FAQ
Is it possible to complete a service that is no longer in collection?
Clear crystal glasses #1, #2, #3 and champagne flutes from removed collections remain available for 5 years.
If a product is chipped or broken, is it possible to have it repaired?
Saint-Louis doesn’t offer a repairing service; however, we can recommend the following craftsmen:
Cristal Benito188 Bis Rue Gabriel Péri
92700 Colombes
Phone: +33(0) 1 42 42 60 76
Email : f.benito@cristal-benito.fr
Chrysalia Orfevre
40, rue des Mathurins, 75008 PARIS
92700 Colombes
Phone: +33 6 21 09 18 94
Email : chrysaliaboutique@gmail.com
If you are not near Paris:
- contact a crystal professional in your area
- If you can't find one, contact the auction houses or antique dealers in your area, who often call on the services of antique restorers.
If your product is not repairable and if this product is still in our product catalog, we can help you to identify it so that you can eventually purchase this model on our website.
How can I recognize a Saint-Louis product?
Until the 1940s, the Saint-Louis products were not systematically stamped. Following your e-mail, to answer you, if you want to obtain an identify and estimation, we invite you to contact, for example:
- The Drouot Auction House: deaccueil@drouot.com
- The Thierry de Maigret Auction House: contact@thierrydemaigret.com
- The antique dealer Olivier Py: prestivilege@gmail.com
What are the payment methods?
Saint-Louis offers you the opportunity of paying your purchases in euros with the following credit cards: MasterCard®, Visa®, American Express®, Maestro®, Apple Pay®, Paypal® and remotely by Adyen.
Is the payment secured on the Saint-Louis website?
Compagnie des Cristalleries de Saint Louis has implemented security measures to protect the personal information you provide against unauthorized access and use. All financial information you provide on the saint-louis.com website is stored on a secure site operated by Compagnie des Cristalleries de Saint Louis’s financial institution. Transactions conducted on the saint-louis.com website are protected by an SSL encrypting system.
What are the delivery areas of the Saint-Louis products?
The possible delivery areas of Saint-Louis products ordered via the saint-louis.com website are restricted to the following countries:
European Union, Monaco, United Kingdom, Switzerland, Lebanon, Qatar, EAU, United States, Canada, Mexico, Hong-Kong, South Korea, Japan.
Any delivery address situated outside these areas will be refused.
How do I personalize my crystal piece?
Enhance your crystal piece with a personalized engraving. Make it truly unique: matte or gold engraving, a date, a name, initials, or even a short phrase up to 40 chars, spaces included.
How long will it take to get a custom order with an engraving?
Please note that shipping and delivery times may be longer for personalized products. From the date of order, please expect a shipping and delivery timeframe of 15-20 business days.
Which crystal pieces can I personalize?
This service is offered on the selection personalized engraving . For any further questions, please contact our customer service via the personalization request section in the contact form .
Can I return an engraved piece?
Personalized piece with an engraving cannot be returned or exchanged.
What are the care instructions for Saint-Louis products?
We recommend a hand washing with a soft sponge and a mild detergent, then wiping with a soft, lint-free cloth. To remove marks left by tannin or limescale deposits, pour the same amount of white vinegar and lukewarm water into the object, leave for as long as necessary, then rinse. This can also be done before use or following a period of non-use to preserve the brilliance of the crystal.
If using a dishwasher: choose a moderate temperature program, use a small dose of washing powder and space the products sufficiently apart.
To facilitate drying and avoid condensation, place a long strip of absorbent paper inside the object, extending well beyond the neck.
To prevent any thermal shock, run the tea or coffee cups under warm water and cool the ice bucket with fresh water before use. For products decorated with gold or platinum, do not use a dishwasher or vinegar.
Where is your manufacturing factory? Can one visit it? Is there a Saint-Louis workshop boutique?
Our manufacturing factory and our workshop boutique, in Saint-Louis Lès-Bitche, nested in the middle of a green valley of “Vosges du Nord”, are open to the public. To book a visit to the factory, please contact: accueil.musee@saint-louis.com . To locate them and see the opening times, please click on the link below:
I would like to apply for a job, where can I send my application?
To candidate, we invite you to use our contact form thanks to the Join Us tab.
What are the shipping costs, and the time required for delivery?
Delivery to France and European Union countries:
Free shipping costs on all orders.
Delivery to countries outside the European Union:
- For orders of less than €1000, shipping costs will be charged. Processing and/or delivery charges are calculated according to the country of delivery and the value of the order. The Customer must pay these costs in addition to the price of the Products purchased.
- For orders over €1000, shipping costs will be free.
Time required for delivery allows 15 opening days between the date of your order and the date of delivery.
However, Saint-Louis reserves the right to split deliveries if all pieces are not immediately available. The customer will be offered a deadline for receiving the missing pieces or a refund for the pieces not available.
What can I do if the ordered product arrives damaged by transport?
Saint-Louis is committed, subject to available stock, to replace any products damaged by transport. If stocks were missing, the customer will be offered a deadline for receiving the missing pieces or a refund for the pieces not available.
What are the conditions for returning a product?
If the goods do not conform to your order or you are not satisfied with them, you may return them, exchange them or request a refund according to the following terms and conditions:
To the saint-louis.com website:
You are entitled to ask for the refund of any product ordered via the saint-louis.com website within the thirty (30) calendar days following the date of delivery, subject to the following terms and conditions:
Saint-Louis products shall be returned in their original condition and packaging, along with its original invoice (or a copy in case of partial return), with the written mention: “SUBJECT TO UNPACKING FOR BREAKAGE OF CRYSTALWARE”.
You must complete and attach the “Withdrawal form” below.
Withdrawal form :
If you wish to exercise your right of withdrawal - in accordance with the conditions provided for in article 5 - you may use the form below:
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For the attention of: Service saint-louis.com - Cristalleries de Saint-Louis, 57620 SAINT-LOUIS-LES-BITCHE
I hereby notify you of my withdrawal from the contract for the sale of the following product(s):
- Name (s) and reference (s) of the product(s):
- Ordered on:
- Received on:
- Order no.:
Name of the customer at the origin of the order:
Address of the customer at the origin of the order:
Signature of the customer in case of notification of this form on paper:
Date :
If you ask for a refund, Compagnie des Cristalleries de Saint Louis shall do its best commercial efforts in order to ensure that the refund will be made within fifteen (15) business days following the receipt of the Saint-Louis products returned by crediting your charge or credit card. Under no circumstances will it be possible to grant you an electronic credit usable on the saint-louis.com website, nor will the website issue a store credit for use in a Saint-Louis boutique. We do not refund any amount corresponding to a Saint-Louis products that you have received as a gift (please note that you are only entitled to a merchandise exchange in this case).
Transport costs incurred in returning or exchanging products are free of charge by contacting customer service, who will provide you with a pre-paid returns label. The Compagnie des Cristalleries de Saint Louis is free to decide whether the products are in their original condition when they are returned to saint-louis.com and to proceed with the refund.
To the Saint Louis boutique located in Paris, France
Any Saint-Louis product purchased (or received as a gift) from the saint-louis.com website may also be exchanged for a different Saint-Louis product or for a store credit in the Saint-Louis boutique located at 13, Rue Royale, 75008, Paris, France within thirty (30) calendar days following the date of delivery, subject to the following terms and conditions:
- Returned Saint-Louis products must be in their original condition and packaging.
- You must provide the original receipt along with your returns, or a copy of the receipt if you are returning part of your order.
The shipping costs of the first delivery of a product purchased on the saint-louis.com website will not be refunded when you return (for exchange or store credit) the product to the Saint-Louis boutique referred to above.
The Saint-Louis boutique does not offer refunds on any Saint-Louis products purchased on the saint-louis.com website. Under no circumstances will it be possible to credit your charge or credit card.
How can one contact us?
For any other questions or information, please contact our customer service by email relation-client-web@saint-louis.com or by phone +33 1 49 42 42 63 . Our team is available to answer to your question from Monday to Friday between 10 AM and 6 PM.
