Aide & support
Frequently Asked Questions
Delivery, returns, warranty, installation: find answers to the most frequently asked questions here. Can't find your answer? Our team based in Limoges will respond within 24 business hours.
Delivery and tracking
How long does it take to receive my order?
Here are our estimated delivery times:
| Order cutoff time | 5:00 p.m. (Paris time) |
| Processing time | 3 business days |
| Transit time | 2 to 4 business days |
| Estimated delivery time | 5 to 7 business days |
Any order confirmed and paid for before 5:00 p.m. (Paris time) on a business day is processed the same day. After 5:00 p.m., or on weekends and holidays, it is processed on the next business day. Orders are neither prepared nor shipped on weekends and holidays. For more details, see our shipping policy.
Is delivery free?
Yes, delivery is free for all orders shipped to mainland France (including Corsica), with no minimum purchase. No shipping costs are added at checkout.
For more information, see our shipping policy.
Do you deliver internationally?
No, we currently deliver exclusively to mainland France, including Corsica. French overseas territories and international destinations are not served at this time.
How can I track my order?
As soon as your package has shipped, you will receive an email containing your tracking number and a link to track your delivery in real time. Haven't received it? Check your spam folder, then write to us at contact@faubourgfils.com with your order number.
My package arrived damaged. What should I do?
If possible, refuse the package or make a note of the damage with the carrier. Take photos of the product and the packaging, then write to us as soon as possible, ideally within 48 hours, at contact@faubourgfils.com. We will replace or refund the item at no cost to you.
Orders and payment
Can I cancel my order after placing it?
Yes, as long as it has not yet shipped. Write to us at contact@faubourgfils.com with your order number: it will then be fully refunded. If it has already shipped, simply follow the return procedure.
What payment methods do you accept?
- Bank card: CB, Visa, Mastercard, American Express
- Wallets: Apple Pay, Shop Pay
- PayPal
- Payment in 4 installments with PayPal or Klarna, subject to approval by the provider
All prices are in euros, including VAT. Payment is processed over a secure connection, and no complete banking details are stored on our servers. For more details, see our payment methods page.
Can I place a bulk order for my business?
Yes, we accept bulk orders, for example for a hotel, restaurant, or interior design project. Write to us at contact@faubourgfils.com specifying the models and quantities you want: we will get back to you with availability and lead times.
Returns, refunds and exchanges
What is your return policy?
You have the legal 14-day right of withdrawal, which we extend to 30 days from receipt.
- During the first 14 days, you can handle the item as you would in a store to inspect it. Only a reduction in value due to handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be deducted from the refund.
- From day 15 to 30, the item must be returned new, uninstalled, in its complete original packaging.
To make a return, write to us at contact@faubourgfils.com with your order number: we will provide you with the return address and instructions. All the details are in our refund policy.
Who pays the return shipping costs?
In the event of a defective, non-compliant, or damaged product during transport: the costs are borne by us. In the event of a simple change of mind: return costs are borne by you. No restocking fee is applied. We recommend using tracked shipping.
When will I receive my refund?
As soon as we receive and inspect your item, the refund will be issued within 7 days to the payment method used for the order. The time it takes to appear in your account then depends on your bank or provider. For more details, see our refund policy.
How can I exchange a product?
The easiest way is to return the item for a refund, then place a new order for the desired model. This guarantees its availability and a shorter delivery time.
Warranty and defective products
Do you offer a warranty on your lighting fixtures?
Yes. All our lighting fixtures benefit from a 3-year faubourg & fils commercial warranty from delivery, in addition to legal warranties.
- What is covered: manufacturing defects and electrical system failures (integrated LED, driver, socket, internal wiring) occurring during normal use.
- What is not covered: breakage or accidental damage, installation not compliant with the NF C 15-100 standard or the indicated protection rating, product modification, normal wear and tear, replaceable bulbs, and natural variations in stone or wood.
- What we do: repair, replacement with an identical or equivalent model, or refund if none of these solutions is possible. Shipping costs related to the warranty are borne by us.
- How to activate it: write to us at contact@faubourgfils.com with your order number, a description of the problem, and a photo or video.
Guarantor: faubourg & fils, 1 Rue des Frères Bonneff, 87000 Limoges, France. The warranty applies to products delivered in mainland France.
Regardless of this commercial warranty, you benefit from the legal warranty of conformity (Articles L217-3 et seq. of the French Consumer Code), for a period of 2 years from the delivery of the goods, and the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code). Under the legal warranty of conformity, you can choose between repair and replacement of the goods, subject to the cost conditions provided by law, and you are exempt from proving the lack of conformity during the 24 months following delivery.
What happens if I receive a defective product?
If your lighting fixture does not work upon receipt, or does not match your order, write to us at contact@faubourgfils.com with your order number and photos. We will replace it or refund you, and the return costs will be entirely borne by us.
A defect that appears later is covered by our 3-year warranty and by legal warranties. For more information, see our refund policy.
Our lighting fixtures and their installation
How are your lighting fixtures connected?
Our wall lights connect to the electrical network via a wall cable outlet, our pendant lights, chandeliers, and ceiling lights via a ceiling junction box. All are operated by your existing switch. Each lighting fixture is delivered with its mounting kit and instructions.
Always turn off the power at the circuit breaker before working. We recommend hiring a qualified electrician and complying with the NF C 15-100 standard. If you do not yet have an electrical outlet in the wall or ceiling, an electrician can install one in a single visit.
Are your lighting fixtures compatible with a dimmer?
It depends on the model. Compatibility is indicated in the specifications of each product page. If in doubt, write to us before ordering: we never list a model as compatible without certainty.
Is the bulb included?
It depends on the model. Integrated LED models do not have a bulb to replace. For models with a socket (E27, G9, etc.), the product page specifies whether the bulb is included.
Can I install a wall light in a bathroom or outdoors?
Only models whose protection rating (IP) allows it, in compliance with the volumes defined by the NF C 15-100 standard. An IP20 model is reserved for dry rooms. Our outdoor wall lights are grouped in the Outdoor Wall Light collection.
At what height should a wall light be installed?
Approximately 1.60 to 1.80 m from the floor for a hallway, entrance, or living room. For a headboard, allow about 1.10 m from the floor, or 20 to 30 cm above the mattress. On either side of a bed or mirror, install the two wall lights at the same height for a symmetrical look.
Why do the stones vary from one lighting fixture to another?
Alabaster, travertine, and marble are natural materials: shade, veins, and pores vary from one piece to another. The stone you receive will therefore not be exactly like the one in the photo. This is not a defect; it is what makes each lighting fixture unique.
About faubourg & fils
Where is faubourg & fils located?
faubourg & fils is a French company based in Limoges, specializing in decorative lighting. Wall lights are our specialty, and we also offer pendant lights, chandeliers, and ceiling lights, with free delivery to mainland France. To learn more, discover our story.
Do you have a physical store?
No, we sell exclusively online. That is why we give you 30 days to discover your lighting fixture at home, in your interior. Our address: 1 Rue des Frères Bonneff, 87000 Limoges, France.
How can I contact customer service?
By email at contact@faubourgfils.com, by phone at +33 7 56 92 53 99, or via our contact page, Monday to Friday from 9:00 a.m. to 5:00 p.m. (Paris time). We respond within 24 business hours.
Another question?
Our team based in France is at your service.
Email: contact@faubourgfils.com
Phone: +33 7 56 92 53 99
Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. (Paris time)
Address: 1 Rue des Frères Bonneff, 87000 Limoges, France
Response time: within 24 business hours
