Frequently asked questions
The answers to the questions we get asked
17 answers on making, delivery, returns and payment. If yours isn't here, write to us: we undertake to reply within 24 working hours.
The objects
Where are your objects made?
Every piece is designed and made in our workshop in Caen, Normandy. Design, printing, assembly and dispatch all happen in the same place.
Which materials do you use?
Mainly PLA, a bioplastic derived from plant resources, chosen for its durability and its low impact. Parts that must stay watertight are printed in PETG. We also state the limits of these materials rather than keeping quiet about them.
How do I care for the objects?
A soft, slightly damp cloth is enough. Avoid prolonged exposure to heat and damp for pieces in PLA.
What do I do with a piece I no longer want?
We take it back free of charge, even damaged, to grind the material down and reuse it. A voucher of €10.00 is offered in exchange.
Order and payment
Which payment methods do you accept?
Bank cards (Visa, Mastercard, American Express), Apple Pay and Google Pay. Payments are handled by Stripe: we never see your card number, and it does not pass through our servers.
Can I change or cancel my order?
Orders go out very quickly. Write to us as soon as possible at contact@lesarcadiens.fr quoting your order reference: as long as the parcel has not been handed to the carrier, we can step in.
Will I receive an invoice?
A confirmation email summarising your order is sent as soon as payment is accepted. If you need an invoice in a company name, do write to us.
Delivery
Which countries do you deliver to?
We ship to Mondial Relay pickup points in France, Belgium, Luxembourg, Netherlands, Spain, Portugal, Italy, Germany and Poland.
Is delivery free?
Delivery is free, with no minimum spend, to France, Belgium, Luxembourg and Netherlands. To Spain, Portugal, Italy, Germany and Poland, a single flat rate of €7.90 applies whatever the number of pieces.
How long does it take?
Your pieces are in stock: the parcel leaves the same day for any order placed before 3 pm CET, Monday to Friday. Then allow for carrier transit, quicker within France than to neighbouring countries. These times are indicative: heavy demand or a carrier hiccup can lengthen them.
Can I have it delivered to my home?
No, we ship only to Mondial Relay pickup points. That is what lets us offer free delivery across most of our zone: home delivery would cost two to three times more on parcels of this size.
Returns and refunds
Can I return an item?
Yes. You have 30 days from delivery to change your mind, then 14 days to send the piece back to us, unused and in its original packaging.
Do I pay for the return?
From France, Belgium, Luxembourg and Netherlands, no: we provide you with a prepaid label. From the other countries served, the return is still possible within the same period but the postage is at your expense.
How soon am I refunded?
Within 14 days of receiving your return, or of proof of its dispatch if you send it to us beforehand. The refund is made to the payment method used at purchase.
My item arrived damaged, what should I do?
Write to us at contact@lesarcadiens.fr with a photo of the piece and of the packaging, quoting your order reference. We reship or refund without asking you to send anything back.
Trade
Do you sell to shops?
Yes. We work with concept stores and independent shops, directly or through Ankorstore.
Do you make bespoke pieces?
Our local, flexible making lets us adapt our objects to a place, a mood or a constraint of use, and imagine limited editions with another brand.
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