FAQ

PRODUCT INFORMATION AND CARE 

What are CHATEAU de FANJEAU « santons » and stable made of?

Each CHATEAU de FANJEAU santon is designed in France by wonderful artist Isabelle Caussin. Isabelle's drawings are then sent to a factory in China to be cast in clay (the stable is made of resin as it is a sturdier material). Each piece is then individually hand-painted according to our instructions.

How do I clean my CHATEAU de FANJEAU santons and stable?

The paint used is water-based, so do not use water nor a wet cloth to clean santons or stable. They are best dusted with a dry brush or a gentle soft cloth.

Where are CHATEAU de FANJEAU santons and stable made?

Isabelle’s original drawings are sent to a factory in China, where santons are cast in clay and buildings are cast in resin. The reproductions are individually hand-painted in China, and a sticker is affixed prior to packaging and shipment at the bottom of each piece.

What is the best way to repair a broken CHATEAU de FANJEAU piece?
Our santons and stable come in a sturdy and tightly closed box, lined with a high quality EVA foam covered with a velvet finish for optimal protection. Make sure you handle every piece with care, and for optimal protection, place each piece back in its place at the end of the season.

Our santons are made of clay and the stable is made of resin, which can break if dropped. Two-part glue works best. Apply where the break occurred.

Can I place my CHATEAU de FANJEAU santons and stable outside?

We do NOT recommend that you place your CHATEAU de FANJEAU pieces outside, whether our santons or our stable, as exposure to rain, wind and sun is likely to damage the pieces and quickly fade the water-based paint.

 

CUSTOMIZATION 

Can I order a custom piece?

We regret that CHATEAU de FANJEAU can not offer customized pieces; however we welcome suggestions for our future collections, so feel free to reach out to us with your ideas! 

 

MY ACCOUNT

How can I create a CHATEAU de FANJEAU account?

If you are a customer, it is easy to create a CHATEAU de FANJEAU account. Simply create an Account by entering your name and email address, and create a password. Each time you visit our website, Sign-in to access all your account information, purchase CHATEAU de FANJEAU products, and more.

How do I change my email address?

Once you sign into your CHATEAU de FANJEAU account, click Account Settings to update your email address. You can also enter addresses in your account settings.

Will you share my email address?

Your privacy is important to us. Please refer to our Privacy Policy for detailed information.

How do I unsubscribe from your email list?

If you no longer wish to receive emails from CHATEAU de FANJEAU, click the Unsubscribe link at the bottom of the last CHATEAU de FANJEAU email you received.

 

PLACING AN ORDER

How do I use a Promo code?

You can use a Promo code when you are in your Shopping Cart. When prompted during the checkout process, enter a Promo code in the Enter Coupon Code box and click Apply. 

How can I check the status of my order?

After you place your order, you will receive an Order Confirmation email. Click on Order Details in this email to see your Order Summary, which includes details on the status of your order and a tracking number once your order ships. You can also access your Order Summary directly on chateaudefanjeau.com. Log into your account using the Sign-In link in the header, then click on Order History under Order Information.

How do I change or cancel my order after I have submitted it?

Our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently; therefore, we cannot change or cancel an order once it has entered the shipping process. However we will do everything we can to accommodate your request. Please contact our CHATEAU de FANJEAU Customer Care for a Return Authorization Number or product replacement/credit. We are available by email at customer@chateaudefanjeau.com.

What types of payment do you accept?

We accept Visa, MasterCard, Discover, or American Express credit/debit cards.

When will my credit card be charged?

When you place an order, your credit card is pre-authorized. Your credit card will be charged when your order is shipped. PLEASE NOTE that the charge will appear on your credit card statement as DDTraders.

Where does my product ship from?

Products ship from our distribution center in Denver, Colorado 80239.

How long will it take for my order to arrive?

Please see Shipping for all our shipping information, including estimated delivery times and holiday schedules, shipping costs, and payment information.

Where are my tracking number and shipment?

Once your order ships, you will receive a Shipping Confirmation Email. Click on Order Details in this email to see your Order Summary, which includes details on the status of your order and a tracking number. You can also access your Order Summary directly on chateaudefanjeau.com. Log into your account using the Sign-In link in the header, then click on Order History under Order Information.

Can I ship to a different address other than my billing address?

Yes. You will have the opportunity to designate a shipping address different from your billing address during the checkout process.

Do you offer expedited shipping?

No, at this time we only ship products via ground shipping. Please see Shipping for all our shipping information, including estimated delivery times and holiday schedules.

Do you ship internationally and do you ship to P.O. boxes?

No, delivery is limited to the 50 United States and we cannot ship to APO or FPO addresses at this time.

 

RETURNS & EXCHANGES

Can I return or exchange my purchase if I'm not satisfied with it?

Yes, absolutely! Our company strives to offer you the best customer experience therefore we want you to be completely satisfied. If for any reason you are not happy with your purchase, CHATEAU de FANJEAU will accept returns and exchanges of merchandise within 90 days of purchase.

What if my order is damaged or defective?

We’re sorry to hear you’ve received an item that was damaged or defective! Please contact CHATEAU de FANJEAU Customer Care for a Return Authorization Number and product replacement/credit. We are available at 303-576-6333, Monday through Friday, 8 a.m. to 5 p.m. MST, or by email at customer@chateaudefanjeau.

Can I return a CHATEAU de FANJEAU product that I received as a gift?

Items purchased on chateaudefanjeau.com can be refunded or exchanged. Gift bags are not returnable. Please see Returns & Exchanges for all information regarding our return policy. Note that you will need information regarding the original purchase to initiate a return.

How do I return or exchange purchases I made online or by phone?
Returns and exchanges must be made within the guidelines of our return policy.
Please fill out the Return Form enclosed with your package.
Attach to the shipping box, the pre-paid SmartPost® label that came with your order.
Give it to your postal carrier or ship it via USPS.
Please note that a handling fee of $6.95 will be charged against your original method of payment.
The pre-paid shipping label can be used only on packages returned from a U.S. address. You are not required to use the pre-paid label. You may label the package yourself and ship it, pre-paid and insured, using the shipping provider of your choice to:

303-576-6333

Please include the Return Form enclosed with your package (please note reason for return on the back). Please allow up to two billing cycles for refunds to appear on your credit card statement. Original shipping and handling fees are non-refundable.

How long does it take for a credit to be processed?

It takes 7-14 business days to process credit/returns once the product is received. Please see Returns & Exchanges for all information regarding product returns, exchanges and refunds.

 

GIFTS, GIFT BAGS AND GIFT REGISTRY

How do I place a gift order? Can I include a message?

You have the opportunity to send your purchase as a gift during the checkout process. In Your Shopping Cart, select the Add Gift Options button for options. You can add a gift message to your packing slip at no charge. When your order is sent as a gift, pricing will not show on the packing slip. During the checkout process, indicate your gift recipient’s name and address for the Shipping Address, then use your address for the Billing Address.

Do you Offer Gift-Wrapping?

Our santons and stable come in a beautiful and luxurious box which can be considered as a gift box. However, should you wish additional gift-wrapping (such as wrapping paper, tissue paper and/or ribbons) we regret that we cannot offer this type of gift-wrapping at this time.

Do you offer gift cards?

We cannot offer gift cards at this time.

Do you have a CHATEAU de FANJ Gift Registry?

We cannot offer a Gift Registry at this time.

 

PRODUCT AVAILABILITY

Are your products available in local retail stores?

At this time our products are only available on our website.

Do you have a Product Catalog?

We have an electronic catalog on our website but do not mail a printed catalog to our customers.

Can I become a CHATEAU de FANJEAU retailer?

If you are interested in carrying our products, please contact us at customer@chateaudefanjeau.com.

 

TECHNICAL HELP 

What is the best way to view CHATEAU de FANJEAU website?

Our website is best viewed using the latest version of Internet Explorer, Firefox, Chrome or Safari.