Customer Service
Who should I contact for an online purchase?
For any questions regarding an order placed on our site, our customer service is at your disposal:
- 📧 By email: info@famjeans.com
- 📞 By phone: (+33) 1 43 09 20 66
- 📝 Via our contact form
Our advisors are available Monday to Friday, 10 a.m. to 5 p.m. (excluding public holidays).
Who should I contact for a purchase made in store?
For in-store purchases, please contact the store directly.
Delivery
How much are the shipping costs?
In metropolitan France (excluding overseas departments and territories):
DPD Pickup Point Relais**: €3.90
DPD Predict by appointment: €6.90
In Europe*:
DPD Pickup Point Relais**: €3.90
DPD Predict by appointment: €6.90
Colissimo home delivery: €9.90
*Beyond 2kg, an additional fee of €5 applies.**
**Note: If you do not select a pickup point, we will send you an email allowing you to choose one. You will have 24 business hours to make your selection. If we do not hear back from you within this timeframe, your order will be shipped to the pickup point closest to the delivery address provided in your order.
How soon will I receive my order?
In metropolitan France (excluding overseas departments and territories):
- 24 to 48 hours.
- 48 to 72 hours in Corsica.
In Europe:
- 2 to 8 working days with DPD.
- 3 to 15 business days with Colissimo.
I have a problem with my delivery, what should I do?
If you have a problem with your delivery, please contact the carrier directly .
After contacting them, if you still need help, please feel free to email us.
Which country can I have delivered to?
Germany, Austria, Belgium, Spain, France, Italy, Luxembourg, Netherlands, Poland, Portugal, Czech Republic.
What information is available regarding deliveries to France?
FAM uses several approved carriers for its deliveries: DPD and Colissimo. FAM is committed to delivering to you within 1 to 5 working days .
If the recipient is absent when our delivery service provider arrives, the package will be left at a post office or collection point near the delivery address. You can collect the package within 10 working days upon presentation of proof of identity and, in the case of home delivery, the delivery notice.
After this period, unclaimed packages will be returned to us. We decline all responsibility for delivery delays caused by the absence of the recipient of the package or its failure to collect it within the specified time frame.
What information is available for deliveries to Europe?
For European countries, FAM uses DPD and Colissimo for its deliveries. FAM commits to delivering within 3 to 15 business days .
If the recipient is absent when our delivery partner attempts delivery, the package will be left at a post office or collection point near the delivery address. You can collect the package within 10 business days upon presentation of identification and, in the case of home delivery, the delivery notice. After this period, unclaimed packages will be returned to us. We accept no responsibility for delivery delays caused by the recipient's absence or failure to collect the package within the specified timeframe.
Return policy
What is the withdrawal period?
In accordance with European legislation, you have 14 calendar days from the receipt of your package to exercise your right of withdrawal.
*Please note: The 14-day period begins the day after delivery of the goods. If this period expires on a Saturday, Sunday, or public holiday, it is extended to the next working day.
What are the conditions for returning a product?
- You are responsible for the return shipping costs (unless the error is ours with your order).
- The 14-day period begins the day after the goods are delivered.
- Returned items must be in their original condition :
- Not worn (except for indoor fitting)
- Unwashed
- Not used
- With their original packaging and all tags attached - Any product that has been damaged, or whose original packaging has been damaged beyond what is necessary for simply opening it, will not be accepted for return or refund.
How do I initiate a return?
You can initiate a return in just a few clicks:
Option 1: From your customer account
- Log in to your account with the email address you used to place your order: www.famjeans.com/account
- Go to the "Orders" section and select the relevant order.
- Click on "Request a return" .
- State a reason for return and, if you would like a refund in store credit* , specify it in the comments.
- Send your request.
Once your request has been validated by our team, you will receive your DPD return label by email.
*Note: If no comments are specified, the refund will be automatically issued to your original payment method.
If you would like to opt for a refund in the form of store credit with deduction of return shipping costs (depending on your eligibility), please inform us by email before processing.
Option 2: From your confirmation email
- Open your order confirmation email.
- Click on the "View your order" button.
- Follow the same steps as above to request a return
What are the return costs?
You have 14 days after receiving your order to make a return, in accordance with the legislation on the right of withdrawal.
Return shipping costs and refunds
- Refund to the original payment method : €2.90 fee will be deducted from the refunded amount.
- Refund in store credit : free.
- Order paid with store credit : €2.90 will be deducted from the credit refunded.
Refund terms
- Store credit : valid for 6 months across the entire site, credited to your customer account, non-refundable.
- Standard refund : made to the payment method used for the purchase, after deduction of any fees indicated above.
What to do if you have difficulty with the return procedure?
If you have any problems with your return request, please do not hesitate to contact us using the return form .
Our team will support you and provide you with an answer as soon as possible.
How can I contact customer service?
For any questions regarding an order placed on our site, our customer service is at your disposal:
- 📧 By email: info@famjeans.com
- 📞 By phone: (+33) 1 43 09 20 66
- 📝 Via our contact form
Our advisors are available Monday to Friday, 10 a.m. to 5 p.m. (excluding public holidays).
Monday to Friday, 10am to 5pm.
How can I track the status of my return?
Once your return request has been processed, you will receive a confirmation email.
You can then track the progress of your return and refund directly from your customer account.
What is the reimbursement period?
Once your return has been received and checked by our team, the refund will be issued via the payment method used for the purchase or as store credit, within a maximum of 14 days .
What are the conditions for an exchange?
- We would like to inform you that we no longer offer exchange services.
- Products returned and validated by our services are only eligible for a refund.
- If you want to receive a different product, you will need to place a new order on our online store.
Where can I find more information about the return policy?
For more details, see our General Conditions of Sale .
What is the return address?
FAM Paris
SAS CODENIM
24 Avenue Quesnay
93190 LIVRY-GARGAN
FRANCE
Care instructions
Find detailed information on the care label of your item.
How do I take care of my jeans?
To keep your jeans looking like new, we recommend always washing them: inside out; at a maximum of 30°C; with a mild detergent without bleach or fabric softener and with similar colours.
Our over-dyed jeans "keep dye" (khaki, pink, etc.) should be washed inside out, cold (20° maximum) and with a mild detergent without bleaching agents.
Place an order on the website
How to see the collections and cuts?
Click on "All collections" or "All jeans", a menu will appear with the different product categories and current selections.
Select your category. You will then be redirected to all products in the same filter.
How to view an article?
By hovering your mouse over the item of your choice, you will have access to another preview of the item. Click on the photo to reveal the product sheet. On the product sheet you will be able to view other photos of the item (front, side, back, detail) as well as the description, composition and technical characteristics.
How do I add an item to my cart?
Select the item you're interested in by adding it to your cart. You can then continue shopping, view your cart, or place your order.
If you wish to add another item to the cart, simply repeat the previous step.
How do I place my order?
If you wish to place your order, please provide your personal information (delivery address, first name, last name, telephone number, email address). This information is useful for our delivery.
Complete and check your details carefully.
Select a payment method: Visa, Mastercard, American Express, etc. Verify that all the information in your order is correct. An email will be sent to you informing you that your order has been processed. If you do not receive this email, please check your spam folder.
Payment methods
What payment methods are available?
We accept the following payment methods: Visa, Mastercard, Maestro, American Express.
If you have an electronic gift card, promotional code or store credit, you can use it at checkout by entering the code.
Gift card
How to buy a gift card?
You can purchase a gift card by clicking on "Gift Card" in our home menu. Select an amount, then add it to your cart.
After completing the payment, you will receive a purchase confirmation by email.
How to use it?
To redeem the card, go to our store and place your order. In your cart, click on "Payment" then, on the right, enter your unique gift card code.
If the sale price is worth more than the card value, you can pay the remaining cost using your usual payment methods.
How long is it valid?
The gift card is valid for 12 months from the date of purchase.
Other questions
Can I cancel my order?
We process your order as quickly as possible, which is why we are unable to modify or cancel your order via the website.
However, if you wish to cancel your order, please contact us as soon as possible by telephone: (+33) 1 43 09 20 66 or by email .
What should I do if I receive a defective item?
The presence of an apparent defect on a Product must give rise to a complaint by email (info@famjeans.com) within 3 working days following Delivery .
All claims must include photos detailing the defect. Otherwise, no claim will be accepted, and no returns or exchanges will be possible.
The Product must be returned in its original packaging, in its original condition, new, unworn, unwashed, with the references of the initial order.
