FAQ
Find answers about shipping, tracking, returns and customer reviews.
Shipping and delivery times
How long will it take to receive my order?
Standard products are prepared in 1 to 2 business days, then delivered in 5 to 12 business days outside mainland France. For a personalized figurine, allow 25 to 35 days, including making and delivery.
Do you ship worldwide?
We ship to the destinations offered at checkout. Shipping costs depend on your delivery address. If your country is not listed, please contact us at contact@meilleur-nain-de-jardin.com.
Where do you ship from?
Our office is based in Paris, France. Depending on the product, our orders ship from our warehouses in Europe or in China. Our range of personalized 3D-printed figurines is made and shipped from France. If your order includes items from different warehouses, you may receive several parcels. Processing and delivery times are listed in our shipping policy.
Order tracking and customer service
Can I track my order?
Yes. You receive a tracking number when your order ships. For a personalized item, we send production updates by email throughout the total lead time of 25 to 35 days. Contact us with any question about your order's progress.
Some items are missing from my order. Is that normal?
Items may ship separately. For example, if your order contains items from two different warehouses, they will arrive in two deliveries. The rest of your order is on its way.
I received a damaged item. What should I do?
We are sorry to hear that and will make it right. Simply email a photo of the damaged item to contact@meilleur-nain-de-jardin.com and we will send you a replacement.
I still haven't received my order. Why is it taking so long?
Thank you for your patience. International shipments can sometimes take longer than expected because of customs clearance. You can track your order and see where it is at any time.
If you still need help tracking your parcel, please email us at contact@meilleur-nain-de-jardin.com
Returns and customer reviews
Do you have a refund policy?
Standard items come with our 30-day return guarantee. Personalized items cannot be returned for a change of mind once production has started. Your statutory rights still apply if an item is defective or does not match your order. See our refund policy for conditions and how to return an item.
If your item arrives damaged, we will send you an identical one. If you would like a refund, contact us within 30 days of receiving your item.
For more details, please read our refund policy.
What is your customer review policy?
Reviews shown may come from customers who ordered from House of Gnome and from reviews imported from third-party platforms, including AliExpress. An imported review does not prove a purchase from House of Gnome. When a review is linked to a verified order on our website, the status shown by Judge.me applies. Some reviews may be translated.
About our shop
Where are you based?
Our office is in Paris, France.