FAQ - FREQUENTLY ASKED QUESTIONS

1. THE LOXWOOD BRAND

Loxwood is a French leather goods brand created in 1996. To find out more, CLICK HERE

Where can I stay up to date with Loxwood’s news?

2. HOW CAN I CONTACT THE LOXWOOD CUSTOMER SERVICE TEAM?

3. THE LOXWOOD ONLINE STORE

Is the www.loxwood.fr website secure?

Yes. All information sent to the Loxwood website is sent in a secure setting using the standard security protocols in use on the internet. Bank card payments are made automatically via the payment server PayPlug, which is subject to SSL security encryption. (Secure Socket Layer). Your bank card details will be encrypted and automatically deleted following payment. Bank card details are not saved on our website.

What is your privacy policy?

An account must be created in order to purchase items from Loxwood.fr. Personal data is collected primarily for invoicing and delivery of your purchases. This information can be modified at any moment in “MY ACCOUNT”. We will delete your personal information upon simple request made to eboutique@loxwood.fr.

In accordance with the French law no. 78-17 of 6 January 1978 concerning data protection, the processing of personal data gathered on the website www.loxwood.fr is subject to a declaration made to the CNIL, registered under the number 1766305.

4. CREATING A CUSTOMER ACCOUNT

How do I create a customer account?

You can create an account from any page on the loxwood.fr website by clicking on “log in” in the top left-hand corner of your screen, or when placing an order. Simply fill in the account creation form, providing your contact details, email address and the password you would like to use the next time you log in.

How can I access my account if I lose my password?
Click on “log in” in the top left-hand corner of any page on the website. Then click on “forgotten your password?” and enter your email address. You will receive an email with instructions for creating a new password.

What do I do if my email address or contact details change?
Go to the “MY ACCOUNT” section and enter your updated details.

How do I enter multiple delivery addresses?
You can provide various different delivery and invoicing addresses for your orders. Simply enter this information whilst placing your order.

5. ORDERING ITEMS ON THE LOXWOOD WEBSITE

What payment methods are accepted on the Loxwood website?

You can pay online using your bank card (Carte Bleue, Visa, Mastercard, E-carte Bleue) via a secure payment system. You can also pay via PayPal.

How do I use a discount voucher?

If you have a discount code, simply enter this in the “discount voucher” field in your basket. Click on OK and proceed to the next step.

How do I know if my order has been successfully completed?

Your order has been successfully completed if you have received an email confirmation with a summary of your purchases.

How soon will my order be shipped?

Your order will be processed within 48 hours.

6. DELIVERY OF LOXWOOD ITEMS

What delivery options are available for my Loxwood order?

You can choose to have your order sent to your place of work or another address. You can choose the delivery address when placing your order.

Deliveries cannot be made to hotels, emergency accommodation, via general delivery, to PO boxes or non-fixed addresses or residences (mobile homes, caravans, camping cars or any other non-fixed address).

Loxwood delivers to mainland France and the following European countries: Germany, Austria, Belgium, Denmark, Spain, Finland, Ireland, Italy, Luxembourg, Norway, the Netherlands, Portugal, the United Kingdom and Sweden.

How much does delivery cost, and how long does it take?

For mainland France :

• Under €100: Colissimo Suivi: €10
• From €100: Colissimo Suivi: FREE OF CHARGE

Zone 1 : Germany, Belgium, Netherlands, Liechtenstein, Luxembourg

Delivery costs 20 €

Do you offer a gift-wrapping service?

Yes, if you would like to use this service, please mention this on your order.

My order hasn’t been arrived yet. What can I do?

For all questions concerning your order, please contact our customer service team. You can contact us by phone Monday to Friday, 9.30 am to 5.30 pm on +33 (0)1 39 76 25 03 or by email at eboutique@loxwood.fr

7. RETURNING OR EXCHANGING A LOXWOOD ITEM

What is your return's policy?

You have 14 working days from receipt of your order to return your items in their original condition and to request either an exchange, a credit note or a refund.

Returns from mainland France are free for orders over 100 €, after your return request, we will send you the delivery label by email which will be printed and stuck on your package.

How do I return an item?

You must return your item to the following address: 

SHIPEA - INTERLINES / CHEZ SYLVANIA

Pour le compte LOXWOOD - Lou Ventura

53 Route de Paris

60330 Le Plessis Belleville

FRANCE

Returned items must fulfil the following conditions:

• They must be returned in their original condition, new.
• They must still have their labels attached.
• A copy of the delivery note must be sent with the return.

How long will I have to wait for my refund?

After receipt of your return, we will check the condition of the items and provide you with a refund within 15 days. Refunds are made to the same bank card or PayPal account used to place the order.

The item I received is faulty

We do everything in our power to ensure the irreproachable production quality of our products. Nonetheless, flaws do sometimes occur. Please send photos of your purchase to sav@loxwood.fr, including your order reference number. Our after-sales service will contact you with instructions on how to proceed.