FAQ

Frequently Asked Questions

. Is online payment secure?

The fkare.fr website is fully secured by our banking partner Stripe.

. When will I be charged?

You will be charged as soon as you have validated your order on our site. Once this validation is done, we may analyse your order and we will ask you for proofs to be able to validate your order.

. I'm being asked for proof of payment, is that NORMAL?

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. What are the means of payment accepted by your SITE?

We accept the secure Blue Card payment method via the stripe website, Paypal. We do not accept cheques or bank transfers.

. What are the delivery costs of parcels?

All the information related to the delivery is directly accessible on our page delivery

. What are the delivery times?

All the information related to the delivery is directly accessible on our page delivery

. Can I change the order I made?

You can change your order as long as it has not been prepared and shipped. For this contact us via the contact form or by email, a customer FKare will tell you the procedure to follow.

. Can I cancel my order?

You can cancel your order if it has not been prepared or shipped. For this contact us via the contact form or by email, a customer FKare will tell you the procedure to follow.

. What do you do with my personal information?

FKare respects the confidentiality of your personal data.

. My payment was denied

If your order has been cancelled because your payment has been refused we invite you to make direct contact with your bank to verify that you have sufficient funds.

. I did not receive my order

You can contact us via the contact form, a customer service representative will answer all your questions. Orders are delivered within 2 to 3 working days in metropolitan France except shipping problem linked to the post office.

. There is an ARTICLE missing from my order

It happens that when several people order the same product simultaneously, that it falls out of stock. In this case, a sheet detailing this breakdown of stock is slipped into your parcel and the product in question is directly reimbursed to you. You will also receive an email informing you of the refund of missing product (s).
If this sheet is not present in your parcel and no refund has been made to your bank account/Paypal, we invite you to contact us, a customer representative will proceed to the regularization of your situation (thanks in advance of Verify that a refund has not been made to your bank account/Paypal, the average payback time is 4 working days).

. I have received products that do not match my order

FKare offers you a simple return procedure, just click on “Swaps and returns” at the bottom of the site and follow the different steps.

. The amount that was reimbursed to me is wrong

If the amount of refund you received does not match the value of your purchase we invite you to contact us via the contact form available in your customer account.

. I ordered two or more times without wanting to

Contact our FKare customer service representatives via the contact form indicating your error so that they can help you.

. I have not received a CONFIRMATION EMAIL for my order and/or for my customer account

Sometimes this type of email arrives in your junk mail. We invite you to consult your Spam box, if the email in question is not present, contact our Fkare customer service representatives via the contact form. They will check your customer account data.

. I can't access my account

If you are unable to log in to your Fkare customer account, we invite you to contact us via the contact form by specifying your email address so that a Fkare customer Service representative can solve this problem.

. I have problems with my basket

Can’t finish your purchase? Can’t put the products in your shopping cart? Contact us via the contact form, a FKare customer Service representative will accompany you for the finalisation of your order. This is usually a temporary technical problem. Do not hesitate to contact one of our customer managers via the form and we will quickly regularize the situation.

. I can't get my order

For any online ordering problems, contact our FKare customer service representatives via the contact form. They will answer you under 24h worked, after identifying your problem

. Has my order been shipped?

You can follow the advance of your order directly from your customer area. Also, as soon as your order is shipped an automatic email is sent to you to communicate your Colissimo tracking number.

. I lost my voucher back

Would you like to make a product return? If you have misplaced the return form contained in your order you can download it again at the following address: https://fkare.fr/wp-content/uploads/2018/07/FORMULAIRE_DE_RETOUR_FKARE.pdf

. Did you receive the items I returned?

When you return merchandise (after completing the return form available at the following address: Https://fkare.fr/wp-content/uploads/2018/07/FORMULAIRE_DE_RETOUR_FKARE.pdf our Customer managers FKare will contact you within 48 hours following the receipt of your parcel to confirm its good reception and to proceed to the reimbursement

. I can't find the article I'm looking for on your SITE, can you help me?

Contact us via the contact form. Our catalogue is updated regularly. We will be able to inform you about a future product entry. In order to be kept informed of the replenishment of the article you wish, we invite you to click on the tab “Alert me when this product will be in stock!” (tab to the right of the desired item); You will be alerted as soon as the desired item is available again.

. How do I sign up for the NEWSLETTER?

Our newsletter is free and allows you to be alerted to the updates of news, promotions or different events. The inscription is simple, you simply complete the newsletter form by specifying your email.

. Do you have a CATALOGUE?

To date, we do not have a printable catalogue, but you will find it online very soon.