Frequently Asked Questions
THE SOCIALITE FAMILY ANSWERS YOUR QUESTIONS!
Where can I find The Socialite Family products?
The Socialite Family products can be found in the SHOP tab. All the products are sorted by category (NEWS, FURNITURE, LIGHTING, DECORATIVE, TEXTILES, LIFESTYLE) and by sub-categories to guide you in your search.
These products are the result of several months of passionate work by our in-house design studio and of meetings with manufacturers, craftsmen and personalities with unrivalled know-how. In this tab, we offer you objects with unique and singular designs that are not easy to find. Simple but beautiful to look at, functional too. Furniture, decorative pieces and everyday accessories that are both durable and contemporary. A collection that we will be adding to over the months with new pieces.Some of these products are also the result of collaboration with remarkable brands, craftsmen, architects and designers. These products are sold in limited quantities and sales may be limited in time.
How do I place an order on TSF?
Add the products you are interested in to the basket by clicking on "Add to basket". Your products will then be automatically added to your basket, which you can find at any time on the basket icon at the top right of each page. To finalise your order, go to your basket. Once in the basket, you can review the products you have added. You can modify the quantities within the limits of available stock or delete certain items. The delivery costs indicated at this stage are indicative and may vary depending on the delivery option you choose at the next stage. To continue validating your order, click on "Order". You will then access the identification and account creation page. Identify yourself or create your account using your email address and password. The ordering process then consists of three steps:
Step 1 - Fill in or confirm your delivery and billing addresses. It is imperative that you provide us with true and updated information so that the order can be properly processed and delivered. For the delivery address, we invite you to include all the necessary elements (# building, code) for the delivery. Your telephone number is also necessary in order to be contacted by our customer service department or by certain carriers to make appointments. Click on "Continue".
Step 2 - Select your delivery method. Depending on your delivery address and country, as well as the type of products you are ordering, one or more modes of transport are offered at different rates. These partners have been carefully selected to provide you with the best satisfaction. We also offer you the possibility of collecting your order directly from the shop. You will receive an email when your order can be collected in the shop. Please allow about 3 working days for this.
Step 3 - Choose your payment method. You can pay by credit card via the secure Stripe platform or by Paypal. Enter your bank details and click on "Pay".
Once your order has been paid and confirmed, you will receive an order confirmation by email with the order number and a summary of your basket. You will also be able to find your order in your MY ACCOUNT area.
What payment methods are accepted for the products on sale on The Socialite Family?
You can pay for your purchases by credit card directly on the site. We accept CB, Mastercard and Visa cards and use the secure Stripe platform. You can also pay by PAYPAL. For all orders over 350€, payment in 3x without fees is available. For any information, please contact us via shop@thesocialitefamily.com.
How can I access my account if I have lost my password?
Go to the "my account" area. Under the boxes for identification, click on the link "Forgot your password". Enter your email address and follow the instructions in the email you receive.
How do I cancel or change my order?
You can add or remove items from your basket as long as your order has not been validated.
Once your order has been placed, the possibility of cancelling an order depends on the progress of your order. As long as your order has not yet been transmitted to our logistics centre, we can cancel all or part of your order.
Please contact us as soon as possible at shop@thesocialitefamily.com, stating your order number and what you wish to change. If your order has not yet been sent to our warehouse, we will be able to cancel your order and refund you in full. If your order has already been sent to our warehouse, we will not be able to cancel or change your order. You will only be able to send the items back to us for a refund once we have received your package, within 14 days.
How do I track the delivery of my order?
When your order is shipped, you will receive an email with the tracking number of your package. You can also track your order in your MY ACCOUNT area. If you have any questions about your delivery, send us an email at shop@thesocialitefamily.com.
What should I do if my package is lost?
We invite you to contact our Customer Service by e-mail at shop@thesocialitefamily.com indicating your order number. We will do our best to find a solution as soon as possible.
How do I make a return?
We hope you like the products! Nevertheless, you have a period of fourteen (14) days after receipt of your order to return your purchases for a refund if they are not suitable. The refund will correspond to the purchase price of the returned product(s). The delivery costs are not refunded.
To do this, send a message to shop@thesocialitefamily.com specifying your order number and we will send you a message specifying the return procedure. Items must be returned to us in their original packaging and condition, together with the delivery note originally received with your parcel. You are responsible for the cost of the return and are free to choose the method of shipment. Of course, in the event of an error attributable to THE SOCIALITE FAMILY (defective new item or error in order preparation), we will cover the cost of returning the item.
Once we have received the return package, we will reimburse you within 10 working days after checking its condition. The refund will be made in the same way as the original payment. We will notify you as soon as the refund has been made.
We do not exchange products. For a new model or a new colour, we invite you to reorder.
How do The Socialite Family new E-gift cards work?
On our website from December 15, 2022 you can buy personalised E-gift cards on the dedicated page right here. You can choose the amount, add a personalised message to accompany the card and choose the type of delivery. Two options are available:
- Print: the E-gift card will be sent immediately to the email address you used to place the order. You can then print your E-gift card and give it away whenever you like.
- Send by email: You can choose to send the E-Gift card directly to the recipient of the card. Indicate their email address and choose the date of delivery. When the E-Gift card is sent to the recipient, you will also receive an email to confirm the sending.
When all the information is complete, you can validate your E-Gift card, which will add it to your shopping cart. Once the order is validated, we will not be able to modify the information on the E-Gift card (message, type of shipment, date of shipment, etc.).
The E-Gift card will be available as a voucher valid throughout our website for 6 months (the validity period starts at the time of purchase of the E-Gift card). The E-Gift card can be used in several instalments, only online (our shops have their own dedicated gift card).