{"id":225279,"date":"2026-08-10T08:47:34","date_gmt":"2026-08-10T08:47:34","guid":{"rendered":"https:\/\/ferefen.com\/faq\/"},"modified":"2026-10-15T18:46:24","modified_gmt":"2026-10-15T18:46:24","slug":"faq","status":"publish","type":"page","link":"https:\/\/ferefen.com\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<div class=\"et_pb_section_0 et_pb_section et_section_regular et_flex_section ffhero preset--module--divi-section--ffhero\">\n<div class=\"et_pb_row_0 et_pb_row et_flex_row preset--module--divi-row--default\">\n<div class=\"et_pb_column_0 et_pb_column et-last-child et_flex_column et_pb_css_mix_blend_mode_passthrough et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\">\n<div class=\"et_pb_breadcrumbs_0 et_pb_breadcrumbs et_pb_module et_flex_module preset--module--divi-breadcrumbs--ffariane\"><div class=\"et_pb_module_inner\"><nav class=\"et_pb_breadcrumbs--trail\" aria-label=\"Fil D\u2019Ariane\"><a href=\"https:\/\/ferefen.com\" class=\"et_pb_breadcrumbs--breadcrumb et_pb_breadcrumbs--home\">Accueil<\/a><span class=\"et_pb_breadcrumbs--separator\">\u203a<\/span><span class=\"et_pb_breadcrumbs--current et_pb_breadcrumbs--breadcrumb\">Archives<\/span><\/nav><\/div><\/div>\n<div class=\"et_pb_heading_0 et_pb_heading et_pb_module et_flex_module preset--group--divi-heading--divi-font--hp5h6dj--ktyi2f2osm\"><div class=\"et_pb_heading_container\"><h1 class=\"et_pb_module_header\">Foire aux questions<\/h1><\/div><\/div>\n<div class=\"et_pb_text_0 et_pb_text et_pb_bg_layout_light et_pb_module et_flex_module preset--module--divi-text--ffhero-soustitre\"><div class=\"et_pb_text_inner\"><p>Retrouvez les r\u00e9ponses aux questions les plus fr\u00e9quentes sur les commandes, le paiement, la livraison et les retours.<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><div class=\"et_pb_section_1 et_pb_section et_section_regular et_flex_section preset--module--divi-section--default\">\n<div class=\"et_pb_row_1 et_pb_row et_flex_row preset--module--divi-row--default\">\n<div class=\"et_pb_column_1 et_pb_column et-last-child et_flex_column et_pb_css_mix_blend_mode_passthrough et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\">\n<div class=\"et_pb_text_1 et_pb_text et_pb_bg_layout_light et_pb_module et_flex_module\"><div class=\"et_pb_text_inner\"><nav class=\"fff-cats\" aria-label=\"Th\u00e8mes de la FAQ\"><a href=\"#faq-commandes\">Commandes<\/a><a href=\"#faq-paiement\">Paiement<\/a><a href=\"#faq-livraison\">Livraison<\/a><a href=\"#faq-retours\">Retours<\/a><a href=\"#faq-contact\">Contact<\/a><\/nav>\n<\/div><\/div>\n<div class=\"et_pb_heading_1 et_pb_heading et_pb_module et_flex_module preset--group--divi-heading--divi-font--hp5h6dj--zj9fdta4f1\" id=\"faq-commandes\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Commandes<\/h2><\/div><\/div>\n<div class=\"et_pb_accordion_0 et_pb_accordion et_pb_module et_flex_module preset--module--divi-accordion--default\">\n<div class=\"et_pb_accordion_item_0 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_open et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Comment passer une commande ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Ajoutez les produits \u00e0 votre panier puis validez la commande en renseignant vos coordonn\u00e9es et votre adresse de livraison. Vous pouvez aussi commander directement via WhatsApp depuis chaque fiche produit.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_1 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Dois-je cr\u00e9er un compte pour commander ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Non. Aucun compte n\u2019est n\u00e9cessaire : il suffit d\u2019indiquer vos coordonn\u00e9es et votre adresse au moment de la commande.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_2 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Vais-je recevoir une confirmation ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Oui. D\u00e8s la validation, le r\u00e9capitulatif de votre commande s\u2019affiche \u00e0 l\u2019\u00e9cran et vous est envoy\u00e9 par e-mail, avec son num\u00e9ro.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_3 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Comment suivre ma commande ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Rendez-vous sur la page <a href=\"\/suivi-commande\/\">Suivi de commande<\/a> et saisissez votre num\u00e9ro de commande et l\u2019adresse e-mail utilis\u00e9e lors de l\u2019achat. Vous pouvez aussi nous \u00e9crire sur WhatsApp au <a href=\"https:\/\/wa.me\/22375387938\" target=\"_blank\" rel=\"noopener\">+223 75 38 79 38<\/a>.<\/p>\n<\/div><\/div>\n<\/div>\n<div class=\"et_pb_heading_2 et_pb_heading et_pb_module et_flex_module preset--group--divi-heading--divi-font--hp5h6dj--zj9fdta4f1\" id=\"faq-paiement\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Paiement<\/h2><\/div><\/div>\n<div class=\"et_pb_accordion_1 et_pb_accordion et_pb_module et_flex_module preset--module--divi-accordion--default\">\n<div class=\"et_pb_accordion_item_4 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_open et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Quels moyens de paiement acceptez-vous ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Le r\u00e8glement se fait \u00e0 la livraison, \u00e0 la r\u00e9ception de votre colis, en esp\u00e8ces ou par Orange Money, apr\u00e8s v\u00e9rification.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_5 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Puis-je payer en ligne, par virement ou par carte ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Pas encore. Ces moyens seront propos\u00e9s progressivement et signal\u00e9s au moment de la commande. Aucune donn\u00e9e bancaire n\u2019est enregistr\u00e9e sur le site.<\/p>\n<\/div><\/div>\n<\/div>\n<div class=\"et_pb_heading_3 et_pb_heading et_pb_module et_flex_module preset--group--divi-heading--divi-font--hp5h6dj--zj9fdta4f1\" id=\"faq-livraison\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Livraison<\/h2><\/div><\/div>\n<div class=\"et_pb_accordion_2 et_pb_accordion et_pb_module et_flex_module preset--module--divi-accordion--default\">\n<div class=\"et_pb_accordion_item_6 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_open et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">O\u00f9 livrez-vous et \u00e0 quel tarif ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Nous livrons partout au Mali. \u00c0 Bamako : 1 500 FCFA, sous 24 \u00e0 48 heures. En r\u00e9gions : 3 500 FCFA, sous 2 \u00e0 5 jours ouvr\u00e9s. Pour une zone \u00e9loign\u00e9e ou un gros colis, contactez-nous avant de commander : nous vous indiquons le tarif et le d\u00e9lai, et la commande n\u2019est exp\u00e9di\u00e9e qu\u2019apr\u00e8s votre accord. D\u00e9tails sur la page <a href=\"\/livraison\/\">Livraison<\/a>.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_7 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">La livraison est-elle parfois offerte ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Oui : la livraison est offerte \u00e0 Bamako d\u00e8s 50 000 FCFA d\u2019achat. L\u2019option appara\u00eet automatiquement au moment de la commande lorsque votre panier atteint ce montant.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_8 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Que se passe-t-il en cas de retard ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Les d\u00e9lais sont indicatifs et nous vous pr\u00e9venons en cas de retard. Si la livraison n\u2019intervient pas dans le d\u00e9lai convenu, vous pouvez annuler la commande.<\/p>\n<\/div><\/div>\n<\/div>\n<div class=\"et_pb_heading_4 et_pb_heading et_pb_module et_flex_module preset--group--divi-heading--divi-font--hp5h6dj--zj9fdta4f1\" id=\"faq-retours\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Retours<\/h2><\/div><\/div>\n<div class=\"et_pb_accordion_3 et_pb_accordion et_pb_module et_flex_module preset--module--divi-accordion--default\">\n<div class=\"et_pb_accordion_item_9 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_open et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Puis-je retourner un article ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Oui. Vous disposez de 14 jours apr\u00e8s r\u00e9ception pour changer d\u2019avis, sans avoir \u00e0 vous justifier. Les articles d\u2019hygi\u00e8ne descell\u00e9s (lingerie, sous-v\u00eatements) sont exclus, sauf d\u00e9faut. Les modalit\u00e9s compl\u00e8tes figurent dans notre <a href=\"\/politique-retour\/\">Politique de retour<\/a>.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_10 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Comment suis-je rembours\u00e9 ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Par le m\u00eame moyen que votre paiement : en esp\u00e8ces ou par Orange Money. Nous remboursons toutes les sommes pay\u00e9es, frais de livraison initiaux compris, au plus tard 14 jours apr\u00e8s avoir \u00e9t\u00e9 inform\u00e9s de votre r\u00e9tractation.<\/p>\n<\/div><\/div>\n<div class=\"et_pb_accordion_item_11 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_close et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Mon article est d\u00e9fectueux : que faire ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>Signalez-nous le probl\u00e8me d\u00e8s que possible avec une photo ou une courte vid\u00e9o. Apr\u00e8s v\u00e9rification, nous vous proposons l\u2019\u00e9change, la r\u00e9paration ou le remboursement, sans frais pour vous.<\/p>\n<\/div><\/div>\n<\/div>\n<div class=\"et_pb_heading_5 et_pb_heading et_pb_module et_flex_module preset--group--divi-heading--divi-font--hp5h6dj--zj9fdta4f1\" id=\"faq-contact\"><div class=\"et_pb_heading_container\"><h2 class=\"et_pb_module_header\">Contact<\/h2><\/div><\/div>\n<div class=\"et_pb_accordion_4 et_pb_accordion et_pb_module et_flex_module preset--module--divi-accordion--default\">\n<div class=\"et_pb_accordion_item_12 et_pb_accordion_item et_pb_toggle et_pb_module et_pb_toggle_open et_flex_module preset--module--divi-accordion-item--ffacclegal\"><h5 class=\"et_pb_toggle_title\">Comment contacter Ferefen ?<\/h5><div class=\"et_pb_toggle_content et_flex_module\"><p>\u00c9crivez-nous \u00e0 <a href=\"mailto:contact@ferefen.com\">contact@ferefen.com<\/a> ou contactez-nous par t\u00e9l\u00e9phone ou WhatsApp au <a href=\"https:\/\/wa.me\/22375387938\" target=\"_blank\" rel=\"noopener\">+223 75 38 79 38<\/a>, du lundi au samedi de 8 h \u00e0 18 h.<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-225279","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - 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