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F.A.Q.

My order


I wish to get the order delivered to an address other than mine.
You can get your order delivered at the address of your choice. For this tick the line “deliver to another address” at the time of confirmation of the delivery address, then select or fill in another address.

I wish to offer a gift or add a message to the addressee.
Our articles are delivered in boxes with Gien colours.
 
I wish to order articles per unit.
Faiencerie de Gien’s on-line boutique does not dispatch articles without the original packaging. In order to purchase or order pieces without the packaging proposed by Faiencerie de Gien’s on-line boutique, we invite you to contact your regular stockist.
In order to find a stockist in your region, consult our section SALES POINTS or the section « I am looking for a sales point in my region » of the contact form.

I am facing a technical problem, I cannot place an order.
You can contact us by calling the number +33 (0)2 38 05 21 50 or by clicking on the link « Contact-us » by explaining your problem as precisely as possible. We shall try and resolve your problems at the earliest possible. For a technical problem concerning the payment, check the following section: « Is my payment secure? »

Is my payment secure?
At the time of your purchase at Faiencerie de Gien’s on-line boutique, the entire payment phase is executed between you and the CIC. During the bank card payment phase, you will temporarily quit the site www.gien.com, and will be taken to the « CIC Payment » site.
This is the guarantee that:
- Faiencerie de Gien will never know your card number.
- CIC will not be communicated the details of your purchase as only the total amount and the order number is transmitted to « CIC Payment » by Faiencerie de Gien.
- You are not obliged to have a bank account in a CIC bank. In a few seconds you will know if your payment was accepted or rejected and then you can continue your navigation.
- Payment of your purchases with « CIC Payment » does not incur any additional expenses. For your security, all the data exchanged is encrypted during the transactions. Since October 2008, the banks have started adopting the 3DSecure system for On-line payments.

3DSecure is called "Verified by Visa" for Visa, and "SecureCode" for MasterCard.
With 3DSecure, you will be redirected to your bank’s site, which will ask for additional information to validate the payment.
According to the bank issuing the card, the terms and conditions for authentication vary:
Once the information provided, you will return to Faiencerie de Gien’s online boutique which will confirm the payment.

How do I know if my order is confirmed?
You will automatically receive an order confirmation summarizing the information contained in the registered order form.
In the case where the ordered articles presented at Faiencerie de Gien’s online boutique are no longer available or on sale at the time of dispatch by the client of the order form, you will be informed of the eventual unavailability of the articles ordered at the earliest.

Which are the delivery modes, periods and charges?
The delivery charges are calculated according to the weight of your order and the destination.
The normal delivery period for Metropolitan France is 3 to 5 days.

The articles received are not compliant with my order, claims.
For any claims, please contact us at the number +33 (0)2 38 05 21 50 or by clicking on the link « Contact us » or by responding to one of the confirmation mails of your order. Please specify your order number or invoice number in order to allow us to respond to you at the earliest.

I wish to return an article.
You have a revocation period of fifteen (15) days from the delivery of the order executed on www.gien.com. During this period, you can return, at your expense and without other penalties, the articles that are not acceptable.
Returns will be accepted by Faiencerie de Gien only if you have immediately contacted Faiencerie de Gien by calling the number +33 (0)2 38 05 21 50 or by clicking on the link « Contact us ». The returned articles must not have been used, modified, washed or damaged and must still be in their original packaging.
The amounts already cashed will be reimbursed at the earliest possible.

Gien collection

I wish to have a piece valued.
We are not in a position to provide you with the estimate for the pieces by taking into account their age. For this purpose we generally advice contacting a sales room or a Faience-earthenware expert.


I wish to get an old piece restored.
We do not have a restoration department at Faiencerie. We can, on request, send you a list of Faience-earthenware restorers in the Loiret or the Parisian region.

I have a service which is no longer in the catalogue, how can I complete it?
Every year, Faiencerie de Gien proposes several new designs and others are deleted. The lifecycle is on an average of three to five years for the modern designs and more for classic or traditional designs.
For designs that are no longer a part of the collection, we do not have any stock of designs out of collection since more than five years. For the other designs consult us or check at the flea market or the sales sites between individuals.

Use and maintenance

Is Gien Faience-earthenware dishwasher-proof?
You can clean your Faiencerie de Gien pieces in the dishwasher, but please monitor the doses of detergent and rinsing liquid and the manufacturer’s washing instructions. Give preference to « eco » or low temperature programs to avoid thermal shocks and preserve your pieces.
The hand-painted pieces of the Gien prestige collections result from a different manufacturing mode and are not dishwasher-proof.

Can the Gien Faience-earthenware pieces be used in the microwave oven?
One must avoid placing Faience-earthenware in the microwave oven; their action mechanically wears out the glazing which more or less ends up cracking. This is not a disadvantage, but attention and care must be provided to this ceramic material so that it preserves its prettiest effects as long as possible.
You can eventually use your pieces in a microwave oven for low reheating, but never for defreezing or cooking.
Faiencerie de Gien proposes a range of culinary dishes matching with the design of its collection adapted for the use of traditional oven (t° max. 250°C) and the microwave oven. These stoneware dishes allow associating the pleasure of the art of cooking with the art of entertaining.

Can the Gien Faience-earthenware pieces be used in the conventional oven?
The use of the conventional oven can cause thermal shock and damage the glaze of the pieces in an irreversible manner.
Faiencerie de Gien proposes a range of culinary dishes matching the design of its collection adapted to the use of the conventional oven (t° max. 250°C) and the microwave oven. These stoneware dishes allow associating with pleasure the art of cooking and the art of entertainment.

Life at Faiencerie de Gien

I wish to visit Faiencerie de Gien.
You will find all information concerning the visit to Faiencerie de Gien or the Faiencerie museum by consulting the section « The Gien museum ».

What are the timings of the factory outlet?
You will find all information concerning our factory outlets by consulting the section « Gien's factory outlet ».