{"id":122556,"date":"2015-06-11T16:03:51","date_gmt":"2015-06-11T14:03:51","guid":{"rendered":"https:\/\/www.actuelle.fr\/f-a-q\/"},"modified":"2023-05-03T16:25:56","modified_gmt":"2023-05-03T14:25:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.actuelle.fr\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row row_height_percent=&#8221;0&#8243; override_padding=&#8221;yes&#8221; h_padding=&#8221;2&#8243; top_padding=&#8221;3&#8243; bottom_padding=&#8221;3&#8243; overlay_alpha=&#8221;100&#8243; gutter_size=&#8221;100&#8243; style=&#8221;inherited&#8221;][vc_column column_width_percent=&#8221;100&#8243; gutter_size=&#8221;3&#8243; overlay_alpha=&#8221;50&#8243; shift_x=&#8221;0&#8243; shift_y=&#8221;0&#8243; medium_width=&#8221;0&#8243; zoom_width=&#8221;0&#8243; zoom_height=&#8221;0&#8243; width=&#8221;1\/1&#8243;][vc_custom_heading heading_semantic=&#8221;h3&#8243; text_font=&#8221;font-762333&#8243; text_size=&#8221;h3&#8243; text_space=&#8221;fontspace-781688&#8243; uncode_shortcode_id=&#8221;328508&#8243;]<\/p>\n<h1>FAQ<\/h1>\n<p>[\/vc_custom_heading][vc_accordion][vc_accordion_tab gutter_size=&#8221;2&#8243; column_padding=&#8221;2&#8243; title=&#8221;My orders&#8221; tab_id=&#8221;d27e4394-a48d-9&#8243;][vc_column_text uncode_shortcode_id=&#8221;197615&#8243;]<\/p>\n<ul>\n<li>I did not receive an order confirmation e-mail<\/li>\n<\/ul>\n<p>Check your spam folder. If not, you can go to the site and click on the button &#8220;I did not receive an order confirmation e-mail&#8221;, we will send it back to you.<\/p>\n<p>If you still have nothing, you can :<\/p>\n<ul>\n<li>Send us an email to the following address: hello@actuelle.fr, we will answer you within 24 hours, working days.<\/li>\n<li>Send us a message on Facebook: Actuelle.Collection, or on Instagram: @actuelle.collection<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>I want to cancel my order<\/li>\n<\/ul>\n<p>To cancel your order, send an email to hello@actuelle.fr, we will reply within 24 hours (working days), or send us a message on :<\/p>\n<ul>\n<li>Facebook : Actuelle.Collection ;<\/li>\n<li>Instagram: @actual.collection<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>Size guide<\/li>\n<\/ul>\n<p>The size guide is indicated under each item.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>I want to change my order<\/li>\n<\/ul>\n<p>In order to modify your order, you can go to your cart and manage it as you wish: delete an item, add others&#8230;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Validation of my order<\/li>\n<\/ul>\n<p>When your order is validated, you will receive a confirmation e-mail.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>I received the wrong order<\/li>\n<\/ul>\n<p>If we have made a mistake in your order, we apologize and return the order by filling in the return form sent in your package so that we can proceed with your refund. You will have to recommend on our website <a href=\"http:\/\/www.actuelle.fr\">www.actuelle.fr<\/a>[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab gutter_size=&#8221;2&#8243; column_padding=&#8221;2&#8243; title=&#8221;Deliveries &amp; order tracking&#8221; tab_id=&#8221;4fb0950f-22aa-8&#8243;][vc_column_text]<\/p>\n<ul>\n<li>What are the possible delivery methods?<\/li>\n<\/ul>\n<p>The 3 modes of delivery in France are: delivery in relay point, delivery on the place of work and delivery at home.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>What is the delivery time?<\/li>\n<\/ul>\n<p>Depending on the article ordered, delivery times vary between 24 and 48 hours, working days.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>What are the delivery rates?<\/li>\n<\/ul>\n<p>Our delivery rates vary according to the mode and country of delivery.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Delivery in France<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<table>\n<tbody>\n<tr>\n<td width=\"201\"><\/td>\n<td width=\"201\">Basket &lt; 60 euros<\/td>\n<td width=\"201\">Basket &gt; 60 euros<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">Delivery in relay point<\/td>\n<td width=\"201\">3.90 \u20ac VAT INCLUDED<\/td>\n<td width=\"201\">FREE<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">Delivery to the workplace<\/td>\n<td width=\"201\">3.90 \u20ac VAT INCLUDED<\/td>\n<td width=\"201\">FREE<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">Home delivery<\/td>\n<td width=\"201\">5.90 \u20ac VAT INCLUDED<\/td>\n<td width=\"201\">5.90 \u20ac VAT INCLUDED<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Delivery to EU and International<\/strong><\/li>\n<\/ul>\n<p><strong>Rates before tax<\/strong><\/p>\n<table>\n<tbody>\n<tr>\n<td width=\"201\">Weight up to<\/td>\n<td width=\"201\">European Union excluding UK and Switzerland<\/td>\n<td width=\"201\">Rest of the world, UK and Switzerland<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">&lt;250 g<\/td>\n<td width=\"201\">6.60 \u20ac<\/td>\n<td width=\"201\">7.30 \u20ac<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">&lt;500 g<\/td>\n<td width=\"201\">7.60 \u20ac<\/td>\n<td width=\"201\">9.60 \u20ac<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">&lt;1000 g<\/td>\n<td width=\"201\">8.50 \u20ac<\/td>\n<td width=\"201\">14.50 \u20ac<\/td>\n<\/tr>\n<tr>\n<td width=\"201\">&lt;2000 g<\/td>\n<td width=\"201\">9.90 \u20ac<\/td>\n<td width=\"201\">18.50 \u20ac<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>How do I track my package?<\/li>\n<\/ul>\n<p>When your order is shipped, you will receive an email with your tracking number.<\/p>\n<p>You can also follow it in the &#8220;my account \/ my orders&#8221; section, after logging in. Click on &#8220;track my package&#8221;, you will be automatically redirected to the tracking of your package on the website of our carrier.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My package is lost<\/li>\n<\/ul>\n<p>If your package is lost, you can:<\/p>\n<ul>\n<li>Send us an email to the following address: hello@actuelle.fr, we will answer you within 24 hours, working days.<\/li>\n<li>Send us a message on Facebook: Actuelle.Collection, or on Instagram: @actuelle.collection<\/li>\n<\/ul>\n<p>We will find a solution to your problem!<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My package was returned to the sender<\/li>\n<\/ul>\n<p>If your package was returned to the sender, it cannot be reshipped. You will have to wait for the refund on your bank account and recommend the item on our website.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Can I have my order delivered to a country other than France?<\/li>\n<\/ul>\n<p>We deliver in the whole France, including DOM-TOM, and in the whole world (Europe and International).[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab gutter_size=&#8221;2&#8243; column_padding=&#8221;2&#8243; title=&#8221;Collections &amp; Articles&#8221; tab_id=&#8221;de0ccdd6-9d1d-7&#8243;][vc_column_text uncode_shortcode_id=&#8221;119153&#8243;]<\/p>\n<ul>\n<li>When are the new collections coming out?<\/li>\n<\/ul>\n<p>The capsules are released every 3 weeks. The new collections are released twice a year: autumn\/winter collection and spring\/summer collection.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My article is sold out, when will it be available again?<\/li>\n<\/ul>\n<p>If your item is sold out, we unfortunately cannot provide you with additional stock. You can still send us an email, we&#8217;ll see what we can do for you!<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Where are the clothes made?<\/li>\n<\/ul>\n<p>Our clothes are made in Italy entirely. We favour a short and European circuit.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>How are the clothes transported?<\/li>\n<\/ul>\n<p>The clothes are transported by road.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>How do I care for my item?<\/li>\n<\/ul>\n<p>All the information concerning the maintenance of your products is indicated on each product sheet of our website <a href=\"http:\/\/www.actuelle.fr\">www.actuelle.fr<\/a><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>What is the composition of my article?<\/li>\n<\/ul>\n<p>All the information concerning the composition of your article is indicated on the product sheet of our website <a href=\"http:\/\/www.actuelle.fr\">www.actuelle.fr<\/a>[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab gutter_size=&#8221;2&#8243; column_padding=&#8221;2&#8243; title=&#8221;Payment&#8221; tab_id=&#8221;1393c575-b91e-2&#8243;][vc_column_text uncode_shortcode_id=&#8221;745718&#8243;]<\/p>\n<ul>\n<li>How do I pay for my order?<\/li>\n<\/ul>\n<p>You have the possibility to pay your order by various means:<\/p>\n<p>&#8211; By credit card<\/p>\n<p>&#8211; Via PayPal<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Is the payment secure?<\/li>\n<\/ul>\n<p>Your banking information is never in our possession. Your payment is totally secure.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Debiting my bank account<\/li>\n<\/ul>\n<p>Your account will be debited upon receipt of the order validation email.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Can I pay in installments?<\/li>\n<\/ul>\n<p>Payment in installments is unfortunately not yet available on our website.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My payment was refused<\/li>\n<\/ul>\n<p>If your payment could not be completed, you can reorder with another payment method or solve the problem with your bank. If despite this, you are still unable to pay for your order, we invite you to send an email explaining your problem to our customer service: <a href=\"mailto:hello@actuelle.fr\">hello@actuelle.fr<\/a><\/p>\n<p>We will answer you within 24 hours, working days.<\/p>\n<p>You can also send us a message on Facebook: Actuelle.Collection, or on Instagram: @actuelle.collection<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>I would like to have an invoice<\/li>\n<\/ul>\n<p>Your invoice will be sent directly to you as an attachment to your order confirmation email. If you have not received it, please let us know by e-mail and we will send it back to you.[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab gutter_size=&#8221;2&#8243; column_padding=&#8221;2&#8243; title=&#8221;Return and refund&#8221; tab_id=&#8221;1605520852200-4-5&#8243;][vc_column_text uncode_shortcode_id=&#8221;157095&#8243;]<\/p>\n<ul>\n<li>How do I return my item?<\/li>\n<\/ul>\n<p>Upon receipt of your order, a return slip will be included in your package. Simply fill out the form and return your package to your nearest relay point.<br \/>\nIf you have purchased an undiscounted item, we invite you to send us an email to hello@actuelle.fr and we will send you the return slip in PDF, to print and paste on your package.<br \/>\nIf you have purchased a sale item, the return is at your expense.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>How will the reimbursement work?<\/li>\n<\/ul>\n<p>When we receive your refund request, you will be refunded directly to the bank account with which you made your purchase. You will receive it within 48 hours maximum, working days.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Is it possible to exchange my item?<\/li>\n<\/ul>\n<p>We do not offer exchanges. The solution is to return your order and recommend directly on our website www.actuelle.fr<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My return slip is missing from my package<\/li>\n<\/ul>\n<p>If the return coupon is not in your package, you can :<\/p>\n<ul>\n<li>Send us an email to the following address: hello@actuelle.fr, we will answer you within 24 hours, working days and will find a solution together;<\/li>\n<li>Send us a message on Facebook: Actuelle.Collection, or on Instagram: @actuelle.collection<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>How long does it take to get my money back?<\/li>\n<\/ul>\n<p>Allow 48 hours maximum, working days, to give our workshops time to process your request and refund you.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My article has a defect<\/li>\n<\/ul>\n<p>Our priority at Actuelle is customer satisfaction. If your part has a defect, you can send an email to our customer service: hello@actuelle.fr with a picture of the defect on your item. This will help us to offer you the best possible solution.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>How do I track my return package?<\/li>\n<\/ul>\n<p>You will receive, after your order, a confirmation email with a code to enter on the website of your supplier (DPD or Laposte). This will redirect you to all the necessary information regarding the return of your package.[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab gutter_size=&#8221;2&#8243; column_padding=&#8221;2&#8243; title=&#8221;My account&#8221; tab_id=&#8221;1605521044219-5-2&#8243;][vc_column_text]<\/p>\n<ul>\n<li>Create a Current account<\/li>\n<\/ul>\n<p>To create an account on our site, it is very simple:<\/p>\n<p>On the <a href=\"http:\/\/actuelle.fr\">actuelle.fr<\/a> website, in the &#8220;my account&#8221; section on the home page of your computer or cell phone. On &#8220;create my account&#8221;, enter your email address and a valid password, then validate.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Login to my account<\/li>\n<\/ul>\n<p>To connect to your Actuelle space, go to the &#8220;my account&#8221; section on the home page of your computer or cell phone. On &#8220;connect me&#8221;, enter your email address and your password, then validate.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Receive the newsletter Actuelle<\/li>\n<\/ul>\n<p>You can request to receive our newsletter directly on our website, at the bottom of the page. Enter your e-mail address in the space opposite &#8220;subscribe to the newsletter&#8221;, and click on &#8220;Validate&#8221;.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Unsubscribe from the Actuelle newsletter<\/li>\n<\/ul>\n<p>You don&#8217;t want to receive any more emails from us? You can unsubscribe at any time by clicking on the &#8220;unsubscribe&#8221; link located at the bottom of each email you receive.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Manage my delivery addresses<\/li>\n<\/ul>\n<p>If you wish to modify or add a delivery address, simply go to the &#8220;my profile&#8221; section and modify your addresses.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Change my personal data \/ password<\/li>\n<\/ul>\n<p>Go to the &#8220;my profile&#8221; section where you can modify your personal data as you wish.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Recover my password<\/li>\n<\/ul>\n<p>Forgot your password? Don&#8217;t panic, you can retrieve it by clicking on &#8220;forgotten password&#8221; when you try to connect. You will then receive an e-mail where you can choose a new password.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>My wishlist and alerts<\/li>\n<\/ul>\n<p>Your wish list is located at the top right of your home page, &#8220;heart&#8221; logo. Here you can view all your favorites and order them whenever you want.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Delete my account<\/li>\n<\/ul>\n<p>If you want to delete your account, just send an email to our customer service: hello@actuelle.fr. You will receive an email within 24 working days confirming that your account has been deleted while the changes are being processed.<\/p>\n<p>&nbsp;<\/p>\n<p>Do you have another question? Would you like to send us a little note? Send us a message at <a href=\"mailto:hello@actuelle.fr\">hello@actuelle.fr,<\/a> our team will answer you within 24H working days.<\/p>\n<p>You can also send us a message on Facebook: Actuelle.Collection, or on Instagram: @actuelle.collection<\/p>\n<p>&nbsp;<\/p>\n<p>Thank you and see you soon on www.actuelle.fr[\/vc_column_text][\/vc_accordion_tab][\/vc_accordion][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row row_height_percent=&#8221;0&#8243; override_padding=&#8221;yes&#8221; h_padding=&#8221;2&#8243; top_padding=&#8221;3&#8243; bottom_padding=&#8221;3&#8243; overlay_alpha=&#8221;100&#8243; gutter_size=&#8221;100&#8243; style=&#8221;inherited&#8221;][vc_column column_width_percent=&#8221;100&#8243; gutter_size=&#8221;3&#8243; overlay_alpha=&#8221;50&#8243; shift_x=&#8221;0&#8243; shift_y=&#8221;0&#8243; medium_width=&#8221;0&#8243; zoom_width=&#8221;0&#8243; zoom_height=&#8221;0&#8243; width=&#8221;1\/1&#8243;][vc_custom_heading heading_semantic=&#8221;h3&#8243; text_font=&#8221;font-762333&#8243; [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"Do you have a question about your order or any other topic? 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