FAQ

Customer services

1.How do you get in touch with customer services?

The Red Edition team is ready to help you with your enquiry, you have two ways of reaching us:

By email: info@rededition.com
By telephone: +33 (0) 1 43 37 02 87, Monday to Friday, from 9.30am to 1pm and 2pm to 6.30pm. The team will do its best to answer your questions and provide excellent customer service.

If you are a journalist: Contact our press office Agence Monday 8 by phone at 01 43 37 02 87

Ordering on www.rededition.com

1.How do I make my order?

If you are non-trade: go to our e-shop. You can simply add items to your basket, create your account and confirm your order. Alternatively create your account and then start shopping!
You can also call us to place your order on: + 33 (0)1 43 37 02 87
If you are trade, please contact our sales team on + 33 (0)1 43 37 02 87 or email us at: info@rededition.com

2. Can I make an order from outside of France?

Yes, you can make your order through our e-shop from outside of France. We will work out the costs of delivery for you and get back to you. We do not currently have the ability to calculate this automatically on the website. To finalise the order we will need confirmation by email or telephone.

3. Which countries do you deliver to?

We can deliver outside of France and will provide a quote for this.

4. Do you have a showroom?

Red Edition does indeed have its own showroom! The Red Apartment is open for viewing by appointment, find us at 55 rue de Bretagne, 75003Paris. For clients who are located outside of Paris/ IDF please contact us and we will provide you with the details of our nearest retailer to you.

5. Where is Red Edition furniture made?

All of our pieces are manufacture and assembled in Vietnam, (Ho Chi Minh City). All items are the result of an artisan based manufacturing process which requires time and precision. We rigorously selected the best partners for our business based on both the exceptional quality of their work and who they are as people. The local employees of our partner organisations are sub-contractors to Red Edition and benefit from excellent pay, being much higher than the average. We take enormous care and careful control that all our contractors are over the legal age to work and are provided with social protection. Our manufacturing facilities have had a social and environmental audit by ‘Butterfly Wing’ www. Ailedupapillon.com. The other part is made in Italy. In particular our cannage collection.

6. What is the typical delivery time to my order?

Typically when an item is ‘available’ it will be delivered approximately 7-14 working days after processing.
If the item you chose is ‘not available’ the arrival date of the item at our warehouse will be displayed on the website once your order has been processed. You can expect a further 7-14 working days to be added to the delivery time. We would also require a deposit of 50% of the value of the order as well as import tax. Once it is available we will contact you to finalise your order, we will then need the balance of the payment prior to dispatching the order.
No item can be delivered without full payment having been made.

7. Is it possible to have samples?

Yes we can provide you with samples of lacquer and fabric.

8. Can I have a VAT invoice?

You will automatically receive your invoice from the web-site. If your order was not confirmed by the website, please contact us for further assistance.

9. Is it possible to personalise a sofa, chair or armchair or a cushion with my choice of covering?

No we do not provide that service. The available choices of coverings are shown on our website.

Payment

1. How can I pay for my order?

We accept the major credit cards, for example Visa and MasterCard.
We can also take payment over the phone as well as provide our bank details for you to make a bank transfer.

2. Is my payment secure?

The Red Edition website uses an extremely carefully selected secure payment solution provided by Mercanet BNP. Red Edition has no access to confidential information provided by customers whilst making payment. This is why your payment details are requested each time you make an order with us. Only Mercanet receives your information and it is completely inaccessible by its customers.

3. Can I pay once I take delivery of the order?

No item can be delivered without full payment being made beforehand.

Returns and refunds

1. Can I return my purchases?

Nothing is more important for Red Edition than the satisfaction of its customers. If despite all our efforts and attention to detail to the whole process from design to manufacture you receive a product that does not meet your expectations, Red Edition will without quibble refund your item upon its return, minus the delivery costs.
We allow you 7 days to think about whether to return your order (including the day of delivery).
This right of return is provided without penalty and does not include delivery costs.
We will instigate the refund once we have received the item and checked it. This will take approximately 3 weeks.
Items made to order specifically for the client cannot be returned for a refund unless there is a manufacturing fault. This is generally in the case of sofas or seats (an out of season fabric).

2. What do I do my order arrives damaged?

We have put in place extremely rigorous quality controls, both at our manufacturing facilities and our warehouse. It is extremely unusual but possible for errors to occur. Please get in touch immediately following your delivery to let us know. Please provide photographs of the damage. Our customer services team will then work with you to provide options for resolution.
Red Edition recommends that you complain about the condition of the delivered items to the delivery company.
If you do not unpack your items in the presence of the delivery agent please keep all delivery documentation and packaging.

3. How long are your products under warrantee for?

Red Edition products are guaranteed for 3 months.
With regards to hidden screws. The warrantee is pertinent to articles L.211-4 and follows the consumer’s code and the guarantee of hidden screws, mentioned in articles 1641 that follow the civil code.

Delivery

1.Can I collect my own items in order to avoid delivery charges?

No, it is not possible to avoid transportation costs as it is our own logistics provision, based in Villejust (91) which organises deliveries. It is therefore not possible to organise for you to pick up your items.

2. How and where can I have items delivered?

We will provide you with a bespoke quote and details for overseas orders.
If you want a ” Premium ” service ( delivery  up to 2 floors up with unpacking service) , contact us at  + 33 (1) 43 37 02 87  or by email: info@rededition.com , we will send you a quote .

1 / STANDARD service provides delivery to the ground floor of your building or home. You will be contacted by telephone in order to make the appointment for delivery. It is delivered by one person. The article is delivered on a pallet (for larger items) and unpacked. Removal of packaging not included.

2 / PREMIUM service offers a superior quality delivery. – We make an appointment with you in order to customize the delivery (day, date and time slot). Large items requiring two people, appointments mainly available on Wednesday all day and Saturday morning – Transport of the goods to your home, mounted on the floor (access check required), mounting of legs and removal of packaging provided. – Not included in this service: other furniture or objects , removing doors from home or other fixed elements , removing old furniture , freight movement …

3 / the POSTAL Service ( Collissimo , Chronopost , TNT, Fedex … ) for small articles.

3. What is the average time for the completion of my order?

In general, when an article is “available”, it means it will arrive after order processing (validation and settlement), with an average of between 7 to 14 business days. If the selected item is not “available” the time will be indicated on the site during your checkout, it will then add the average processing time of your order and delivery (7-14 days). A deposit is required to reserve the furniture (50% of the amount of the order + shipping). When available we will contact you to finalise your order (payment of balance required before shipping the order) Our time availability varies by item ordered, this is shown on each product (excluding delivery).

4. What are the delivery costs?

We wanted you to have accurate information about the shipping: for every purchase we will notify you when ordering the cost of transport. This is based on the delivery address, the weight of ordered products and the service selected. The delivery charges will be shown in the basket and will be subject to approval by the Client prior to the validation of the basket (for France). For an estimate, the customer can make a simulation of its purchases on the site. In all cases the indication is only estimated and the price used in the validation of the basket has contractual value exceptions such as delivery problems or special delivery methods that can lead to additional costs (eg the rental of a load lifter).

5. I have purchased several item, will they be delivered at the same time?

If all your items are available, they will be delivered together. If one of the items ordered is out temporarily out of stock, we will wait for the new stock to arrive, to deliver everything, unless you indicate otherwise.

6. How can I ensure my furniture fits through the door?

Before placing your order, please check the dimensions of your package. These are displayed on the “technical details” of the product page. Consider also the navigation of stairs and corridors. The provision of lifts is not included, but you can still contact us for a quote for the additional service.

7. My order has been under validation/processing for a long time, is this normal?

We would first like to apologize to you. If the average period specified in the checkout process has been passed and no information has been provided by our services, we invite you to contact us for more information.

8. Is your logistics partner responsible for removing the packaging of my order?

This service is included in the service delivery “PREMIUM “. This service is not included in delivery “STANDARD” in the delivery or ” POST “.

9. I should receive a delivery in the next few days but I have not been contacted  to make an appointment?

We will approach this with complete professionalism. Our logistics partners will contact you before delivering you to tell you the status of your order. We will work very hard to provide excellent service and work strictly with the best selected providers. Despite our best efforts, errors may occur. In this case, call us straight away and our customer service will take care of your delivery problem.

10. I can no longer be present on the arranged delivery date?

This will depend on the chosen logistics provider and delivery method, contact our customer service at + 33 (0)1 43 37 02 87.

Maintenance of furniture

1. How do I maintain my furniture?

Lacquer completely handcrafted, the item you have purchased is the result of a long process of manufacture that can sometimes take up to three months to complete. Many layers of paint were applied to this item; therefore it is more hard wearing but still requires attention. To ensure that your lacquer keeps its natural glow for many years, we recommend that you follow the following maintenance tips:

>Do not expose the paint continuously to sunlight

>No candles

>Wipe off the dust with a soft, dry or wet cloth

>Wash in warm water with a mild washing up detergent. Rinse with warm water and dry immediately. If you do not want it to be too slippery, we encourage you to protect it (coasters, table mats, table settings).