MY ACCOUNT
I have forgotten my password, what should I do?
To reset your password, click on “my account” then on “forgot your password”. Enter your e-mail address and a new password will be sent to your inbox. Thus, you will able to access your account and if you wish, change your password by clicking on “my personal information”.
How can I modify my personal information?
Log into “my account” by identifying yourself with your e-mail address and your password. You will be able to modify your account details by clicking on “my personal information”. Data such as your e-mail address, your password or your postal address can be changed.
How do I sign up/unsubscribe to the newsletter?
To sign up to the newsletter, click on “keep in touch, sign up to our newsletter” on the homepage. You can unsubscribe by clicking on “my subscriptions” or on the link “please, remove me from your mailing list”, located at the bottom of each newsletter.
How is the personal information of my account used?
All information of your MUSKHANE account is used within the framework of your transactions with MUSKHANE. The processing of this personal data was the object of a declaration with the French CNIL under number 1703996 of September 27, 2013. You have a right of access, modification, correction and suppression of the data according to article 34 of the French personal information and freedom law of January 6, 1978.
MY ORDER
How do I know if my order is confirmed?
Once your order has been confirmed and you have proceeded to the payment, a confirmation page appears with your order number. Furthermore, an email confirmation will be sent to the email address registered during your purchase. This is a summary that includes the details of your order: the item(s), the quantity, the price(s), the method of payment and the delivery address.
Where can I find the details of my order?
You can find the details of your order by identifying yourself on “my account” and by clicking on “my order status”.
I would like to modify or cancel my order in progress, how can I do this?
As long as your order has not been shipped, you can ask for a modification or a cancelation of your order by contacting our customer service team as soon as possible.
What should I do if a product is out of stock? Can I buy it?
If a product is out of stock, click on the link “Let me know when the product is available again ”. Then, enter your email address to be notified when the product is back in stock. This delay can vary up to between 6 and 8 weeks.
I wish to order in large quantity, what do I do?
We invite you to contact our customer service team by email at eshop@muskhane.com or by phone on +33 (0)4 56 71 29 19 , Monday to Friday, from 10 am to 5 pm.
Can I offer a gift by placing an order on the eshop ? Can I add a gift wrapping and leave a message?
If you wish to offer a gift, you should simply specify it when confirming your order in the space provided. You can also leave a personalized message. Be aware, MUSKHANE offers its customers a gift wrapping service for non-bulky objects such as small decorative items. Bulky or cumbersome objects cannot benefit from proper gift wrapping.
Can I pick up my order from the store?
You can pick up your order directly from our office located at 15, Faubourg des Balmettes, 74000 Annecy. The office is opened from Monday to Friday, from 10 am to 5 pm (except for bank holidays).
I still did not receive my order, is it normal?
Please first check your order has been validated and you have received an email confirmation. Then, an email will been sent to let you know that your order has been shipped. If, after 8 days you still did not receive anything and no notice has been left in your mailbox, we invite you to contact the customer service team.
MY PAYMENT
What are the methods of payment accepted?
MUSKHANE accepts the following methods of payment:
- By credit card: VISA and MASTERCARD
- By PAYPAL transfer
- By bank wire
Is payment secure?
The transactions made on www.muskhane.com are secured by the payment system of our partener, Laydernier Bank. All the information exchanged to process the payment is encrypted by SSL protocol. This data cannot be detected, neither intercepted nor used by a third party. They are not kept on our computer system.
The transactions made on www.muskhane.com are secured thanks to the HTTPS protocol of the payment system of our partner Payplug. Card numbers are instantly encrypted and are not stored by Payplug, which uses an infrastructure that complies with the international PCI-DSS standard. All the information exchanged during payment is fully encrypted and protected thanks to the TLS protocol, which prevents data interception by a third party and ensures its confidentiality. They are not kept on our computer system.
The secure server Paypal also allows you to order and pay safely.
I paid by credit card but I did not receive a confirmation email.
If the credit card payment has gone through and you have not received an email confirming your order within 5 minutes, contact our customer service team immediately.
What should I do when my payment has been refused?
Your payment may have been refused for different reasons: an error entering your card details, the order amount may have exceeded your payment limit, etc. First, check these details and try again. If the problem remains, we invite you to contact our customer service team to complete your order.
MY DELIVERY
Where my order can be shipped?
MUSKHANE is shipping worldwide.
Below, a non exhaustive list of countries where MUSKHANE delivers:
France and Overseas: Metropolitan France, Corsica, Guadeloupe, French Guyana, Martinique, Monaco, New-Caledonia, French Polynesia, Saint Barthélémy, and Saint Martin
Europe: Germany, Andorra, Austria, Belgium, Bulgaria, Cyprus, Denmark, Spain, Estonia, Finland, Greece, Guernsey, Hungaria, Canaries Islands, Ireland, Italy, Jersey, Lettonia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, Serbia, Slovaquia, Slovenia, Sweden, Switzerland.
Worldwide: Argentina, Australia, Bahrain, Brazil, Canada, China, South Korea, Israel, Japan, Lebanon, New-Zealand, Singapore, Taiwan, Turkey and USA.
Which methods of delivery are possible?
Pick up from the office:
You can pick your order up directly from our office located at 15, Faubourg des Balmettes, Monday to Friday, from 10 am to 5 pm, except for bank holidays.
To access our shop, click on “Diffusion” and then “Our office in Annecy”.
Delivery via Colissimo:
Deliveries are made within 48 hours, from Monday to Saturday morning, except for bank holidays. Your order is delivered without signature to the delivery address indicated on the order form.
Delivery via Speedpost (Chronopost):
Deliveries are made within 24 hours to 48 hours, from Monday to Friday, except bank holiday. Your order is delivered with signature to the delivery address indicated on the order form. You must take care to indicate the conditions of access of the delivery address (code, building, floor…) and a phone number where you are easily reachable.
How can I follow the delivery of my order?
You can track your parcel in your account as soon as it has been delivered to the post office or Chronopost. A tracking number will be sent to the email address registered when ordering on our online shop. In the case you do not have a tracking number, we invite you to contact our customer service team who will help you.
What happens if I am not in when the delivery arrives?
Delivery via Colissimo:
In absence of the recipient of the order, and when it is a delivery handled by Colissimo, your parcel will be delivered to the post office indicated on the notice left in your mailbox. Your parcel will be kept for a period of 15 calendar days from the day after the day of receiving the confirmed shipping email. At the expiration of this period, the parcel will be returned. In this case, contact our customer service team.
Delivery via Chronopost:
In absence of the recipient of the order, the delivery man leaves a notice of passage indicating his next availibity. You can call Chronopost customer service team to set a new delivery date that suits you best. After three unsuccessful attemps at the delivery address, your order will be returned to MUSKHANE.
My parcel is damaged, what can I do?
If you feel your parcel is slightly damaged while receiving it, you can accept it and express reservations on the ticket (wet/opened/damaged parcel, impact marks, broken noise, risk that the product inside the parcel is broken or damaged…). The reservations expressed on the ticket will be essential for any complaint in case of damaged product.
If the parcel is too damaged, you must refuse it and express a reservation on the ticket. We invite you to contact our customer service team as soon as possible.
The items delivered do not conformed to my order (missing item, damaged item, product error…), what should I do?
We invite you to contact our customer service from 10 am to 5 pm, Monday to Friday.
RETURN AND REIMBURSMENT
What shoud I do if an item has a fault?
MUSKHANE pays particular attention to the quality of its products. However, if you find any fault on an item, please inform us of this problem as soon as possible. Please follow the returns procedure and state the reason for returning. If we accept the fault, you will have the choice of re-ordering your item (subject to availability) or accepting a voucher.
Can I exchange an item?
You can exchange a product. Contact our customer service team. The shipping cost will be at your expense.
Can I return a product ordered on your website that does not suit me/my home?
MUSKHANE is committed to provide quality products and guarantees the satisfaction of its clients. However, you can return any article within 7 days in accordance with the law on online sales; you will get a refund, in vouchers, of the price of the items. Items that do not match your expectations have to be returned in their original packaging and undamaged.
MY PARCEL DELIVERED IN PICK-UP POINT HAS BEEN RETURNED BECAUSE I DIDN'T PICK IT UP WITHIN THE TIME LIMIT, WHAT SHOULD I DO?
If your parcel is returned to us because you did not collect it within the time limit, you will have to pay the shipping costs for a new shipment.
Please contact our customer service department to inform us of the return of your parcel: eshop@muskhane.com
How does my voucher work?
Your shopping voucher is valid for one year on all the items of our website. It can be combined with sales, promotions and other offers. You will receive a notification with the voucher’s code by email and it will be available on your account.
CONFIDENTIALITY POLICY
As a web retailer, MUSKHANE guarantees you the confidentiality of personal information you enter. The processing of this personal information was the object of a declaration with the CNIL under number 1703996 of September 27th, 2013.
With regards to the article “the French information and Freedom” of January 6, 1978, you have a right, at any time, of access, modification, correction and suppression of data which relate to them. Our website has been registered with CNIL (French national commission for information technology and civil liberties) under number 1703996.
CUSTOMER SERVICE TEAM
How do I contact Customer Service Team?
The MUSKHANE FAQ page tries to answer your questions as well as possible, and in as much detail as possible. Nevertheless, if you need further information, we are fully at your disposal. We invite you to contact our customer service team by email at eshop@muskhane.com or by phone on +33 4 56 71 29 19, Monday to Friday, from 10 am to 5 pm (except for bank holidays).
What should I do if I have technical problems?
If you are facing any technical problem or dysfunction on our website, we invite you to contact our customer service team by email at eshop@muskhane.com or by phone on +33 4 56 71 29 19, Monday to Friday, from 10 am to 5 pm (except for bank holidays). We will do our best to solve the problem as soon as possible.
How can I offer you my ideas or suggestions?
MUSKHANE is committed to offer you entire satisfaction and pay attention to your suggestions in order to guarantee the best quality of service. We invite you to send an email to eshop@muskhane.com.