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Frequently Asked Questions (FAQ)
Got questions? We’ve got answers!
On this page you’ll find all the information you need to make your order at Une Vie de Fête as simple and enjoyable as possible 😊
Happy reading and have a wonderful party!
Orders
How do I use a discount code on your site?
It’s very simple: enter your code in the field at the bottom of your basket before completing your purchase.
Which payment methods do you accept?
We accept several payment methods to make buying easier:
- Bank card (through Stripe)
- PayPal, including PayPal’s pay-in-4 option, where PayPal offers it in your country
- Pay in 3 interest-free instalments by bank card, through Klarna, where Klarna offers it in your country
Is my payment secure when I buy on your site?
Absolutely.
We use the HTTPS protocol 🔒 to protect your personal and payment data.
We also work with payment providers known for their reliability and security, such as Stripe, PayPal and, where available, Klarna.
Can I change or cancel my order?
If your order has not been shipped yet, contact our customer service team quickly to change or cancel it.
If your order is already on its way, it can no longer be cancelled or changed.
However, you can still cancel your purchase once you have received the parcel (except for a personalised product, see below).
How do I get an invoice for my order?
When your order is shipped, you’ll receive an email confirming dispatch.
You’ll also find the corresponding invoice attached.
If you lose your invoice, don’t worry!
Just contact our customer service team and we’ll send you a copy as quickly as possible.
What should I do if I want to return an item?
You have 14 days from receiving your order to cancel your purchase, whatever the reason.
Simply fill in the form on our “Returns and Refunds” page to start the process.
We refund you using the same payment method you used for the purchase, within 14 days of receiving your cancellation at the latest; we may wait until we have received and checked the product, or proof that it has been sent, before refunding you.
Please note: personalised products cannot be returned simply because you have changed your mind (see the question “Can I return a personalised product?”).
Personalised Products
How do I personalise an item?
On the page of a product that can be personalised, fill in the fields provided (first name, text, date…) before adding the item to your basket. The product is then made to order, using the information you entered.
How long does it take to make a personalised product?
The production time is shown on the page of each personalised product. It is added to the delivery time. Remember to add the two together before ordering, especially if you have a date to meet.
How can I avoid a mistake on my personalised product?
Carefully check the spelling of first names, the dates, any accents and the colours you have chosen before confirming your order. The product is made exactly as you entered it: a typing error cannot be considered a defect.
Not sure? Write to us before ordering. And if a request looks problematic to us, we will contact you before production.
Can I return a personalised product?
No, not simply because you have changed your mind. Under Article 16(c) of Directive 2011/83/EU (Article L221-28, 3° of the French Consumer Code), the right to cancel does not apply to products made to your specifications or clearly personalised.
However, if your item arrives damaged, faulty or different from the details you approved, it will be replaced or refunded: contact us, preferably within 10 days of receiving it, with photos. All the details are in Article 9 bis of our terms and conditions of sale.
Can I have a logo or a character reproduced?
No. We refuse requests that reproduce a protected trademark, logo, character or work, or the image of a person without their consent. In that case, the order is cancelled and refunded in full.
Your Event
When should I order to receive everything in time?
As early as possible! Each product page shows an estimated delivery time and, for a personalised product, a production time. Add them together, then allow a safety margin before the date of your party: times can vary, especially for products shipped from Asia.
For a wedding or a big event, we recommend ordering your decorations several weeks in advance.
Are the balloons delivered inflated?
No, the balloons are delivered deflated. You inflate them yourself, with air (using a balloon pump, for example) or with helium.
We do not sell helium: if you’d like balloons that float, ask at a shop near you. Also check on the product page whether the balloon is suitable for helium.
How much should I order for my number of guests?
Each product page states what the set contains (number of pieces, dimensions). Count your guests, your tables and the area to decorate, then compare with the contents of the sets.
Not sure? Write to us with your number of guests and the type of party: we’ll help you choose.
Are the colours true to what I see on screen?
We do our best to make the photos as accurate as possible. But depending on your screen and its settings, a shade may look slightly different once you receive the item. Prints, engravings and embroidery may also vary slightly from the preview.
If you’re looking for a very specific colour to match your decorations, feel free to ask us before ordering.
Delivery
Which countries do you deliver to?
From our English-language shop, we deliver to New Zealand, and delivery is free.
For another destination, write to us before ordering: we’ll tell you whether we can deliver, and at what cost.
How long will delivery take?
The delivery time depends on the product and the warehouse that ships it. As a guide, allow 3 to 7 working days for an item shipped from Europe, and 10 to 30 working days for an item shipped from Asia.
The estimated delivery time for each item is shown on its product page.
How can I track my parcel?
Once your order has been shipped, you’ll receive an email with your tracking number.
You can then follow your order in real time on our parcel tracking page.
That way, you know exactly where your order is at all times.
How much does delivery cost?
Good news! Delivery is free to New Zealand, with no minimum order.
For other destinations, please contact us before ordering. Outside the European Union, customs duties, taxes or clearance fees may be charged on receipt by the customs authority or the carrier of the destination country; they are not included in the price, unless otherwise stated when you order, and are payable by the recipient (see Article 4 of our terms and conditions).
Which carrier delivers my order?
Depending on the warehouse that ships your order, it is handed to a local carrier (usually NZ Post) or to a partner international carrier.
The carrier’s name and your tracking number are given in the dispatch email.
I've received my order and it's incomplete. Is that normal?
Don’t worry if you’ve ordered several different products and they don’t all arrive at the same time.
To speed up delivery, we sometimes ship products separately.
That way, each item in your order reaches you as quickly as possible.
So if part of your order arrives before the rest, the rest is on its way and will arrive soon!
General
Is Une Vie de Fête a reliable shop?
Yes. Une Vie de Fête is published by a registered French business, whose details you’ll find in our legal notice.
Your payments go through well-known providers (Stripe, PayPal, Klarna), you have the legal 14-day right to cancel (except for personalised products) and real humans answer your messages.
Our customers’ reviews will be published as orders come in on our customer reviews page 😊
Where is your business based?
Our business is based in France 🇫🇷
It is run by a passionate, dedicated team.
We make a point of offering responsive, high-quality after-sales service.
Our team carefully selects every product we offer to meet your needs and expectations.
Our aim is to offer you a wide range of quality products and to support you attentively at every step of your order.
How can I contact customer service?
You can easily reach us through our contact page.
If you have any other questions, feel free to contact our customer service team.
We’re here to help!