My account

  • Why create an account ?

    Your Haute Facture account is what links you to www.hautefacture.com.

    It is a secure area that includes your personal details, your addresses, orders and list of favorites. It is based on this information that all our contacts and communications with you take place. Remember to update them whenever necessary.

    Ordering anything on the Haute Facture website requires the creation of an account.

    From your "My Account" area, you can access online pages to:

    - modify your personal information,

    - manage your billing and delivery addresses,

    - follow your orders.

    All data and information in your account is confidential and secure.

    To create your Haute Facture account, simply click on the following link: Create your Haute Facture account 

  • I have forgotten my password – what do I do?

    To retrieve your password, we invite you to click on "My account", then click on “Forgot my password”. Fill in your email address and click “Retrieve”.

  • How can I change my account information?

    You have the option to modify your information at any time by logging into your Haute Facture account and going to the “My Personal Information” section.

  • Is my personal information kept confidential ?

    Haute Facture is committed to protecting all the personal data of its customers.

    This data is collected only for delivering products to you and for making tailored offers to you.

    In compliance with French Data Protection Law of 6 January, 1978, you have the right, at any time, to access, modify, rectify or delete any individual data about you.

    To do so, you should send an email to our Customer Service.

    Our website www.hautefacture.com is registered under the registration number 2110853v0 with the CNIL (French Commission for Information Technologies and Civil Liberties) which can be found at www.cnil.fr

Product Information

  • Is it possible to order a piece of furniture with finishes or dimensions different from those offered ?

    You can make such a request by clicking on « Contact us for more information or for a custom order » on the product page.

    At your request, some pieces may be configured to your measurements or with finishes different from those offered.

    This option depends both on the technical feasibility of the request and whether the designer agrees to develop his or her work with different finishes or dimensions.

  • If an item appears as "sold", can I order an identical one?

    This may be possible in some cases, except for unique works. Please don’t hesitate to contact our Customer Service.

My order

  • How can I check that my order has been received ?

    As soon as you confirm your order, you will receive an email acknowledging receipt of it.

    If you did not receive an email acknowledging receipt of your order, it is likely that an error in your email address has prevented delivery of our message to you.

    To make sure your order has been received, simply log in to "My Account" area and go to "My Orders" to check its status.

    If your order has not been received, we invite you to renew it or contact the Haute Facture Customer Service.

  • How can I check the status of my order?

    You can follow the various stages of your order from your Haute Facture account.

    Sign in to your account using your account email address and password.

    Your current order will appear in the "My Account" section under "My Orders".

    Click on the order number and all the information about it will appear.

  • I want to change/cancel my order, what should I do?

    In this case, you should contact our Customer Service as soon as possible. Whenever possible, we will do our best to accommodate your request.

Payment

  • Is payment by credit card secure?

    Payment by credit card is completely secure. The details of your credit card never appear unencrypted on the network - they are protected using SSL (Secure Socket Layer).

    Hautefacture.com does not have access to your bank details, and does not keep them on its servers. This is why we ask you to provide them for each new transaction on our site.

    To prevent any risk of fraud, Haute Facture uses the Mercanet anti card fraud service that guarantees its customers a totally secure payment.

  • When will my payment be debited?

    If you have chosen to use your own carrier, you will be charged immediately.

    If you have asked Haute Facture to select a carrier and send you a quotation, you will be charged once this quotation has been accepted (see question below about Delivery ).

Delivery

  • What are the shipping options ?

    Haute Facture offers its customers two shipping options:

    - shipment based on a quotation provided by carriers selected by Haute Facture,

    - shipment by the customer's own carrier.

  • What happens if I choose shipment by carriers selected by Haute Facture?

    Once you have approved payment of your order using the shipment on quotation option, the Haute Facture team will contact its carriers to obtain this quotation. It will be added to your cart within two days

    Payment for your order will not be debited at this stage.

  • How do I accept my shipping quotation?

    As soon as the shipping quotation is available, you will be notified by email that your cart has been updated with a new "quotation" order awaiting your approval.

    To see the shipping quotation, log in via the email you have received or from your customer account.

    If the quotation suits you, you can proceed with the payment.

    The total amount of the product order and the shipping quotation will be debited from your bank account.

  • What happens if I do not accept the quotation sent?

    If the quotation does not suit you, you can refuse it by deleting it from your cart. You then have two options:

    -organize shipment with your own carrier. If you choose this option, your order will be updated according to the new shipping option. You will receive an order update by email and payment for the order of your product will be processed.

    -cancel your order. Your bank account will not be charged. An email confirming the cancellation of your order will be sent to you.