Frequently Asked Questions (FAQ)

1. Order

Track my order.

As soon as your order is shipped, you will receive an email with the tracking number of the selected carrier, which will allow you to follow the delivery of your package.

I am not satisfied with my order.

You have 14 days from receipt of your order to fill in the withdrawal form and return the products intact in their original packaging with proof of purchase. As soon as we receive the goods, we will refund you within 14 working days.

I have not received the order confirmation.

Please check your junk mail or spam folder to see if you have received the confirmation email. If you have not received anything, please contact us so that we can confirm whether your order has been validated.

My payment is refused, what can I do?

The main causes of payment refusal are among others:

  • A saturated bank server or one undergoing maintenance;
  • Too many simultaneous connection attempts to the server.

In both cases, please try again later.

However, if the problem persists, please contact your bank to understand the reasons for the refusal. You can also contact us via or on 0 969 320 620 (toll free) so that we can check that the error is not coming from our site.

The order I received does not correspond to what I ordered.

We invite you to contact us on or on 0 969 320 620 (not surcharged).

I am a professional and would like to obtain a quote.

Please contact us at, indicating the exact items and quantities you wish to order, as well as your contact details. We will process your request and send you a quote.


To which countries can I have my order delivered?

We deliver to the following european countries: France (including Corsica), Belgium, Germany, Netherlands, Luxembourg, Spain, Italy, Portugal, Great Britain, Ireland, Austria, Denmark, Greece, Sweden, Finland, Hungary, Poland, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Romania, Bulgaria and Croatia.

How much are the delivery costs for my order?

The delivery costs charged for each order are applied automatically and vary according to the delivery method chosen, the weight and the total amount of the order.

For more information click here

What are the delivery times for orders?

As soon as we receive the order confirmation email, the delivery time varies from 72 to 96 hours depending on the delivery method selected.

What are your different delivery methods?

  • Standard home delivery (up to a maximum of 30kg).
  • Delivery to a pick-up point (up to a maximum of 20kg).
  • Express delivery (up to a maximum of 30kg).

For deliveries in other European countries:

  • Home delivery (up to a maximum of 30kg).
  • Delivery to a pick-up point (up to a maximum of 20kg).

If I order on Friday evening, will I be delivered on Monday?

All orders placed on Fridays or weekends are shipped the following Monday.

Is it possible to have my order delivered later?

Yes, in this case you place your order and you send us by e-mail the order number and the desired delivery date.

Why am I only offered delivery by pallet?

For all orders weighing more than 30 kg and destined for United Kingdom or abroad, the goods will be transported by pallet and the delivery will be made by the DB Schenker delivery organization or any other organization that we will designate. For more information, click here.


What should I do if my products arrive broken?

If one or more items are broken, send an email to indicating the order number, the quantities of the reference(s) concerned and a photo of the damaged item(s). We will investigate your request and send you new items as soon as we receive your email.

Are Luminarc products oven safe?

Only products from the SMART CUISINE range are oven-safe. The oven dishes in this range are made of opal, a material that is resistant to thermal shocks.

How can I find out the size of the glasses?

You will find the dimensions of the items in the “Characteristics” section of each product page.

Are the Lady Diamond and Longchamp glasses that were previously made of crystal the same as the new ones?

Our Lady Diamond and Longchamp glasses are now made of ultra clear glass, a healthy and 100% recyclable material, but their shapes remain identical.

I bought a product from one of your brands (Luminarc, Arcopal, Cristal d'Arques, Chef&Sommelier) elsewhere than on the site but it has defects, what should I do?

We invite you to contact the shop or e-commerce site where you made your purchase.You can also contact the Arc France consumer service by email at

Can I put the plastic lids in the microwave?

We invite you to remove the plastic lids when putting them in the oven or microwave and not put them in contact with fire.

What glass is used to make your products?

  • Glass: a healthy and 100% recyclable material.
  • Tempered glass: three times more resistant to shocks than traditional white glass.
  • Crystalline: a lead-free crystal.
  • Opal: a non-porous glass material that is resistant to thermal shocks.
  • Culinary opal: a material between glass and ceramic resistant to 250°c.

Do you have physical shops?

You can find a selection of our products in our Arc Outlet factory shops located in Arques, Cholet, Troyes, Romans ou encore Talange, in France.


How long does it take to get my money back?

We promise to fully refund your order within 14 working days from the date of receipt of your parcel in our premises, excluding return postage.

Do I have to pay for the return shipment?

The return shipping costs are entirely at your expense. They will only be refunded if the package is returned due to the company's responsibility.

What should I do if I notice an error in the refund amount?

We invite you to contact us by email or by phone 0 969 320 620 (not surcharged) to report this incident.


What payment methods are available?

  • Payment by credit cards;
  • Payment in several installments by Paypal;
  • Payment by Paypal;
  • Payment by bank transfer;
  • Payment by gift card.

I have received a promotional code but it does not work. What should I do?

If you have a promotional code, it can be entered in the "Promotional code or gift card" field on the summary page of your basket.

I have received a promotional code but it does not work. What should I do?

We invite you to check if possible if your promo code is still valid, the time limits for using promo codes are limited. If not, you can contact us at or at 0 969 320 620 (not surcharged).


Do I have to create an account to place an order?

Yes, creating an account allows you to view and modify your order history and avoid entering the same address data.

How do I find my login details?

In the "My Account" section via the link:, you can reset your password or contact us at or on 0 969 320 620 (not surcharged).


When can I contact you?

You can contact us by email at or by phone on 0 969 320 620 (toll free). Our customer service is open from Monday to Friday from 8.30 am to 12.00 am and from 1.30 pm to 4.00 pm.