FAQ

Orders and Payments

Q: When is my payment debited?

A: Your card is debited at the time of order validation.

Q: How can I cancel or modify my order?

A: If the order is placed during service hours (Monday to Saturday, 9:00 AM to 6:00 PM (CET), you can request cancellation within 2 hours. Outside of these hours, please email us before 10:00 AM the next business day, as long as the order has not been processed. Contact us at info@woodgarnet.com

Q: What payment methods do you accept?

A: Visa and MasterCard.

Q: Is my payment information secure?

A: Yes. Transactions are encrypted via SSL and processed by PCI-DSS compliant providers. We never store your full credit card data.

Shipping and Delivery

Q: What are the shipping fees?

A: Orders equal to or above €120 are shipped free of charge. For orders below €120, shipping fees amount to €15.

Q: How long does delivery take?

A: Preparation takes 1 to 3 business days. Transit takes 7 to 10 business days after dispatch. The estimated total time is 8 to 13 business days.

Q: Where do you ship?

A: We ship to mainland France.

Q: What happens if my package is lost?

A: If the package does not arrive within 7 business days of the estimated delivery date, we will open an investigation and propose an appropriate solution.

Q: The tracking says "delivered," but I haven't received the package. What should I do?

A: Contact us within 3 business days. We will launch an investigation with the carrier and propose a solution if the package cannot be located.

Q: Do you offer holiday delivery?

A: During busy periods, delivery times may be longer. We recommend ordering early for time-sensitive purchases.

Returns and Refunds

Q: How long do I have to return an item?

A: You have 14 calendar days from receipt to request a return, when the item is eligible.

Q: Can I return a used or damaged item?

A: No. Items must be unused, undamaged, and returned with their original components.

Q: Can I return a personalized item?

A: Personalized or custom-made products are generally not returnable, except in cases of defect, damage, or preparation error.

Q: Who pays for return shipping costs?

A: In case of defect, damage, or incorrect item, we cover the return costs once the problem is confirmed. For a change of mind, return costs are at your expense.

Q: How long does it take to receive my refund?

A: We process refunds within 1 to 3 business days after receiving and inspecting the return. Your bank may take a few additional days.

Q: Are sale items returnable?

A: Yes, when they meet the return conditions and applicable law provides for it.

Customer Service

Q: How quickly do you respond to emails?

A: We generally respond within 1 business day during our service hours (Monday to Saturday, 9:00 AM to 6:00 PM (CET). Requests received outside of these hours are processed on the next business day.