FAQ

MAKERS.STORE MARKETPLACE

 

1. MAKERS.STORE IN A FEW WORDS

2. ORDERS AND PAYMENT

3. PROUCTS AND AVAILABILITY

4. DELIVERIES

5. RETURNS AND REFUNDS

6. MY ACCOUNT AND PERSONAL INFORMATION

 

 

1. MAKERS.STORE IN A FEW WORDS

By facilitating direct sales and developing strong editorial content, makers.store has been challenging traditional distribution methods and showcasing accessible design since 2012.

makers.store is now gathering pace and as of January 2019 is the first international platform for the sale and promotion of exclusively independent design and interiors talents. Ethical, Fair Trade, Transparent… This is a platform that places creativity at the very heart of its business model, because behind each and every object lie the knowledge and skills of a unique creator, and that is what makes us stand out.

 

2. ORDERS AND PAYMENT

How can I track my orders?

You can track your orders in real time. You’ll receive two automatic follow-up emails, the first confirming your order and the second telling you that your order has been sent by the seller. If you don’t receive these emails, check your spam folder as well as the email address you gave us.

If you have a customer account, you can follow the progress of any current orders going to Orders.

Your orders can have the following statuses:

 

I haven't received my confirmation email or an email saying my box has been sent.

First check the email address on your customer account. If it’s correct, check your spam folder (our emails sometimes hide there!).

 

How do I access my order details?

Go ‘Orders’ in your customer account, where you’ll find bills, the details of your orders and their shipping status.

Note that for subscribers paying on a monthly basis, there’s no defined end-of-subscription date because it’s you who decides when to terminate.

Hence, don’t be surprised if the dates continue beyond your minimum engagement duration. You can still unsubscribe with a simple click.

 

What payment methods do you accept?

An order on our website can be paid by:

 

Is my payment safe?

makers.store takes the security of your data very seriously and uses SSL secure payment technology. Your personal data and your means of payment are encrypted as they pass from your browser to our payments processor MangoPay.

As soon as you’ve made an order on our Internet site, the URL begins with “https", which means you’re connected to our safe server. Some browsers designate this type of connection with a closed padlock or key symbol.

 

Is it possible to use several promotional codes for one order?

No, on principle, this is not possible. Our promotional offers cannot be cumulated. Subscriber’s discounts cannot be combined with other discount vouchers.

 

My promotional code won't work. What shall I do?

Are you sure you entered your discount code in the right place?

When you do, a new line appears under your basket, showing the amount of the discount.

The code has to be entered at the moment you confirm your purchase, in the dedicated box in your basket.

If it still doesn’t work, contact us at hello@makers.store or on 09 72 66 71 40, with your code and the product you want to buy, and we’ll find a solution as quickly as possible.

 

3. PRODUCTS ET AVAILABILITY

 

How do i know which products are available?

A product’s availability is flagged up on its page, just below the ‘Add to basket’ button. The product is either immediately available (‘In stock’) or available within a specified time-frame (‘Sent in X weeks’). In the latter case, you can still add it to your basket and buy it in order to reserve it. It will be sent to you within the time-frame mentioned. Certain products are produced to order – see the availability and delivery details on the specific product page.

 

I need more information about a product

Our product pages are as detailed as possible and should give you all the information you need. You’ll find all the details in the About this Product section.

You can also find out more about the object’s creator in the section Read About the Designer

 

How can I leave feedback for the sender?

Once you’re received your item, you’ll receive an email asking you for your feedback about it.

All comments are moderated before appearing on the site.

 

4. DELIVERY

 

Where does makers.store deliver to?

Each seller has his or her own delivery zone. Consult the Deliveries and Returns section on the product pages to find out what this is in each specific case.

 

How long does delivery take?

Delivery times vary according to the production time of the item ordered. Certain products are made to order. Users should check the availability and delivery information on each product page.

 

Can I collection my item from the designer’s workshop?

The different delivery/collections available can be seen at the Delivery stage of your purchase. If the seller offers workshop collection and lives close to you, you can go and fetch your article by selecting this as your delivery method.

Once your order is ready, the seller will email you his or her exact address and to arrange a mutually convenient day and time to meet.

No payment should when collecting the item. The seller will be paid once the sale has gone through our site.

Note: no returns can be made if you pick up your item in person, so check that the article is right fo you when you pick it up. If you don’t like it, don’t take it; email us at hello@makers.store for a refund.

 

How much does delivery cost?

Delivery charges are set by each seller according to your country and region and the kind of items ordered.

 

My package has been returned to sender. What should I do?

Simply contact our customer services to organise a new delivery.

Note: If the package has been returned because the time-limit for fetching your order from a post office or parcel depot has elapsed, you will be charged for it to be sent again.

 

5. RETURS AND REFUNDS

 

If I'm not happy with my item, how do I return it?

If you don't like the item, you have a minimum of two weeks after receiving it to change your mind. The exact lenght of time depends on the individual seller but is never less than 14 days.

The earlier the request is made, the more quickly and easily it will be dealt with.

To return a product:

  1. Go to My Account and access your order details.
  2. For the item in question, choose Product Return. Fill in the form, explaining the reason for the return.
  3. Customer services will contact you as soon as possible to guide you through the return process. Once your cancellation has been actioned, you have a maximum of 14 days to return the item. You are liable for the return postage.
  4. Once your package has been received by the vendor, you’ll receive email confirmation and a refund.

Note: you are liable for the return charges. If the package reaches the vendor broken or damaged, you’ll have to make a claim with the shipping company, and we are unable to guarantee a full refund.

 

I received a damaged package.

You have 48 hours to contact customer services via your account.

To make your request :

  1. Go to My account and access your order details.
  2. Opposite the item in question, choose Product Return. Fill in the form explaining the reason for your return.
  3. Customer services will contact you as soon as possible to talk you through your exchange or return. If the vendor accepts the return, you will be provided with a postage slip so you can return the product for free.

 

Why has my request for a return of refund for a damaged item been refused?

Your request to return an object or for a refund because it has been damaged may be refused:

 

How is a refund made?

When our customer services process a refund, the amount is credited back to the account linked to your bank card. The time taken for the funds to show up in your account depends on your bank.

 

6. MY ACCOUNT AND PERSONAL INFORMATION 

 

How does my wishlist work?

The wishlist allows you to keep track of your favourite items by bookmarking product pages for easy reference.

To place an item on your wishlist

1- Go to the product page

2- Click on the small heart at the top, next to the main photo

Once the heart is filled in, the item appears on your wishlist, which you can go to be clicking on the heart on the top right-hand side of the home page. Note that placing an item on your wishlist does not mean you’ve reserved it.

To take an item off your wishlist, click again on the little heart in order to deselect it. When you go to your wishlist, the item will have disappeared.

 

Is there a makers.store loyalty scheme?

With each purchase on our online shop, points will be added to your loyalty account. 1€ = 1 point. And 100 points = 5€ to spend on the website (excluding shipping costs).

You have 12 months to activate them. After the activation, you will have another 12 months to use them. You can find your loyalty points in the Loyalty Points section of your makers.store account.

All loyalty points credited for each of your purchases on the makers.store website can be converted at once into a gift voucher.

Loyalty points are applicable on products designed and sold by "Designerbox" from 1€ of purchase, and on other products (designer shop) starting from a total of 200€ of purchase in your shopping bag, excluding shipping costs.

 

I’ve forgotten my password. What should I do?

Don't panic. We can reset your password. To do this, click on the link "Forgotten your password? Click here" on the page from wich you log onto your account.

 

How do I subscribe to the makers.store newsletter?

Subscribe to our newsletter at any time to stay up to date with our news.

There are two ways to do this:

 

How do I unsubscribe from the makers.store newsletter?

If you no longer wish to be kept informed about makers.store’s news and  the latest products, just click on the link at the bottom of any of our newsletters.

You can also go to your customer account and unclick the box I wish to receive emails about amazing special offers from makers.store in the Personal Information section.

 

I’ve changed my email address. Can I still use my account?

It’s very easy to change your email address. Go to the Personal Information section of your customer account and change the address, then click on Confirm.

 

How can I protect my personal data?

In compliance with regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, you have the right to access, rectify, erase and challenge your personal data as well as rights regarding the limitation and portability of your data.

You can exercise your rights by clicking on Close my Account or Reclaim my Data in the Personal Information section of your account or by contacting us at hello@makers.store

If you’ve created a customer account, you can look at and correct your personal information at any time. You can do this by logging into My Account. Click on Personal Information to make changes to your profile.