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Frequently Asked Questions
I've forgotten my password, how do I reset it ?
Simply follow the link : https://www.sculpteursdulac-shop.com/compte?lang=en#oubli
Enter the email address of your account, then check the box, I am not a robot.
you will receive a new password by email, which will allow you to access your account, you can then change it at your convenience.
Can I cancel my order ?
Contact us by email, accueil@sculpteursdulac-shop.com, if your order is not gone, we will exchange or refund, if your order is already shipped, wait to receive it and follow the return procedure.
When will items be back in stock?
You can
Put the desired product on the waiting list
contact us by email: home@sculptursdulac-shop.com,
ask us the question about the chat at the bottom of the page.
We are at your disposal for any information.
Can I send an item as a gift ?
It is quite possible for you to indicate the address of your recipient in "delivery address".
If you want a gift box, check the "box" when you go to your basket.
your recipient will receive the item packaged and without an invoice.
I am sure that my item is available and will be shipped quickly ?
LES SCULPTEURS DU LAC is a retailer. Product offers are valid as long as they are visible on the site or sites, within the limits of available stocks. In case of unavailability of product after placing the order, we will inform you by email as soon as possible. The order will then be automatically cancelled and refunded by bank transfer or cheque if applicable.
What are your delivery costs?
France :
Decoration :
—> FREE from any order over than 50 €
—> For any order less than 50 € = 10 € shipping fees
Furniture :
—> On quote only!
European Union :
Decoration :
—> FREE from any order over than 50 €
—> For any order less than 50 € = 10 € shipping fees
Furniture :
—> On quote only!
Swiss + Norway + GB:
Decoration :
—> FREE from any order over than 50 € (+ 41 € border fees)
—> For any order less than 50 € = 10 € shipping fees (+ 41 € border fees)
Furniture :
—> On quote only!
Our delivery prices for the rest of the world :
Decoration & Furniture :
—> A quote will be sent to you by email before the payment of your order.
Can you deliver to my work address?
Simply indicate the address to which you want to receive your parcel in the delivery address section
What happens if I'm not home when you try to deliver ?
Your letter carrier will leave you a notice of passage and attempt a new delivery within 2 days
If you do not receive your package, please contact us at accueil@sculpteursdulac-shop.com
How do I track my delivery ?
As soon as your parcel is shipped, you will receive an email from our shipping department with the name of the carrier and the parcel number.
What should I do if I received a defective order ?
We are sorry if, despite the care taken to prepare your package, it arrived damaged.
Feel free to send us the photos of the parcel (damaged cardboard) and the item itself (with a close-up of the damaged part). we will make every effort to recover the latter and send you a product corresponding to your expectations.
Contact us by email, accueil@sculpteursdulac-shop.com and send us photos, we will send you a return label to send us the article in question
There is an item missing from my order, what do I do ?
Check that your package has not been opened, if this is the case contact the carrier immediately
if this is not the case, please contact us by email at accueil@sculpteursdulac-shop.com or by phone at +33 (0)4 50 75 99 66
What are the possible means of payment?
The possible payments are:
the bank card
payment by credit card in multiple times
the bank transfer
payment by credit card
BANK CARD PAYMENTS WITH 3D-SECURE AUTHENTICATION
The 3D-Secure protocol (also called Verified by Visa and MasterCard SecureCode) gives you enhanced protection for your online purchases through an authentication system.
After validating your bank details, a 3D-Secure window managed by your bank will appear. Entering an authentication code, specific to each bank (date of birth, code received by SMS, etc.), will verify that you are the holder of the card used for payment. Your payment will be validated and your transaction finalized after confirmation from the bank.
Attention: check at the time of your order that you can receive the authentication SMS.
payment by bank transfer
TRANSFER PAYMENT
Payments by bank transfer are made in full upon order.
On the "order summary" page, when choosing the payment method, select "Transfer".
You will then have 3 days to send your payment by transfer to the bank account Sculpteurs du lac (references accessible during the validation of your order and in a summary email). After this time, your order will be cancelled.
Your order will be permanently validated upon receipt of your transfer. A confirmation email will then be sent to you.
IMPORTANT: in case of payment by transfer, the delivery times will be extended corresponding to the time of receipt and processing of your transfer.
What is a "3-D Secure" protocol for credit card payment?
"3-D Secure" means a family of user authentication protocols for a CB. Each large bank card network has developed its own 3-D Secure protocol:
Verified by Visa for the Visa network,
SecureCode for the MasterCard network,
SafeKey for the American Express network,
…
These 3-D Secure protocols are designed to determine if the card user is legitimate by asking the card user for information that only the card issuing bank and the cardholder are expected to know. Most often, this information is a numeric code, with a very short validity period (a few minutes), sent by SMS by the buyer’s bank on the holder’s mobile phone. The buyer must enter this provisional code in the payment web page to validate the payment and finalize the order.
A 3-D Secure protocol guarantees to the seller that the payment is a priori legitimate and that the money will not be taken back to him due to credit card fraud. On the other hand, the authentication process of the user is sometimes so complex (e.g. lack of responsiveness of the buyer, SMS not received) that it does not succeed, which prevents the finalization of the order. The use of 3-D Secure protocols therefore has a negative impact on the number of commands. To limit this impact, some merchants only activate 3-D Secure protocols beyond a certain amount, only at certain times of the night and/or according to other criteria.
3-D Secure Protocols will only protect cardholders when all the merchant sites in the world have permanently enabled these protocols. Until they do, fraudsters will exploit stolen card numbers on sites that do not use 3-D Secure protocols.
right of withdrawal
In accordance with the legal provisions in force, you have a period of 14 days from receipt of your products to exercise your right of withdrawal with the company LES SCULPTEURS DU LAC without having to justify reasons or pay penalties. In case of exercise of the right of withdrawal within the aforementioned period, only the price of the product or products purchased and the shipping costs will be refunded; the return costs remaining at your expense. Returns are to be made in their original state and complete (packaging, accessories, notices...) allowing their re-marketing in the new state, and accompanied by a copy of the purchase invoice for an optimized management.
How do I return something to you ?
Simply protect the item to be returned and return it to the outbound package or a new carton
You can then either go to your nearest post office or make your return label on the post office site. we should receive your package within 3-4 business days.
If it is a damaged item, contact us by email at accueil@sculpteursdulac-shop.com and send us photos of damaged products.
To which address should I return my package to?
Les Sculpteurs du Lac
1050 route du dravachet
74110 MONTRIOND
FRANCE
Tel : + 33-4-50-75-99-66
Can I get a refund or an exchange ?
Returns are allowed within 14 days of receipt of your products (withdrawal period)
We kindly ask you to inform us by email before shipping your parcel.
Upon receipt of your parcel, we will inform you by email,
If you want an exchange, we will send you a gift code of the amount of the returned product that can be used in a new order on our website
If you want a refund, it will be made on the same payment method you used to pay your order
credit card refund
Transfer, please send us a RIB so that you can make the refund transfer