Free delivery and returns

FAQ

Customer account

How do I create my account?

To create your account at the 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 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?

To know more about your personal details used, consult our privacy policy.

Customer Service

How do I contact the 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?

You can exchange the item thanks to the return slip provided in your parcel. In that case, precise the reason for return and the article initially ordered. If your order hasn't been delivered you can consult its status in the “My Account” section. You have 15 days to notify our 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 by courier within 48 - 72 business hours (from Monday to Friday). It may take longer during promotional periods.

Delivery may suffer a delay during outlet sale.

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 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 Fursac account.

What are the different statuses of my order?

Processing : Your order has been placed and will be prepared soon.

In preparation : Your order is being prepared in our warehouse. Its shipping is imminent.

Shipped : Your parcel is ready and will be handle by the carrier. You will be able to follow its delivery by using the tracking number.

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

Checkout

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.
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 Fursac online boutique are as follows: Carte Bleue, Visa, MasterCard and American Express.

How is payment secured?

The 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 Fursac online boutique Customer Services on 33(0)1 40 07 97 44 or send an email to serviceclient@defursac.fr

Shipping

What are the times and costs of delivery?

We offer several means of shipping according to the parcel's destination. You order is prepared by our services, it will then be given to whichever courier corresponds with the delivery method and the country you have chosen.

France

Delivery in Mainland France Colissimo: FREE

Delivery Times: 2 to 3 days delivery. Delivery times are calculated in business days, not including weekends and bank holidays.

Express delivery in Mainland France – Chronopost: 15€ at customer's own cost

Delivery Times: Your parcel will be delivered from Monday to Friday before 1 pm, the next day it has been shipped from our warehouse, except on bank holidays.

The orders preparation and delivery delay may be extended during peaks in activity (sales, private sales).

Delivery may suffer a delay during outlet sale.

Your order will be hand delivered, from Monday to Friday between 9am and 6pm. Delivery in Mainland France is automatically offered on all purchases with Colissimo, express delivery with Chronopost costs 15€ and is at customer's own cost. Once the parcel has been sent you will receive a Colissimo / Chronopost 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 receive your parcel, several attempts of delivery may take place on the initiative of the carrier. In the case of a second absence, missed delivery note will be left explaining the procedure to obtain the parcel from the nearest La Poste point / pick up point. Your ID will be requested to collect your parcel.

For the orders in Mainland France, your parcel will be kept during 15 days from the day you receive the missed delivery note. For international orders, this delay may vary from 5 to 15 days according to the removal point chosen by the customer. Beyond this deadline, the parcel will be automatically returned to Fursac.

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

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.

European Union

Delivery in European Union Colissimo: FREE

Delivery Times: 3-8 days delivery depending on the country of destination. Delivery times are calculated in business days, not including weekends and bank holidays.

The orders preparation and delivery delay may be extended during peaks in activity (sales, private sales).

Delivery may suffer a delay during outlet sale.

Your order will be hand delivered, from Monday to Friday between 9am and 6pm. Delivery in Mainland France is automatically offered on all purchases. Once the parcel has been sent you will receive a Colissimo tracking number by email which will allow you to follow your parcel. You can also track your parcel directly from you customer account.

International

Destination Colissimo Colissimo
Delivery times
United Kingdom € 35 3 – 8 Days
Norway € 45 4 – 8 Days
USA € 65 5 – 9 Days
Canada € 65 4 – 8 Days
Hong Kong € 75 4 – 8 Days
Singapore € 75 4 – 8 Days
Japan € 75 4 – 8 Days
South Korea € 75 4 – 8 Days
Australia € 95 6 – 10 Days
United Arab Emirates € 95 7 – 11 Days
Qatar € 95 7 – 11 Days

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?

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The shipping times are 48 business hours maximum (from Monday to Friday) In France. 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.

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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, Qatar, United Arab Emirates 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 receive your parcel, several attempts of delivery may take place on the initiative of La Poste or its foreign partners. In the case of a second absence, missed delivery note will be left explaining the procedure to obtain the parcel from the nearest La Poste point. Your ID will be requested to collect your parcel.

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 have 15 days to notify the Customer Services by email: serviceclient@defursac.fr or by telephone on +33 (1) 40 07 97 44

Return and refund

Under which conditions may I exercise my right of withdrawal?

On receipt of your order, be sure to check the compliance of the products. In case of a missing or damaged product, or of any package not received, contact us as soon as possible.

For any order, and to facilitate the return of your products, we allow you a period of 30 days from the receipt of your order to return us your products, without being necessary to notify us your withdrawal. Our warehouse will accept your return if the postal service stamp proves that you have made your return within 30 days of receiving your order.

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

You have a period of 30 days from the date of receipt of your order to proceed to a return. The articles must be in their original condition, never worn and intact with the tag fixed to the garment.

To return any article you just have to complete the return slip provided in your parcel and to follow the instructions on the return label. your return must be sent to the following address:

SMCP, Fursac – Service retours - 1 rue Jules Vallès, 95670 Marly la ville

Articles that are returned incomplete, damaged or worn will not be accepted and our warehouse will send you back the item, at your charge.

For orders in France (excluding items purchased from our e-shop outlet), returning an item is automatically free thanks to the Colissimo return label provided in your parcel.

For any international orders and for items purchased from our e-shop outlet, 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 enable you to ensure correct delivery of the parcel and be informed on the return status).

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 fifteen 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 will I be reimbursed?

Once your return is verified and accepted by our warehouse you will receive a refund confirmation email.

For any order delivered in the european union, you will be refunded of the amount corresponding to the returned product(s) as soon as possible and at the latest 14 days following the date of receipt of your return to our warehouses, or providing proof of shipping thereof. For any orders delivered outside the european union, you will be refunded for the amount corresponding to the returned product(s) only.

Moreover, if you decide to choose a shipping method for your return different from the one we offer (prepaid label for France), the costs related to this shipping will remain your charge.

Your refund will be made directly to the account linked to the bank card or to the paypal account used for payment of the order. You will receive a refund confirmation email as soon as it is validated by our systems. You can follow the progress of your return directly in your personal account, under "My orders".

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