mortar store yet.
It's easy! Just add products of your liking to the cart with the "add to cart" button as you move around the website, then click the little shopping basket icon at the top of the page when you’re ready to checkout.
We usually ship new orders within 2 business days.
Please note that during times of high order volume or with specific shipments, shipping time may be slightly longer.
Please note that during times of high order volume or with specific shipments, shipping time may be slightly longer.
Coupons and gift cards can be used on the checkout page.
Right under your order's items list, you'll find a "discount code" entry field to input your coupon code. Once it is done, press the "apply" button and the new order's total amount will be automatically adjusted.
Right under your order's items list, you'll find a "discount code" entry field to input your coupon code. Once it is done, press the "apply" button and the new order's total amount will be automatically adjusted.
It usually depends on our suppliers and product's availability, but most of the time an item will be re-supplied within one or two weeks.
Please note that when an item is discontinued or we have no clear visibility on future availability, we simply remove it from our products list.
Consequently, a product displaying the "Out of Stock" status means we will have it back in store soon.
Please note that when an item is discontinued or we have no clear visibility on future availability, we simply remove it from our products list.
Consequently, a product displaying the "Out of Stock" status means we will have it back in store soon.
Billing & Pricing
You can purchase on our online store with:
- Credit cards (Visa, JCB, Amex, Mastercard)
- Rakuten Pay
- Paypal
- Cash on Delivery (COD): in that case, a ¥300 surcharge will be applied to your order.
- Apple Pay (iOS), and Google Pay (Android) when purchasing from a mobile device
Any of these methods can be selected on the "payment" page during the checkout process.
Visit our payment methods page for detailed information.
- Credit cards (Visa, JCB, Amex, Mastercard)
- Rakuten Pay
- Paypal
- Cash on Delivery (COD): in that case, a ¥300 surcharge will be applied to your order.
- Apple Pay (iOS), and Google Pay (Android) when purchasing from a mobile device
Any of these methods can be selected on the "payment" page during the checkout process.
Visit our payment methods page for detailed information.
We currently only offer payment in Japanese Yen (¥) on our store mostly because we are shipping domestically, although you are welcome to pay with a non-Japanese credit or debit card. In that case, the amount will be charged in your credit card currency, then adjusted with your card issuer’s exchange rate and fee if applicable.
Invoices can be dowloaded (PDF format) from:
- the Order Confirmation e-mail received right after completing your purchase. In this e-mail, you'll find a download button to get your PDF invoice document.
- your customer account, within the My Orders section. For any given order, simply click the attached "Print PDF invoice" button to get a copy of your invoice.
For your information, please note that we do not include paper invoices to our parcels.
- the Order Confirmation e-mail received right after completing your purchase. In this e-mail, you'll find a download button to get your PDF invoice document.
- your customer account, within the My Orders section. For any given order, simply click the attached "Print PDF invoice" button to get a copy of your invoice.
For your information, please note that we do not include paper invoices to our parcels.
All our prices are tax included so the price you see while browsing our products is the price you'll pay when purchasing them.
Shipping
We currently only offer domestic shipping within Japan (including remote islands), mainly due to import restrictions and license.
For each orders on our store we charge a shipping fee ranging from 890 yen to 1490 yen depending on where you live in Japan.
This fee includes postage fee, packaging items (cardboard box, tape, wrapping, etc) and handling fee. When necessary, refrigerated packaging is also included at no extra cost.
However, for any order of 10 000 yen or more we offer free shipping, so don't hesitate to load up your cart!
For more information about our shipping price and policy, visit our Shipping Information page.
This fee includes postage fee, packaging items (cardboard box, tape, wrapping, etc) and handling fee. When necessary, refrigerated packaging is also included at no extra cost.
However, for any order of 10 000 yen or more we offer free shipping, so don't hesitate to load up your cart!
For more information about our shipping price and policy, visit our Shipping Information page.
It usually takes 2 to 3 days for an order to be delivered from the moment you confirmed the payment : 2 business days for shipping, 1 business day for delivery.
However, please note that it could take up to 3 to 5 days depending on whether you're living in northern or southern part of Japan and 3 to 7 days if you're living in a remote area of Japan (Okinawa, some part of southern Kyushu and north-east Hokkaido).
Feel free to visit our Shipping Information page for more details about delivery time.
However, please note that it could take up to 3 to 5 days depending on whether you're living in northern or southern part of Japan and 3 to 7 days if you're living in a remote area of Japan (Okinawa, some part of southern Kyushu and north-east Hokkaido).
Feel free to visit our Shipping Information page for more details about delivery time.
Yes, you certainly can! Once your order has shipped, you will be able to track the parcel:
- from the Shipping Confirmation e-mail where you'll find a button to track your order.
- from your customer account within the My Orders section. For any given order, simply click the "Track" button to be redirected toward the shipping service tracking page.
Don't hesitate visiting our Shipping Information page for more details about tracking your order.
- from the Shipping Confirmation e-mail where you'll find a button to track your order.
- from your customer account within the My Orders section. For any given order, simply click the "Track" button to be redirected toward the shipping service tracking page.
Don't hesitate visiting our Shipping Information page for more details about tracking your order.
If your order has not shipped yet, yes we can help you !
In that case, please contact us as soon as possible so that we can update your delivery address as per your request.
However, please note that once your order has been handed over to the delivery service our team cannot technically change your shipping information anymore, although it is still possible to contact our logistic partner in order to modify your delivery address.
For that matter visit their tracking page with your tracking number, which can be found within your customer account in the My Orders section, and click the "view details" part of the corresponding order to display the information.
Then, simply follow instructions to set a new delivery address.
In that case, please contact us as soon as possible so that we can update your delivery address as per your request.
However, please note that once your order has been handed over to the delivery service our team cannot technically change your shipping information anymore, although it is still possible to contact our logistic partner in order to modify your delivery address.
For that matter visit their tracking page with your tracking number, which can be found within your customer account in the My Orders section, and click the "view details" part of the corresponding order to display the information.
Then, simply follow instructions to set a new delivery address.
To chose a specific delivery date and time, it is necessary to contact as soon as possible our logistic partner once your order has shipped:
For that matter visit their tracking page with your tracking number, which can be found within your customer account in the My Orders section, and click the "view details" part of the corresponding order to display the information.
Then, simply follow instructions to set specific delivery date and time.
For that matter visit their tracking page with your tracking number, which can be found within your customer account in the My Orders section, and click the "view details" part of the corresponding order to display the information.
Then, simply follow instructions to set specific delivery date and time.
Claim & Return
Unfortunately, it is currently not possible to modify an order on our store once you confirmed the payment: In that case we recommend you to cancel your current order as soon as possible (within 2 hours) and make a new purchase including desired products.
In order to cancel your purchase, if your order has not shipped yet (You can check the status of your order at any time within your customer account in the My Orders section) contact us directly through our contact form so that we can help you out.
Furthermore, once your order has shipped it will not be possible to cancel it anymore.
For more information about cancelling an order, visit our Claim & Return page.
In order to cancel your purchase, if your order has not shipped yet (You can check the status of your order at any time within your customer account in the My Orders section) contact us directly through our contact form so that we can help you out.
Furthermore, once your order has shipped it will not be possible to cancel it anymore.
For more information about cancelling an order, visit our Claim & Return page.
Yes, a faulty or wrong product can be returned.
Although we always take great care in storing, preparing and processing our products, in the unlikely event of receiving a wrong or damaged item we will arrange a product pick-up with our logistic partner, at no extra cost for you.
However, since we are dealing with food products, there are some necessary conditions:
- You must contact us within 3 days upon receiving the faulty/wrong product.
- In order to be picked-up by the postal service, the product must be shipped in its original packaging.
- If the product has been damaged, soiled or partially consumed by the customer after delivery, we will not be able to provide a compensation.
In any case, contact us directly and we will do our best to resolve the issue.
For more information about returning a faulty or wrong product, visit our Claim & Return page.
Although we always take great care in storing, preparing and processing our products, in the unlikely event of receiving a wrong or damaged item we will arrange a product pick-up with our logistic partner, at no extra cost for you.
However, since we are dealing with food products, there are some necessary conditions:
- You must contact us within 3 days upon receiving the faulty/wrong product.
- In order to be picked-up by the postal service, the product must be shipped in its original packaging.
- If the product has been damaged, soiled or partially consumed by the customer after delivery, we will not be able to provide a compensation.
In any case, contact us directly and we will do our best to resolve the issue.
For more information about returning a faulty or wrong product, visit our Claim & Return page.
Quality & Safety
Yes, we do !
Our company comply with the Food Sanitation standards based on the Article 51 of the Japanese Food Sanitation Act (食品衛生責任者資格 certification), defining how to properly store and ship food according to the Japanese law.
In that matter, we take the utmost care to ensure that our products are safe during storage at our warehouse by constantly monitoring light conditions, temperatures and hygrometry conditions, as well as providing carefully packaged products and sturdy boxes regarding the shipping process.
We also make sure the cooling chain is preserved when necessary (caviar, cured ham, etc.) by using refrigerated storage, such as refrigerators and wine cellar, as well as refrigerated shipping.
Our company comply with the Food Sanitation standards based on the Article 51 of the Japanese Food Sanitation Act (食品衛生責任者資格 certification), defining how to properly store and ship food according to the Japanese law.
In that matter, we take the utmost care to ensure that our products are safe during storage at our warehouse by constantly monitoring light conditions, temperatures and hygrometry conditions, as well as providing carefully packaged products and sturdy boxes regarding the shipping process.
We also make sure the cooling chain is preserved when necessary (caviar, cured ham, etc.) by using refrigerated storage, such as refrigerators and wine cellar, as well as refrigerated shipping.
We provide this information in the product's description page, within the product details tab: there you will find a table providing some useful information, including advice for the preservation of a given product.
It is especially important to follow some basic rules regarding our meat/fish products since they can be subject to deterioration in case of improper storage, so we highly recommend reading our preservation information prior to storing this kind of food.
It is especially important to follow some basic rules regarding our meat/fish products since they can be subject to deterioration in case of improper storage, so we highly recommend reading our preservation information prior to storing this kind of food.
In order to help our customers, we prepared the list of ingredients and highlighted potential allergens for each products.
This information can be found in the product's description page, within the product details tab and/or the product label's picture (in Japanese only) in the photo gallery.
However, please note that these summary details have been prepared for information purposes only, and are designed to enhance your shopping experience on our website. While we have taken care in preparing this summary and believe it is accurate, it is not a substitute for your reading of the product packaging and label prior to use.
Additionally, you should note that products and their ingredients are subject to possible change over time.
This information can be found in the product's description page, within the product details tab and/or the product label's picture (in Japanese only) in the photo gallery.
However, please note that these summary details have been prepared for information purposes only, and are designed to enhance your shopping experience on our website. While we have taken care in preparing this summary and believe it is accurate, it is not a substitute for your reading of the product packaging and label prior to use.
Additionally, you should note that products and their ingredients are subject to possible change over time.
Don't worry, fortunately it's not that difficult!
The best is to store a salami away from light, at a temperature of 12~18°C and humidity level of 70~75%.
If you don't have a specialized storage, we recommend using the vegetable compartment of your fridge.
On the other hand we do not recommend storing in a airtight sealed container, or any kind of plastic wrapping, since it needs to breathe to keep its freshness and softness.
For a detailed explanation on how to store your French salami, feel free to take a look at our dedicated page.
The best is to store a salami away from light, at a temperature of 12~18°C and humidity level of 70~75%.
If you don't have a specialized storage, we recommend using the vegetable compartment of your fridge.
On the other hand we do not recommend storing in a airtight sealed container, or any kind of plastic wrapping, since it needs to breathe to keep its freshness and softness.
For a detailed explanation on how to store your French salami, feel free to take a look at our dedicated page.
Account Management
Yes, an account should be created to place orders on Les Terroirs.
For your information, an account will allow you reviewing and tracking all your orders easily as well as managing several addresses and saving informations for your next purchases, although we do not store credit card informations.
You'll also be able to manage a wishlist and keep track of your product's browsing history.
For your information, an account will allow you reviewing and tracking all your orders easily as well as managing several addresses and saving informations for your next purchases, although we do not store credit card informations.
You'll also be able to manage a wishlist and keep track of your product's browsing history.
We made sure creating an account on Les Terroirs was a smooth and secure process: simply click on the button with a character icon on top-right corner of the page to access the Create an Account page and fill out the form with the needed information (First and Last Name, E-mail and Password), then click the "Create Account" button to confirm the creation of your account on our store.
For an even easier experience, you can opt for the Social Login feature, below the "Create an Account" form, which allows you to securely create an account using any of your Facebook, Google, Amazon or Line account.
For an even easier experience, you can opt for the Social Login feature, below the "Create an Account" form, which allows you to securely create an account using any of your Facebook, Google, Amazon or Line account.
To edit your personal information, visit the My Profile section and edit your Name, First Name and E-mail adress as you will by clicking the "Edit" icon. Please not you can chose to receive or not our marketing e-mails from there.
To create or edit a delivery address visit the My Addresses section of your account and edit/add an address by clicking the relevant icons. Click the "Set Default" button to to select your primary delivery address.
You can also change your password at any time from the Change Password section.
To create or edit a delivery address visit the My Addresses section of your account and edit/add an address by clicking the relevant icons. Click the "Set Default" button to to select your primary delivery address.
You can also change your password at any time from the Change Password section.
You can always reset your account password by accessing the Reset Password page.
Simply input the e-mail address used for the creation of your account, an e-mail will then be automatically sent there to reset your password.
Simply input the e-mail address used for the creation of your account, an e-mail will then be automatically sent there to reset your password.
The wishlist features allows you to save your favorite products, while browsing them, directly into your customer account, so that you can find them later if you wish to buy them.
To add a product to your wishlist, you'll need to be logged in your customer account. Then, while visting a product's page, simply click the "Add to Wishlist" button to add it to your favorites' list.
To add a product to your wishlist, you'll need to be logged in your customer account. Then, while visting a product's page, simply click the "Add to Wishlist" button to add it to your favorites' list.
