LAMPS LIKE SCULPTURES
FREQUENTLY ASKED QUESTIONS
PRODUCTS
Is the price with lampshade?
All our lamps are delivered with lampshade.
The size indicated, is it with lampshade?
The size of the lamps that we have entered, is the total height of the lamp + lampshade.
How are the products packaged?
All lamps are delivered in individual boxes, protected by a polystyrene mold.
For safety reasons, we wrap the box with bubble wrap, then in a triple-thickness cardboard box.
Refer to the page “DELIVERY OF YOUR ORDER”.
For the lampshades, they are surrounded by a plastic film which maintains their rigidity, then packed separately in a triple-thickness cardboard box, surrounded by bubble wrap.
CHOICE OF BULB
Which bulbs should I choose for my lamp?
You can put a bulb that is equivalent to a maximum of 60W in filament, that is to say that if you put an LED bulb or a halogen bulb, you can have for a 15W bulb, the equivalent of 150w in filaments.
We recommend low energy consumption bulbs.
Like LED bulbs and halogen bulbs. The advantage is that these types of bulbs consume up to 90% less energy than a traditional bulb lamp.
We advise you not to exceed 60W in the end unless you need strong lighting.
We prioritize the quality of light.
This is why it is desirable to play on the light intensity according to the specific location
Often lighting is more subtle when it is subdued, like accent or mood lighting.
NAVIGATION
What is the availability of the items published on the site?
The items offered for sale on our e-shop www.VillaAlys.com are not all available.
If you wish to order a large quantity of an item, we invite you to contact Customer Service by telephone or email.
How to navigate optimally on www.VillaAlys.com?
In order to make your experience on www.VillaAlys.com as pleasant as possible,
We recommend that you use the latest generation of your browser.
If you are visiting our site from an earlier version,
we do not guarantee that you will be able to enjoy all of its features.
Note that your browser must accept cookies and must be SSL compatible.
Are the colors of the objects on the site accurate?
Each item is photographed with a view to highlighting detail and quality.
So these are the real colors that we are broadcasting.
However, colors may vary slightly from computer to computer.
ORDER
How can I get assistance with placing my order?
We invite you to contact Customer Service by telephone at +33 (0) 6 45 26 09 26 or by e-mail sales@villaalys.fr or via the “Contact us” section.
How do I change the order I 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 just finalized my order but I still haven’t received the summary.
Your order confirmation may be sent a few minutes after you place your order.
Also, remember to check your Spam folder, where the email could end up depending on your email settings.
If you have not received an email, please contact Customer Service by telephone on +33 (0) 6 45 26 09 26 or by email sales@villaalys.fr or via the “Contact us” section.
GIFT
Can I use a gift card on VillaAlys.com?
Villa Alys gift cards and issued credits can be used on our website www.VillaAlys.com.
We invite you to refer to the information indicated on your gift card for the terms of use in store.
Can I include a personalized message with my gift order?
It is possible to include an accompanying card when ordering.
by choosing the “add an accompanying card” option at the delivery stage.
You can enter a message or request a blank card that you can personalize yourself.
Can I attach an invoice without a price to my gift order?
When ordering, simply check the box “attach an invoice without price” at the delivery stage.
An invoice without a price will then be automatically inserted into your package.
A duplicate of the original invoice with price will also be downloadable directly from your customer account.
The original invoice can be sent to you upon request from our Customer Service.
DELIVERY
What are the delivery costs?
Shipping costs in France are free from 1000€ of purchase, 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 “Special Transport & Insurance for Art Objects”.
What are the delivery times?
– In Metropolitan France: 24 hours – if in stock.
– For delivery to Corsica: 2 working days.
– For other neighboring countries (Germany, Belgium, UK, etc.): between 2 and 4 days.
– For the rest of the world, we must request the delivery times from the various transport organizations we use depending on the chosen destination.
How do I track the delivery of my order?
To track your order, click on the “your account” section, at the top right of the website www.VillaAlys.com.
Log in and access the tracking of your orders via the menu.
If you have any questions, our Customer Service can be reached by phone or by email via the “Contact us” section.
Where can I have my order delivered?
We cannot be held responsible for the inability to deliver 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 to PO boxes?
For reasons, including security, Villa Alys will not process any orders whose delivery is requested to a poste restante or PO box.
All packages delivered by Villa Alys are hand-delivered to the recipient and therefore no packages will be left in a mailbox.
Can you deliver my package to my mailbox?
For security reasons, all Villa Alys packages are hand-delivered to the recipient.
No packages will be left in a mailbox.
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, to do so, please enter the hotel name in the “company” field when entering your delivery address.
Remember to indicate the dates of your stay in the “additional information” field so that Customer Service can ensure our ability to deliver to you within the allotted time.
If this is not the case, we will contact you again to let you know.
COLLECTION FROM OUR WORKSHOP
Can I pick up my order in store?
You can collect the products ordered on the VillaAlys.com website in store.
This service is only available in certain stores in Paris and for certain products when choosing the delivery method when ordering.
Your order is available at our workshop (30 minutes from Place Charles de Gaulle).
Villa Alys 8 avenue des Pages 78110 Le Vésinet +33 (0)6 45 26 09 26
You will receive an email to confirm the arrival of your order in store. You will then have 21 days to collect it.
To collect your order, please call our customer service to let us know you are coming.
You must have the following items on hand:
– the email confirming the availability of your order (printed or on your phone screen)
– an identity document.
Can I designate another person to collect my order from our workshop?
When ordering, you can designate another person to collect your products from our workshop.
Please indicate their first and last name in the fields provided for this purpose and forward them the email informing you of the availability in store which will allow them, using their ID, to collect your items.
When will my order be available ?
You will receive an email to confirm that your order is available. You will then have 21 days to collect it.
PAYMENT
What payment methods are accepted on the website www.VillaAlys.com?
Payment for your purchases is made only by credit card or bank card: Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. You will need to indicate your credit card or bank card number as well as its expiration 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 site www.VillaAlys.com are secure. The presence of a padlock next to the address of the page starting with “https” indicates that you are in a secure environment.
Thanks to the 3DSecure system, the security of payments made with Visa® and Mastercard® cards is reinforced by the “Verified by Visa®” and “MasterCard® SecureCode” payment methods.
Furthermore, Villa Alys has implemented security measures to protect the personal information you provide against unauthorized access and use. Please note, however, that data transmission over the Internet is never 100% secure and that any information communicated online may potentially be collected and used by people other than those to whom it was intended.
Do you accept international payment cards?
We accept international credit cards, however when placing your order you must enter your international billing address which is linked to your credit card.
Can I order using a bank card that is not mine?
Yes, in this specific case please enter the billing address associated with this card.
When will my credit card be charged?
Cards are not charged until the order has been validated. However, a portion of the amount may appear as reserved as soon as the order is placed.
What does my credit card security code mean?
You will be asked for this code when you place your order. This is a unique code that secures online transactions for credit card payments, which appears:
– either on the back of your credit card in the signature field. It is made up of 3 digits (e.g. Visa or MasterCard),
– either on the front and above your card number. It is then made up of 4 digits (e.g.: American Express card).
RETURNS AND EXCHANGES
How to return or exchange an item purchased on the website www.VillaAlys.com?
You have the possibility to return, for a request for exchange or refund, any product ordered on the site www.VillaAlys.com within thirty (30) calendar days of the delivery date.
Returned products must be accompanied by their purchase invoice or a copy in the case of a partial return.
The return of a product, in case of exchange or request for refund is offered using our prepaid return label system.
Please contact our Customer Service who will send you the prepaid return label by email.
If the items were gifted to you, you can only exchange them for items of equal value.
Please contact our Customer Service who will send you the prepaid return label by email.
The following conditions apply for returns:
– the product must be returned in its original packaging
– in the event of a product being returned damaged on the way there, the customer must contact our Customer Service.
How to return merchandise?
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:
– to choose the items to return as well as the reason for your return
– choose your shipping method (home collection of the package, with an appointment booking service)
– download and print your prepaid return label.
If you are unable or unwilling to use the prepaid return label service, please contact our Customer Service 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 approved carrier of your choice who will provide proof of shipping and delivery. The cost of returning the goods will be your responsibility. 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 transport costs associated with these returns.
Can I return or exchange an item at the workshop?
You can return products purchased in our workshop within thirty (30) calendar days following the delivery date.
We also offer refunds for products purchased on the website www.VillaAlys.com.
Are certain products subject to special return conditions?
Return shipping costs will be refunded in the event that 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 mold).
We strive to process refunds as quickly as possible.
Your refund will be made 15 working days after receipt of your return at our warehouse or workshop.
