FAQ - FREQUENTLY ASKED QUESTIONS
WHERE CAN I BUY AMANCE COLLECTION?
Amance collection is sold exclusively online on our website www.studiorivie.com and on the occasion of private sales organized in France, in Paris and/or other areas.
So as to not miss our private sales, subscribe to our newsletter and follow us on Instagram.
CAN I TRY ON AN ITEM BEFORE ORDERING IT?
We regularly organize events to introduce our pieces and collections. Apart from these occasions, you are welcome to come by appointment at our premises in Paris, 16e. Contact us at firstname.lastname@example.org to schedule your visit and please make sure to mention which styles you are interested to try on.
HAS MY ORDER BEEN ACCEPTED?
After your payment has been accepted you will be redirected to a new page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to receive this email, we recommend you to check in your spam emails. If needed, we invite you to contact our customer service with the date and the amount of your order.
HAS MY ORDER BEEN ACCEPTED?
Login to your AMANCE account to check if your order has been accepted. You will find your order status in your account dashboard. Click on your order tracking number and you will be redirected to the website of the parcel delivery service you have chosen, to track your package. If after 10 working days you still have not received your order, please contact your parcel delivery service with your order tracking number.
CAN I CANCEL MY ORDRE AFTER I HAVE PLACED IT?
Once the confirmation email of your order has been sent, you will no longer be able to cancel your order. However, it is still possible to return your item once you have received it for a refund within 14 days. We will not cover the shipping costs for your returned item though.
WHAT IF I HAVE AN INCORRECT ITEM IN THE ORDER I RECEIVED?
If you have received a wrong article please contact our customer service mentioning your order number and the issue, we will then provide you with a return label to allow you to send it back at no extra cost.
WHAT IF AN ITEM IS MISSING FROM THE ORDER RECEIVED?
Check the condition of your package. If it is damaged, send a photo to our customer service to open an investigation with the parcel delivery service. If your package is not damaged and you are missing a part, please contact our customer service.
WHAT IF I HAVE RECEIVED A DEFECTIVE ITEM?
Amance pays the greatest attention to the quality of its products. If, however, a defect is to be reported, we invite you to have this problem noted as soon as you receive the product by sending a photo to our customer service. If the product is approved as defective by the customer service, we will send you a free return label, Amance will take care of the shipping costs. We will send you back the correct ordered item as soon as we will have received the defective item. In the event that it is no longer in stock, we will let you know and immediately refund it.
HOW LONG SHOULD I EXPECT TO WAIT FOR MY REFUND?
The refund will be made as soon as possible and no later than 30 working days as from reception of your parcel, assuming all conditions outlined in our returns policy have been followed and met.
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER WITH YOU?
Not necessarily. An order can also be placed from a guest account, simply by entering your email address for exchanges and your delivery address.
HOW CAN I SUBSCRIBE TO THE NEWSLETTER TO RECEIVE YOUR EMAILS AND INVITATIONS?
You can enter your e-mail address in the field at the bottom of the page, under the heading "Newsletter – Carnet de Bord".
HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?
If you no longer wish to receive our news, simply unsubscribe by going to the bottom of the last newsletter received, and select "unsubscribe from this list".
MY ORDER IS A GIFT, HOW CAN I DO IT?
Each t-shirt is delivered in wrapping paper within an envelope. In order to not include the invoice in your order, you only have to indicate a different delivery address than the one used for invoicing. You can also specify this information again when validating your order, in the box provided for comments and remarks.
AFTER VALIDATION OF MY ORDER, WHEN WILL I BE DEBITED?
Once your order has been validated and after authorization from your bank, your account will be debited.
IS THE PAYMENT SECURED?
The payment is 100% secure. All transactions, which take place on www.studiorivie.com, are secured by the Monetico payment system. All the information exchanged in order to process the payment is encrypted by SSL. This data cannot be detected, intercepted or used by others. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can verify that you are in a secure area thanks to a number of security features in your browser. You can easily identify these areas because of an address beginning with https and containing "secure.ogone.com", as well as a closed padlock or an unbroken key displayed at the bottom of the browser. For your security, Monetico’s system checks that the connection used by your browser is secure before sending your financial information. Monetico is a technical service provider, and does not handle any issues with payments. Any issues with your payment must be directly settled on Amance Paris or through your bank. In addition, we now have 3D security which serves as a fraud prevention method by verifying the identity of the cardholder. As well as your long card number, expiry date, and security code (3 numbers printed on the back of your card) we will ask that you enter a password, your date of birth or single use code.
WHAT IF I HAVE PAID FOR MY ORDER BUT DID NOT RECEIVE A CONFIRMATION EMAIL?
If payment by credit card has worked and you have not received an order confirmation email within 5 minutes of your order, check if the email is not in your email spam file. The bank verification can sometimes takes a little longer (security procedures), which means that the order is not immediately authorized and must be validated manually.
ARE MY BANK DETAILS KEPT?
No banking information is stored on our website. Your bank details are entered directly on our partner: Monetico's secure server. The banking information you give, encrypted on your own computer, will never circulate in clear on the Internet.
WHAT IS THE EXPECTED SHIPMENT TIME FOR AN ORDER?
In Metropolitan France, delivery times are approximately 48 hours from the time your order is shipped, and 24 hours in express.
For delivery time abroad, find all the details in our GTC and the footer "Delivery and Returns".
WHAT IS THE DELIVERY COST?
Shipping costs vary depending on the provider and services chosen.
- Colissimo Express
- Chronopost Relais
WHERE ARE THE AMANCE ITEMS MANUFACTURED?
The pieces from our Spring-Summer and Autumn-Winter collections are designed in Paris, and made by a family workshop in Porto, Portugal.
DO YOU HAVE ANOTHER QUESTION?
Drop us an email at email@example.com and we will get back to you as soon as possible