Order concernsUpdated 2 years ago

I RECEIVED A FAULTY ITEM - WHAT SHOULD I DO?

At France Luxe, we pride ourselves on providing you with quality accessories and a satisfying customer experience. We are incredibly sorry if you have received a faulty item.

Please get in touch with us and provide us with more details listed below.

1. Order number
2. Product name
3. Images where the flaw can be seen

Once we receive all the information required, we will evaluate the incident and do our best to resolve the issue as soon as possible.

I RECEIVED AN INCORRECT ITEM - WHAT SHOULD I DO?

We want to fix any issues with incorrect items straight away. If you receive an incorrect item, please contact us  providing the following information:

1. Order number
2. Photo of the incorrect item
3. The product name of the item you didn't receive

What we can do for you:

• In the case the product is in stock, we will send you a replacement as soon as possible.
• In the case the product is out of stock, we can process an exchange for an item of your choice of equal or lesser value or we can process a refund for the missing item.

Of course, we will be happy to deliver the correct or replacement item at no cost in case it is necessary.

We work hard and carefully inspect all our shipments to avoid this kind of issue and we truly appreciate your patience and collaboration to have it fixed for you as soon as possible.  

I'M MISSING AN ITEM FROM MY ORDER - WHAT SHOULD I DO?

We're so sorry that there's an item missing from your order! We recommend doing the following:

• Review your order and verify that the missing item is listed on your shipment summary provided in the package.
• Contact us with the below information:
  1. Order number
  2. The product name of the item you didn't receive
  3. Photo of the package you have received so we can check if there has been any mistake in our logistics center

What we can do for you:

• In the case the product is in stock, we will send you your missing item as soon as possible.
• In the case the product is out of stock, we can process an exchange for an item of your choice of equal or lesser value or we can process a refund for the missing item.

Our shipping team packages every order with the utmost care and attention to detail. That being said, oversights, unfortunately, do happen on rare occasions, but our Customer Service team would be happy to assist with any instances where an item is missing from your order!