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Frequently asked questions

Customer account

How do I create my account?

To create your account at the De Fursac online boutique, enter your email address as well as the other required information in the relevant fields. Your email address will be your username.

How do I modify my account?

To change your password or your billing info, click on “My Account” and enter your username and password. Once connected you can see and change your personal details in the “Profile” tab.

I’ve forgotten my password, how do I get into my account?

When you click on the link “forgotten password”, type in the email address you used when setting up your account. A new password will be instantly sent to you by email.

How do I subscribe to the newsletter?

Sign up for the De Fursac online boutique newsletter by entering your email on the homepage of the newsletter column at the top left, or in the bottom left footer. You’ll be kept informed of all the brand’s latest news and exclusive offers.

How do I unsubscribe from the newsletter?

You can unsubscribe from the newsletter by simply clicking on the unsubscribe link found at the bottom of the newsletters you receive. You can also do it in your account, under the “Profile” tab. Don’t hesitate to email us if you encounter any difficulties at: serviceclient@defursac.fr or by phone on: +33 (1) 40 07 97 44.

How are my personal details used?

The information you provide us with to process your order is used solely in the context of our selling goods to you. Under no circumstances are these details shared with any third parties or resold. Under the Data Protection Act of January 6th 1978, you have the right to access and rectify any personal data concerning you. The payment process itself is secured by OGONE/INGENICO, providing encryption and protection of your bank details. De Fursac has no knowledge of card numbers, and INGENICO does not retain them after having transmitted the payment transaction to the bank.

Customer service

How do I contact the de fursac online boutique customer services?

You can contact us by email at serviceclient@defursac.fr or by telephone on +33(0)1 40 07 97 44, from Monday to Friday between 10am and 6pm

What should I do if my product is damaged or I didn’t receive the product ordered?

Sign into your account and make a returns request by selecting the relevant order in the “Orders” tab. If you order hasn’t been delivered you can consult its status in the “My Account” section. You can also contact customer services by email at serviceclient@defursac.fr or by telephone on +33(0)1 40 07 97 44.

Order

How long before my order is dealt with?

Orders are dealt with and sent within a maximum of 24 business hours (from Monday to Friday) of being placed. This is the time it takes to prepare your order before giving the parcel to the chosen courier. It may take longer during promotional periods.

How do I know where my order is?

We will send you a confirmation email within a few minutes of your order is validated. In this email you will find a summary of your order as well as a link that gives access to your account and the status of your delivery. You order will go through the following statuses: “On hold”, “Being processed” and finally “Shipped”. You will receive an email with a tracking number allowing you to follow your order both on the courier’s website and directly via the “Orders” tab in your De Fursac account.

What are the different statuses of my order?

Complete: all the items in your order are ready to be prepared. Incomplete: one or more items of your order is currently being replenished, your order will be taken care of within 24 hours. Prepared: your order has been prepared in our warehouses, dispatch is imminent. Labelled: the courier’s label is affixed to the parcel. Dispatched: your parcel is being delivered.

How can I cancel my order?

You can cancel an order when it has yet to be prepared, as long as you notify us with an email sent to serviceclient@defursac.fr

Payment

What methods of payments are accepted?

We only accept payment by bank cards and PayPal. Payments are completely secured by our partner INGENICO/OGONE, the European leader in online payments.
 De Fursac reserves the right to cancel any order for which the 3D-Secure/SafeKey identification process is not successfully validated, or any Paypal transaction which do not come from a verified Paypal account.

Which bank cards are accepted?

The bank cards accepted in the De Fursac online boutique are as follows: Carte Bleue, Visa, MasterCard and American Express.

How is payment secured?

The De Fursac online boutique uses the INGENICO/OGONE e-Commerce payment solution. INGENICO/OGONE are the leaders in European online payments. The solution was developed to enable you to make payments in an ergonomic environment, with optimal security and total respect for privacy. INGENICO is used by thousands of online e-commerce sites. You can recognise these sites thanks to the mention ‘Payment secured by INGENICO’ featured on the payment page. For your security a payment protocol has been installed: “3D Secure”, allowing for a better authentication process of the card holder during purchases made on our site while protecting the web user from fraudulent use of their bank card. This authentication is based on a model composed of 3 components, hence the name 3D Secure, which are:

  • The retailer
  • The bank
  • The bank card system

During your payment a message with a request for identification will be made so as to finalise the request for payment. Depending on the bank issuing the card, the ID request will vary: secret code, birth date… In case of any problems with the 3D Secure payment, please contact the issuer of your bank card.

My discount code doesn’t work, what should I do?

Check the validity date of your discount code. Make sure you respect lower or upper case letters without any spaces. Remember to empty the cache of your computer. If your code works a text will pop up to tell you so. Codes are not cumulative: if you have several, only one can be used for your order. After following these procedures and if the code still does not work, we ask you to telephone the De Fursac online boutique Customer Services on 33(0)1 40 07 97 44 or send an email to serviceclient@defursac.fr

Delivery

What are the times and costs of delivery?

We offer several means of shipping according to the parcel’s destination. You order is prepared within a maximum of 24 business hours, it will then be given to whichever courier corresponds with the delivery method and the country you have chosen.

France 

Delivery in Mainland France DHL Express: 12€

Delivery Times: 48 hour delivery for all orders placed before 12pm. Delivery times are calculated in business days, not including friday, weekends and bank holidays.

The orders preparation and delivery delay may be extended during peaks in activity (sales, private sales).
Your order will be hand delivered, from Monday to Friday between 9am and 6pm. Express delivery in France is automatically offered on all purchases over €365 (total price including VAT, after discount). Once the parcel has been sent you will receive a DHL tracking number by email which will allow you to follow your parcel. You can also track your parcel directly from you customer account.

In case of absence or not being able to deliver your parcel, a missed delivery note will be left in the recipient’s mail box explaining how to book a second delivery. In the case of a second absence, DHL reserve the right to leave your parcel in a DHL depot or at the nearest Mondial Relay point. You will have a week to collect your parcel from the Mondial Relay point or the DHL depot. ID will be requested. After a week your parcel will be automatically returned to us.

Advice: We recommend that you have your parcel delivered to your workplace with someone always able to receive your parcel.

Corsica: Orders destined for Corsica will be delivered in the same conditions but with an average delivery time of four days with Colissimo Expert.

Same day delivery in Paris from all orders made before 1pm: 18€

For all orders placed before 1pm, you will receive your order at your workplace or any other location between 3 and 6pm on the same day. 
This service is available from Monday to Friday and only for inner Paris.

Note: please provide your telephone number so the courier can contact you at the time of shipping. 

In store collection: FREE
Your parcel will become available within 2 – 4 working days at the boutique of your choice as indicated when ordering (apart from department store corners). An email will be sent to you as soon as the parcel arrives in the boutique. This information is also accessible via the ‘Orders’ tab in your customer account.
 We reserve the right to withdraw temporarily this service.  

International

Destination DHL Express DHL
Delivery Times
Standard Colissimo Colissimo
Delivery times
Austria 40 € 2 – 3 Days 25 € 4 – 9 Days
Belgium 35 € 2 – 3 Days 20 € 4 – 9 Days
Czech Republic 65 € 2 – 3 Days 50 € 4 – 9 Days
Denmark 40 € 2 – 3 Days 25 € 4 – 9 Days
Finland 40 € 2 – 3 Days 30 € 4 – 9 Days
Germany 35 € 2 – 3 Days 20 € 4 – 9 Days
Hungary 65 € 2 – 3 Days 50 € 4 – 9 Days
Ireland 40 € 2 – 3 Days 25 € 4 – 9 Days
Italy 35 € 2 – 3 Days 20 € 4 – 9 Days
Luxembourg 35 € 2 – 3 Days 20 € 4 – 9 Days
Norway 45 € 3 – 4 Days 30 € 4 – 9 Days
Netherlands 35 € 2 – 3 Days 20 € 4 – 9 Days
Poland 65 € 2 – 3 Days 50 € 4 – 9 Days
Portugal 40 € 2 – 3 Days 25 € 4 – 9 Days
Spain 35 € 2 – 3 Days 20 € 4 – 9 Days
Sweden 40 € 2 – 3 Days 30 € 4 – 9 Days
United Kingdom 35 € 2 – 3 Days 20 € 4 – 9 Days
 
USA 45 € 2 – 3 Days x x
Canada 45 € 4 – 5 Days x x
Hong Kong 80 € 3 – 4 Days x x
Singapore 80 € 3 – 4 Days x x
Japan 80 € 4 – 5 Days x x
South Korea 80 € 4 – 5 Days x x
Australia 105 € 4 – 5 Days x x
Regarding non-E.U. delivery, a tax can be added when receiving the parcel, depending on the Buyer country's customs regulations.

What are the shipping and delivery times?

The shipping times are 24 business hours maximum (from Monday to Friday). This corresponds with the time it takes to prepare your order before giving it to the courier chosen. These might be extended during promotional periods.

Can you deliver abroad?

We currently deliver to the following countries:
Mainland France, Austria, Belgium, Czech Republic, Denmark, Finland, Germany, Hungary, Ireland, Italy, Luxemburg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, United Kingdom, Australia, Canada, Hong Kong, Japan, Singapore, South Korea and the United States of America.

What should I do if I’m not at home when delivery is attempted?

In case of absence or not being able to deliver your parcel, a missed delivery note will be left in the recipient’s mail box explaining how to book a second delivery. In the case of a second absence, DHL reserve the right to leave your parcel in a DHL depot or at the nearest pick-up point. You will have a week to collect your parcel from the pick-up point or the DHL depot. ID will be requested. After a week your parcel will be automatically returned to us.

What should I do if I don’t receive my order?

If you haven’t received your order within the recommended times, and no missed delivery note has been left, you can check the status of your parcel from the “Orders” tab of your online account or contact the courier chosen. You can also contact the Customer Services by email: serviceclient@defursac.fr or by telephone on +33 (1) 40 07 97 44

Returns and refunds

How do I return a product and how long do I have?

You have a period of 15 days from the date of receipt of your order to return. Upon reception of the confirmation email, you will have seven (7) working days in order to return the Product(s) ordered. The articles MUST be in their original condition, never worn and intact with the tag fixed to the garment. Articles that are returned incomplete, damaged or worn will not be accepted.

To return any articles you must complete the online returns forms available in your personal space “My Account” under “Orders”. You can then follow your return into “My returns". Once the request has been accepted by De Fursac, you simply have to put the printed return slip, the article and its tag in their original packaging and send. For orders over €365, returning an item is automatically free in the following two ways:

  • A DHL pick-up from the address of your choice;
  • Or with a pre-paid Colissimo label (available under “My Account” or on request from the De Fursac Customer Services).

For orders under €365, or made outside Mainland France, the return shopping costs are payable by you. It is essential that the parcel be sent with a tracking option and signed for delivery to the following address (the tracking number will allow you to ensure correct delivery of the parcel and be informed on the return status):

DE FURSAC – Service retours
Chemin de Malherbaud
23300 La Souterraine

Should you require any further information you can contact the Customer Services by email: serviceclient@defursac.fr or by telephone on +33 (1) 40 07 97 44

How do I make a claim on my order?

You have five days from the date of delivery to make a claim. You can contact the Customer Services by email: serviceclient@defursac.fr or by telephone on +33 (1) 40 07 97 44

How much will it cost to return a product?

For orders under €365, or made outside Mainland France, the return shopping costs are payable by you. It is essential that the parcel be sent with a tracking option and signed for delivery (the tracking number will allow you to ensure correct delivery of the parcel and be informed on the return status).

How will I be reimbursed?

You will be reimbursed on the card you used for the original payment, via our payment partner INGENICO, and within 10 days following receipt of the parcel, or by PayPal.

Technical problems

I’m not receiving your confirmation and shipping emails, what should I do?

These emails occasionally go into junk or spam mail folders in your email account. Account providers are effectively becoming increasingly sensitive about protecting the private lives of their users as they identify emails that have not been sent by a name in your contacts list. So we advise you to authorise the www.defursac.fr domain in your anti-spam tool and/or your email account. If the problem continues you can contact the Customer Services by email: serviceclient@defursac.fr or by telephone on +33 (1) 40 07 97 44

I can’t seem to make a payment, whay should I do?

If you cannot make a payment, check that the card numbers and the expiry date are all correct. For security reasons the Customer Services do not have access to your bank details but remain at your disposal to guide you.
If the problem continues you can contact the Customer Services by email: serviceclient@defursac.fr or by telephone on +33 (1) 40 07 97 44

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