Frequently Asked Questions
MFCH SUBSCRIPTION BOX
What is My French Country Home Box?
Who is the curator?
How does it work?
Sign up for one time only, or select an annual subscription to receive 4 seasonal limited edition boxes per year. We ship every 3 months and you will receive your package in the third of fourth week of February, May, August and November. We work with DHL Express to make sure your package is delivered safely to your door, hassle-free. For US customers, you can count on us to handle all the customs, duties and shipping fees on our end.
For our Canadian customers , we are unable to cover duties & taxes at this time due to different laws and regulations on importation. You will need to pay a duties & tax on your package at reception. This is around $50 USD from our experience.
For our Australian and New Zealand customers , there will be a surcharge at checkout to cover additional shipping costs to the amount of $30. You will receive your package via DHL Express.
Can you explain the pricing to me?
Duties, Taxes and Customs
It is of utmost importance to us that you receive no bad surprises. We have established a system with our shippers, DHL, to create a streamlined and seamless delivery system.
For the US, we cover all the importation costs. Due to slight differences in state laws, you may be responsible for sales tax in your state.
For the UK, since Brexit there will be an import duty applicable to any box purchase. DHL will contact you with the amount to be paid before delivery. This is around £50.76 from our experience thus far.
For Europe, we cover shipping costs but there may be customs or duties that will need to be covered at reception.
For Australia, in addition to the $15 surcharge for shipping, you may be responsible for customs or duties.
For Canada, we are unable to cover duties & taxes due to different laws and regulations on importation. You will need to pay a duties & tax on your package at reception. This is around $50 USD from our experience thus far.
For New Zealand, we are also unable to cover duties & taxes due to import regulations. You will need to pay duties & tax on your package upon reception.
For all other countries, it is possible you will need to pay import duties. Please check with your country’s customs service.
Unlike most other international subscription services and products on the market, we are proud to cover the shipping for you. We use DHL worldwide. No hidden costs. Our only exceptions are Australia, New Zealand, South Africa, Japan, South Korea, UAE, Puerto Rico, Brazil, Chile, and Uruguay, for whom we have needed to add a $20 surcharge to account for extra shipping charges. A signature is required upon delivery.
Products in the Box
If the box arrives and appears damaged before opening, we suggest you refuse delivery, in which case DHL will take note and inform us of the problem.
If you sign up for the annual subscription, you have 10 days after receiving your first parcel, to cancel the annual subscription via email. In this last case, we will refund the total amount minus the cost of one full priced box, as the discounted annual price is contingent on subscribing for the entire year.
When am I billed?
If you sign up for an annual subscription, you pay the entire subscription in one go, and automatically receive the four boxes included in your one year period.
Annual subscriptions automatically renew one year after your first payment, but you are informed twice before this renewal is charged, and given the opportunity to unsubscribe and cancel the programmed payment.
How do I change my payment information?
How do I change my address?
The best way to change your address is to send us an email at email@example.com. If you have a currently processing order, this will help us ensure that we are sending the box to the right address! Please note that you can only update your address two weeks prior to our shipping date. After this, you will have to contact your local DHL to have the Box delivered to your new address.
Why was my payment declined?
When will my box ship?
Do you ship internationally?
We cover shipping from France, except in the case of Australia and New Zealand for whom we have needed to add a $15 surcharge to cover additional shipping costs.
The European countries we can ship to are as follows: Austria, Belgium, Denmark, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Ireland, Italy, Luxembourg, Malta, Netherlands, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
There was a problem with my shipment. What do I do?
If it was a delivery problem, you will need to speak to DHL locally first, as it’s your local DHL office who handles your deliveries.
On our end, we have 30 days from the shipping date to raise a claim with DHL, so please contact us within this time frame at firstname.lastname@example.org.
What if I want to cancel?
Do I need to sign up each quarter to receive my new box?
When is the cut off date for each box?
Can I include a note or customization if I'm sending a gift box?
Can I include a note to DHL?
What is MFCH Boutique?
Do I need to be a MFCH Box subscriber to purchase items from the MFCH Boutique?
How is shipping of the boutique items calculated?
Shipping is not included in the sale price. Using a weight point system with DHL, each product will have a weight point that will determine the amount for shipping. See chart below:
SHIPPING WEIGHT POINTS – PRICE
0.5 – 10 – $25
10 – 20 – $50
20 – 30 – $75
What is the Boutique return policy?
When will my purchases ship?
We ship and pack all boutique items at the start of each week.
Please allow up to six weeks for delivery.
You will normally receive your order in two weeks and in case an item is sold out, we will let you know the additional waiting time.
A French luxury subscription box and online boutique curated by @sharonsantoni.
Discover more on French living with @mfchmagazine