FAQ

arseneca

QUESTION

 

All the main questions you have about your account, your order, delivery and return of orders.

I can't identify myself

Your login is your e-mail address. If you have lost your password, simply click on the "Forgot your password? "link on the login page and an email will be sent to you to reset your password.
You can also get help by contacting our customer service team on 0179750775

I can't see the history of all my orders

You can access your current orders and view the history of your orders over the last 6 months from your customer area.
To do this, click here and then log in.
Your ordered items appear in the " Your orders " section.
If you wish to go back further than 6 months, please contact our customer service department by e-mail or on 0179750775

I wish to modify/cancel the order I have just validated

Unfortunately you cannot cancel or change your order. You will just have to return it upon receipt.

How many items can I put in my cart?

Your basket can contain up to 16 lines

I don't live in France and I want to order

If you live abroad or in the French overseas departments and territories and you wish to become an Arsènéca customer, log on to www.arseneca.com

 

The advantage code I entered does not show me any advantage

To benefit from a benefit code, you simply need to enter it in your basket. If the code is not taken into account, make sure that:
- The code is intended for you by logging into your customer area under the heading "Your advantage codes"
- You comply with the conditions of the offer.
For any further information, please do not hesitate to contact our customer service department on 0179750775 or contact us by e-mail .

 

I don't live in France and I want to have my order delivered to another country

You are well connected to the site www.arseneca.com. You can therefore have your order delivered to another country.
We ship anywhere in the world.
(On the website www.arseneca.fr the billing and delivery address must be in Metropolitan France. If you live abroad or in the Dom Tom and you want to be delivered outside of France, connect to www.arseneca.com)

I have not received my package (home delivery)

You can follow the different stages of delivery of your parcel on :
- Your customer area under the heading " Your orders "
- On the website of our carrier www.laposte.fr/particulier/colissimo
- For all complaints, we strongly advise you to contact the customer service colissimo by Arsènéca at 3634

I did not receive my package (delivery in relay)

You can follow the various stages of delivery of your package on :
- Your customer area under the heading " Track your orders "
- On the carrier's website https://www.mondialrelay.fr
- With our customer service by whatsapp

I want to change the delivery of my order, how do I do it?

Changing the delivery method or address is unfortunately not possible when your order is being shipped or has already been shipped

I wish to return an item

Have you changed your mind or do you just want to think about it? You have 15 days to decide. And for any performance (not started), you can ask for a refund. To do this, pre-declare your return in your personal space and follow the procedure by clicking here. The processing time is about 15 days.
You can opt for a return:

-In Arsènéca Gallery
Visit our Arsènéca Gallery or one of our custom-made houses(see the list )
Bring your return slip or your invoice, without which the return cannot be taken into account.

-In a Mondial Relay point
You just have to pre-declare the return and print the pre-declaration by sliding the left part in your parcel and sticking the right part on the parcel. Drop it off at the Relay Point of your choice. Follow your parcel thanks to the number indicated on your label.

-By mail
Pack your item(s) in the original package. If you don't have the original packaging anymore, use another one and mention our address :
Arsènéca Groupe c h e z b e l e t t e - 11 avenue des Gobelins 75005 Paris Don't forget to insert your return form inside the package.

I would like a refund

If you opt for the refund, it will be made upon receipt of your package and verification of its contents:
- Directly in store
OR
- Upon receipt of your package and verification of its contents
- Within 48 hours for a credit to a bank account
- Within 8 to 10 days by check
For more information we give you visit our page " return

I wish to cancel or modify my "deferred" item

To cancel or modify an item whose delivery is delayed, contact our customer service by phone on 0179750775 or by email via our contact form which you can find here.