Why haven't I received my confirmation email ?

A confirmation email is sent automatically after each order. If you haven't received it, it may be for one of the following reasons:

- The email is in your spam box

- The email address you entered when ordering is not correct. In this case, please contact us and we will correct it with the correct email address.

My item still hasn't arrived, is this normal?

We process your order within 48h working days, once it has been placed and processed it is dispatched the following day (Saturdays, Sundays and public holidays not included).

All our orders are subject to a handling and bank clearance period before being dispatched. Once your order has been dispatched, you will receive it within 10 to 12 calendar days.

We apologize for any delay. International shipping may take longer than expected due to customs clearance.

You can track your order in the "Track my order" section.

My order is shown as delivered but I haven't received anything.

This may be due to :

- The Post Office has mistakenly indicated a delivery. You just need to wait 2 days on average to see that the parcel has been delivered. If not, you can go to the post office to collect it.

- On some models, you may receive a notification that the parcel has been delivered. This means that the parcel has been delivered to our warehouse and that you will receive your parcel within 2 days.
You'll automatically receive an e-mail with your updated La Poste tracking number.

- Your neighbors who received the order for you.

- Your janitor who has received the parcel for you.

You have 7 days to notify us if a parcel is indicated as delivered but you have not received it. After this delay, we will not be able to consider the parcel as lost or stolen.

I ordered two products, but only received one... what happens ?

We work with several carefully selected suppliers, so we have products that are not stocked in the same warehouses, and some products may be shipped separately. Don't worry, it's perfectly normal for you to receive one a few days before the other.

Our products are shipped separately according to your order. If your order contains items from two different warehouses, for example, there will be two deliveries.

How can I cancel my order ?

If you wish to cancel your order, please contact us as soon as possible. If your order has not been dispatched, we will be able to refund you directly.

Please note, however, that once we have shipped your order, we no longer have the option of cancelling it. Your solution will be to return the product to us once it has been received, in accordance with our returns and refund policy.

The status of my order has not changed for several days.
Contact us and we'll file a claim directly with the post office.

My order has been resent to you

This happens when the Post Office has been unable to deliver due to an address error. In this case, please send us your full address, as well as the name on the box.

I have a problem with a product I received. Example: I have received the wrong model or the product is damaged.

You have 7 days after receipt of the package to notify us. Please contact us using the contact form on our website, explaining the problem. We will take appropriate action.

If the product is damaged, we will send you a new one.

Before notifying us that you have not received the correct model, please double-check your initial order and make sure you did not make a mistake when ordering.

Do you deliver to relay points ?

Unfortunately, we do not currently have an agreement with Point Relais for the delivery of our orders.

How long does it take to make an exchange or return ?

You have 14 calendar days from receipt of the product to return it and request an exchange or credit note. Please contact us beforehand via the contact form, and we'll explain the procedure to you.

How do I return a product ?

For any return or exchange, please :

- Contact us via the contact form

- Send your return by registered post only, and keep your tracking number safe.

- Enclose your full contact details (surname, first name, postal address, e-mail address, telephone number and order number).

You are responsible for the return of the product, and any door charges incurred will not be covered or reimbursed. The tracking number is authoritative.


I want to become a partner

We're always on the lookout for people to share our products with. So don't hesitate to contact us, and become our next brand ambassador.

By becoming our ambassador:

- You'll be featured regularly on our social networks and on our website.

- You'll receive a free preview of our products

- Partnerships are selected on a case-by-case basis

- We'll give you a promo code to share with your community on your social networks

You can contact us via our Instagram @petaleparis or by email at contact@petale.com