FAQs

It's means that you haven't attached all the requested documents asked in the terms and conditions of participation. In certain cases and within a specific timeframe, you can resend the missing documents. Read the rejection letter carefully and follow the instructions. Your request will be considered one more time.

It's means that you didn't buy the product or service during the promotion date, so your request has been rejected. N.B It is the date of purchase, and not the date of order that must be respected for this promotion.

Unfortunately , If the proof of post does not fall within the promotion dates. Your participation can't be accepted.

For security and confidentiality reasons, unfortunately we cannot resend any documents related to participation, whether it is compliant or not.

If the original barcode is required as part of the terms and conditions of the promotional offer you wish to participate in, you must send it to us to ensure that your file is in order. Without the barcode, we cannot reimburse you.

Please visit your local point of sale and ask for a duplicate of your invoice. This will serve as your proof of purchase, and you can send us the original invoice so that your participation is fully compliant with the terms and conditions.

The IBAN (International Bank Account Number) and the BIC (Bank Identifier Code) are ‘ISO' standards which define a standard format for identifying an account. You can find it on documentation provided to you by your bank.

Ensure you have typed the 2 letters FR and the following numbers, without confusing the number '0' with the upper case letter 'O', or the number '1' with the upper case letter 'I'. The BIC contains 8 or 11 characters

We would like to assure you that IBAN/BIC numbers can only be used to credit your account with money, therefore there is no risk involved in entering these details on the site. Moreover, our site is secured and all information submitted is encrypted: this means that we can guarantee that your details are protected when entered via the online offer form.

Please check at the welcome desk of your local store to ensure that it is participating in this campaign. If it is, they will also be able to give you information about any missing participation forms/stickers/promotional offer products.

Firstly, try signing up again using a different Internet browser, taking care to ensure that you do not have any ad blockers or pop-up blockers activated.

If you cannot print your collector, please ensure that your printer is plugged in (switched on) and properly connected to your computer, with enough ink. Please also ensure that your Internet browser is not blocking the page from loading. If you still cannot obtain your collector, log in from a different computer. If printing still does not work, transfer the collector to an external storage device (e.g. USB stick) and print the document using a different printer.

You can find your user ID number in the document we sent you (by post or email). It is made up of 8 to 10 numbers.

The campaign name and number are provided on the document containing the campaign's terms and conditions.

The processing time for your file is 6 to 8 weeks. Please contact us again after this period is over.

The email may have gone directly to your spam/junk folder. Please ensure you have checked this folder and that the email address you have given us is correct.