How can I contact customer services?
You may contact our customer service by telephone:
+33 (0)7 71 68 16 39 (Europe and Switzerland),
Service open Monday to Friday 10 am to 6 pm and Saturday 10 am to 2 pm
SECURITY & CONFIDENTIALITY
What payment types are accepted?
We accept the following tenders: Visa, Mastercard, American Express, Discover and Paypal.
What is an online shopping account and the benefits of having one?
The online shopping account serves as a speedier checkout process for our customers. By having an online shopping account our customers have the capability to: view order history, control email preferences, save their favorite items to view later, and store their billing and shipping information.
SHIPPING AND RETURNS
How will I know which carrier will ship my merchandise?
Orders placed on PetitPoisParis.com will ship through one of the following: La Poste for France, Switzerland and Europe. UPS for other countries as U.S.A, Israel, and worldwide. Once your order ships you will be notified via email. The e-mail will also contain your tracking details. Please select the "Track It" option in the email to track your package.
It has been 24 to 48 business hours and I have not received a shipping confirmation, why?
La Poste tracking number will be sent to you, as soon as the order leaves our warehouse (from Monday 9:00am to Friday 5:30pm). Please note, orders placed after 3:00 PM EST will begin processing the following day. Transit times do not include Saturday, Sunday or holidays.
If I did not receive an email how can I track my package?
If you know your order number and billing zip code you can track your package under the Order Status & Tracking section or by contacting our Customer Service by email (firstname.lastname@example.org).
What if I don't know my order number?
You may log into your online shopping account to retrieve your order number. In the event that you do not have an online shopping account you may contact a customer service agent (email@example.com).
My order was canceled, so why do I still see a charge?
Unfortunately, when an order is canceled you may have a pending authorization which is not an actual charge. If paid with a debit card it could take up to 3 to 5 business days for the authorization to be removed. Credit card authorizations usually take up to 72 hours to remove. If you have questions or concerns about the pending authorization, please contact Customer Service with your financial institution's name and contact number readily available.
Do you ship to multiple addresses?
Unfortunately, we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.
Can I change my address once my order has been placed?
Depending on its status and if the order was just placed, please contact our Customer Service as quickly as possible and we might be able to assist you (firstname.lastname@example.org).
Can I change the size, color, or quantity of my order?
Once an order is submitted, we do not have the capability to make any changes. To make a change, you would have to cancel the order and replace it with the correct information.
My order shows delivered and I did not receive my package. What should I do?
If your package shows delivered and you are unable to locate the package please contact Customer Service so that we can start an investigation. Please be sure to have your order number and tracking number readily available.
What if my merchandise is incorrect or damaged?
Please contact us directly and let us know so we can resolve these matters in a timely manner. It is very important that you do not try to return these items in a store because it is possible they will be denied for a return credit.
What is your Return Policy?
At Petit Pois Paris, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase when it is presented in saleable condition. Simply follow the guidelines below:
Exchanges: online orders can be returned for an exchange within 14 days with your electronic invoice and the Return forms that accompanies your order. Exchanges will be made at the current retail price.
Refunds: you may return to our warehouse any product ordered from www.PetitPoisParis.com website within 14 calendar days after the date of delivery. The item must be in its original packaging and accompanied by the corresponding receipt.
The returns are at the customer's expense for all countries.
What if my merchandise is incorrect or damaged?
We apologize if any of your items are anything less than perfect. You can either send it back to us.
How long will it take for my return to be received and a credit issued?
Returns can take up to 2 weeks to be processed and refunded. Please be advised this timeframe can take longer during the holiday season.