• Order

    • How and why create an account?

      Your BACSAC® account will allow you to manage your orders, returns, alerts, addresses and personal information. All of your information will remain strictly confidential. To create an account, go to « My Account » on the top right of your browser window.

    • How to place an order?

      Select the items you want, choose the desired quantity and click on “Add to basket”. Once your selection is finalized, follow the different steps to check-out, pay for your goods and arrange delivery. If you don’t have an account with BACSAC®, you will be requested to fill in your personal details. All of your information will remain strictly confidential.

    • What happens if I don’t finalize my order?

      If the items are still in stock, your selection will appear in your shopping bag on your next visit.

    • I would like to amend or cancel my order?

      To find a solution, contact our customer service by email or phone, indicating your order number. Your order can only be amended or cancelled if it hasn’t already left our warehouse.

    • How to use my discount code or voucher?

      Once your order is complete, fill in your code in the dedicated input field. The total amount will be updated automatically.

    • My discount code or voucher does not work?

      Our discount codes and vouchers usually have an expiry date valid for one year, so make sure yours is still valid. If the problem is not resolved, contact our customer service.

    • I haven’t receive the confirmation email of my order.

      Check your spam folder. If you don’t find it, contact our customer service to make sure your order has gone through.

  • Payment

    • Is your online payment secure?

      Yes all payments made on our site are totally secure and managed by our banking partners PAYPLUG and PAYPAL. Your data is encrypted using industry-strength Secure Sockets Layer (SSL) technology and cannot be read in the event someone else intercepts it; it is handled directly by PAYPLUG and PAYPAL and never transmitted to BACSAC®.

    • What are the different payment methods?

      You can pay for your order by credit card (VISA, CB, Mastercard) or by Paypal. We do not accept any other payment methods.

    • When will my bank account be charged?

      Your bank account is charged as soon as your order is confirmed.

    • Why has my payment been rejected?

      If this happens, please contact your bank directly.

  • Delivery

    • Where does BACSAC® deliver?

      We deliver worldwide. For shipping in a country that isn’t covered, please contact with our customer service to find a solution.

    • What are the delivery options?

      We work with DHL and Colissimo for shipping in France and worldwide.

    • What are the delivery fees?

      Our shipping fees are based on DHL and Colissimo’s flat rates, which vary according to the weight of your order. Free delivery:
      - France: free Colissimo shipping on orders above 150€
      - Worldwide: free delivery on orders above 250€ depending on the carrier you selected

    • What are the shipping times?

      Orders placed Monday to Thursday are dispatched the next day from our warehouse. Orders placed Friday to Sunday are dispatched on the following Monday.

      Shipping times are estimated from the day of dispatch of your order:


      • - France: within a maximum of 4 working days
      • - For EU countries: within a maximum of 10 working days
      • - For non-EU countries: an estimated 15 working days. However, we decline all responsibility regarding delays since non-EU deliveries rely on customs and local postal services.

      Please note that shipments outside the EU may be subject to import charges, which are the responsibility of the purchaser.

    • I wish to change the delivery address after my check-out?

      Contact our customer service by email or phone, indicating your order number and the new delivery address. Your delivery address can only be modified if your parcel hasn’t already left our warehouse.

    • How can I track my parcel?

      Once your parcel is shipped, we send you an email with a tracking number so you can follow the status of your order on www.coliposte.net.

    • My order hasn’t arrived yet.

      Once your parcel is shipped, you will receive an email with a tracking number so that you can follow the status of your order on the DHL or Colissimo websites.

  • Returns

    • I would like to return an item.

      You have the choice between obtaining a refund on the credit card used to make your purchase or a voucher, which is valid on our e-shop for one year. The value of the refund or voucher is equal to the amount of the returned article and does not include shipping fees.
      For a refund, your order must be returned to us within 14 days after reception; for a voucher, within 30 days.
      Return address:
      BACSAC®,
      6 rue des Fossés Saint Jacques
      75005 Paris
      France

    • Do I pay for return shipping fees?

      Shipping fees or any custom taxes incurred by the return are your responsibility.

    • How quickly will my return be handled?

      Our customer service will contact you by email within 5 days after we receive your returned order.

  • Products

    • Are BACSAC® models waterproof?

      No, BACSAC® fabrics are permeable, to allow the earth and roots to breathe, and excess water to drain/evaporate.

    • Can I use my BACSAC® indoors?

      Yes but since our models are permeable, we advise you to put a tray or saucer underneath to protect the floor.

    • Do I need to put a drainage layer at the bottom of the pot?

      Since your BACSAC® is permeable, a layer of drainage (clay pebbles etc.) is not necessary but may be useful to create a reserve of water.

    • What kind of soil should I use?

      Adapt your soil to your plant, choose a vegetable or plant topsoil that is light with good retention.

    • What temperatures can a BACSAC® resist?

      Your BACSAC® can resist extreme temperatures: from 70°C to minus 30°C

    • How do I clean my BACSAC®?

      1. Scrape off any deposits from the surface with a knife blade
      2. Scrub the stains using a brush soaked in a mix of water and white vinegar
      3. Rinse the fabric thoroughly with clean water
      You can also clean it using a high-pressure water jet, which is very effective against moss, but less so against limescale. You may also machine-wash your BACSAC® (30°C – or 86°F).

    • What size BACSAC® should I choose for my plant?

      We recommend using a pot that is twice as big as the plant’s root ball, so that the plant has room to grow.

    • When do I need to repot my plant in a new BACSAC®?

      When you can feel the plant’s roots pressing against the BACSAC®’s walls, it means it’s time to move to the next size up.

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