FAQ

- How do I create an account?

To create your online account in just a few clicks, go to this link: Create an account

Need some help? Our customer services team are here to assist you in the process.
You can contact us via the contact form, by email at: eshop@boutique.musee-orangerie.com, or by telephone on +33 (0)1 40 13 46 66.

- I forgot my password

To reset your password, click on the "Forgot your password" link from the login page, or go directly to the reset page here.
All you need to do is enter your email address. A message will then be sent to you allowing you to create a new password.

- Do I need to create an account to place an order?

No, you can order without creating an account.
You can complete your purchase as a guest by simply entering the necessary billing and delivery information.
Please note: in Guest mode, you will receive all useful information (confirmation, order tracking) by email, but you will not be able to view it directly from your customer area on the website.

- I wish to delete my account

In accordance with European General Data Protection Regulation No. 2016/679/EU of 27 April 2016 on the protection of personal data and the amended French Data Protection Act of 6 January 1978, you have the right to access, rectify, erase, request portability, oppose and limit the processing of data concerning you, as well as the right to communicate instructions regarding what should be done with your data after your death.

To exercise these rights, you can contact our Data Protection Officer (DPO):

- How do I unsubscribe from the Musée de l'Orangerie Book and Gift Shop newsletter?

We're sorry to see you go, but you can of course unsubscribe at any time.
Simply click on the unsubscribe link at the bottom of each newsletter.

You can also submit your request by email by contacting our Data Protection Officer at the following address: dpo@boutique.musee-orangerie.fr.

- Has my order been confirmed?

Once your order is confirmed, you will receive a confirmation email with a summary of your purchase.
If you can't find it in your mailbox, have a look in your spam folder.

Need a little help?
The customer services team of the Musée de l'Orangerie Book and Gift Shop is at your disposal via our contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on +33 (0)1 40 13 46 66.

- How do I cancel or change my order?

Once your order has been confirmed, it can no longer be cancelled or modified.

If you have any further questions or requests, you can contact the customer services team of the Musée de l'Orangerie Book and Gift Shop: via our contact form, by e-mail at eshop@boutique.musee-orangerie.com or by telephone on 01 40 13 46 66.

- Can I change the delivery address after placing an order?

Once your order has been confirmed, the delivery address can no longer be changed.

However, you can contact the customer services team of the Musée de l'Orangerie Book and Gift Shop: via our contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on +33 (0)1 40 13 46 66.
We cannot guarantee the change of address, but we will do our utmost within the given time frame.

- How do I track my order?

As soon as your order is shipped, you will receive a confirmation email with a tracking link to track your parcel.
You can also find the tracking number for your parcel(s) in your Personal Account, under "Order tracking".

- My order is incomplete, what should I do?

If one or more items are missing from your order, please contact our customer services team using our contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on 01 40 13 46 66.
If an item is unavailable (out of stock), an automatic refund of the corresponding amount will be made.

- My order is damaged or a product is defective, what should I do?

If you notice a damaged or defective item in your order, please contact our Customer Services team via the contact form, by email eshop@boutique.musee-orangerie.com or by phone on +33 (0)1 40 13 46 66.
To facilitate the processing of your request, we ask you to attach a photo of the item(s) concerned.
Subject to availability, our customer services team will offer you an exchange or refund.

- I have not received my order, what should I do?

If you experience an issue with delivery, we invite you to check the tracking for your order via the link in the shipping confirmation email, or by logging into your account on the Musée de l'Orangerie Book and Gift Shop.

If you have any questions, our customer service team are at your disposal using the contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on +33 (0)1 40 13 46 66.

- How do I use a discount code?

To redeem your discount code, enter it in the "Promotional code" field in your shopping cart and click on " Apply". The discount will automatically appear on the total amount of your order.

- Where can I find my invoice?

You can access your invoice in your personal area by going to the "Orders" section, then "Order details", and clicking on "Download your invoice".
It is also attached to the order confirmation email sent following your purchase.

If you have any further questions, our Customer Services are at your disposal via the contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on +33 (0)1 40 13 46 66.

- When will I receive my order?

Your order is usually dispatched within 1 to 2 working days, except for chalcography and on-demand printing, for which specific deadlines are specified when placing your order.

Delivery times depend on the items ordered, the delivery method chosen and the destination.

Order processing times:

  • Orders placed before 12pm Monday to Friday are processed the same day or the following day.

  • Orders placed after 12pm on Fridays, weekends and public holidays are processed the following Monday.

Delivery times according to destinations and shipping methods:

Mainland France & Monaco

  • Chronopost: 48 hours

  • Colissimo Tracked: 72 hours

  • Collection point: 3 - 4 days

Europe

  • Colissimo Tracked Europe: 3-8 working days

International (outside Europe)

  • Colissimo International: 5-9 working days

Delivery of engravings:

These works are produced to order in our Art Workshops. The manufacturing time is 3 weeks, prior to dispatch via Colissimo.

Delivery of prints on-demand:

These prints are produced individually according to your choices (dimensions and medium).

  • Production: approx. 15 days

  • Shipping: DHL or FedEx, depending on destination.

If you have any questions, our Customer Services are at your disposal via the contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on +33 (0)1 40 13 46 66.

- Can my order be delivered to a collection point?

Yes, with the exception of prints on-demand and engravings, products can be delivered to collection points in mainland France.

You can select the collection point of your choice during the ordering process. Your parcel will be available to collect there:

  • 10 working days for deliveries to a Post Office or Pickup locker,

  • 3 working days for Pickup locker deliveries.

To collect your order, you will need to present your ID or the collection code provided by the courier.

If the chosen collection point is closed or full, your parcel will be automatically redirected to the nearest available collection point.

Please note that if you do not collect your order within the specified time frame, it will be returned to us. A full refund can then be issued.

- I have placed an order for more than €80, why is free delivery not included?

Delivery costs depends on several factors:

  • the product(s) ordered,

  • weight and dimensions,

  • the chosen delivery method,

  • and the destination country.

These fees are calculated automatically and displayed when you place your order.

Delivery is free to any collection point for all orders over €80 incl. VAT (excluding books), in mainland France only.

This offer does not apply to:

  • Prints on demand,

  • Oversized items requiring additional delivery costs.

For books only

In accordance with French law, free delivery is prohibited for online book sales. For example, during a free shipping promotion, if your order contains one or more books:

  • A fee of €1 applies if the total of books exceeds €35 incl. VAT,

  • A fee of €3 applies if the total is below €35 incl. VAT.

Combined orders and multiple costs

In some cases, an order containing products with different logistical constraints may generate several separate delivery costs.

- How do I track my order?

Have you changed your mind or is an item not to your liking?
You have 14 working days (from receiving or collecting your parcel) to request an exchange or refund.

If you have a customer account:

Go to the "Orders" section in your personal area and click on "Return an item".

If you do not have an account:

Use the "Returns Form" page available on our website. Please enter the following information:

  • Your email address,

  • Your order number,

  • The products to be returned.

You are responsible for the cost of returning the items, unless we have made an error or the product is damaged (see below).

Once your request is confirmed, a return slip will be sent to you by email. It is essential to enclose it inside your parcel to ensure it is processed correctly by our logistics department.

The items must be returned in perfect condition, in their original packaging.

Exceptions and special cases:

  • Prints on-demand and engravings: returns cannot be accepted at the address below. Please refer to the information below on returning these products.

  • Items purchased online cannot be returned or exchanged in the musée de l'Orangerie's physical store.

Returning a damaged item or incorrect order:

In the event of a defective product or incorrect order, the return costs will be covered by us.
Please contact our Customer Services team via the contact form, by email at eshop@boutique.musee-orangerie.com or by telephone on +33 (0)1 40 13 46 66.

Return address (excluding prints on-demand and engravings):

GrandPalaisRmn
Garonor Est - Bât. 22, Quai 136
3 rue Anatole Sigonneau
93150 Le Blanc-Mesnil
France

- How do I return a print on-demand?

You have 14 working days from receipt of your order to exercise your right to withdrawal and request an exchange or refund, provided the item is returned in perfect condition.

You will cover the cost of returning the item(s).

Please contact our Customer Services team in the first instance, using the contact form, by email at eshop@boutique.musee-orangerie.com or by post, providing the following information:

  • Your last name, first name and postal address

  • Your email address

  • Your order number

  • The date of receipt of the order

  • The printout(s) relating to the return request

When your request has been confirmed by Customer Services, you will be issued with a return slip. Please return your order to us at the address below, enclosing the return slip to ensure correct processing by our logistics department.

Return address for prints on-demand:

LA MUSEOTECA
c/ Reja, 2
San Sebastián de Los Reyes
28702 Madrid - SPAIN

- How do I return an engraving?

You have 14 working days from the date of receipt of your order (at your home address or collection point) to exercise your right to withdrawal.
Items must be returned in perfect condition and return costs must be covered by the customer.

Please contact our customer services team via our contact form, by email at eshop@boutique.musee-orangerie.com or by post, providing the following information:

  • Your last name, first name and postal address

  • Your email address

  • Your order number

  • The date of receipt of the order

  • The engraving(s) concerned

When your request has been confirmed by Customer Services, you will be issued with a return slip. Please return your order to us at the address below, enclosing the return slip to ensure correct processing by our logistics department.

Return address for engravings:

Ateliers d'Art GrandPalaisRmn
1 impasse du Pilier
93217 La Plaine Saint-Denis
FRANCE

- When will I receive my refund?

Your refund will be made within 14 working days of our logistics department receiving your return.

If you have any questions regarding the resale of our items or business gifts, please contact our dedicated department at the following address:
revente@grandpalaisrmn.fr

You can also visit our online shop for business customers:
pro.boutiquesdemusees.fr

- I wish to contact the Bookshop-Café at the musée de l'Orangerie

You can find all of the practical information and contacts for the Bookshop-Café on this dedicated page.

- I wish to contact the musée de l'Orangerie (ticket office or information about my visit)

For ticketing related questions (online bookings, refund requests, etc), please contact the dedicated team using the ticketing contact form.

If you have any questions about your visit to the Musée de l'Orangerie, our teams are available during museum opening hours:

  • Via the contact form available on the museum's website

  • By telephone: +33 (0)1 44 50 43 00

- I wish to submit my employment application

Would you like to work in our stores?
We invite you to view our current vacancies and application procedure in the dedicated area.

- I wish to ask a question about a work at the musée de l'Orangerie

Do you have a question about a work held at the musée de l'Orangerie?
We invite you to contact the museum teams directly via their contact form available on the official website.


- Did you not find the answer to your question?

The team of the Musée de l'Orangerie Book and Gift Shop is here to help you: