FAQs

 

Have you ordered or are you planning to order from the Fermob e-shop? 

Here are our answers to your main questions:

 

CUSTOMER ACCOUNT AND PRIVACY

 

I want to update my personal information... How can I do that?

 

You can update your personal data at any time via your customer area under the "My information" section.
However, the information you provided when placing your order cannot be modified through the customer account. You must log in to your customer area under the "My orders" section and send us your request using the form by clicking on the "Help & Customer Service" link corresponding to your order.

 

I want to have my order delivered to a different address. Is that possible?

 

When placing an order, you can choose to have it delivered:

> To your home, either to your billing address or to a different delivery address that you provide when placing your order

> To a Fermob partner store or pick-up point (free delivery)

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What do you do with my personal information?

 

Your personal data is only collected in order to process and deliver your orders. If you decide to subscribe to our newsletter, we will use your email address for that purpose. But otherwise, that's it! We do not share your data with any partners except carriers (otherwise, it would be challenging to deliver to you! :) ).
If you accept the Google Analytics cookie, you contribute to site traffic measurement and statistics, but none of your personal data is used for that.
For more information about our privacy policy, click here.

 

How can I delete my account?

 

To delete your account and all traces of your personal data, simply send your request by email to: privacy@fermob.com.

 

MY ORDER

 

Product

 

I live by the sea, what type of furniture do you recommend?

If you live by the sea or ocean, we recommend opting for aluminum furniture rather than steel.

 

The product I want to order is not available individually. Can I still order it?

Most of our chairs and bridges are sold in sets of 2 (same reference and color), and some accessories are also not available individually. It is not possible to change their packaging.

 

Are Fermob products already equipped with pads, or do I need to purchase them separately?

When you buy a Fermob product, it already comes with pads.

 

Payment

 

What payment methods are available?

On the website, you can pay by credit card (American Express, CB, Mastercard, or Visa).
Payment is made on a secure BNP Paribas platform. Your banking data is encrypted and transmitted directly to the bank.

 

When will I be charged?

This mainly depends on your bank and the type of credit card, but payment is made at the time of ordering and not upon delivery of your products.

 

Can I pay in installments?

Yes, it is possible to pay in 4 installments via a secure platform from Cetelem. This option is only available for orders between €90 and €3,000, including shipping costs.
Your banking data is encrypted and transmitted directly to the bank.

 

I can't place an order. Why?

 

If you can't place an order, it is probably due to one of these 3 reasons:

> The delivery address provided is not in mainland France
> You have exceeded your bank limit
> There is an error in the entry of your banking information...

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If you are sure that none of these reasons apply, you can contact customer service by clicking here. Please provide them with the browser and device you used to try to place the order. This information will be very helpful for us to find a solution.

 

AFTER MY ORDER

 

How can I change one or more items in my order?

 

It is not possible to partially modify an order. Therefore, you can request its cancellation and refund by contacting customer service, and then place a new order on the online store with the items you prefer.

 

How can I retrieve my order invoice?

 

Your invoice is sent to you in PDF format by email when your order is shipped. It is also downloadable in your customer area under the "My orders" section.

 

How can I cancel my order (not yet delivered)?

 

If you placed your order recently and it has not yet been shipped, you can request its cancellation and refund. To do so, please contact our customer service by clicking here.

 

How can I return my order (delivered)?

 

You have up to 14 days from the delivery date to cancel your order and return the items. To do so, please contact our customer service by clicking here.

I canceled my order, when will I be refunded?

You will be refunded within 14 days to the bank account used for payment from the date of your request. If you paid with a deferred debit card, the credit will also be deferred.

 

DELIVERY AND RECEPTION

 

What precautions should I take when my order is delivered?

 

Before signing the delivery slip, check the condition of the boxes carefully!
If you notice any damage, be sure to check the condition of the product inside.
If the product shows signs of damage, dents, or scratches, refuse the delivery and note on the delivery slip: "X damaged box(es) + Name(s) of damaged product(s)".

Take the utmost care when unpacking the furniture to avoid damage. Cutter marks, staple scratches, or scratches on tabletops placed directly on the ground are not covered by the Fermob warranty.

 

When will my order be delivered?

 

The delivery time is 1 to 3 weeks for lighting and accessories, and 4 to 5 weeks for standard products. For more information, feel free to check our T&Cs.

 

Can I choose my delivery day?

 

When your order is shipped, the carrier will contact you within 48 hours to set a delivery date that suits you.

 

I had an issue with the carrier (appointment scheduling, damaged package, missed delivery...). What should I do?

 

We invite you to contact our customer service by clicking here to access the form. We will process your request as soon as possible.

 

I did not receive an assembly manual. Where can I find it?

 

You can find the assembly manual for your product on the product page of our website.

 

AFTER-SALES SERVICE

 

I placed an order on the Fermob e-shop, how can I contact customer service?

 

You can contact them by clicking here.

 

How do I know if my product is still under warranty?

 

The duration of the warranty depends on the product. Find all the information on the "Warranty Charter" page.

 

I have a scratch on my product, what should I do?

 

The paint protects your furniture from corrosion. In case of scratches or dents that have damaged the paint, act quickly using the Fermob after-sales tools at your disposal (touch-up pen and spray can in the exact color of your furniture...). If rust has appeared following this damage, we recommend applying a rust stopper product as soon as possible and repainting with your touch-up pen or spray paint. If rust appears on stainless steel parts, apply a polish (liquid or paste) at the first signs. The faster you act, the less the rust will spread.

 

Where can I get paint touch-up kits and other maintenance products?

 

Fermob provides after-sales tools such as pens and sprays to touch up your furniture in its exact color.

 

Where can I find spare parts (pads, stoppers, etc.)?

 

To find the spare part you need, go to the section dedicated to spare parts on the site.

 

I want to return a product, do I have to pay for the shipping costs?

 

For an after-sales request approved by Fermob, return shipping costs are covered by Fermob.
On the other hand, if you have changed your mind and want to return a product, the shipping costs are at your expense.

 

I returned a product, how long will it take to be refunded?

 

You will be refunded within 14 days from the date on which the right of withdrawal was exercised.

 

For more maintenance tips for your products click here.

 

For any request concerning an order not placed on fermob.com, please contact your retailer directly.