Help and FAQ :

What are the delivery charges?

For European Union destinations :

the cost of shipping will be 7€
All shipments will be sent by GLS or La Poste  (French postal service) and only to European Union destinations. For all other countries, please contact us by phone +33 450 090 192 or by Email service@fieldandfish.com and we will inform you of the shipping costs and procedures.

Why are payments made to the order of Ephemera?

Ephemera is the name of the company that owns the brand "Field & Fish". Ephemera is the legal entity, so all payments as well as correspondence and shipments should be sent to Ephemera.

How do I place an order?

To place an order with fieldandfish, you must first register on the site by completing the information on the "Registration page". If you have filled your shopping basket, completing the registration page will be the first step in confirming your order. The second step is posting the summary of your order with the appropriate shipping costs and VAT. You have a choice of payment by cheque or by credit card. If you pay by cheque, be sure to write it for the entire amount paid to the order of "Ephemera"; do not forget to sign it and send a copy of your invoice along with your cheque. Send the check to: Ephemera, ZAE de la Tuilerie, 139 Route des marais, 74410 Saint Jorioz, France. Please note that the shipment of the order will take place only after the cheque has cleared. In order to expedite the process, we strongly recommend payment by credit card. In this case, the next step occurs on the website of Bank Crédit du Nord which will request your credit card information. These pages are protected (protocol SSL, page https) and the information gathered during this step is not visible, nor retained by Ephemera. Once the payment has been carried out, an order confirmation will be sent to you, by email, by Ephemera, and a confirmation of payment will be sent to you by Bank Crédit du Nord. This will allow us to ship your order.

How do I modify my login and/or password?

If you have forgotten your login and/or password, or you wish to modify it, simply click on the icon “login”, then “lost password” and follow the steps as indicated on the screen.

How do I change my delivery address?

After login, go to “my account”, then “My addresses” and modify the information as you wish.

What are the payment options?

The payments at fieldandfish.com are made credit card.  

If you wish to pay by credit card, we accept Visa, Mastercard and Carte Bleue and payment is carried out via the protected site of Bank Crédit du Nord. We have no access to your banking data.

You can also pay by Paypal, which requires to have an existing PayPal account (see www.paypal.com). Our Paypal address is: paypal@fieldandfish.com.

In the case of credit card payments, your order will ship the same day if received before 11:00 a.m., or the next day if received after. To ensure quick delivery of your order, we strongly recommend payment by credit card.

What if fieldandfish.com confirms my order has been delivered, but I haven't received it?

It sometimes happens that parcels are given to a neighbor or the caretaker of the apartment. Check if that could be the case. Also check to see if you have received a delivery notice from the post office or the shipper. If you are still without an answer, check with your post office to see if they have a parcel for you that has been put on standby. If you cannot trace your shipment, call us at: 0033450990192, or contact us by email at: info@fieldandfish.com and specify your order number, and we will check with the shipping agent/post office from our end.

How do I access, download, or file an invoice?

All your invoices are accessible, downloadable and can be filed via “My account”. First login, and then go to "My account". Click on "History and details of my orders" and you will be able to view all your order information. You always have access to your account.

What are the risks related to credit card payments on the Internet?

Ephemera SARL has chosen the payment system offered by Laydernier Bank/Crédit du Nord/Societe Generale. This highly protected system is managed by Atos, which is used by the majority of the large French banks. During the payment process, you will clearly see the moment when you enter the Atos system/Crédit du Nord. You can be assured your payments will be made with complete security.

What happens if I'm not home to accept delivery of my order?

All shipments have to be signed for, so if you are not home when your order is delivered, a notice will be left in your mailbox . Your package will be stored and available at your local post office. 

How long will it take for me to receive my order?

The registered mail delivery is handled by Colissimo Suivi with 4-8 days being the average delivery time to destinations within France, and 4 to 8 days for destinations within the UK.

Is it possible to cancel my order?

yes , please contact our service customers info@fieldandfish.com 

What do you do with my personal information?

All credit card information is the sole property of the protected site of Bank Crédit du Nord and we have no visibility, nor access to it. Concerning other data (name, address, order information…), this data is stored on a protected server.

We will never share this information with a third party. Ephemera SARL is registered with the CNIL (National Commission for Electronic Data Privacy) under reference number 1382196.

How will I be informed of my invoice?

A confirmation purchase order will automatically be sent to you by email after confirming your order on our site. Additionally, you will receive an invoice with details of your purchase with your goods.

What is 3D secure?

3-D Secure is a secured Internet payment protocol. Deployed under the trade names Verified By Visa and MasterCard SecureCode, 3-D Secure was developed by Visa and MasterCard to allow merchants to reduce the risk of Internet fraud, related to identity theft attempts. It ensures, during each online payment, that the card is used by its true owner. So when you pay by credit card, and after entering your numbers, you will be asked to enter a code received on your phone from your bank.

How can I use my loyalty points?

Your loyalty points are added to your account during the payment and are available for your next order.

You can view them in the "My Account" and "my loyalty points"

To use them, click on "turn into a voucher" and then use the transmitted code in the "voucher" area when ordering.

at which address can I send back my order?

If you are not satisfied with your order or want another size, or for a ASS problem, return your item in its original packaging to Ephemera Sarl , ZAE de la Tuilerie, 139 Route des marais, 74410 Saint-Jorioz,(France)