General Questions Asked

 I still haven’t received my order. 

If you haven’t received a shipping confirmation email, it means that your order has been taken into account, but it’s yet to be sent it is still “pending”. Do not panic in this case, we do everything to send it to you as soon as possible. If you have received a shipping confirmation email, then, depending on the date of shipment, your order may still be in transit. To find out what are the deadlines from which we consider an order lost, see below.

From the day you receive the shipping email, your order is to be delivered within 5 working days in metropolitan France. Our shipment is done with La Poste or Mondial Relay, so it is possible for the delay to be a little longer.

An order is considered lost (in metropolitan France), from 10 days after shipment. If this is the case, then write to us at serviceclient@marvsgroup.com specifying that your order has been lost. For countries in the European Union, an order is considered lost 15 days after shipment. For countries outside the European Union, it is 22 days. The procedure is the same, write to us at serviceclient@marvsgroup.com 

Did you make a mistake in your order? 

Write to customer service at serviceclient@marvsgroup.com indicating that your order is incomplete or that there is an error in the order. Instructions and a shipping confirmation will be sent to you by email. 

Has my order been considered?

Your order is confirmed if you received a confirmation e-mail detailing your purchases. I want to share my impressions and write a customer review about your products. 

Have you tested a Fedora Crews product? 

To help us make ourselves known, after a week or two of use, do not hesitate to publish a comment of satisfaction with our products and your experience (care, material, smell, packaging …) directly on the product sheet. This will help us advise future users, build our brand and improve our products. And above all, we rely on you to recommend the brand to your loved ones if you liked it! 

Why create a Fedora Crew account?

You do not have to create an account in order to place an order on the website, but we advise you to do so. You will be able to securely record your payment method, delivery address, shopping cart, and other information related to your order. If you decide to place a new order, you will no longer have to enter your information, it will be automatically saved. 

How do I create a Fedora Crew account? 

On the brand’s website’s main page, click on LOGIN at the top right, then on “CREATE AN ACCOUNT”. After filling in your information, the account will be created. 

I forgot my password, what do I do?

 On the home page click on “LOG IN” at the top right. Then click on “FORGOT PASSWORD?”. Enter your email address to receive the password reset link. I want to change my personal details. Click on “my account” space to indicate the changes in the corresponding section (personal information, address).

I no longer wish to receive the newsletter or other Marcvs emailing. To unsubscribe from our newsletter, you must go to “my account”, click on “my personal information” and then uncheck the box “subscribe to the newsletter”. You can also click on the unsubscribe link at the bottom of each email. 

I received a promotion code; how do I use it?

 To use a promo code, simply fill it in at the time of validation of the basket. Don’t forget to check that the code has been correctly applied before confirming your order. We regularly do partnerships with influencers; you can benefit from exceptional discounts.

My promo code does not work.

Check that no spaces are inserted and if your code is still valid. If this code corresponds to a product offered, you must first put the product in your basket.

Online payment

All payments on our site are processed by the Paygreen payment module. Paygreen is a reliable and secure payment solution, used by thousands of e-commerces. Paygreen accepts credit cards (CB), Visa credit cards, and Mastercard.

Refused card (payment didn’t go through?) … why? 

For security reasons, Paygreen, the payment module we use, queries your bank and makes a risk assessment for each payment. If it considers that it is a potential fraudulent payment or if your account is not sufficiently funded, it refuses it. If your card is declined you can contact your bank or contact us at serviceclient@marvsgroup.com. We can then check why this happened and find a solution 😉

I want to pay by Paypal, why don’t you offer it?

The Paypal company does not accept the collection of CBD-related products. They are currently unwilling to provide payment solutions to hemp companies until US regulations are clarified.

What is the delivery time?

You will receive your package quickly within 3 to 5 days (except Sundays and public holidays) from the day your order is dispatched (only valid for metropolitan France). For other countries (EU or Worldwide), it depends on a lot of factors that are not within our control but it is usually 7 to 14 days.

Where do we deliver and what are the shipping costs?

Shipping costs for France are between 3.90 € and 10.00 € (Overseas included) Shipping costs for European countries are between 5.00 € and 12.00 €. Shipping costs for international countries (outside Europe) are between €13.00 and €30.00. The special case of the overseas departments: The overseas departments are subject to customs fees which are not calculated at the time of payment on the site. International order and Customs In the event that customs fees are to be paid, they must be borne by the customer upon delivery. 

Countries where we cannot yet deliver to you : 

Afghanistan, Aland Islands, Albania, Andorra, Angola, Anguilla, Antigua And Barbuda, Armenia, Aruba, Azerbaijan, Bangladesh, Barbados, Belarus, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Sint Eustatius and Saba, Bosnia And Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, Brunei, Burkina Faso, Burundi, Cambodia, Cape Verde, Cayman Islands, Central African Republic, Chad, Christmas Island, Cocos (Keeling) Islands, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Curaçao, Ivory Coast, Djibouti, Dominica, Ecuador, Eritrea, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Fiji, Gabon, Gambia, Georgia, Ghana, Gibraltar , Greenland, Grenada, Guernsey, Guinea, Guinea Bissau, Heard Island And Mcdonald Islands, Holy See (Vatican City State), Indonesia, Ireland, Isle Of Man, Jersey, Kenya, Kiribati, Korea, Democratic People’s Republic Of, Kosovo, Kyrgyzstan , Lao People’s Democratic Republic, Lesotho, Li beria, Libyan Arab Jamahiriya, Liechtenstein, Macao, Macedonia, Republic Of, Madagascar, Malawi, Malaysia, Maldives, Mali, Mauritius, Moldova, Republic of, Monaco, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, New Zealand, Niger, Nigeria, Niue, Norfolk Island, Pakistan, Palestinian Territory, Occupied, Papua New Guinea, Philippines, Pitcairn, Republic of Cameroon, Rwanda, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Samoa, San Marino, Sao Tome And Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Sudan, Sri Lanka, St. Vincent, Sudan, Suriname , Svalbard And Jan Mayen, Swaziland, Taiwan, Tajikistan, Tanzania, United Republic Of, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United States Minor Outlying Islands, Uzbekistan, Vanuat u, Virgin Islands, British, Western Sahara, Zambia, Zimbabwe

I want to change the Mondial Relay pick-up point assigned to me?

You can modify your Point Relais immediately after placing an order. A Relay Point has been assigned by default but you can modify it. Please note that our map of relay point choices is pushed onto our site by Mondial Relay themselves. They are providers of a solution in which we are the intermediary, so we cannot act on the points presented or not. It is common in summer or at Christmas for some relay points to be closed and others overloaded so they are not offered on the map. We are also working to improve the site in order to allow you to choose your Mondial Relay point before payment and to give you the possibility of changing the transport mode if you cannot find the Mondial Relay point of your liking.

I could not choose a Mondial Relay pick-up point

If no Mondial Relay point has been selected, write to us at serviceclient@marvsgroup.com giving us the exact address of the Relay point you want. We will then complete your order.

My package is blocked in a Mondial Relay sorting center or La Poste sorting center or at a wrong Mondial Relay point.

You have to distinguish between a relay point and a hub/sorting center. If your package is blocked in a sorting center, it is pending on this agency, which is not normal. Write to us at serviceclient@marvsgroup.com and we will ask you to redirect the package to the right relay point. You should also be notified by email as soon as the package is in motion because we have a tracking system when it is scanned which allows you to follow the package.

What is the return policy?

Our policy is 14 days. If 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. To complete your return, we require a receipt or proof of purchase. Please do not return your purchase to the manufacturer without having agreed to a return within 14 days of withdrawal. 

There are certain situations where only partial refunds are given (if applicable): 

– any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error 

– any item returned more than 30 days after delivery

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a given time frame.

Late or missing refund (if applicable) 

If you haven’t received a refund yet, check your bank account first. Then contact your credit card company, it may take some time before your refund is officially visible. Then contact your bank. There is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at customerservice@marvsgroup.com.

Items for sale (if applicable)

Only regular-priced items can be refunded. Unfortunately, sale items cannot be refunded.

What are the exchange and refund conditions?

You can contact us at any time for an exchange or a refund. We will review the situation with you to find the best solution. Do not hesitate to write to us at serviceclient@marvsgroup.com. For obvious hygiene reasons, we do not take back opened and used products.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit (voucher) for the value of your return. Once the returned item is received, a gift certificate will be sent to you. If the item was not marked as a gift when purchased, or the order has subsequently been dispatched, we will issue a refund to the person giving the gift and they will inquire about your return.