Warranty and rReturns

You will find below all the useful information concerning the steps to take for after-sales service requests and product returns.

WITHDRAWAL RIGHT, PRODUCT RETURN FOR DISTANCE SALES:

You have a period of 14 days to return your item for a refund.
Return shipping costs are at your expense. Upon receipt of the product, we will refund you for the item as well as the initial shipping costs paid with the order, unless you had multiple items and kept some of them.
The refund will be issued using the same payment method you chose, within 7 days after the package is processed. Please note, for bulky products (over 150 cm long, which is the case for most boards with their packaging), the return cost can be particularly high, reaching up to €250.

RETURN PROCEDURE

If you wish to return an item to us:

  • Contact us via the contact form, selecting "right of withdrawal" and indicate which product(s) you wish to return. Once you have received our confirmation, return the product to us, indicating the tracking number and the chosen carrier.
  • We will refund you for the item and the initial shipping costs paid at the time of your order once we receive the product back. This does not apply if you ordered multiple items and are only returning some of them. The refund will be issued using the same payment method you originally chose, within 48 to 72 hours.
  • Enclose the return form you received by email in your return package. If you haven't received anything (remember to check your spam folder!), write your name, contact information, and order number inside the package.

IMPORTANT :

  • Items must be returned clean, unworn, and unused, with all original tags and packaging.
  • If you are making a full return of your order, you must return all of the items.
  • The return must be sent by the carrier of your choice with a tracking number to the following address: Foil Envie, 8 rue Sylvestre, 69100 Villeurbanne – France
  • The right of return cannot be exercised for items that can be copied, such as DVDs, books, etc.
  • For any defective item, follow the "After-Sales Service Request" procedure. 

Any return that does not meet these requirements may be refused by our services.

AFTERSALES SERVICE REQUEST

Please send your request via the contact form located on all pages of the site.

IMPORTANT: Failure to follow the procedure below will extend the processing time for your request.

In the email, quickly describe the problem you're experiencing and **be sure to include the following items:

  • Several clear, low-resolution photos. JPEG format (between 300 and 500 KB max) including:
  • an overview so the product can be identified
  • the defective spot(s)
  • the serial number (must be a photo)
  • the size (must be a photo)
  • The photos must be attached only as attachments. No ZIP files or links, even within the body of the email.
  • a copy of the invoice that you can retrieve from your Foilenvie.fr account (My account / my orders).

Upon receipt, your request will be processed and an after-sales service number will be sent to you to facilitate correspondence.

A MISTAKE ON OUR PART?

Despite all our efforts, we're not immune to a blunder!
If, when you open your package, you notice a problem with the size or reference number, contact us via the contact form located on all pages of our site, selecting the appropriate reason.

We will do everything we can to find a solution as quickly as possible.