FAQ - Questions Fréquentes
The shipping receipt is not in my parcel. Where could I find it ?
The returns are free and you have 30 days (from the date of reception of the parcel) to change your mind.
If you want to make a return, please contect the customer service ([email protected]) to tell us your request and we will send you a prepaid Colissimo patch.
The send of the parcel is made in post office only.
I don’t recepit every product of my order, what could I do ?
If you don’t have recepit all of your products, don’t worry ! The remain of your order is coming in other parcels !
We work on an omnicanal orders preparation, which is involved that our stores, everywhere in France, could help us when we have a out of stock at our warehouse !
That permits us to assure a more important depth stock !
You will receive several emials from our partner transporter : Colissimo. In every email, you will find a monitoring link for every send parcel. If it is not, please contact our customer service with your order number and the name you used in you order.
How could I change or cancel my order ?
It is not possible to cancel or modify your order from your account after validation of the checkout.
If you request for a cancellation only is send to ou customer service before 11 AM, we could proceed to the reimburse (cancellaton not guaranteed during high activity period).
Thanks to check the sizes and colours of the products you put in your basket before the validation of your checkout.
If you have made an error, don’t forget that returns are free during 30 days from France ! (for more details, go to the section RETURN)
How to make a return ?
You have 30 days to make a return if the ordered products don’t please you !
The products must be return in their original packagings, unwashed, unweared, with their tags on it.
The returns are free from Metropolitan France and are your responsability from international.
How to make a return from France ?
- Write to the customer service to ask for an return patch prepaid by Colissimo
- Take the shipping receipt present in your initial parcel and note what you want : check he returned products and note the reason of your return. In the case of an exchange, thanks to note the size you want.
- Prepare a parcel with the product(s) to return and the shipping receipt.
- Print the Colissimo prepaid patch then cut it in two parts : you have to stitck the left part and to keep the right part in order to stamp it during the drop of the parcel.
- Drop-off and beep the parcel in a post office.
How to make a return form International ?
The returns from international is your responsability. Please to send your return parcel with a monitoring to the following address :
Peter Polo Diffusion - Retour Site Web
350 rue Gustave Eiffel
13290 Aix-en-Provence
FRANCE
From the moment your parcel is received, it is process in a 15 days period by our teams.
In the case of a reimburse, it is directly make on the account which made the order.
In the case of a parcel exchange, the return parcel is automatically prepared by our teams if we have enough reserve. If it is not, you will be warned by email. If you have any question, don’t hesitate to contact us again by email or phone.
How to follow my order ?
You could follow the status of your order in the tab « My Account » and « My Orders ».
From the moment that your order has been send by our teams, you will automatically receipt an email with a Colissimo monitoring number. This link will permit you to show the advance of your parcel.
If your order contains many products, it could be send in several parcels. You will receive by email the monitoring of your products.
What is the reimburse period ?
From the day you drop-off you return parcel to the post office, our warehouse will need a couple days to recepit it. The reimburses are then process in the order of arrived of the returns parcels. Then, when the parcel is receipt, the reimburse period if 4-5 days (excepts week end). The period could be extend to 15 days in period of high activity (Sales, Christmas…). When the reimburse has been process by our teams, it will appears on your account in some days !
What are the period and the available shipping methods ?
The shipping through Colissimo if free for any orders above 60e for France.
Shippings Methods :
For France : It takes 4-5 days
Colissimo Delivery at home against a signature : 5.95e
Delivery at a Pick-up Spot : 4.95e
For Europe : It takes 5-10 days
Colissimo Delivery at home against a signature : 9.95e
Delivery at a Pick-up Spot : 8.95e
For a delivery at Monaco : Monaco will be not proposed in our country list. You will have to select France as a country and send a email to us just after the validation of the checkout in order to rectify the information.
For an international delivery : If you cannot find your country in our list, don’t hesitate to call the customer service to the 04.42.39.11.02 or to send an email to the follow adress : [email protected] before place an order ! We will help you for the validation and the consideration of your adress.
Please considerate the fact that the shipping period could be extend during high activity period.
It is indicates that my order is delivered, but I didn’t received any, what I could do ?
If the monitoring of your parcel indicates the delivered status but you haven’t recepit it, here what you could do :
- Check at first the shipping adress indicates during the validation of your checkout (this one is in you account and in your confirmation email)
- If you have chosen home delivery, please verify with every persons who could took your parcel (friends, neighbours, gardener, post office)
- If you have chosen the pick-up spot, please to go to the trader of the post office you chose, with your monitoring number.
If, despite of these steps, you don’t have any news of your parcels after couple days, don’t hesitate to send us an email and we will start an inquiry.
How to follow my order ?
You could follow the status of your order in the tab « My Account » and « My Orders ».
From the moment that your order has been send by our teams, you will atumatically receipt an email with a Colissimo monitoring number. This link will permit you to show the advance of your parcel.
If your order contains many products, it could be send in several parcels. You will receive by email the monitoring of your products.
What are the period and the available shipping methods ?
The shipping through Colissimo if free for any orders above 60e for France.
Shippings Methods :
For France : It takes 4-5 days
Colissimo Delivery at home against a signature : 5.95e
Delivery at a Pick-up Spot : 4.95e
For Europe : It takes 5-10 days
Colissimo Delivery at home against a signature : 9.95e
Delivery at a Pick-up Spot : 8.95e
For a delivery at Monaco : Monaco will be not proposed in our country list. You will have to select France as a country and send a email to us just after the validation of the checkout in order to rectify the information.
For an international delivery : If you cannot find your country in our list, don’t hesitate to call the customer service to the 04.42.39.11.02 or to send an email to the follow adress : [email protected] before place an order ! We will help you for the validation and the consideration of your adress.
Please considerate the fact that the shipping period could be extend during high activity period.
The shipping receipt is not in my parcel. Where could I find it ?
The returns are free and you have 30 days (from the date of reception of the parcel) to change your mind.
If you want to make a return, please contect the customer service ([email protected]) in order to tell us your request and we will send you a prepaid Colissimo patch.
The send of the parcel is made in post office only.
Could I make a return in store ?
You could go to a store if you want to make an exchange of your product. However, you sould know that the closest store from your place might don’t have the reference or the size you want. It’s better to call them first to be sure of the availability if your product. For a reimburse request of a product you bought on our online shop, it is not possible to be reimburse in a store. You will have to follow the Web return procedure using the prepaid patch (see the page « How could I make a return ? »)
The product I receipt are unconformed or have a default, what could I do ?
If your product have a default
For the defective products, please send pictures to our customer service with the date of the checkout of upkeep conditions of your product.
If the receipt product is not the good one or it is unconformed
If you receive an unconformed product, you could return it thanks to your return patch. You will need to write the reason of its unconformibility (wrong reference or other) of you receipt delivery.
How could I ask an exchange ?
You have 30 days after the reception of you parcel to return it in our local. For more details concern the free return woth Colissimo, thanks to see the concerned section.
You could also go in one of our stores to ask for an exchange.
To make a return, please join your wrapped products, in its original condition, new, unweared, unwashed, with the return form. Please write the reason of the return and the size you want.
If you send email to the customer service, please print you exchanges with the service and join it to the parcel for a faster treatment. To make the return easier, please send in one and only parcel the products of the same order. In the case of an exchange request, the new product is automatically prepared by our teams if we have enough stock. If it is not, the customer service will send you an email to propose you an exchange woth another product or a reimburse.
How to make a return ?
You have 30 days to make a return if the ordered products don’t please you !
The returns are free from Metropolitan France and are your responsability from international.
How to make a return from France ?
- Write to the customer service to ask for an return patch prepaid by ColissimO
- Take the shipping receipt present in your initial parcel and note what you want : check he returned products and note the reason of your return. In the case of an exchange, thanks to note the size you want.
- Prepare a parcel with the product(s) to return and the shipping receipt.
- Print the Colissimo prepaid patch then cut it in two parts : you have to stitck the left part and to keep the right part in order to stamp it during the drop of the parcel.
- Drop-off and beep the parcel in a post office.
How to make a return form International ?
The returns from international is your responsability. Please to send your return parcel with a monitoring to the following address :
Peter Polo Diffusion - Retour Site Web
350 rue Gustave Eiffel
13290 Aix-en-Provence
FRANCE
From the moment your parcel is received, it is process in a 15 days period by our teams.
In the case of a reimburse, it is directly make on the account which made the order.
In the case of a parcel exchange, the return parcel is automatically prepared by our teams if we have enough reserve. If it is not, you will be warned by email. If you have any question, don’t hesitate to contact us again by email or phone.
What are the conditions for a return ?
To make a return, please join your wrapped products, in its original condition, new, unweared, unwashed, with the return form. Please join the shipping receipt with every informations link to the parcel. The customer service could refuse a return if the last conditions are not respected.
Right of Retractation :
You have 30 days to change your mind. We remind us that, since the moment of the order is in prepare, it is not possibleto change or modify your order. For a cancellation, you could send an email to the customer service before 11 AM and we will proceed to the reimburse of your order. Please check the sizes and colours of the products you put into your chekout before the validation of it. If you have made a mistake, don’t forget that the returns are free during 30 days ! (more details in the section RETURN)