Frequently asked questions
Products & Availability
Is there a catalog of your items?
We do not have catalogs grouping together all the products we distribute.
The catalogs of the different brands can be consulted in store.
How to know the availability of your articles?
If the item is for sale on our site under the product tab, its availability is displayed “ in stock ”.
If the item is on sale on our site under the product tab, but is not available, an estimated date will be communicated to you within 48 hours from the validation of your order.
If your order includes multiple items, they may be available on different dates. You then have the choice to have your furniture delivered “in one go” or to receive your furniture as it becomes available with additional delivery costs.
Orders & Payments
Can I order a product that is not listed on the site?
Yes, you can place an order for all the products of the brands we distribute, by contacting us via our form
I don't want to order online. Can I order the same items in store?
Yes, all items on the website can be ordered in store.
How to track my order ?
A link will be available in your personal space on our site, in the “Your orders” section in “ My account ”. It will also be communicated to you in the email entitled “CARRÉ LUMIÈRE – Order Confirmation”.
How do I view my invoice?
In your personal space on our site, you will find all your invoices, purchases made online, in the “Your invoices” section. It will also be communicated to you in the email entitled “CARRÉ LUMIÈRE – Purchase invoice @NUMÉRO”
What are the means of payment?
The means of payment accepted on our website are:
- Bank card (Mastercard, Visa, American Express, Apple Pay)As part of its action in favor of the fight against internet fraud, Carré Lumière may be required to verify the bank details and/or the identity of customers before any delivery. By placing an order on the carrelumiere.com website, the customer undertakes to provide Carré Lumière with the supporting documents requested. If the elements requested are not communicated within the time limit, Carré Lumière reserves the right to cancel the order subject to verification.
- Paypal (Mastercard, Visa, American Express) During the validation of his order, the Customer must enter his e-mail address linked to PayPal as well as his Paypal password. If the Customer does not previously have a PayPal account, he will, at the time of payment, be directed to a PayPal account creation page allowing him to benefit from this method of payment. The Customer may use the PayPal Express functionality allowing him to place an order directly through his Paypal account without creating a Carré Lumière account.
- Gift card. The Carré Lumière gift card is valid for 2 years from its activation date corresponding to its date of purchase and cannot be exchanged, refunded or given change, for any reason whatsoever. Partial use of a gift card is accepted. In the case of partial payment of the order by gift card, the Customer must pay the balance by bank card.
We do not accept checks.
As orders are only taken into account after validation of their payment, no discount or late payment penalty is applicable. Payments cannot be suspended or subject to compensation without the prior written consent of Carré Lumière.
Can I pay in several installments?
Payment in installments is available in store. See page Payments and Invoicing
The invoice sent to the Customer includes the information provided by the latter in his customer account. The information provided may not be subject to any modification after the issue of the invoice. The buyer has the possibility of modifying this data on the occasion of any new order placed on the Site.
The Customer acting as a professional is required to place an order on the Site dedicated to professionals or with the Carré Lumière Professional Service in order to obtain an invoice for professional use.
Returns & Exchanges & Service
Who should I address my complaints to?
For any complaint, log in to your personal space to access the “declare an after-sales service” form. Provide us with the following information: photos, purchase invoices, details of the malfunction, etc.
How does the after-sales service work?
If this product is subject to warranty, the conditions and procedures to follow will be communicated to you.
Upon receipt of your request by form, you will receive confirmation that your request has been taken into account by email “ CARRÉ LUMIÈRE – Confirmation of after-sales service request ”
If the product received has been damaged during transport, indicate this on the delivery slip issued by the carrier in the form of “handwritten reserves” accompanied by your signature. Report the problem to us on the same day of delivery or at the latest on the first working day following delivery.
If the product received is defective, contact us the same day of delivery or at the latest the first working day following delivery.
Don't worry: the products sold on our site are covered by their manufacturer's/supplier's warranty!
If ever the product received does not correspond to the one you ordered, or if a product is missing, the first thing to do is to indicate it on the delivery slip issued by the carrier. Then, report this error to us on the same day of delivery or at the latest on the first working day following delivery and we will react as soon as possible.
If you are waiting for your product and the time announced in our order tracking email has passed, contact us (link to form) as soon as possible so that we can resolve the problem.
What is my withdrawal period?
The right of withdrawal is the legal deadline of 14 days, imposed by the legislation.
See General Conditions of Sale “ Article 15 – Right of withdrawal ”
Tax Refund & Customs Clearance
What are the VAT refund procedures?
For customers resident in Switzerland who make their purchases in our two show rooms , we offer you the opportunity to benefit from the export tax refund from a purchase of €175 including tax.
When placing your order, you have the choice of picking up your products in store or having them delivered (delivery throughout French-speaking Switzerland).
Customs formalities are handled by us.
Pick up in store
If you choose to collect your products in store, we carry out the customs procedures on the Prodouane site, and reimburse you the French VAT after your customs clearance.
Delivery by our logistics department
See conditions in the delivery section.
Purchase on the website without our delivery service
You cannot benefit from the export tax refund.
Do I have to come to the store to get the VAT refunded?
You benefit from the export tax refund when you collect the products in store or when our logistics department delivers to you (order over 30kg)
Click & Collect
We will refund the VAT to you in store (where the purchase was collected) or by contacting the relevant store – Carré Lumière Annemasse on +33 4 50 83 48 30 or Carré Lumière Thonon on +33 4 50 71 40 08.
Delivery by our logistics department
See our delivery page for more details.
Is the VAT refund done automatically?
No, contact us for more information.
Do you apply customs clearance fees?
Yes, we carry out customs formalities for you with the freight forwarder Rapides Savoyards | Ritschard SA. Your order is made excluding tax and you pay directly to our team on the day of delivery, the amount of Swiss VAT, i.e. 7.7% of the amount of your order.
Customs clearance costs amount to €100 excluding VAT.
Delivery & Installation
Which carrier will deliver to me?
For our small parcels, deliveries are made by Chronopost or Colissimo. For our large parcels, deliveries are handled by our delivery team.
What is the Carré Lumière delivery area?
For our small parcels: all of France.
For our large parcels: department 01, 73, 74, Canton of Geneva and Canton of Vaud. Outside this area, contact us for conditions.
Do you assemble bulky furniture?
Our teams assemble bulky furniture (table, sideboard, bed, wardrobe, etc.). This service is included in our service.
Do you install light fixtures?
The installation of the lights can be carried out by our team: price on request.
Do you remove old furniture?
No, our team does not provide this service.
Do you remove bulky items (boxes and packaging)?
Yes, our team gets rid of you during the delivery and installation of your products.
Stores & Contact & Recruitment
How to contact you?
We have a contact form on our site, you can submit your requests via our form.
We can also be reached by phone at:
- Thonon: + 33 (0)4 50 71 40 08
- Annemasse: +33 (0)4 50 83 48 30
Where are the stores located?
Ville-la-Grand / Annemasse
6 Montreal Street
74108 Ville-la-Grand / Annemasse, France
Car park: 500 spaces
Anthy-sur-Leman / Thonon
16, boulevard du Pré-Biollat
74200 Anthy-sur-Leman / Thonon, France
Car park: 15 spaces
What are the store opening hours?
Ville-la-Grand / Annemasse:
Monday to Saturday: 10 a.m. – 7 p.m. non-stop
Anthy-sur-Léman / Thonon:
Monday: 2 p.m.-7 p.m.
Tuesday to Friday: 10:00 a.m.-12:30 p.m. and 1:30 p.m.-7:00 p.m. Saturday: 10:00 a.m.-7:00 p.m. non-stop
I want to join your team
If you would like to send us an unsolicited application to be part of Team Carré Lumière, whether for an internship, a fixed-term contract or a permanent contract, contact us by email at: recrutement[@]carrelumiere.com.
Gift card - Credit note - Privilege card
How do I use my gift card on the site?
When paying, you will enter the number on your gift card in the box provided for this purpose. The gift card can be used on our site and in store, in one or more instalments. It is valid for 5 years from the date of issue.
How can I check the balance of my Carré Lumière e-gift card?
You cannot check the gift card balance on the site, but you can contact us by email or phone and we will tell you your balance.
I would like to offer a Carré Lumière e-gift card
To offer a gift card, go to the main menu in the “ Gift Card ” tab. You can choose the amount of your card. The gift card can be used on our site and in store, in one or more instalments. It is valid for 5 years from the date of issue.
Light Square Gift Pack
If you want to send a gift directly to the person of your choice, Carré Lumière takes care of everything.
Once the products have been chosen, if their volume allows it, we will suggest that you add a gift package when validating the basket.
Indicate in the comment field your wish “ Gift wrapping ” then fill in the address to which you wish to send your gift.
In the days that follow, the lucky recipient will receive a magnificent gift package accompanied by a card on which the words you have chosen will be written.
Is there a Carré Lumière loyalty card?
Carré Lumière offers you its Privilege Loyalty Card:
It allows you to benefit from an immediate 5%* reduction on all products available on our website. (excluding sale and discounted products)
This card is also valid in our stores. Its validity period is 3 years, its price is 20€ including tax.
*excluding sale products and current promotions
I lost my e-gift card.
Contact our store via our form
I need personalized interior design advice.
Get in touch with our decorators and our interior designer via our dedicated form .