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Frequently Asked Questions.
Welcome to our FAQs page, where you’ll find refined answers to your questions about our company, products, and policies. We are here to assist you.
If you're looking for information on returns, visit our page.
1. General Questions
2. Shipping
3. Billing
4. Personalization/Gift Wrap
5. Cancellation/Return
6. Exchange/Replacement
7. Crafting/Woods
General Questions
What payment methods can I use to purchase products on your site?
We accept several payment methods, including PayPal, Mastercard, American Express, Visa, Alma, and bank transfers.
How do I track my order?
To pay by bank transfer, please contact us at contact@les-echiquiers-du-roi.com to obtain our bank transfer form and help us identify your order.
Can I pay in installments?
Yes, with Alma, you have the option to pay in installments easily and securely by credit card on our site. Follow the instructions available by clicking on the Alma option at checkout.
How many installments can I choose?
You can choose to pay in 2, 3, or 4 installments with payments spread out over each month following your order.
How do I create an account on your site?
Click on the "Login" button at the top right and follow the instructions to create an account.
Shipping
Which countries do you deliver to, and do you offer international shipping?
You can place an order directly on our website for delivery to the following countries:
- United States
- Canada
- Australia
- French overseas territories (DOM/TOM)
- Liechtenstein
- Monaco
- Switzerland,
- All European Union countries
For delivery to a country not listed above, please contact us for a personalized quote via DHL Express. Upon request, we can provide you with proof of the costs charged and paid by our company to DHL Express, ensuring no markup is applied to the shipping fees.
What should I do if my package is marked as delivered but not received?
We encourage you to contact us immediately if you encounter any issues with your delivery. Once we receive your request, our dispute management team will initiate a claim procedure with the carrier to resolve the issue.
Before contacting us, please check with your neighbors, explore your yard, and ask your family if the package was received in your absence.
To facilitate the processing of your case, please mention your order and tracking numbers in the subject line of your email. You can find these details in your order confirmation and shipping confirmation emails.
How much are the shipping fees?
Shipping fees within the US are free for orders over $90; otherwise, they are $12.
How long will it take to deliver my order?
Delivery times vary depending on your location and demand. We ship orders within 24 business hours. Please refer to the product description for specific details.
Which carriers do you use?
We use the following carriers for the United States:
FedEx International Connect Plus for standard orders ; DHL Express International for express orders.
What should I do if my express delivery is delayed?
If the promised time frame for your express delivery is not met, please contact us promptly to request a refund for the service not received.
Is relay point delivery an option?
Although we do not directly offer relay point delivery, you can redirect your order to a relay point of your choice after shipment using the provided tracking link.
Why should I provide my phone number when ordering?
Providing your phone number helps coordinate with the delivery person, ensuring a smooth delivery process. Rest assured, we will not use your contact details to reach out to you via SMS or call unless necessary, and your information will remain confidential.
Is it possible to track my order?
Absolutely, one or more tracking numbers will be provided to you as soon as your order is shipped.
Why is my order incomplete upon receipt?
Your order may have been shipped in multiple packages. For a complete view of all your items, refer to the shipping confirmation email that contains all the necessary tracking links.
Billing
How can I receive an invoice for my order?
An invoice will be automatically sent to you via email after your order is placed. If you cannot find this email, please check your spam folder. If it is still missing, contact us by email so we can resend the invoice directly to you.
How do I get an invoice if the shipping address is different from the billing address?
If you need an invoice with a billing address different from the shipping address, make sure to change this preference by unchecking the "Use shipping address as billing address" option during the checkout process, and enter the desired billing information. The invoice will then be automatically generated and sent to your email address.
What is the procedure to obtain an invoice for an order in my company's name?
To receive an invoice in your company's name, you need to modify the billing address during checkout. Uncheck "Use shipping address as billing address" and enter the company's billing details. The corresponding invoice will be automatically sent to you by email.
Personalization/Gift Wrap
Do you offer personalized chessboards and chess sets?
Yes, we offer personalization services so you can have (or give) a unique chessboard or chess set by engraving a personal message.
How do I get gift wrapping?
When selecting the delivery option at checkout, you will have the option to choose gift wrapping for your order.
How can I personalize my folding chessboard?
Select the chessboard of your choice and add the personalization option to your cart. To specify your personalization preferences, leave us a comment during checkout or send us a confirmation email with your detailed instructions.
Is gift wrapping recommended?
We highly recommend choosing gift wrapping, especially for large items such as full-size chessboards measuring up to 50cm. Our professional gift wrapping ensures an impeccable presentation for these large, difficult-to-wrap items, saving you time and effort.
What should I do if I paid for gift wrapping but didn't receive it?
If you find that the paid gift wrapping is missing, please contact us immediately by email for a refund of the unfulfilled service.
Can I order a chessboard or chess pieces as a gift without including the invoice in the package?
Absolutely. We understand the importance of presenting your gifts elegantly and discreetly. For this reason, we do not include an invoice in our packages. Additionally, during your purchase, you can select the "gift wrap" option at checkout. Present your gift with an extra touch of elegance and without any price indication for a guaranteed surprise.
Cancellation/Return
Can I modify or cancel my order after it has been placed?
We will do our best to accommodate your request, but we cannot guarantee modifications or cancellations due to our fast logistics process.
Your package might already be on the loading dock, ready to be picked up by the carrier, making cancellation impossible at this stage, even if it has not been officially handed over to the carrier yet.
What is the return and refund policy?
For details on our return and refund policy, please visit our dedicated page return and refund policy.
Is it easy to process a return?
To process a return, items must be new, unused, returned in full, and in their original, unaltered packaging, with all accessories, user manuals, and associated documents.
To make your return experience as easy as possible, we have optimized our process in collaboration with COLIBACK, offering a simplified and beneficial return solution. Simply use our return service via COLIBACK, which provides you with constant tracking, and expedited processing of your return.
This approach ensures efficient and smooth management of your return.
To initiate a return or exchange, please contact us at contact@les-echiquiers-du-roi.com.
Exchange/ Replacement
What should I do if I receive a damaged or defective item?
If you receive a damaged or defective item, contact us immediately at contact@les-echiquiers-du-roi.com for assistance.
You can also refer to our dedicated page: Return and Refund Policy.
If the defect or damage is due to our responsibility or that of the carrier, rest assured that you will not incur any additional charges for returning or replacing the damaged chess set. We will cover the necessary shipping costs for the product replacement.
In this context, we ask the buyer to provide proof of the defect (photos) by sending an email to contact@les-echiquiers-du-roi.com as soon as possible after receiving the item in question.
To facilitate the processing of your request, please include your order number and the nature of your claim in the subject line of your email. Make sure to attach the relevant photos to your email, as our contact form does not allow photo attachments. For this type of communication, please contact us directly by email at contact@les-echiquiers-du-roi.com.
I lost a piece, can I get a replacement?
Yes, for a replacement, contact us for a personalized quote. The cost will never exceed 10% of the chess set's value.
Crafting/Woods
Where do your chess sets and chessboards come from?
Our chess sets and chessboards are predominantly made in Europe, with some products crafted from precious or exotic woods sourced from India, known for their expertise and access to these materials.
What types of wood do you use for your chessboards and chess pieces?
We use a variety of woods for our products, including:
- Rosewood
- Ebony
- Boxwood
- Palisander
- Maple
- Walnut
- Mahogany
- Teak
- Ash
- Rosewood Buds
- Wenge
- Poplar
- Sycamore
- Oak
These woods are selected for their durability, aesthetic appeal, and the added value they bring to each item. This selection is not exhaustive and may be subject to change. For specifics on the woods used in a particular product, refer to the "Characteristics" section in its description.
What are the criteria for selecting the woods used in your chessboards and chess pieces?
Our chessboards and pieces are made from woods carefully chosen for their quality, durability, and aesthetic beauty. We prioritize woods from sustainably managed forests, aligning with our commitment to ecology and the preservation of natural resources.
The chessboards made in Europe feature woods from European forests, particularly Central Europe. Exotic woods come from India.
How can I ensure the quality of your products before purchasing?
Quality is at the heart of our brand, Les Échiquiers du Roi. Each set undergoes rigorous inspection to ensure superior quality.
We also provide detailed photos and precise descriptions of our products on our website. For additional questions, our customer service team is at your disposal. You can also refer to our customer reviews on Trustpilot.
Do you offer a warranty on your chessboards and chess pieces?
Yes, all our products come with a 14-day satisfaction guarantee. Additionally, a warranty against manufacturing defects is included with your purchase.
Are the chessboards and pieces sold separately?
While we offer complete sets to ensure harmony between the chessboard and pieces, it is also possible to purchase chessboards and pieces separately to meet your specific needs.
In the “Exclusive Collection” or “Complete Sets,” you will find only complete sets (pieces + board), and in the “Chess Pieces” collection, you will find only pieces without a board.
How do I choose the appropriate size for my chessboard and pieces?
The size of your chessboard should match that of your chess pieces, with the king as the point of reference.
A general rule is that the base diameter of the king should be about 78% of the width of a square on the chessboard. We are happy to assist you in your selection to ensure a perfect match.
An ideal difference is about 1cm between the king’s base and the size of the square. For example, if you have a board with 4cm squares, a king with a base around 3cm will be ideal. You can find the base of the king and general product dimensions in the product description, at the end of the page under the “Characteristics” category.
What is the philosophy of the Les Échiquiers du Roi brand?
Our brand is committed to blending traditional craftsmanship with innovation to create exceptional chessboards and pieces. We value excellence, quality, and environmental respect, offering our customers unique products that transcend the game to become true works of art.
Where do the materials for your chessboards and chess pieces come from?
The materials for our chessboards and pieces are ethically and sustainably sourced, mainly from Europe.
We primarily use noble woods from responsibly managed forests, certified for their environmental management and contribution to sustainable development. You can visite our dedicated page.
Does Les Échiquiers du Roi offer limited editions or special collections?
Yes, we regularly offer limited editions and special collections that celebrate the art of chess. These collections often result from collaborations with renowned artisans and reflect our commitment to excellence and innovation.
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How does Les Échiquiers du Roi commit to ecology?
Our ecological commitment is reflected in our choice of sustainable materials like wood, environmentally respectful production, and European artisanal manufacturing.
Is Les Échiquiers du Roi a French brand?
Les Échiquiers du Roi is a proudly French brand, embodying the elegance and refinement associated with French culture.
However, our company is based in Krakow, Poland, where our main workshop is located. This cultural duality enriches our brand with an international perspective while remaining deeply rooted in European artisanal heritage.
How can I contact customer service?
You can contact us via chat or email at contact@les-echiquiers-du-roi.com all year round. A competent advisor will respond as quickly as possible.
