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FREQUENTLY ASKED QUESTIONS

 

ORDERING

HOW DO I PLACE AN ORDER?

To become the happy owner of one of our items, simply add products to your basket. Once your basket is complete, you will need to create a customer account by entering your email address and filling in the requested information or entering your login details. You will then be able to enter your delivery and billing address, select the delivery method and choose your payment method. Once your order has been completed you will receive a confirmation email. Careful, this email can sometimes slip into your junk mail!


 

HOW DO I CREATE AN ACCOUNT?

To create a Le Jacquard Français account, simply go to the dedicated page, under the tab « My Account ». You will be asked to create an account by entering your email address and password. You will also be offered the opportunity to subscribe to our newsletter.


 

I’VE LOST MY PASSWORD, WHAT CAN I DO?

Don’t worry, we’ve got the answer: click on https://www.le-jacquard-francais.com/customer/account/forgotpassword/. Or go to « My Account » and click « forgotten password ». An email will then be sent to you to reset your password. If you encounter difficulties, you can contact our customer care department at eboutique@le-jacquard-francais.com so that we can sort it out together.


 

MY ORDER HAS ALREADY BEEN PLACED. CAN I CHANGE OR CANCEL IT?

Changing an order (adding, deleting or changing an item) is not possible for the moment, once the order has been processed. We may attempt to block the shipment of your order, cancel it and proceed with your refund. You will then be able to place a new order with the items you want. Unfortunately, we cannot guarantee that this process will succeed. For any request to cancel or change the delivery address, please contact Customer Service at +33 (0)3 29 60 61 96 or via the

 

 

HOW CAN I BE REIMBURSED FOR MY PURCHASE?

You can return the delivered items to us at your own expense within 14 days of the delivery date. They must be packed and intact. Customized or made-to-measure items are not eligible for return. To exercise your right of return, you must notify us of your decision to withdraw from the purchase contract either via the form made available on this site, or by e-mail to eboutique@le-jacquard-francais.com, or by calling +33 (0)3 29 60 61 96, within the deadlines described above.


 

HOW CAN I MAKE AN EXCHANGE?

You must make a return request on our site and return the item to us (shipping costs, duties and taxes payable by you). Upon receipt of the parcel, you will be reimbursed. You may now place your new order.


 

MY PRODUCT IS DEFECTIVE…

All our products benefit from the legal guarantee of conformity and the guarantee against defects enabling the purchaser to return the defective products delivered. All you need to do is make a request via The return form on the site within 30 days. Shipping fees will be free. The product(s) must be returned in their original packaging(s) and sufficiently protected so as not to be damaged during transport.


 

WOULD YOU LIKE TO RETURN AN ITEM PURCHASED FROM ONE OF OUR RESELLERS?

Any item purchased from one of our partners cannot be the subject of a complaint to our customer service department. In the event of a problem, please contact your point of sale.


 

HOW WILL I BE REIMBURSED AFTER A PRODUCT IS RETURNED?

If you have paid by credit card, the cost of the returned products will be credited to your card. If you have paid by Paypal, the cost of the returned products will be credited to your Paypal account. The shipping costs will not be credited unless the item is defective.

WHERE IS MY ORDER?
We are working as quickly as possible so that you can enjoy your Le Jacquard Français product, thanks to two delivery options: Colissimo and Fedex. To find out where your order is, simply click on the link below corresponding to your chosen delivery method and enter the order tracking number (indicated on your shipping e-mail) to find out where the shipment is. Colissimo: https://www.laposte.fr/outils/suivre-vos-envois Fedex: https://www.fedex.com/fr-fr/tracking.html.

I ENTERED THE WRONG ADDRESS/MODEL/SIZE WHEN ORDERING, WHAT SHOULD I DO?
You can contact us at vente@le-jacquard-francais.com so that we can try to resolve your concern if the parcel has not yet been shipped We will do our utmost to take into account your modification as far as possible (if your order has not yet been prepared or shipped). But don’t worry if your order has already been shipped, you will be able to make a return as soon as it is received using the dedicated form.

HOW MUCH DOES DELIVERY COST?
 
Area
Cost
 Shipping costs
Continental France, Corsica, Monaco
 0 to 25€
8,20€

> 25€
free
European Union countries (excluding the United Kingdom)
 0 to 60€
9,90€

> 60€
free
United Kingdom
 0 to 51.36£
8.47£

> 51.36£
free
Switzerland
 0 to 166.34 CHF 
17.63 CHF

>166.34 CHF
free
United States, Canada
0 to 178.91$
18.96$

>178.91$
free
Other countries with access to the site
0 to 200€
30,00€

>200€
free


HOW LONG DOES DELIVERY TAKE?
For delivery both in France and abroad (excluding Africa), products ordered are normally delivered within 96 working hours after validation of your order.

WHERE CAN YOU FIND OUR PRODUCTS?
To find our LE JACQUARD FRANCAIS stores, our resellers and the department stores where our products are distributed, just go to the section « Where to find us ». You can search for the point of sale nearest to you.

PRODUCTS
 WHERE ARE OUR PRODUCTS MADE?
Since 1888, Le Jacquard Français has been manufacturing its products in the heart of the Vosges, in our Gérardmer factory. All our products combine the expertise of our warpers, weavers and colour experts who work hard every day to find the best techniques to meet your needs. Only sponge, paper and wood products are not manufactured in Gérardmer. The origin of these products is indicated on our website and on our labels. To guarantee impeccable quality, we have chosen the best manufacturers who also respect our quality constraints and our Responsible and Ethical Purchasing Charter.

 THE ITEM I ORDERED DOESN’T MATCH THE PHOTOS ON THE WEBSITE:
Each product offered on the site is described and presented with the greatest possible accuracy. The photographs are as faithful as possible but we cannot promise they will perfectly reflect the product sold, especially as regards colours. If you are not satisfied with your product when you receive your parcel, you can return it. You can exercise your right to return within 14 days.

THE ITEM I ORDERED DOES NOT HAVE THE EXACT DIMENSIONS LISTED:
The « Jacquard » weaving technique involves a tolerance of + or – 4%. The natural fibres we use can shrink after washing up to around 5%.

PAYMENT
I CAN'T PAY ON THE SITE, WHAT CAN I DO?
Oops... That makes paying tricky. Check if you have entered your card numbers correctly, that it has not expired, whether your account has enough funds and whether you have exceeded your payment limit. If none of these are the issue, try a different payment method. You can also pay by PayPal. If the problem persists, you can contact our customer service department at +33 (0)3 29 60 61 96 so we can try to solve the problem together.

I HAVE A PROMOTIONAL CODE, HOW DO I USE IT?
Once you are in your basket, under your order summary you will find the "promo code" box. Enter your code, making sure to match the cases and dashes (we recommend you copy and paste it) and confirm. The relevant discount will automatically be deducted from the total cost. A code can only be validated once, which is why we recommend that you only enter it once you have confirmed your order. Stacking multiple discounts ´and promotional codes is not possible.

GIFT CARD?
We do not currently offer gift cards.

Need Help ?

Contact by phone

+33 (0) 3 29 60 61 96

Monday to Friday
8.30am to 12pm and 1.30pm to 5pm

Contact by email

Le Jacquard Français customer service

eboutique@le-jacquard-francais.com