FAQ

Here you will find many answers to your questions and if, however, you do not find what you are looking for, send us your request using the contact form and our teams will be happy to answer you.

THE PRODUCTS

  • What is a Jacquard weave?

Jacquard weaving is a weaving technique made from a jacquard loom. This was invented by Joseph Marie Jacquard in 1801 in Lyon. The mechanics allows each warp thread to be controlled individually, which allows an infinite number of weaves (interweaving of the warp threads with those of the weft). This weaving technique brings nobility and richness to fabrics thanks to the possible relief effects.

  • Why is there a slight difference between the dimensions indicated on the site and those of the product actually received?

Fabric is a "living" material. Natural fibres are not fixed and may change slightly over time. During the weaving process, different parameters can affect tension on the fibres, such as the humidity level or the temperature, which will have a slight impact on the dimensions of the product from one production to another.

  • How are Jules Pansu fabrics / products made?

Jules Pansu products are woven in our factory, Les Tissages de la Lys, located in the north of France and labelled EPV. Wherever possible we work with local and French suppliers to reduce transport and our CO2 emissions and furthermore to contribute to maintaining an ecosystem of textile companies in the Hauts de France region. The companies we work with respect the Oeko Tex standards, a label certifying that the textiles are free of substances that are toxic to the environment and the body.

  • How do I maintain my Jules Pansu cushion/tapestry?

Our products are not machine washable. Occasional dusting and/or dry cleaning by a professional is possible. In order to remove creases, you can use an iron, medium temperature, on the back of the product. If you iron the front side, it is advisable to put a clean white cloth between the iron and the cushion/upholstery.

  • How do I hang a wall tapestry?

The lining of our tapestries is equipped with a runner and eyelets that allow hanging in two ways:

Runner: It is used to slide a rod or a wooden bar which will be fixed to the wall in order to hang the tapestry.

Eyelets: Attach hooks to the wall, respecting the spacing between each eyelet, then hang each one on each hook.

 

PAYMENT

  • What are the available payment methods?

We offer the following payment methods:

- Credit card, Visa, Mastercard.

The payments by credit card are assured by our partner PayPlug. The transaction is secure and confidential. We are never in possession of bank details, thanks to SSL encryption which guarantees a high level of security.

- Payment by bank transfer.

You can pay by transfer to our bank account without forgetting to indicate your order number in the wording of the transfer. In this case, your order will be confirmed and shipped upon receipt of payment by our accounting department. You have 7 days to make the transfer from the date of your order. After this time your order will be cancelled.

- Payment by cheque

You can pay by cheque to the order of Jules Pansu SA to be sent to the following address:
JULES PANSU - E-SHOP - 42 rue du Faubourg Poissonnière 75010 PARIS Payment by cheque is only possible if your bank is domiciled in France.
Your order will be confirmed and shipped after funds have been received in our bank account.
You have 7 days to send us your payment. After this period your order will be cancelled.

  • How do I pay for my order with a credit note or promotional code?

To benefit from your credit note or promotional code, simply enter the corresponding code in the "Discount Coupon/Credit Note" section of your shopping basket.

  • My payment was refused

If your payment was not successful, you can try again with another payment method. If you are still unable to pay for your order, please contact our customer service team at contact[at]pansu.com

  • Is VAT included in the selling price of the products?

All the prices of our products are in Euros and show all taxes included (TTC) for France and the European Union (EEC). The applicable rate is the one in force in France at the time of placing the order. For shipments outside the EEC, your order will be invoiced without tax.

 

DELIVERY & RETURNS

  • What are the delivery times and delivery costs?

Orders are prepared within 2 to 3 days and then shipped either by Colissimo or Fedex. Delivery is made within 48/72 hours for metropolitan France. Delivery to countries in the European Union takes 4 to 8 days, and takes 4 to 20 days to the rest of the world.

In the case of delivery outside of the European Union, including Switzerland and the United Kingdom, customs duties and taxes may be applied. These costs are to be paid by the customer.

You will be notified by e-mail as soon as your order is shipped and you will receive a tracking number to follow the progress of your order.

If your basket contains several items, some of which are pre-ordered, a single shipment is planned as soon as all products are available.

  • Can I ship to another country?

Any order placed on the Jules Pansu website can only be sent to the destinations offered.

  • What is the status of my order?

We ship your orders by Colissimo or Fedex. To find out the status of your order, you can click on the links below corresponding to the chosen carrier and indicate the tracking number you received by email.

  • My parcel is missing

We invite you to contact our customer service by email at the following address: contact[at]pansu.com

  • Do I have to sign for my order?

Yes, your order must be signed for to be delivered. It is therefore preferable that someone be present at the delivery address indicated during the day. In case of absence, the carrier will leave a notice indicating a new delivery date or the address of the post office where you can collect your parcel. If it is not collected within two weeks, it will be returned to us. In this case, re-shipment will be possible, at your expense.

  • How can I exchange products purchased online?

Jules Pansu gives you the opportunity to return purchased products within 14 days of receiving your order.

The products must be returned to us new, unwashed (even by a professional) in their original packaging with their labels.

To receive a return form, send us an email to: contact[at]pansu.com

In the case of a personalised product, this one can neither be taken back, nor exchanged in accordance with article L121-21-8 of the French Consumer Code. You therefore have no right of withdrawal

The return is at the customer's expense and at the customer's risk. In the event that the customer does not respect these conditions of return, Jules Pansu will not be able to proceed to either issuing a refund or a credit note for the products in question.

ATTENTION: Products purchased from a retailer or online store other than Jules Pansu cannot be exchanged by us. Please contact your retailer to find out their exchange or refund policy.

  • Can I cancel/change my order?

Once you have confirmed your order, you cannot cancel or change it. This is passed on to logistics and is usually already in preparation. If you change your mind, you have a fourteen day cooling off period to request a return.

 

THE COMPANY

  • What is the EPV label?

The Living Heritage Company (EPV) label is the only State distinction associated with the recognition of exceptional know-how. Created under the aegis of the public authorities and based on a rigorous selection process, it enables the high technicality, creativity and cultural significance of manufacturing activities to be highlighted. Our factory Tissages de la Lys has held this label since 2012.

  • What is Les Tissages de la Lys?

Les Tissages de la Lys is our factory located in the north of France in Halluin. It is here that all our products are woven by passionate people who wish to keep the made in France tradition alive and pass on their know-how.

  • What will I receive when I subscribe to the Jules Pansu Newsletter?

Once a month at most you will receive information in our newsletter about our house and about certain places, exhibitions that have caught our attention or simply invite you to visit us to find out what’s new with us.

Please note that we only use your data to communicate with you, we do not share it.

  • Become a Jules Pansu distributor

Would you like to become a Jules Pansu distributor? Contact us via the contact form by ticking the "professional" box. Fill in the different fields and tell us who you are. Please indicate the name and address of your shop.