Frequently Asked Questions
Are you looking for more information about the creations of La Faïencerie à Gien and their composition? Consult our answers to frequently asked questions below.
Products
Can I put my Gien earthenware in the oven or microwave?
Earthenware is particularly sensitive to thermal shock. To ensure the longevity of your tableware, we recommend that you do not use it in the oven or microwave.
How should I wash my Gien tableware?
You can wash your earthenware tableware by hand using a sponge and standard washing-up liquid. You can also safely put your earthenware in the dishwasher for domestic use. Be sure to select a low-temperature programme and do not exceed the recommended amount of detergent. For more information on using Gien products, visit the Use and Care page.
Can I complete a service or replace a part that is no longer in the catalogue?
You canonot find the item you're looking for on our website? This means that it is no longer listed in the Faïencerie catalogue. Please contact the Boutique de la Faïencerie, which sells end-of-line items, to find out if our colleagues have the item you are looking for. Contact them by email at boutiquegien@gien.com, or by telephone on +33.(0)2.38.05.21.05.
I would like to personalise my tableware. Who should I send my request to?
For orders of 24 plates or more, Faïencerie de Gien offers a unique customisation service. Please refer to our explanatory brochures and price lists on the page "On-demand customisation service", then send your request to web@gien.com. We will be delighted to assist you with your projects.
Can you estimate the value of my Gien service?
If you would like to have your Gien pieces valued, we advise you to send your request to an auctioneer, as the Faïencerie de Gien is not authorised to carry out this type of appraisal.
I would like to buy a single plate. Is that possible?
Our products sold in sets (plates, cups, etc.) on our website are not sold individually.
Delivery
What are the preparation and delivery times?
We are pleased to offer a maximum order preparation time of 4 working days, subject to product availability. Your parcel will be delivered within 24 to 72 hours after leaving the Faïencerie for all deliveries in mainland France, depending on the delivery method chosen.
Where do we deliver?
Gien ships to the following countries: Germany – Andorra – Austria – Belgium – Bulgaria – Croatia – Cyprus – Denmark – Spain – Estonia – Finland – France – Greece – Guadeloupe – French Guiana – Hungary – Ireland – Italy – – Latvia – Liechtenstein – Lithuania – Luxembourg – Malta – Martinique – Norway – New Caledonia – Netherlands – Poland – French Polynesia – Portugal – Romania – United Kingdom – Czech Republic – Réunion – Slovakia – Slovenia – Switzerland – Sweden
How does delivery work in France?
When placing your order, you can select three delivery options: collection from the Gien store, collection point, or home delivery. For home delivery, transport is provided by La Poste Colissimo, which estimates a delivery time of 24 to 48 hours. Shipping costs for collection point delivery and home delivery are €8.50. These costs are waived for orders over €200.
I have just placed an order. How can I track its delivery?
As soon as your order is dispatched, you will receive an email from Colissimo containing the corresponding tracking link. If this is not the case, please contact web@gien.com.
My question is not listed above. Who can I contact?
For further information, please contact us at web@gien.com or call +33 (0)2 38 05 21. We will be happy to assist you.
Returns and refunds
I made a mistake in my order. How can I return it?
You have 14 working days from the date of delivery to notify us of your wish to return your order. Please send an email to web@gien.com, who will guide you through the return process.
I have just returned my order. How will I be refunded?
Upon receipt of your return parcel, we will check the condition of the products and then proceed to refund your credit card within the following days.
My question is not listed above. Who can I contact?
For further information, please contact us at web@gien.com or call +33 (02 38 05 21 50. We will be happy to assist you.
Orders and payment
What payment methods are accepted?
Our website accepts all types of credit cards (Visa, MasterCard, Amex, etc.). For even faster payment, we are delighted to offer PayPal and Apple Pay options.
I cannot place an order.
For assistance with placing your order, please do not hesitate to contact our Customer Service team at web@gien.com. We will be delighted to help you.
I cannot find my previous orders.
If you have any questions regarding your previous orders or invoices, please contact us by email at web@gien.com. We will be happy to assist you.
Miscellaneous
What are the preparation and delivery times?
The preparation time for your order is a maximum of 4 working days, subject to product availability. Colissimo then undertakes to deliver your parcel within 24 to 72 hours after it has been picked up (for delivery in mainland France).
How can I become a professional customer of Faïencerie de Gien?
To become a business customer, please contact web@gien.com, specifying the country and city where you are based. You will then be put in touch with the sales representative for your area.
I would like to purchase Gien earthenware in a shop. Where can I go?
You will find a list of our Gien boutiques and retailers in the "Find a shop" section. For any further enquiries, please contact Customer Services by email at web@gien.com.
I would like to visit the Museum or the Manufactory. How can I do that?
For any questions regarding visits to the Faïencerie and its museum, please contact the Musée de la Faïencerie de Gien at museegien@gien.com, or by telephone on +33 (0)2.38.05.21.06.
