FAQ

Orders and payment

How can I follow the progress of my order?

The tracking link of your parcel is directly accessible from your shipment confirmation or if you have placed your order under your personal account, log into your account via the “My Account” section. You will find the tracking information in the “My Orders/returns” tab, by opening the “View Details” section and clicking on the “Track My Parcel” link.  The possible progress statements for your order are as follows:

  1. In preparation (your order is validated, and is currently being processed in our warehouse)
  2. In transit (your order has been processed and shipped. You will be able to follow its progress on the carrier’s website using the parcel number)
  3. Delivered in accordance with the date

How can I return a product purchased from the French Visionary online store?

The French visionary offers you the free online return.
You must first fill out the online form that is in the section “Cancellation and return conditions”.
You must return your products to our warehouse in France at the address indicated on the policy of order/return, after complete the form.
For Americans , Australian customers, you have 14 (fourteen) days from the date of delivery.
For British customers, you have 30 (thirty) days from the date of delivery. 

You must return the products accompanied by the purchase invoice accessible from the shipping mail of the order or from the “My Account” section. You will have to provide the purchase invoice and indicate on the form, the reason for your return.

Please return items in their new condition, without being worn or washed, all packaging (plastics, boxes), product labels must be returned.
The French visionary reserves the right to refuse a return if it does not fulfil these conditions.
Reimbursement will be made within a period of 72h, on the same method of payment as that used in The purchase.

  1. Return of products by post:
    You just have to declare your return from the shipping email “Save my return” or from your account “my orders > make a return > Fill out the form”.
    Once you have selected the products and the quantity to return, click on “Validate the list of returned products”. You will receive an email acknowledging receipt of your return with your pre-paid return label in attachment.
    You are entitled to 14 (fourteen) days for American and Australian residents and 30 (thirty) days for British residents, from the time you receive your order to exercise your right of withdrawal.

We invite you to reuse the shipping package to make a return. Please return items in their new condition without being worn or washed. All packaging (plastics, boxes), accessories and product labels must be returned.
The French visionary reserves the right to refuse a return if it does not fulfil these conditions.

Once your parcel is ready to be sent, paste the label on the parcel. It will be necessary to deposit the parcel in the mail, and to have your proof of deposit stamped, which will have to be kept until the refund is made. In the event of a dispute, the proof of return deposit must be provided.
We would like to inform you that refunds made online can take up to one month, the time for us to conduct a survey with the logistics provider/carrier when necessary. Thank you for your understanding.

Can I change my order after it has been confirmed?

Within 15 minutes after your order passage, we can cancel your order, delete an item, change a size, a color.  We cannot add an additional item or delete one item for another with a greater value than the original order.
We are not currently in a position to make an exchange. If the products received were not suitable for you (size, color…), we recommend that you return them to us for free by making your return via your personal account via the “My Account” section and then in the “My Orders/returns” tab. “, and clicking the” Make a return ” link. The link to make your return is also available from the shipping confirmation.

How to be sure to order the right size ?

A guide of the sizes is available on each product sheet clothing and bathrobe.

What do you propose as gift wrapping ?

In your shopping cart, you just have to check the box “Add a Gift box” (this service can be temporarily disabled in periods of sales).
All items of your order will be packaged in a gift box with the exception of the following items that will be delivered in a bag the French visionary:
– Bags (medium and large format)
– Coats and Jackets
– Bathrobes
– Ties

This service is free (it can be temporarily disabled during sales periods).

How do I know if my order has been processed ?

You should receive your order confirmation within 15 minutes following your order.

Can I cancel my order ?

Once your order has been validated, you can contact customer service within fifteen minutes of the order to cancel it.

Outside of this deadline, we invite you to refuse the parcel when it is delivered by indicating it on the delivery slip. It will be returned to us at no cost.

The refund of the order amount will automatically start after the return of the parcel registered in our warehouse and verified by our quality department.

Can I pass an order by e-mail, by mail or by fax ?

You can order by phone with a payment by credit card (Visa, MasterCard, American Express) by contacting our customer service at + 33 1 84 78 19 87.

How can I pay my order ?

The following means of payment are available on the online shop:

  1. Credit card: Visa, MasterCard (verification with 3d secure).
  2. American Express
  3. Paypal

To pay by PayPal, you must have your own PayPal account. A parent or friend can exceptionally purchase a subscription for you, provided that you are together to make this payment. It is forbidden by law to use a PayPal account without the permission of its owner.

Choose the subscription time and item you are interested in

  1. Log in with your account name the French visionary and your password
  2. Choose the payment method “PayPal”
  3. Confirm your address or the address of the PayPal account owner
  4. Confirm your order
  5. Sign up on the PayPal website with your PayPal account name and PayPal password
  6. Check and confirm your payment on the PayPal website

Your subscription will be credited to your account the French visionary a few minutes after posting

How could I be sure that my payment data are secure ?

The security of your data is very important to us. As a customer on the French Visionary online store, you can make your purchases without fear. In general, you can visit our website without leaving any personal data.

However, in the following cases, we need your data:

– When ordering

-For a newsletter subscription

– For registration on the online store the French Visionary.

All data relating to the person are encrypted before leaving your PC and being transmitted over the Internet. To do this, the French Visionary uses the recognized secure transmission ” secure socket layer “(SSL) with a 128 bit encryption.

The encrypted information about your order, your name, your address, your credit card or your bank details cannot be read by outside persons.

Since we work with different frames, you may not be able to recognize encryption directly or your browser will not always inform you by a message indicating the link to an SSL server. However, you can see the protected transmission of your data (HTTPS mode)

When, in the cashier sector, you press the right mouse button and select the “Show source text” function.

We save all personal data only on a computer that is not connected to the Internet.  This way, the accesses of external people via the network or by modem are not possible.

You can also help us protect yourself and others from abuse. Help us in our efforts to secure your personal data by never giving your password.

It is possible to delete the subscription to the newsletter at any time. By going to the link of the newsletter, you have access at any time to your data of the newsletter. In this area you can change your data or stop sending the newsletter completely.

 

How can I use an advantage code ?

Once in your basket, under the summary of your order, you will find the box “coupon code”. First select your shipping method and then click the “+” sign. Fill in the code that was communicated to you with the uppercase and dashes (we recommend that you copy and paste it) and confirm with “OK”. The corresponding discount will automatically deduct the total amount. A benefit code can only be validated once and that is why we recommend that you insert it only when you want to proceed with the payment of your order. We inform you that the cumulation of several vouchers ´ purchase and promotional codes is impossible. Also, the amount of the promotion is apportioned proportionately to the amount of an item.


As a result, in case of return, you will be reimbursed the actual amount paid with the reduction of the benefit code. As a result, you will lose the amount of the promotion related to the returned item.

Deliveries & Return

What are the delivery options?

For information, our delivery options include deliveries for the USA, Australia, and the United Kingdom, we do not ship to other countries at this time.

We offer:

– Standard delivery (15 to 17 days open) discount against signature from Monday to Saturday (FedEx): 35 €, offered from €300 purchase. (add one to five extra days for Australia).

– Free Shipping (23 to 25 days open) rebate against signature from Monday to Saturday (FedEx), for all countries.

Can the order be delivered to the address of my choice?

We can deliver your order to the address of your choice – work, relatives, friends or neighbors. Please specify the delivery address for each order. By default, delivery will be made to the billing address.

How do I know if my order has been shipped?

Once your order is shipped, you will receive a shipment confirmation email with the parcel tracking number as well as the carrier link allowing you to track the progress of your delivery – the link will be active once the package will be taken over by the carrier.
You will also be able to view this tracking information in the section “My Account” > “My orders/returns” tab > “See Details” and clicking on the “Follow my Parcel” link.

What does it happen if I am not present at the time of delivery?

Standard Shipping by FedEx: In case of absence, your parcel will be re-deposited one day later at the address indicate. In the event of a new absence, you will have to contact the carrier again to establish a new appointment within 5 (five) days.

In case of impossible delivery, the parcel will be returned to us.

What if I received a damaged or defective product ?

If a product purchased from the online store, the French Visionary does not correspond to the quality standards (problem encountered from the first use), we recommend you to get closer to the customer service.

Customer service will send you a free return label due to defective after analysis by our quality department. The French Visionary reserves the right to refuse a return for defective if it is related to repeated/improper use of the product.

– By e-mail: contact@thefrenchvisionary.com

– By phone: + 33 1 84 78 19 87

Is it possible to exchange a product?

In the context of an order made online, we are currently unable to make an exchange for reasons of technical limitations.


Nevertheless, you can return the product that will be reimbursed to you at the reception and recommend the product you wish.


To return a product, see the “Return Policies” section. For purchases made in the shop, it is possible to make an exchange or to obtain a credit card gift.

Where is my order shipped?

The warehouse of the online store the French visionary is located in France.

My Account

Why create an account?

Your shopping is simplified because you order more easily thanks to the backup of your personal information and your order history. You gain access to the benefits of the “VIP Exclusive” loyalty program:

– By cumulating orders, you will be rewarded with an added value in addition to exclusive gifts.

– You will receive invitations for special offers and unique events.

 

What use will be made of my personal data?

Respect for your privacy is paramount and we strive to protect it best when you visit our website. The information you send us about yourself or your interests will only be used to offer you the best service possible and to adapt our offers to your tastes. We will never sell, share, or supply your identities, cookies, personal information and location data to third parties in accordance with our privacy policy. For information, it is necessary to inform your personal information only in the following situations:

–  When ordering

– Subscribe to the Newsletter

– Creating an Account

What if I don't want to receive the newsletter?

You will receive our newsletter only if you subscribed via the website the French visionary. If you no longer wish to receive it, please use the unsubscribe link located at the bottom of the newsletter.

Use of the website The French Visionary

What are the technical parameters necessary to use the French Visionary online shop?

Navigation Software Settings: To ensure proper visualization and optimal operation of the French visionary online store, you must be equipped with Internet Explorer (version 6 and above) or Mozilla/Firefox (versions 1.5 and higher). For optimal visualization, you will need to enable Java and Java script. To allow you to deposit products in your shopping cart, you must also activate the “Allow Cookies” feature (located in Tools/Internet Options/Privacy If you are using Internet Explorer 6.0 for Windows).
– Screen definition: To properly view the online store, you must set your screen to a definition greater than or equal to 1024 x 768 pixels.

How do I contact the French Visionary online store?

For questions related to the French visionary online store and orders placed via the French visionary online store, you can contact us:

◦ – By e-mail: contact@thefrenchvisionary.com

◦ – By phone: + 33 1 84 78 19 87

◦ – By post: The French Visionary SAS, 50 rue des Benaches, 77144 – Montevrain

For questions related to the French Visionary SAS and its activities, please log on to thefrenchvisionary.com  and use the Contact Form.

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