LAMPS AS SCULPTURES
FREQUENTLY ASKED QUESTIONS
Isthe price with shade?
All our lamps are delivered with shade.
Is the indicated size with shade?
The size of the lamps we have listed is the total height of the lamp + shade.
How are the products packaged?
All lamps are delivered in individual boxes, protected by a polystyrene mould.
For safety reasons, we wrap the box in bubble wrap, then in a triple thickness cardboard box.
See the page "DELIVERY OF YOUR ORDER".
For the lampshades, they are wrapped in a plastic film to maintain their rigidity, then packed separately in a triple thickness cardboard box, surrounded by bubble wrap.
CHOICE OF BULB
What is the availability of the items published on the site?
Not all items offered for sale on our e-shop www.VillaAlys.com are available.
If you wish to order a large quantity of an item, please contact Customer Service by telephone or e-mail.
How to navigate optimally on www.VillaAlys.com?
To make your experience on www.VillaAlys.com as pleasant as possible,
we advise you to use the latest generation of your browser.
If you are visiting our site from a previous version,
we do not guarantee that you will be able to enjoy all its features.
Please note that your browser must accept cookies and be SSL enabled.
Are the colours of the objects on the site accurate?
Each object is photographed with a view to highlighting detail and quality.
So it is the actual colours that we are broadcasting.
However, colours may vary slightly from one computer to another.
How can I get assistance in placing my order?
Please contact Customer Service by telephone on +33 (0) 6 45 26 09 26 or by e-mail email@example.com or via the "Contact Us" section.
How can I change the order I have just placed?
We invite you to contact our Customer Service as soon as possible
by telephone or by e-mail via the "Contact us" section.
I have just completed my order but I still haven't received the summary.
Your order confirmation may be sent a few minutes after you have placed your order.
Also remember to check your "Spam" box, where the email could slip in depending on your email settings.
If you have not received an e-mail, please contact Customer Services by telephone on +33 (0) 6 45 26 09 26 or by e-mail firstname.lastname@example.org or via the "Contact Us" section.
Can I use a gift card on VillaAlys.com?
Villa Alys gift cards and credit notes issued can be used on our website www.VillaAlys.com.
Please refer to the information on your gift card for details of how to use it in shop.
Can I add a personalised message to my gift order?
It is possible to include an accompanying card with your order
by choosing the option "add an accompanying card" in the delivery stage.
You can enter a message or request a blank card that you can personalise yourself.
Can I attach an invoice without a price to my gift order?
When ordering, simply tick the box "attach an invoice without price" at the delivery stage.
An invoice without a price will then be automatically inserted in your package.
A duplicate of the original invoice with prices will also be available for download directly from your customer account.
The original invoice can be sent to you on request to our Customer Service.
What are the delivery costs?
Delivery costs in France are free for purchases over 1000€, except for :
How is my order shipped?
Our orders are shipped by DPD (la Poste) for deliveries in France and by UPS and DHL for deliveries in all other European countries and the rest of the world.
All our shipments are specially contracted as "Transport & Special Art Insurance".
What are the delivery times?
- In Metropolitan France: 24 hours - if in stock.
- For delivery in Corsica: 2 working days.
- For other neighbouring countries (Germany, Belgium, UK...): between 2 and 4 days.
- For the rest of the world, we have to ask for the delivery times from the different transport organisations we use according to the chosen destination.
How can I track the delivery of my order?
To track your order, click on the "your account" section in the top right-hand corner of the www.VillaAlys.com website.
Log in and access your order tracking via the menu.
If you have any questions, our Customer Service can be reached by phone or e-mail via the "Contact Us" section.
Where can I have my order delivered?
We cannot be held responsible for the impossibility of delivering to a country where our transport and logistics partners do not have a delivery point.
Your order will then be made available for collection, at your convenience, either at our warehouse: DSV Logistique 33, Rue de Reckem 59960 Neuville en Ferrain France +33 (0)3 20 76 93 31, or at our workshop Villa Alys 8 avenue des Pages 78110 Le Vésinet +33 (0)6 99 35 99 98
Do you deliver by P.O. Box?
For security reasons, Villa Alys will not process any order for which delivery is requested by poste restante or P.O. Box.
All parcels delivered by Villa Alys are given in person to the addressee and therefore no parcel will be deposited in a letter box.
Can you deliver my parcel to my letterbox?
For security reasons, all Villa Alys parcels are delivered by hand to the addressee.
No parcels will be delivered to a letterbox.
Is a signature required for delivery of my order?
The recipient's signature is required upon receipt of your package.
Can you deliver to my hotel?
Yes, please enter the name of the hotel in the "Company" field when entering your delivery address.
Please remember to indicate the dates of your stay in the "additional information" field so that Customer Service can ensure that we can deliver your order within the given timeframe.
If this is not the case, we will contact you again to let you know.
PICK-UP IN OUR WORKSHOP
Can I collect my order in shop?
You can collect the products ordered on the VillaAlys.com website in shop.
This service is only available in certain shops in Paris and for certain products when you choose the delivery method when you order.
Your order is available at our workshop (30mn from the Place Charles de Gaulle).
Villa Alys 8 avenue des Pages 78110 Le Vésinet +33 (0)6 45 26 09 26
You will receive an e-mail to confirm the arrival of your order in shop. You will then have 21 days to collect it.
To pick up your order, please call our customer service to let us know you are coming.
You must have the following items on hand:
- the e-mail confirming the availability of your order (printed or on your phone screen)
- an identity document.
Can I appoint another person to collect my order from our workshop?
When you place your order, you can designate another person to collect your products from our workshop.
Please indicate his or her first and last name in the fields provided and send him or her the e-mail informing you of the availability of your items in the shop, which will allow him or her to collect your items with his or her identity card.
When will my order be available ?
You will receive an e-mail to confirm that your order is available. You will then have 21 days to collect it.
What payment methods are accepted on the www.VillaAlys.com website?
Payment for your purchases can only be made by credit card or bank card: Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. You must indicate your credit or bank card number as well as its expiry date and the cryptogram on the page provided for this purpose.
Payment by Paypal is allowed throughout Europe.
Is my payment secure?
All transactions made on the www.VillaAlys.com website are secure. The presence of a padlock next to the address of the page beginning with "https" indicates that you are in a secure environment.
Thanks to the 3DSecure system, the security of payments made with Visa® and Mastercard® is enhanced by the "Verified by Visa®" and "MasterCard® SecureCode" payment methods.
Furthermore, Villa Alys has put in place security measures to protect the personal information you provide against unauthorised access and use. However, please be aware that the transmission of data over the Internet is never 100% secure and that any information communicated online can potentially be collected and used by persons other than those to whom it was sent.
Do you accept international payment cards?
We accept international credit cards, however when you place your order you must enter your international billing address which is linked to your credit card.
Can I order with a credit card that is not mine?
Yes, in this case please enter the billing address associated with this card.
When will my credit card be charged?
Cards are not debited until the order has been confirmed. However, it is possible that part of the amount will be shown as reserved when the order is placed.
What does the security code on my credit card mean?
This code will be requested when you place your order. It is a unique code that secures online transactions for credit card payments, which is shown on the order form:
- or on the back of your credit card in the signature field. It consists of 3 digits (e.g. Visa or MasterCard),
- or on the front and above your card number. It is then composed of 4 digits (e.g. American Express card).
RETURN AND EXCHANGE
How do I return or exchange an item purchased on www.VillaAlys.com?
You may return any product ordered on the www.VillaAlys.com website within thirty (30) calendar days of the date of delivery for an exchange or refund.
Returned products must be accompanied by their purchase invoice or a copy in the case of partial returns.
The return of a product for exchange or refund is offered using our pre-paid return label system.
Please contact our Customer Service who will email you the pre-paid return label.
If the items were offered to you, you can only exchange them for items of the same value.
Please contact our Customer Service who will email you the pre-paid return label.
The following conditions apply for returns:
- the product must be returned in its original packaging
- In case of a damaged return, the customer must contact our Customer Service.
How do I return the goods?
Log in to your account and click on "request an exchange or refund" in the "your orders" section. Follow the instructions which will allow you to :
- choose the items to be returned and the reason for your return
- choose your shipping method (home pick-up, with an appointment service)
- download and print your pre-paid return label.
If you cannot or do not wish to use the pre-paid return label service, please contact our Customer Service Department who will register your return.
In this case, it is your responsibility to prove that the goods have been returned and to return them by an authorised carrier of your choice who will provide proof of shipment and delivery. The cost of returning the goods will be at your expense. Villa Alys is not responsible for returned items that have been lost, misdirected or delivered late by a carrier of your choice. It is your responsibility to assume all risks for these returns, as well as the expenses, insurance and transportation costs associated with these returns.
Can I return or exchange an item at the workshop?
You can return purchased products to our workshop within thirty (30) calendar days of the delivery date.
We also offer refunds for products purchased on www.VillaAlys.com.
Are there any special return conditions for certain products?
The return postage will be refunded if the prepaid return label system is not available for the type of item you wish to return.
Return conditions :
- The products must be returned in their original packaging (with the packaging intact and the object surrounded by its original Polystyrene mould).
We aim to process refunds as quickly as possible.
Your refund will be made within 15 working days of receipt of your return at our warehouse or workshop.