FAQs
1. THE LOXWOOD BRAND
Loxwood is a French leather goods brand created in 1996. To find out more CLICK HERE
WHERE TO FIND LOXWOOD?
Loxwood is available online on its official e-shop www.loxwood.fr and in store 14 rue du Cherche Midi 75006 Paris.
You can also find a list of its resellers in the “INFORMATION” - “POINTS OF SALE” section.
2. HOW TO CONTACT LOXWOOD CUSTOMER SERVICE?
WHAT IS YOUR EMAIL ?
Here is our professional email: hello@loxwood.fr
WHAT IS YOUR NUMBER ?
By telephone (Monday-Friday 9:30 a.m.-5:30 p.m.): +33 1 39 76 25 03
3. THE LOXWOOD E-SHOP SITE
IS WWW.LOXWOOD.FR SECURE?
Yes. The transmission of information on the Loxwood site takes place in a secure context using the protocols in force on the Internet. Payments by credit card are made automatically via the PayPlug payment server, which is secured by SSL (Secure Socket Layer) encryption.
Bank details are encrypted and disappear automatically after payment. Payment card numbers are not stored on our site.
WHAT IS THE PRIVACY POLICY?
Opening an account is necessary to purchase an item on Loxwood.fr. In particular, we collect your personal data for billing and delivery of your purchases.
This information can be modified at any time in the “MY ACCOUNT” area. Upon simple request from you by writing to the address hello@loxwood.fr , we undertake to delete your personal data.
In accordance with Law No. 78-17 of January 6, 1978 relating to data processing, files and freedoms, the processing of personal information collected on the site www.loxwood.fr has been declared to the CNIL which was registered under number 1766305.
4. CREATING A CUSTOMER ACCOUNT
HOW TO CREATE A CUSTOMER ACCOUNT?
You can either create an account from any page of the loxwood.fr website by clicking on “Log in” at the top left of your screen, or when placing an order.
Simply complete the account creation form, indicating your contact details, email address and password which you will use to log in later.
HOW DO I ACCESS MY ACCOUNT IF I HAVE LOST MY PASSWORD?
Click on “Log in” at the top left on all pages of the site. Then click on “Forgot your password?” » and enter your email address. You will receive an email with instructions for generating a new password.
WHAT TO DO IF YOUR EMAIL ADDRESS OR PERSONAL CONTACT INFORMATION CHANGES?
Go to the “MY ACCOUNT” section and then indicate the changes to your personal data.
HOW TO SPECIFY DIFFERENT DELIVERY ADDRESSES?
You can indicate different addresses for delivery and billing of your orders. Simply indicate it when validating your purchases.
5. ORDERING AN ITEM ON LOXWOOD
WHAT PAYMENT MEANS ACCEPTED BY THE LOXWOOD SITE?
You can pay online by bank card (Carte bleue, Visa, Mastercard, E-carte bleue) via a secure payment system. You also have the option to pay via Paypal.
HOW TO USE A DISCOUNT VOUCHER?
If you benefit from a discount code, simply enter your discount code in the “Discount voucher” box in your shopping cart. Click OK and continue to the next step.
HOW DO I KNOW IF MY ORDER HAS BEEN PROCESSED?
Your order has been taken into account if you have received a confirmation email with a summary of your purchases.
IS MY ORDER SHIPPED QUICKLY?
Your order is processed within 24 hours.
6. DELIVERY OF A LOXWOOD ITEM
WHERE AND HOW CAN I GET MY LOXWOOD ORDER DELIVERED?
You can choose to have your order delivered to your home, office or another address. You can choose your delivery address during each order.
Excluded are deliveries for which the delivery address given on the Site will be that of a hotel or other accommodation, a post office, a post office box, a non-fixed address or domicile (mobile -home, caravan, campsite, or other non-fixed domiciliation)
Loxwood delivers its products to mainland France and the following European countries: Germany, Austria, Belgium, Denmark, Spain, Finland, Ireland, Italy, Luxembourg, Norway, Netherlands, Portugal, United Kingdom, Sweden.
WHAT ARE THE COSTS AND DELIVERY TIMES?
For mainland France
- Less than 100€ By Colissimo followed: 10€
- From 100€ By Colissimo with tracking: FREE
Zone 1: Germany, Belgium, Netherlands, Liechtenstein, Luxembourg
Shipping costs are €20
Zone 2: Austria, Spain (excluding specific territories), Ireland, Italy, Portugal (excluding specific territories), United Kingdom
Shipping costs are €25
Zone 3: Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Switzerland
Shipping costs are €25
Zone 4: Albania, Belarus, Bosnia and Herzegovina, Bulgaria, Cyprus, Croatia, Finland, Greece, Iceland, Macedonia, Malta, Moldova, Montenegro, Norway, Romania, Serbia, Turkey, Ukraine
Shipping costs are €30
Zone 5: Australia, Canada, China, South Korea, Hong Kong, India, Israel, Japan, Russia, Singapore, Taiwan, Thailand, Vietnam
Shipping costs are €55
Zone 5 (USA): United States
Shipping costs are €65
TARIFFS :
Any order placed on the site and delivered outside the CEE zone may be subject to possible taxes and customs duties which must be paid upon delivery. These customs duties are the responsibility of the customer who must obtain information from the competent authorities in his country.
DO YOU OFFER A WRAPPING SERVICE WITH GIFT PAPER?
Yes, if you wish to benefit from this service, you must mention it when ordering.
MY ORDER HAS NOT BEEN DELIVERED WHAT CAN I DO?
If you have any questions regarding your order, our Customer Service will be happy to help you. You can contact us by telephone Monday-Friday from 9:30 a.m. to 5:30 p.m. at 00.33.1.39.76.25.03 or by email hello@loxwood.fr
7. THE RETURN AND EXCHANGE OF A LOXWOOD ITEM
WHAT IS YOUR RETURN POLICY ?
You have 14 working days from receipt of your order to return your items to us in good condition and request an exchange or refund, depending on your choice.
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.
WHAT IS THE PROCEDURE TO FOLLOW ?
You must return your items to us at the following address:
AFCM DIFFUSION LOXWOOD
105 Chemin de Ronde
78290 CROISSY-SUR-SEINE
FRANCE
The returned item must meet the following conditions:
- Be presented in its original, new condition
- Being labeled
- A copy of the delivery note must be attached to your return
HOW LONG DO I HAVE TO WAIT TO BE REFUNDED?
After receiving your package, we check the condition of your item and we undertake to reimburse you within a maximum of 14 days. Refunds are made by credit to the bank card or Paypal account used to pay for the order.
WHAT TO DO IF THE ITEM RECEIVED IS DEFECTIVE?
We do our utmost to guarantee you impeccable manufacturing quality, however a defect may occur. Please send us photos of your item to sav@loxwood.fr , specifying your order number.
After-sales service will come back to you to explain the procedure to follow.