Faq - CreationsMxFactory

Carrier Contact and Tracking

MY ORDER

How can I track my parcel?

Once your parcel has left our warehouse, you will receive a dispatch email. It will contain the tracking number for your parcel and a link to follow its progress.

How do I contact the carrier of my parcel?

Colissimo :
- For delivery to your home anywhere in France, you can use Colissimo to deliver your gift packs.
- Delivery without signature in France within 48 hours (indicative time in working days for deliveries in mainland France).
- To track your shipments : Colissimo tracking
Chronopost :
- To track your shipments : Suivi Chronopost
- In the event of a problem, Shop2Shop Customer Service is available via Facebook, Monday to Friday from 8am to 7pm, and Saturday from 8am to 12pm.
- By telephone on 08 09 80 15 25 (toll-free) Monday to Friday from 8am to 7pm, and Saturday from 8am to 12pm.
Mondial Relay :
- To track your parcel, please go to the Mondial Relay website with your tracking number sent by e-mail.
- If you have any problems, please contact them by telephone on 09 69 32 23 32 from Monday to Friday between 8.00 am and 7.00 pm.
- Parcel tracking access link : Suivi Mondial Relay

Please note that our team has no influence on what happens to the parcel once it has been handed over to the carriers.

Please note that CREATIONS mx-factory reserves the right to use another delivery service provider such as Happy-Post, UPS, etc., should this prove necessary in order to guarantee timely delivery.

Production and delivery times

DEADLINES

How long does it take to make?

We offer to customise your items, with a lead time of between 2 and 15 days. Please note that during periods of high demand, the lead time may be extended to 25 days.

The manufacturing lead time for the ‘creations’ section is 4 weeks for complex items that are the subject of a special order, such as a ‘pistonhead’ metal sculpture depending on its use (e.g. business card holder, telephone holder, gear knob, paperweight, etc.).

What is the delivery time?

With Colissimo, delivery takes between 1 and 3 working days.
With Chronopost, the delivery time is 3 to 5 working days.
With Mondial Relay, delivery takes between 3 and 10 working days.

To this must be added the production time for personalised items.

Please note that delivery times vary depending on the destination, logistical conditions and periods of high demand (public holidays, etc.). We do our utmost to ensure that your items are delivered quickly and efficiently.

Procedure in the event of a problem with your order

CLAIM

My parcel has been lost. What should I do?

Once the parcel leaves our warehouse, we are no longer responsible for the delivery service. However, please do not hesitate to contact our customer service department so that we can work together to find a solution: creamxfactory@gmail.com

Can I return my item?

No returns are possible for :

customised products,
when the customer is in possession of the certificate of authenticity of a piece of sculpture for which an order has been placed,
when the original product packaging has been opened or torn,
when the product has been used.

Am I missing an item or have I received the wrong one?

Contact our customer service department at the following address creamxfactory@gmail.com

Care and Maintenance of Customised Products

MES ARTICLES

Comment entretenir mon article personnalisé ?

To preserve the quality of your personalised items, we recommend washing them by hand or machine at a maximum temperature of 30 degrees.

To keep the flocking in good condition, we recommend ironing it inside out. Our priority is to offer you products that last over time, and these tips will help you look after them and enjoy them for as long as possible.

Am I missing an item or have I received the wrong one?

Contact our customer service department at the following address creamxfactory@gmail.com