Terms and conditions

Last update:  November 2023

Please read our Terms and Conditions (“Ts&Cs”) before you use our website fursac.com (the “Site”) and/or make a purchase. By buying online, you are deemed to accept these Ts&Cs in full.

The Ts&Cs govern the relationship between you, a consumer and non-business customer, and us, Fursac SA, a public-limited company with a registered office at 112 rue de Richelieu 75 002 Paris, and Paris Trade Register number 378 486 096. Please note that these Ts&Cs may be amended. We reserve the right to edit them at any time in line with changes to the Site and/or regulations. The Ts&Cs in force when you place your order will apply to you.

If you would like any more information, or have a question not answered by these Ts&Cs or the FAQ section, please contact our Customer Service team:

• by email: serviceclient@fursac.com
• By recorded letter: FURSAC, Service Client – 112 rue de Richelieu 75 002 Paris, France

 

 

1. Your customer account
2. How to order on our Site
3. Our product prices
4. How to pay for your order
5. Order delivery
6. Returns, refunds and exchanges
7. Product guarantees
8. Your Personal Data
9. Liability and force majeure
10. Eco-organisations
11. Disputes

1. Your customer account

To order from our Site, you can create a customer account via “Create an account”, or order as a guest (without creating an account).

An account allows you to:

• Enter your personal details to facilitate future purchases ;
• Check, edit and update your personal details ;
• Log in before placing an order ;
• Track your current orders and view invoices for past orders.

If you order as a guest (without an account), you can track your order by email or via the “Track my order” page on our Site using your order number.

By ordering from our Site, you confirm that you are a private individual buying our products for personal purposes in quantities appropriate for the typical needs of a consumer household. Our Site may never be used by professional seller “customers”. We reserve the right to reject an order clearly placed by a professional “customer”.

You are responsible for keeping your customer account and password confidential, and for restricting access to your computer or other devices. You therefore acknowledge that you are responsible for all activity from your customer account. If you suspect that your customer account has been used by a third party, we recommend that you change your password and contact us to close the problem customer account, if necessary.

You also agree to create and use one account only. If you create and/or use multiple accounts, we reserve the right to close the fraudulent accounts and cancel your current orders.

2. How to order on our site?

You can order items direct from our Site.

The products and prices are valid while visible on the Site, and while stocks last. The duration of sales will be indicated on the Site and in our newsletters. Our products may become temporarily out of stock. If so, their Site page will make this clear. Please enter your email address so we can alert you when an item is back in stock using our “Unavailability Alert”.

Ordering is simple!

• Select your items in the size you want, and add them to the bag. You can check how many items are in your bag at any time and access details about each of them by clicking “Bag”. After adding your first item to your bag, you can continue shopping by clicking “Continue shopping”.
• Once your bag is complete, click “Order”.
• Log into your customer account, create a customer account if you don’t have one, or continue as a guest.
• Choose a delivery method and enter your delivery address.
• Choose your payment method (see “How to pay for your order” for more information about payment methods), read and accept the Ts&Cs and pay securely for your order. By paying for your order, you accept these Ts&Cs in full. If you have a promo code, you can only use it to purchase via the account it was issued to.
• Your order is placed! You will receive an email confirmation.

By placing an order, you confirm you are aged 18 and have legal capacity (or, if you are a minor, you have parental permission for the order).

Once we have prepared your order, you will receive an email telling you the items are on their way. You can then track the order using the tracking information in the email. If you have not received an email (either confirming or shipping the order), please contact us for more information.

We may be forced to cancel your order for a legitimate reason. For example:

• When the product you ordered went out of stock after you placed your order: we will soon contact you to let you know and proceed with a replacement or cancellation and refund for the unavailable item as you prefer.
• When your payment has a technical error.
• When there is a clear error in the product information (for example, a mistake in the key features or an obviously incorrect price).
• When we detect fraudulent or abusive use of your account or its orders.
• When we reasonably believe that you have breached these Ts&Cs.

3. Our product prices

Our product prices are given on the Site in euros including tax for orders delivered to France and the European Union. They include Value-Added Tax (VAT) at the rate in force in France and any reductions applicable due to sales underway on the day you order.

Orders delivered outside the European Union will not include tax. Customs duties or local taxes may therefore be required by the authorities. You are responsible for paying these fees.

The Customer acknowledges and accepts that product prices may vary between the Site and stores, and that this difference will not give rise to partial or total refund requests (other than your right to a cooling-off period as explained below).

Please note that purchases subject to VAT refunds must be made in store. No VAT refunds can be requested for purchases online.

4. How to pay for your order?

You can pay for your order online by card (Visa, Mastercard/Eurocard or American Express), PayPal, Apple Pay, Google Pay or Bancontact.

After your payment is confirmed by our payment provider, your bank account or your PayPal, or Apple Pay, or Google Pay or Bancontact account will be debited by your total order value.

All your transactions are secured and comply with the legal provisions in force: all your data is kept confidential and encrypted by our payment provider.

We never have access to your payment method personal data, including card details, and do not store it on our server.

The server and payment page have SSL (Secure Sockets Layer) encryption to protect all your payment data as effectively as possible.

We reserve the right to reject payment attempts without 3D Secure verification or not from a verified PayPal account.

To ensure transactions are secure and prevent distance-selling fraud, we may carry out random order-placing checks. In this situation, we will ask you to provide proof of address and/or identity to make sure you are who you say you are before an order is confirmed.

5. Order delivery

5.1 Where and how can delivery happen?

Your order can be delivered to the following countries: Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, French overseas departments and territories, Germany, Hong Kong, Hungary, Ireland, Italy, Japan, Luxembourg, mainland France, Monaco, Netherlands, Norway, Poland, Portugal, Qatar, Romania, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States.

You can use the following delivery methods for the countries specified:

• In the European Union, get free delivery to your home or chosen collection point. In France only, if you want to receive your item faster, choose express delivery. The amount payable will be shown when you place your order.
• Outside the European Union, you can choose between standard delivery and express delivery. The amount payable for these delivery methods will be shown when you place your order.

You can track your order from the moment you receive the shipping email with tracking information.

On delivery, we may require a signature, a secret code or a unique QR code (sent by email or SMS).

If nobody is available to receive your delivery, an attempted delivery card will be left explaining how you can get your order. If the delivery address is incorrect and the parcel is returned to us, there will be a fee for shipping it to a new address.

If you choose delivery by Chronopost or Colissimo, the courier may offer optional extra services before delivery in case you are out or unavailable when they deliver. These services require your prior consent:

• Deliver without a signature: you are no longer obliged to sign for your parcel; and/or
• Leave your parcel with a neighbour or the building concierge, by your door or in your letterbox; and/or
• Reschedule your delivery: you can choose a better date; and/or
• Delivery to a nearby collection point.

By choosing one of the options offered by our delivery partner, you acknowledge and accept that Fursac cannot be held liable for any loss or damage due to delivering your order in line with your instructions.

 

5.2. Your delivery address

Your order will be shipped to the delivery address you provided when placing your order. If the delivery address is incorrect or incomplete, Fursac cannot be held liable.

 

5.3 When will you receive your delivery?

When you place your order, you will be told when you will receive your delivery. Please note that delivery timeframes may be extended at busy times (for example, during Outlet and Archive operations or sales). Orders placed on the Site on a Friday after 2pm, on a Saturday, on a Sunday, or on a bank holiday will be processed the next working day.

If a delivery is late or has not arrived, please contact us:

• by email: serviceclient@fursac.com
• By recorded letter:  FURSAC, Service Client – 112 rue de Richelieu 75 002 Paris, France

 

5.4 Checks when you receive your order – Reporting problems – Returning your order after notifying us

Please note the importance of checking the general condition of your parcel when you receive it. You are responsible for the parcel and its contents when it is in your possession. If you notice a problem with your parcel (for example, it is damaged or open), please reject it and contact our Customer Service team to report the problem.

Any issues with delivery, such as missing or damaged items, should be reported to our Customer Service team as soon as possible after you receive the products – 48 hours after delivery at the latest.

• by email: serviceclient@fursac.com
• By phone: +33 (0)1 40 07 97 44, Monday to Friday, from 10am to 6pm

If you do not report any missing or damaged items within 48 hours of delivery, Fursac cannot be held liable and we cannot guarantee to refund you.

If you say an order has not been received, Fursac reserves the right to ask for a written and signed declaration of non-receipt (CERFA form if required). In some situations, an investigation will be opened with the courier and our logistics department.

6. Returns, refunds and exchanges

To facilitate returns, we give you a total of 30 days after receiving your order to return products under the terms of Articles 6.1 to 6.3.

Products you wish to return must be new (label still attached), unworn, unwashed, clean and in their original packaging. If the original packaging is unavailable, items must be returned in packaging guaranteeing equivalent protection.

6.1 How do you return your order by post?

There are two steps for returns by post:

• You have a cooling-off period of 15 days from the date your order is received. During this time, you can return your order by generating and using a pre-paid return label. If you have a customer account, go to “My account”, then “My orders”. Select the relevant order and click “Return label”. If you have ordered as a guest, you can generate a return label on our Site “Order tracking” page by entering your order number. By generating a return label, you are exercising your right to withdraw. Please note that you can also inform us that you are withdrawing by using our contact form (“Returns and refunds” tab) or the withdrawal form available here. You must still generate your return label within 15 days of receiving your order.
• Once you have generated a return label, you have 15 days to return your parcel by post. To do this:
• Tick the product(s) you wish to return on the delivery slip in your parcel.
• Place the delivery slip in your return parcel together with the product(s) to be returned.

• Download the pre-paid return label from your customer account, print it out, and attach it to your parcel. Returns by post are free of charge if you use our pre-paid label. We will not refund any return fees you pay the postal service.

• Take your return parcel to the post office within 15 days of downloading the return label.

If our warehouse notices a problem with your return, our Customer Service team will contact you to inform you that we are sending back your item(s) at your expense.

Returns are at your own charge for all orders delivered in the United Kingdom. The return fees (15£) will be automatically deducted from your refund.

6.2 When will you be refunded?

Once your return has been checked and accepted by us, you will receive an email confirming your refund.

For all orders delivered outside France mainland, you will be reimbursed for the amount corresponding to the returned product(s) less the return fees, which will be deducted from your refund (European Union: €10, UK: £15, Switzerland: CHF 15). You will be refunded within 14 days following the date of receipt of your return in our warehouses. 

If you decide to use a return shipping method other than the one we offer (pre-paid label for France), you must pay any associated fees.

Your refund will be issued to the account associated with the card used or to the PayPal account used to pay for the order. You will receive an email confirming your refund when it is approved by our systems. You can track your refund in your customer account, “My orders”, or in “Order tracking” if you ordered as a guest.

If you return a product that is not in new condition (the label must still be attached), and has been worn and/or dirtied and/or damaged and/or the label is missing, the product will be sent back to you at your expense and no refund will be issued.

6.3 Want to exchange an item in store? (excluding Outlet and Archives orders)

Products your order online can be exchanged in store. To do this:

• Visit your nearest store (excluding concessions in department stores).
• You have a maximum of 30 days from receiving your order to exchange items.
• Take the product(s) you want to exchange with you. They must be new (label still attached), unworn, clean and in their original packaging. If the original packaging is unavailable, items must be returned in packaging guaranteeing equivalent protection. Otherwise, the store may reject your return, meaning you have to keep the product(s).
• Also take your order confirmation email, proof of identity and return slip showing the product you want. Your exchange will be at the price you paid when ordering online, subject to stock availability in store. No refunds or credit notes can be issued in store.
• Products from the Outlet/Archives sale are not exchangeable in store

This service may be withdrawn during certain sales; you will be informed of this in advance. 

7. Product guarantees

Our products come with legal guarantees: the legal guarantee of conformity and the hidden defect guarantee. As the seller, we are liable for:

1. Conformity issues in products you buy as per Article L.217-4 et seq. of the French Consumer Code. The legal guarantee of conformity applies when your product has a conformity issue. For example, it does not work as it normally should, or it does not match the description given.
2. Hidden defects as per Article 1641 et seq. of the French Civil Code. The hidden defect guarantee covers you if your product has a hidden defect (a defect not visible when it is sold) which makes it unsuitable for its purpose or significantly limits its use.

Please note that the legal guarantee of conformity and the hidden defect guarantee will not apply if your products are used improperly or are not maintained in line with the instructions on the labels or provided by our alterers.

To use the legal guarantee of conformity, you:

• Have two (2) years to act after the product is delivered.
• Can choose whether to have the item repaired or replaced, subject to the cost terms in Article L.217-9 of the French Consumer Code.
• Do not have to provide proof of the conformity issue during the twenty-four (24) months after the item is delivered. For second-hand goods, the period is six (6) months.

 

The legal guarantee of conformity is independent of any agreed commercial guarantee.

 

You can decide to invoke the hidden defect guarantee within the meaning of Article 1641 the French Civil Code. In this event, you can choose to return the item for a full refund or keep the item for a partial refund as per Article 1644 of the French Civil Code.

8. Your personal data

We process your Personal Data with the greatest care and confidentiality.

 

For more information about how we manage your Personal Data and sending our commercial offers and newsletters, please see our Privacy Policy or Cookies Policy.

9. Liability and force majeure

We undertake to accurately describe the products we sell on our Site and ensure that information is updated as best possible.

 

We cannot be held liable for breaching our contractual obligations due to force majeure as defined by regulations. In particular, we will not be held liable for the non-fulfilment of or a delay in fulfilling your orders caused by events outside our control, such as:

• Strikes, closures or other industrial action.
• Civil unrest, riots, invasions, terrorist attacks or the threat of a terrorist attack, war (whether or not declared), or the threat or preparation of war.
• Fire, explosions, storms, floods, earthquakes, landslides, epidemics and pandemics or other natural disasters.
• It being impossible to use rail, boat, aeroplane or road transport, or other public or private transport.
• It being impossible to use public or private telecommunications networks.
• Acts, decrees, legislation, regulations or restrictions issued by governments (for example, forced store closure).
• Maritime, postal or other transport failure or accidents.

 

The Ts&Cs will be suspended while the force majeure event lasts and fulfilment and delivery times will be extended as such. However, we will do our utmost to end the force majeure event or find a solution that allows us to fulfil our contractual obligations despite the force majeure event.

10. eco-organization

We are on the eco-organisation register and up to date with our eco-contributions under the following unique identifiers:

• FR209587_01APPR delivered by ADEME and communicated by CITEO. The goal is to facilitate monitoring of and compliance with of Extended Producer Responsibility packaging obligations.
• FR209587_11QMZT delivered by ADEME and communicated by Re_fashion. The goal is to facilitate monitoring of and compliance with Extended Producer Responsibility textile, shoe and household linen obligations.

11. Disputes

Hopefully we will not have a dispute, but they can happen!

Our Ts&Cs are subject to French law and your order is subject to the Ts&Cs in force on the day you order.

If you are unhappy with us, please contact us so we can find an amicable solution together:

• by email: serviceclient@fursac.com
• By recorded letter: DE FURSAC, Service Client – 112 rue de Richelieu 75 002 Paris, France

If we cannot agree, you can contact the mediators at the Centre de Médiation de la Consommation de Conciliateurs de Justice:

14 rue saint jean 75 017 paris - www.cm2c.net

The European Commission also provides an online dispute resolution platform: 

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=en

If we cannot find an amicable solution, the matter will go before the French courts and be judged under French law.