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frequently Asked Questions

frequently Asked Questions

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  • Order & Payment Order & Payment Order & Payment
  • Gien Products Gien Products Gien Products
  • Shipping Shipping Shipping
  • Returns & Exchanges Returns & Exchanges Returns & Exchanges
  • Privacy Policy Privacy Policy Privacy Policy
  • Contact & Stores Contact & Stores Contact & Stores

Why do I need a password?

When you create a password, it allows you to access your account information. Once entered, your contact, delivery and payment details will be stored and you will not have to re-enter them when you make your next order. You can also track your order status and order history. Your password is unique to your email address and ensures that your account details remain secure. You can sign in to your account information at any time to edit any of your account details.

How do i know if my order is confirmed? What happens if the product is out of stock?

Once the order has been placed, you automatically receive an order confirmation to the email address you provided us with. Generally, if an item is showing on our website then it is available to order. However, during busy periods where demand may outweigh the amount of stock we have, we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible and most of the time, we will indicate a delivery date for the out of stock products, should you be willing to wait.

Can I cancel my order?

Unfortunately, we are unable to cancel orders once they have been placed. You can refuse the delivery or send the goods back to us for a full refund within (15) fifteen days. Shipping charges back to Gien will be at your own expense.

If you experience any issues regarding your order, please contact our Customer Service at 1-855-430-4436 or wecare@gien.com

I am facing a technical problem and cannot place an order, what shall i do?

You can contact us by calling our Customer Service at 1-855-430-4436 or emailing us at wecare@gien.com and we will gladly assist you.

What payment methods does Gien accept?

We only accept payment by cards such as Visa, MasterCard and American Express.

Is it safe to use my credit card?

All online payments are processed through a secure checkout system. Should you prefer to place an order on the phone, please contact our Customer Service at 1-855-430-4436, Monday to Friday 9am-5pm EST. We will place the order for you or answer any question you might have.

Where is Gien Faïence manufactured?

Gien Faïence (earthenware) has been exclusively made in in France in the small town of Gien perched on the banks of the Loire River for the last 2 centuries. Every stage of creation takes place in Gien, France, from locally sourced raw materials to authentic handcrafted designs and final production. The raw materials used (sand, clays, and kaolin) are drawn from French soil. Every item of Faïence is made at the factory located by the Loire river. Slip and clay paste are produced using an undisclosed recipe dating back to 1821. Glaze recipes, plaster casts, Faïence biscuits, and paint recipes are also produced, all the way through to the final product.

Gien’s artisans adhere to the company’s original crafting techniques, turning raw clay into pieces of stunning beauty: traditional faience of the highest quality. Stronger than pottery or ceramics, Gien products are designed for everyday tableware.

 

What are the different decoration techniques used ?

Chromolithography

The pattern is printed on a chromo or decal which is then applied to a piece of white glazed Gien by hand. The piece is then fired at a temperature of 1,040 degrees Celsius. This melts the glaze which enables the colors on the decal to merge into it making the pattern unalterable. The pattern is held fast within the glaze guaranteeing that the colors endure for decades.

 

Hand Painting

This technique requires a high degree of skills and is done exclusively for Prestige items. The piece of Faïence, before being glazed, is hand printed using 18th century techniques with engraved copper plates. The pattern print obtained from the copper plate transfer is applied to the Faïence biscuit. Then the piece is painted by hand.

All the different shades of color are produced in our laboratory. It takes at least 3 years of training to master the technique. The process takes a long time and is a very meticulous task. Each hand painted piece is unique and signed by the painter.

How can you explain the Price ?

People at the Gien Faïencerie are keen to respect the traditional manufacturing techniques which are the bedrock of its reputation. Pieces are handmade in France, which requires many hours of work, as well as special care to ensure the final product is perfect. A Faïence dinner plate passes through 30 different pairs of hands during the production process, making the process intricate and time-consuming. It is a gradual, step-by-step method, which demands time, concentration and patience.

The price of different pieces varies from one collection to another, depending on whether they are hand-crafted or hand-painted. A high degree of attention is paid to detail, such as hand painted banding. Features like handles and lid knobs are crafted separately and glued on, one by one, by hand, using a special slip preparation. In the case of many collections, the product is hand painted. The hand-painted collections require significantly more time and skill, further raising the price.

Each item in a hand painted collection is a unique and outstanding piece of craftsmanship in its own right. The price of Gien’s quality pieces reflects the brand’s level of manufacturing skills and requirements. Gien chromo pieces are the product of a manufacturing method requiring a high level of skill and using a broad palette of colors. The result is a remarkable and unique product with a finish of exceptional intensity and radiance.

Are the small marks underneath each piece a defect ?

Gien pieces are placed on tiered racks which are then transferred into a kiln to be fired. These racks resemble tall columns of shelves. The shelves leave small traces of glaze where they touch the underside of the pieces. The traces are then buffed by hand. In effect, they are a distinctive feature of Gien Faïence.

Why is the base of the plate not glazed ?

The absence of glaze on the base of the plate is intentional. It allows multiple plates to be stacked on top of each other without scuffing. The base is buffed and put through a unique coating process specific to Gien manufacturing.

Is Gien Faïence dish-washer, micro-wave, fridge or freezer safe ? oven-proof ? 

Microwave: Yes, for quick reheating, but not for thawing or cooking food. Faïence contains air and water, and if it is subjected to lengthy microwave exposure, the two elements may become unsettled and could consequently alter the glaze.

Oven: Faïence, like china, should not be placed in the oven for any length of time. However, our stoneware oven-to-table items are adapted for this type of cooking.

Refrigerator: Gien Faïence can be stored in the refrigerator. To avoid thermal shock effects, it must not be transferred directly from the refrigerator to a source of heat (from the refrigerator to the microwave oven, for example).

Deep Freeze: Gien Faïence must not be deep frozen. The risk of thermal shock on defrosting is too great.

Dishwasher: Gien Faïence is dishwasher safe, except for Prestige items which are to be handled with special care as they are hand-painted. Even so, to keep your Gien goods looking like new for as long as possible, choose a gentle detergent and select a low temperature cycle.

How should I take care for my Gien Faïence ?

Gien patterns are permanent and their colors will not fade over time. If you take care of your Gien pieces, you will be able to use them for decades. Pieces which were made to order in the 19th century are still in use today in many stately homes and chateaux throughout Europe.

Gien ships all orders using Fedex. We offer two options: Standard shipping through Fedex Ground and 2nd day shipping, within contiguous U.S.

Please note that Gien only ships during business days (Monday-Friday). We do not ship to international addresses, PO boxes and APO boxes.

 

Shipping policy

Our Shipping charges are intended to compensate our company for processing your order, handling and packing the products you purchase and delivering them to you.

 

In order to calculate your shipping charges please refer to the chart below.

  • Charges below are based on the total value of merchandise shipped to each address.
  • Oversized shipping charges may apply to some items due to large size or bulkiness

 

Shipping destinations within the contiguous US

Merchandise Total ($)

Standard shipping

2nd day shipping

Up to $50.00

 $8.95

 $21.90

$50.01- $100

 $12.95

 $25.90

$100.01- $150

 $16.95

 $29.90

$150.01-$200

 $19.95

 $32.90

$200.01-$250

 $24.95

 $37.90

$250.01-$300

 $27.95

 $40.90

$300.01-$400

 $34.95

 $47.90

> $400.01 & over

 $39.95

 $52.90

 

Standard shipping (ground)

Standard shipping normally arrives 3-8 business days after we ship, depending on your location. Deliveries are from Monday through Friday. Orders received by 12pm EST will ship within the next two business days.

We reserve the right to group orders purchased at short intervals if they are to be shipped to the same delivery address.

 

2-Day Shipping

Orders received by 12pm EST will ship the next business day, and should arrive by Fedex two business days after we ship.  Deliveries are from Monday through Saturday. This option is only available for destinations within contiguous U.S.

Should delivery of goods be delayed, Gien America cannot be held responsible.

 

Shipping destination Outside of the Contiguous U.S.

If you wish to ship your order to Alaska, Hawaii or Puerto Rico, please contact our Customer Care service at 1-855-430-4436 or wecare@gien.com. We will give you more information about rate and timing depending on your order.

Please note that we do not ship to PO boxes and APO boxes. international addresses.

 

Tracking your order

Once your order is shipped, we’ll send you a shipment notification by email, which will include your tracking information.

 

Questions about your order?

If you have any questions regarding your order or our shipping policy, please contact our customer care at 1-855-430-4436 or wecare@gien.com

Return Policy

At Gien, we take great attention in the quality and craftsmanship of our products. If within 15 days of receipt, you are not gladly satisfied with your purchase for any reason, please let us know so we can process your return.

Please note that Gien USA e-boutique only accepts returns or exchanges for items purchased through www.gien.com/us. As well, Items purchased through www.gien.com/us cannot be returned or exchanged at Gien retail partners.

Please note that all items must be returned unused, in their original condition (packaging and labelling included). We will not accept return products which might have been used, modified, washed or damaged.

Final sale items and personalized items are not eligible for returns or exchanges.

 

How to return an item?

To return an item, first please contact our customer service team within 15 days of your receipt via phone at 1-855-430-4436 (from 9am to 5pm EST Monday through Friday) or email us at wecare@gien.com.

To expedite the return process, please have your order number ready, as well as the name and reference number of the product(s) you wish to return.

Please return items within their original packaging, within a protective cardbox outer box and ensure that product(s) are packed well to prevent breakage. Gien America is not responsible for items damaged or lost in transit.

Ship your return package using your preferred trackable and insured shipping method, and keep record of tracking and carrier information. Additionally, we cannot provide credit for packages lost during return shipment if proof of delivery is unavailable. Gien America is not responsible for the cost of return shipping.

Returns are processed in the order in which they are received and credits may take up to 10 business days to appear on your account.

 

Refund

Refunds will be issued to the purchaser's credit card or debit card within 30 days of return receipt. We will issue a refund for the full price of any product properly returned in accordance with the terms of this return policy, excluding the original delivery charges and the costs of returning the product to us.

Please note that credits may take up to 10 business days, depending on the bank processing time.

 

Exchange

To arrange an exchange, please contact our customer service at 1-855-430-4436 or by email at wecare@gien.com. All exchanges should be requested within 15 days of your receipt. Customer is responsible for the return shipping cost.

Exchanges are processed initially as a return and the credit card used for the original purchase will be refunded. Then we will place a new order for the exchanged items and charge the method of payment you will provide.

 

Gift returns

To arrange a gift return, please contact our customer service at 1-855-430-4436 or by email at wecare@gien.com with your order number. All gift returns should be requested within 15 days of your receipt. Store credit of equal value will be issued. Customer is responsible for the return shipping cost.

 

Damage, Defective or Mis-Shipped Items

All items are quality controlled and carefully inspected before shipping to our customers. Should you receive an item that is not in perfect condition, please contact us immediately at wecare@gien.com or 1-855-430-4436.

To ensure your refund or replacement is processed as quickly as possible, please have your order number ready, as well as the name and reference number of the product(s) you wish to return. For defective items, refund will include original shipping costs.

Items should be returned in their original packaging to ensure they are adequately protected in transit. We also strongly advise to use a secure, trackable means to return your order to us and that you keep a proof of sending.

 

Questions about Returns & Exchanges?

If you have any questions, please contact our customer care at 1-855-430-4436 or wecare@gien.com

 

Thank you for visiting www.gien.com/us (the “Site” or “Website”), the official US e-boutique of Gien. Ensuring the privacy and security of your personal information is very important to us. Our Privacy & Security Policy outlines the information we collect about you, how we use, disclose and otherwise manage this information and the choices you have to restrict our usage of this information.


This Privacy Policy applies to any personal information collected through the Site, in circumstances when you knowingly provide such information to us.

 

Collected information

We do not collect personally identifiable information about you, except what you provide to us. This may include, for example, your name, date of birth, email address, postal address, telephone number, whether you are male or female and your product preferences.

Our goal is to record information needed to process your orders. Any purchases, services, content or samples available on the Site are for personal use only. You may not sell or resell any of the products, services, content or samples you purchase or otherwise receive from the Site. We reserve the right, with or without notice, to cancel, limit or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.

 

Customer service

When you contact us with a question, feedback or other comment, you may be asked for information that identifies you, such as your name, address and telephone number. We collect this information to verify your identity and to help us promptly answer your question or respond to your comment or feedback. We may retain this information to assist you in the future. We also may use your feedback, suggestions and comments to monitor and/or improve our products or website.

 

Cookies

You can visit this site www.gien.com/us without telling us who you are or providing us with any personal information. We collect some anonymous information about how you use the site by setting and accessing cookies on your computer.

We use cookies to better understand your use of the Gien website so that we may continue to improve and perfect the website. These cookies track information such as how often you visit our web site, what pages you view, and where you go after you leave the site. The cookies track your computer, not you. They are not connected to any personal information about you.

If you do not wish to have cookies on your system, you can set your browser preferences to disable them. However, if you decide not to accept cookies, you may not be able to take advantage of all the features of Gien website.

 

Information we share

When you submit your personally identifiable information on the Site you are giving your consent to the collection, use and disclosure of your personal information as set forth in this Privacy Policy. Gien may use the personal information you provided to access and process any orders you may place at the Site. Otherwise we may use the personally identifiable information you provided us only to review our performance, improve our service to you or to communicate with you about an order placed on the Site.

In the normal course of serving its clients, Gien America may disclose the personal information you provided us to our affiliates and agents. We may transfer (or otherwise make available) your personal information to other members of the Gien corporate family and other third parties who provide services on our behalf. We may use service providers to process data, host our website, and send emails, in order to help us to better understand your use of our website and refine and improve the website. These companies may store and process this information for Gien.

All our service providers are required to maintain the confidentiality and security of your personal information and to use it only in compliance with applicable privacy laws. These companies are not authorized to use your information in any manner, other than in helping us to provide you with products and services.

We may also disclose specific personal information about you if required by law, governmental request or court order.

 

sale of business

Gien may transfer any information we have about you in the event of a merger with a third party or upon a sale or transfer of all or a portion of our business or assets to a third party acquirer.

 

accuracy & retention of personal information

We only keep your personal information as long as necessary for the purposes for which we collected it, or as otherwise required by law.

We are committed to keeping our records as accurate as possible in updating the personal information you provide us. You may access, update or correct all the personal information you provide by contacting our Customer Service via e-mail wecare@gien.com. Please be sure to include your eMail address, full name and, if you are registered with the Site, your password. Please note that it may take up to 15 business days to update your personal information or to remove you from our list.

 

security and personal information

Your privacy is important to us. We have implemented measures to ensure the security of your personal information and we maintain reasonable administrative, technical and physical safeguards to protect against the loss, theft and unauthorized access. Use, modification and disclosure of personal information are in our custody and control. Access to personal information is intended only for employees and authorized service providers who require such information for the purposes described in this Privacy & Security Policy.

To provide you with an increased level of security, online access to certain personal information may be protected with a password you select. We strongly recommend that you protect your own privacy and that you do not disclose your password to anyone. We will never ask you for your password in any unsolicited communication.

 

policy changes

We may periodically update this Privacy & Security Policy for new, unanticipated uses not previously disclosed. Any changes made will be posted here. We will treat your personal information in accordance with the Privacy & Security Policy in place at the time your information was collected.

 

contact us

Feel free to contact us with any questions about our Privacy & Security Policy or the way we treat your personal information or to withdraw your name from an email or other marketing list.

If you wish to access or update the personal information we have about you, or to correct factual errors in our records, please email us or write to us at the address below. To protect your privacy, we will take reasonable steps to help verify your identity before granting access or making corrections.

You can contact us by email wecare@gien.com  or through our contact form 

By Calling 1-855-430-4436

By sending a letter to our Customer Service. Please be sure to include your email address, full name and physical address:

Gien America Customer Service

25 Main street, 3rd floor

Tuckahoe, NY 10707

Where can I buy Gien products in my area?

You can either shop online on this website and get your goods delivered, or you can find a list of our stores and distributors using our Store locator

 
For information about the Museum & the Factory visits

If you are traveling in France and want to visit our Museum or Factory in Gien, you can contact our team in France for further details: museegien@gien.com or phone (French number): +33 2 38 05 21 06

 

You have another Question?

For any other questions or requests, please contact our Customer Service at wecare@gien.com or 1-855-430-4436. You can also use our Contact Form