{"id":30808,"date":"2019-03-17T15:40:42","date_gmt":"2019-03-17T14:40:42","guid":{"rendered":"https:\/\/stephaniecesaire.com\/faqs\/"},"modified":"2024-11-14T18:36:56","modified_gmt":"2024-11-14T17:36:56","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/www.stephaniecesaire.com\/en\/customer-service\/","title":{"rendered":"FAQ&#8217;s"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row et_full_width=&#8221;true&#8221; et_row_padding=&#8221;true&#8221; parallax=&#8221;content-moving&#8221; thb_column_padding=&#8221;true&#8221; css=&#8221;.vc_custom_1731605811660{padding-top: 160px !important;padding-bottom: 160px !important;background-image: url(https:\/\/stephaniecesaire.com\/wp-content\/uploads\/2024\/11\/FloraVPOTourtValentineSPECIAL.jpg?id=36551) !important;background-position: center;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_column et_column_color=&#8221;et-light-column&#8221;][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-6&#8243;][vc_column_text css=&#8221;.vc_custom_1562722170105{margin-top: 20px !important;}&#8221;]\n<h1>FAQ&#8217;s<\/h1>\n<h4>Most frequently asked questions<\/h4>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1579116490670{padding-top: 60px !important;}&#8221;][vc_column offset=&#8221;vc_col-lg-offset-1 vc_col-lg-3&#8243;][vc_column_text]\n<h3>Shipping<\/h3>\n[\/vc_column_text][vc_empty_space][\/vc_column][vc_column offset=&#8221;vc_col-lg-6&#8243;][vc_tta_accordion active_section=&#8221;99&#8243; collapsible_all=&#8221;true&#8221; style=&#8221;style2&#8243;][vc_tta_section title=&#8221;Do you ship internationally?&#8221; tab_id=&#8221;1522322884722-77aa01b6-d3ecfe1b-0bf9&#8243;][vc_column_text]\n<ul>\n<li>Yes, Maison C\u00e9saire ships to most countries worldwide, except North Korea, Iran, Iraq, Libya, Palestine, Syria, Turkmenistan, and Yemen.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;What delivery options are available?&#8221; tab_id=&#8221;1522322738673-aea3abb5-b800fe1b-0bf9&#8243;][vc_column_text]\n<ul>\n<li>For France, orders are shipped via express delivery (Chronopost) with tracking and insurance included<\/li>\n<li>For international orders, shipments are made express with tracking, including insurance.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;What are the shipping costs?&#8221; tab_id=&#8221;1522322738697-88e8c59b-62ccfe1b-0bf9&#8243;][vc_column_text]\n<ul>\n<li>For Metropolitan France and Monaco, shipping is free with no minimum order.<\/li>\n<li>For international orders, shipping fees are complimentary for orders of \u20ac1,500 (excl. VAT) or more.<\/li>\n<li>To know the exact shipping costs, please check the details during the validation of your order.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;How soon will I receive my order?&#8221; tab_id=&#8221;1704815068636-4647ff3e-ee8d&#8221;][vc_column_text]\n<ul>\n<li>For in-stock purchases, bags will be delivered within<strong> six days<\/strong> from the effective receipt of payment.<\/li>\n<li>For made-to-order purchases, the average timeframe is <strong>four to six weeks<\/strong>, which includes the crafting of the bag, processing in the workshop, and shipment. Information on timelines will be provided if there\u2019s an extension. Should the additional timeframe be inconvenient, you may cancel your order for a full refund.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1579116498597{padding-top: 60px !important;}&#8221;][vc_column offset=&#8221;vc_col-lg-offset-1 vc_col-lg-3&#8243;][vc_column_text]\n<h3>Payments<\/h3>\n[\/vc_column_text][vc_empty_space][\/vc_column][vc_column offset=&#8221;vc_col-lg-6&#8243;][vc_tta_accordion active_section=&#8221;99&#8243; collapsible_all=&#8221;true&#8221; style=&#8221;style2&#8243;][vc_tta_section title=&#8221;What payment methods are accepted?&#8221; tab_id=&#8221;1555532166627-d18a27a7-6515&#8243;][vc_column_text]\n<ul>\n<li>Through our secure payment system Stripe, you can make your payment by credit card (including AMEX, JCB, Diners, UnionPay\u2026). We also offer payment via certain bank transfer systems with redirection (Bancontact, Giropay), as well as Klarna, which allows you to choose an installment payment plan. Additionally, we offer PayPal, which also gives you the option of paying in 4 installments with no fees.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;What taxes apply to orders?&#8221; tab_id=&#8221;1555532166698-b9e07fe9-85b4&#8243;][vc_column_text]\n<ul>\n<li>Purchases within the European Union are offered All Taxes Included. The applied VAT is that of the billing country, indicated during the validation of your order.<\/li>\n<li>Purchases outside the European Union (including overseas territories) are offered Tax-Free, but customs duties may apply upon entry into the destination country. These fees vary by country and time. Please inquire with your local customs.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Are customs duties to be expected?&#8221; tab_id=&#8221;1555532166782-e41f6de6-d637&#8243;][vc_column_text]\n<ul>\n<li>If you reside outside the European Union, your purchase is offered tax-free, but customs duties may apply upon entry into the destination country. These fees vary by country and time. Please inquire with your local customs.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1579116504661{padding-top: 60px !important;padding-bottom: 60px !important;}&#8221;][vc_column offset=&#8221;vc_col-lg-offset-1 vc_col-lg-3&#8243;][vc_column_text]\n<h3>Returns<br \/>\n&amp; Customer Service<\/h3>\n[\/vc_column_text][vc_empty_space][\/vc_column][vc_column offset=&#8221;vc_col-lg-6&#8243;][vc_tta_accordion active_section=&#8221;99&#8243; collapsible_all=&#8221;true&#8221; style=&#8221;style2&#8243;][vc_tta_section title=&#8221;What are the return conditions?&#8221; tab_id=&#8221;1554865954832-7b4f4f32-3205&#8243;][vc_column_text]\n<ul>\n<li>To return an item and receive a refund, please contact our customer service within fourteen days of receiving the products and to obtain and complete a return request form.<\/li>\n<li>Return the products to Maison C\u00e9saire using a carrier of your choice within fourteen days of your return request. Transport costs are at your expense.<\/li>\n<li>Ensure that the product was not made to order, on sale, or promotional at the time of purchase. It should not be worn, modified, or damaged. Return the products unused and in their original packaging.<\/li>\n<li>The refund will be processed by Maison C\u00e9saire within thirty days after receiving the product, subject to its perfect condition.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/stephaniecesaire.com\/en\/shipping-customs-duties\/\"><em><span style=\"color: #993300;\">See our page &#8220;Shipping and Customs Duties&#8221;<\/span><\/em><\/a>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;What are the after-sales guarantees?&#8221; tab_id=&#8221;1554865954888-c3d499b3-2d6e&#8221;][vc_column_text]\n<ul>\n<li>Products from Maison C\u00e9saire come with a legal warranty of one year against defects or hidden faults, starting from the date of purchase.<\/li>\n<li>The warranty does not cover damages caused by normal wear and tear, improper maintenance, misuse, friction wear, exposure to extreme temperatures, inks, acids, solvents, and chemicals. It also does not cover damages caused by third parties, such as transportation.<\/li>\n<li>To avail the warranty, please contact our customer service for prior approval. No product under warranty will be accepted without this prior approval.<\/li>\n<li>In the case of irreparable defects, an exchange will be made within twelve (12) weeks from the receipt of the defective merchandise, or a refund will be issued if the product is not replaceable.<\/li>\n<li>The transportation costs for returning defective goods will be reimbursed by Maison C\u00e9saire, up to a maximum of fifty euros including taxes (\u20ac50), upon presentation of the invoice. The re-shipping costs will be covered by Maison C\u00e9saire.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Can I have my product repaired after the warranty period?&#8221; tab_id=&#8221;1554865954966-a58332cc-34e7&#8243;][vc_column_text]\n<ul>\n<li>If the warranty is not applicable, Maison C\u00e9saire provides after-sales service at your expense. A quote will be sent to you before any repair, and transportation costs will be your responsibility.<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row et_full_width=&#8221;true&#8221; et_row_padding=&#8221;true&#8221; css=&#8221;.vc_custom_1578537181414{padding-top: 90px !important;padding-bottom: 90px !important;background-color: #f8f8f8 !important;}&#8221;][vc_column][vc_row_inner content_placement=&#8221;middle&#8221;][vc_column_inner offset=&#8221;vc_col-lg-offset-1 vc_col-lg-6&#8243;][vc_column_text]\n<h5 class=\"fancy-title\">Customer service<\/h5>\n<h2>Still have questions?<\/h2>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner offset=&#8221;vc_col-lg-3&#8243;]\t\t<div id=\"et-button-6a261615f3b83\" class=\"et_btn_align_center animation bottom-to-top\">\n\t\t\t<a href=\"\/en\/contact\/\" class=\" et_btn button et_btn_md solid color-  arrow-enabled \"  role=\"button\" title=\"Contact Us\" ><span>Contact Us<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\" y=\"0px\"\r\n\t width=\"30px\" height=\"18px\" viewBox=\"0 0 30 18\" enable-background=\"new 0 0 30 18\" xml:space=\"preserve\">\r\n<path class=\"handle\" d=\"M20.305,16.212c-0.407,0.409-0.407,1.071,0,1.479s1.068,0.408,1.476,0l7.914-7.952c0.408-0.409,0.408-1.071,0-1.481\r\n\tl-7.914-7.952c-0.407-0.409-1.068-0.409-1.476,0s-0.407,1.071,0,1.48l7.185,7.221L20.305,16.212z\"\/>\r\n<path class=\"bar\" fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M1,8h28.001c0.551,0,1,0.448,1,1c0,0.553-0.449,1-1,1H1c-0.553,0-1-0.447-1-1\r\n\tC0,8.448,0.447,8,1,8z\"\/>\r\n<\/svg>\r\n<\/a>\n\t\t<\/div>\n\t\t\n\t[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row et_full_width=&#8221;true&#8221; 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