FAQs

Payment

Which payment methods do you offer?

Payment on our website can be made via card (MasterCard or Visa) or PayPal, via the secure payment platform Paybox. We do not see the card number you enter at any time. Our bank simply notifies us that the order has been paid for successfully. If you would like to pay by cheque, please contact our customer service team.

Shipping

When will I receive my order?

The average delivery time is 3–6 working days, starting from the date of the order confirmation. In any event, this time shall not exceed 30 days from confirmation. You can track the progress of your order by logging in to your customer account: my account / my orders

What delivery options do you offer?

In Metropolitan France, there are 4 delivery options:

- Free in-store delivery

- Relais Colis delivery. (€5.90, whatever the weight of your order)

- Standard home delivery with Colissimo. (€7.90, whatever the weight of your order)

- Express Chronopost delivery (€14, whatever the weight of your order)

For delivery outside Metropolitan France, this is the delivery method: (see prices here)

Can I get my order shipped to another address?

Yes: you can choose the shipping address of your choice when you place your order.

Returns and refunds

I’m not satisfied with my product. What should I do?

If you are not satisfied with a product, there are two solutions:

Within 30 days of purchase you may make an exchange in the store of your choice or request an exchange or refund via your customer account, in the ‘my orders’ section.

I would like to make an exchange. What should I do?

Exchanges can be made in the store of your choice or on the website.

To make an exchange in a store, bring the delivery note (from inside the package) and your products to a Jean-Vier store. Returns made in store can be exchanged or refunded with a voucher for use in Jean-Vier stores.

To request an exchange on the website, go to your customer account, then the ‘my account’ section, then ‘my orders’. Choose the relevant order then click on ‘return products’. Then, simply follow the instructions.

How can I get a refund?

Refund requests are only managed via our website. To request a refund, go to your customer account, then the ‘my account’ section, then ‘my orders’. Choose the relevant order then click on ‘return products’. Then, simply follow the instructions.

A refund will be made within 15 days of us receiving your return via our logistics service.

How long do I have to return an item?

You have 14 days starting from the date on which you make your return request. Returned products must be intact, complete and in their original packaging.

Order process

There’s a mistake in my shipping address. What should I do?

To modify your delivery address, please contact our customer service department as soon as possible by clicking here.

How do I recover my password?

To recover your password, click on ‘Forgotten your password?’ on the login screen. A new password will be generated and sent to your email address. You can then change it by going to the ‘my information’ section of your account.

Products

Where are Maison Jean-Vier products made?

We make all our products in Portugal. We offer treatments and weaves that would be hard to carry out in France, as they would require transport between various different locations, which would result in a very large carbon footprint. Manufacturing in Portugal enables us to offer top-of-the-range products with complex weaves and a considerably reduced carbon footprint.

Services

Can Maison Jean-Vier products be customised?

Our customisation service is offered on the website and in Maison Jean-Vier stores.

Can I see a catalogue?

Our catalogue is available on paper in our stores or on our website in PDF format. You can download it on the catalogue page.

How do I buy a gift voucher?

Gift vouchers are available in store or on the website.

Can I use my loyalty card online and in store?

Your loyalty card can be used online and in store. It is directly attached to your account. To consult the terms and conditions, go to the Maison Jean-Vier Loyalty Programme page.

Your question not been answered yet in our FAQs? Contact us: we’re here to help!