FAQ

There is no need to create an account to order online, but it will be easier for you easy to view your purchases, current orders and invoices if you create any a. By registering, you will have the opportunity to receive promotional codes, invitations to our private sales and other surprises…

Go to the “Account” section at the top of the page. Enter your address e-mail (please verify that your e-mail address is valid otherwise you will not be able to reconnect to your personal space) as well as all the requested objects then Click on “Create your account”. Choose a password and then click on “ Sign up ».

You can modify the data saved in your customer area at any time. To do this, log in to your account then click on “Account” and go to “My personal information”. You can then modify, delete or complete your information and save it.

Your username is easy to find: it is your email address. If you have forgotten your password, go to the “Account” page, “Already” category registered", enter your email and click on "forgotten password". We will We will email you a link to reset your password.

If you have a customer account, go to your space then click on “My information personal information”. Check the “Subscribe to newsletter” box or go to the bottom on the left page to enter your email address in the “Newsletter” field.

You can unsubscribe from the Fagola newsletter with a simple click on the link provided at the bottom of the page in the last newsletter you received. You can also access the “Account” section, click on “My personal information » and uncheck the “Subscribe to newsletter” box to unsubscribe.

Check out our products in the different categories (women, men, new products) or in using the search engine. Select the item you like, then select a color and click “Add to Cart”. Once in the cart, continue shopping or click “Checkout”.

1. Purchase your e-gift card in the same way as any other product (there is no need to configure it at this stage).

2. Go to your customer account in the “My gift cards” tab.

3. Click “Configure” on the relevant gift card.

4. You have two choices:

• You can send your gift card to your recipient's email address. To do this, please fill in the following fields:

“BENEFICIARY NAME”: the name of the person to whom you wish to offer the card. This field is required.

"YOUR NAME": so that your loved one knows that this gift card is from you. This field is required.

"ADD TEXT": You have the option to add a personalized message. This field is optional.

Then select "Send by email" and validate. You will always have the possibility to download the gift card if necessary.

• You can download the map in PDF format:

Fill in the mandatory fields “BENEFICIARY NAME” and “YOUR NAME”.

Then select “Download PDF” and confirm by clicking on “Download”.

By choosing this option, it will no longer be possible to send your e-gift card by e-mail.

It will be valid for one year and can only be used on the site FAGOLA . If you have chosen sending by email, you will still be able to download the gift card if needed.

If you have a promotional code, click on your cart and insert it into the "discount voucher" input field before validating your order. The promotion will be directly applied to the amount of your basket.

You can pay by Carte Bleue, Visa, Mastercard, PayPal, ApplePay, Bancontact, Alma and Just.

Payment in 3x is also available from 100€ of purchase.

To obtain an invoice, log on to our site then go to the section “Account” accessible from the home page, enter your identifiers and click on “ History and details of my orders”. Then select the order you want to want to get the invoice. You will then be able to access your invoice and save it if you wish.

To cancel an order on the fagola.com website, simply contact our Service customer very quickly by filling out the “Customer Service” form at the bottom of the page.

Payment is completely secure thanks to our online payment system partner: Payplug. Your banking data only circulates on the Internet under encrypted form, that is, they are encoded in such a way as to make them completely unreadable. When you type in your card numbers to make purchases, this data are transmitted to the bank and not to Fagola.

 

You have fourteen days after receipt of your order to contact us return your purchases if they do not suit you or if they are defective.

Items must be returned to us in their original packaging and condition.

FOR MAINLAND FRANCE, ANDORRA AND EUROPE 1 (BELGIUM, LUXEMBOURG, THE NETHERLANDS, GERMANY), return fees are free via Chrono2Shop.

To return a product, follow the steps below:

1. LOG IN TO YOUR ACCOUNT ON FAGOLA.COM

Log in to your customer account via this link

Enter your email address and follow the instructions to log in to your account client. You will receive a code by email to validate the connection.

Select the order and items to return

Choose the order for which you wish to request a return.

Select the items you wish to return. Select a return reason from the options provided.

 

 

 

2. WAIT FOR RETURN REQUEST CONFIRMATION AND RETURN LABEL BACK

- If your return is validated, you will receive the label Chrono2Shop return by email and you will find it in your customer account.
- YOU You can find the return voucher to print in your account, under “My returns” ".
- Print the return slip and insert it in the package. If you do not have printer, you can write the return number on the delivery note attached to the order and then insert the delivery note in the package.

3. REPACKAGE THE PRODUCTS AND RETURN YOUR PACKAGE

- Make sure the products are returned intact, new and labeled.
- THE Products can be returned in their original packaging.
- Be sure to include the correct back in the package.
- Print the return label sent during the return confirmation, stick it on your package and drop off your package at a Chrono2Shop partner. The return address is as follows: FAGOLA / E-shop FAGOLA - 122 avenue of the Plain of France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle cedex

FOR ALL OTHER DESTINATIONS (MONACO, EUROPE 2, 3 AND 4, OVERSEAS AND REST OF THE WORLD)

Return shipping costs are your responsibility. Please note that if the returned product is defective, return shipping costs will be covered by FAGOLA . To return a product, follow the steps below:

1. LOG IN TO YOUR ACCOUNT ON FAGOLA .COM

Connect to your customer account via This link

Enter your email address and follow the instructions to log in to your customer account. You will receive a code by email to validate the connection.

Select the order and items to return

Choose the order for which you wish to request a return.

Select the items you wish to return. Select a reason for return among the options provided.

 

 

Click on “Request a return”.

2. WAIT FOR RETURN REQUEST CONFIRMATION

- You go receive return request confirmation by email.
- You can find the return voucher to print in your account, “My returns” section.
- Print it return form and insert it into the package. If you don't have a printer, you can Write the return number on the delivery note attached to the order and insert it in the package.

3. REPACKAGE THE PRODUCTS AND RETURN YOUR PACKAGE

- Make sure the products are returned intact, new and labeled.
- THE Products can be returned in their original packaging.
- Be sure to include the correct back in the package.
- Pay the postage on the package, drop it off at the post office (in Colissimo, delivery against signature) and return it to the following address : FAGOLA / E-shop FAGOLA - 122 avenue de la Plain of France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle cedex

For returns of orders placed without creating an account, contact the service customer to inform us of your request. We will explain the procedure to you. We do not do standard exchanges. For another model or another color, it just reorder on the e-shop.

FOR FRANCE METROPOLITAN

For orders to be delivered in France Metropolitan, packages are prepared and shipped within 48 working hours. From Monday to Friday, all orders placed before 12pm are shipped the same day (subject to availability of the item, excluding public holidays and closing times exceptional).

You will be informed by email of the progress of the preparation of your order and its shipment.

Multiple delivery methods are proposed:

Delivery method	Pick-up point	Home delivery	Express
Carrier	Mondial Relay	Chronopost	DHL Express
Shipping fees	Free from €59! Otherwise €3.90	Free from €69! Otherwise €6.90	Free from €159! Otherwise €10.90
Return fees	Free via Chrono2Shop (mainland France and Andorra) Monaco: at the customer's expense	Free via Chrono2Shop (mainland France and Andorra) Monaco: at the customer's expense	Free via Chrono2Shop (mainland France and Andorra) Monaco: at the customer's expense
Delivery time (indicative)	2 to 5 business days	2 to 5 business days	1 to 2 business days
Remarks	The pick-up point is chosen when you confirm your order	Deliveries to mainland France, Corsica, Andorra and Monaco	Deliveries to mainland France, Corsica and Andorra (Monaco not served by express)

FOR EUROPE

For orders delivered in Europe, parcels are prepared and shipped within 48 business hours. You will be informed by email of the progress of your order preparation and shipment.

Please note: for non-European countries, additional customs taxes may apply and remain at your expense.

EUROPE ZONE 1

Three delivery methods are offered:

Delivery zone	Belgium, Luxembourg, Netherlands, Germany
Delivery method	Pick-up point	Standard	Express
Carrier	Mondial Relay	Colissimo (with signature)	DHL Express
Shipping fees	Free from €59! Otherwise €4.90	Free from €99! Otherwise €9.90	Free from €159! Otherwise €13.90
Return fees	Free via Chrono2Shop	Free via Chrono2Shop	Free via Chrono2Shop
Delivery time (indicative)	2 to 5 business days	4 to 8 business days	1 to 2 business days
Remarks	The pick-up point is chosen when you confirm your order	Customs duties may apply in addition to shipping fees.	Customs duties may apply in addition to shipping fees.

EUROPE ZONE 2

Three delivery methods are offered:

Delivery zone	Spain (excluding the Canary Islands, Balearic Islands, Ceuta and Melilla), Italy, Portugal
Delivery method	Pick-up point	Standard	Express
Carrier	Mondial Relay	Colissimo (with signature)	DHL Express
Shipping fees	Free from €69! Otherwise €5.90	Free from €129! Otherwise €12.90	Free from €179! Otherwise €16.90
Return fees	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Delivery time (indicative)	2 to 5 business days	4 to 8 business days	1 to 2 business days
Remarks	The pick-up point is chosen when you confirm your order	Customs duties may apply in addition to shipping fees.	Customs duties may apply in addition to shipping fees.

EUROPE ZONE 3

Two delivery methods are offered:

Delivery zone	Austria, Switzerland, Czech Republic, Denmark, Estonia, Faroe Islands, Liechtenstein, Ireland, Guernsey, Greenland, Hungary, Jersey, Latvia, Lithuania, Slovenia, Sweden, Slovakia, United Kingdom, Poland
Delivery method	Standard	Express
Carrier	Colissimo (with signature)	DHL Express
Shipping fees	Free from €149! Otherwise €18.90	Free from €189! Otherwise €22.90
Return fees	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Delivery time (indicative)	3 to 7 business days	1 to 2 business days
Remarks	Customs duties may apply in addition to shipping fees.	Customs duties may apply in addition to shipping fees.

EUROPE ZONE 4

Two delivery methods are offered:

Delivery zone	Bulgaria, Cyprus, Finland, Croatia, Canary Islands, Iceland, Malta, Norway, Romania, Turkey, Ceuta, Melilla, Balearic Islands
Delivery method	Standard	Express
Carrier	Colissimo (with signature)	DHL Express
Shipping fees	€24.90	€28.90
Return fees	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Delivery time (indicative)	3 to 7 business days	1 to 2 business days
Remarks	Customs duties may apply in addition to shipping fees.	Customs duties may apply in addition to shipping fees.

FOR THE OVERSEAS TERRITORIES (DOM-TOM) AND THE REST OF THE WORLD

For orders delivered to the overseas territories (DOM-TOM) and the rest of the world, parcels are prepared and shipped within 48 business hours. You will be informed by email of the progress of your order preparation and shipment.

Please note: for non-European countries, additional customs taxes may apply and remain at your expense.

Only one delivery method is offered:

FOR THE OVERSEAS TERRITORIES (DOM-TOM)

Delivery zone	OM1 : Guadeloupe, French Guiana, Réunion, Martinique, Mayotte, Saint Barthélemy, Saint-Martin, Saint Pierre and Miquelon	OM2 : New Caledonia, French Southern and Antarctic Lands, Wallis and Futuna
Delivery method	Standard	Standard
Carrier	Colissimo (without signature)	Colissimo (without signature)
Shipping fees	€49.90	€99.90
Return fees	At the customer's expense in the event of withdrawal
Delivery time (indicative)	2 to 9 business days	2 to 9 business days
Remarks	Customs duties may apply in addition to shipping fees.	Customs duties may apply in addition to shipping fees.

FOR THE REST OF THE WORLD

Delivery zone	RDM1 : Mexico, Chile, United States, Brazil, Canada	RDM2 : United Arab Emirates, Morocco, Israel, South Korea, New Zealand, Malaysia, Australia, China, Hong Kong, India, Japan, Singapore, Taiwan, Thailand, Vietnam
Delivery method	Standard	Standard
Carrier	Chronopost	Chronopost
Shipping fees	€79.90	€109.90
Return fees	At the customer's expense in the event of withdrawal
Delivery time (indicative)	4 to 5 business days	4 to 5 business days
Remarks	Customs duties may apply in addition to shipping fees.	Customs duties may apply in addition to shipping fees.

 

If you are absent, a notice of passage will be left to you to organize a new delivery by SMS or email, or to collect your package from the nearest post office. Your package will be available for 15 working days at the post office, then returned to sender after this deadline.

If you are absent, a notice of passage will be left for you to organize a new delivery by SMS or email, or to collect your parcel from the post office the nearest. Your package will be available for 15 working days at the post office, then returned to the sender after this period.

You have a 14-day withdrawal period upon receipt of the package to return the article by post, by informing your procedure in the “My account” section ".

FOR MAINLAND FRANCE, ANDORRA AND EUROPE 1: return fees are free via Chrono2Shop.

FOR ALL OTHER DESTINATIONS (including Monaco): return fees are at your expense.

Please note that if the returned product is defective, the return shipping costs will be taken supported by FAGOLA .

You will be fully reimbursed for the amounts paid (including delivery costs) in as soon as possible, at the latest within 14 days following the date on which you have exercised your right of withdrawal. However, we reserve the right to defer reimbursement until recovery of the item(s), provided that all documents allowing reimbursement have been provided.

The following conditions apply only to products purchased on the site www.fagola.com. Any other product FAGOLA purchased in store or in any other real or virtual point of sale cannot claim it.

a) If your product is defective before it has been used (manufacturing defect, or product received non-compliant), you can make a return request indicating that the product was defective or not compliant upon receipt. In this case, we will cover the return costs and will refund all amounts paid (including delivery costs).

b) If your product is broken or defective Following normal use , we distinguish 2 cases:

- Your product is still under warranty (1 year for leather, 6 months for synthetic from the date of purchase), you can request a return within the section "My Account > Order History" indicating whether you want a repair or refund. If your request is validated, you will receive an email and If necessary, you can download a return voucher. In this case, repairs possible are offered as well as the reshipping costs, but the shipping costs Return transport costs remain the responsibility of the customer.

- Your product is no longer under warranty, no exchange or credit will be granted. However, you can request repairs or replacement parts directly by email by clicking here or at 01 42 72 98 76. We will respond to you as soon as possible. In the case of a repair, we will be able to issue a quote corresponding to the costs of repair and transport.

FAGOLA is not responsible for the transportation when returning items.

We consider a product to have a manufacturing defect if it is defective and returned within 72 hours in its original packaging and with proof of purchase.

Our lead times vary from one week for small repairs (handle, clasp screws, etc.) to 1 month (zipper, handle) excluding postal delays.

Refer to the answers given to question 22 above; you will generally need make a return request in the “My Account” area.

All your account information FAGOLA are only used in the context of your business relationship with FAGOLA . This information does not are never shared with third parties or resold. In addition, your banking information (card number, expiration date, cryptogram) are never in our possession since banking transactions are processed directly and completely secured by our payment partners.

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