FAQ

Order and Payment

 

  1. Which payment methods are allowed?

The order can be paid online by credit card (Visa, Mastercard or American Express) also by PayPal.

  1. I wish to attach a message to my order

You can write a message when validating your order in the "Do you want to add a note to your order?" section. Depending on the type of request, it will be taken into account when preparing the package or added inside the package.
 

  1. I wish to exchange an item from my order

Unfortunately, the order cannot be replaced. If you wish to exchange an item, you can return the item that does not suit you (see Return Policy) and then order the desired item online.
 
  1. I have not received my order

Moucheline apologizes for this inconvenience! Do not hesitate to send her a message via the contact form with the product(s) ordered, and/or, the name and email address used to place the order. She will get back to you as soon as possible.
 
  1. I received an incomplete order

Each designer of Pelote de Porcelaine delivers her creations. If you order creations from different collections, you may receive your order in several packages.
 
For any other request concerning an incomplete order, do not hesitate to contact Moucheline via the contact form, specifying the products ordered, and/or the name and e-mail address used to place the order. She will get back to you as soon as possible.
 
  1. I have received a product that does not match my request

You have just received your order and the product you received is not what you expected. To get the refund, please return the article(s) to Pelote de Porcelaine to the following address:
 
PELOTE DE PORCELAINE
15, place Sébastopol
59000 Lille
 
When receiving the parcel, Moucheline will refund your order.
If you have any further questions, please contact Moucheline via the contact form. In order to best handle your request, don’t forget to specify the product(s) ordered, and/or the name and e-mail address used to place the order.
 
  1. I wish to place a large order (more than 10 items)

You can contact Moucheline directly via the contact form, she will give you a quote!
 
  1. I would like to order a creation that is no longer in collection

Moucheline and the designers will do their best to find the drawing, and you will be informed of the possibility or not to recreate it. However, for creations outside the collection, delivery times can be extended. For any request, do not hesitate to contact Moucheline via the contact form. She will give you a quick feedback!
 
  1. I want to order a customized creation

You can request a customized creation by contacting Moucheline via the contact form. She will study the feasibility of your order and if necessary, will establish a quote. However, for creations outside collection, delivery times can be extended.
 
  1. How can I subscribe to the Pelote de Porcelaine’s newsletter?

Would you like to first receive information about new collections? And also receive all “Made in France” News? To do this, just subscribe to the newsletter!
 
You can register via the registration form at the bottom of the pages. And above all, remember to validate your registration in the email you have just received! Otherwise, your registration will not be taken into account.
 

Delivery

  1. I would like to know the delivery modes and fees

Only home delivery is offered. For deliveries in France, and in case of absence, the Post office/Colissimo will deposit in your mailbox a delivery notification with a period of 15 days (from the day after the deposit of the transit notice) to pick up your parcel at a post office. After this period, the parcel is returned to Pelote de Porcelaine who will proceed with the refund of the order (following the receipt of the parcel).
 
For any other area, do not hesitate to send a message to Moucheline via the contact form. She will be happy to answer you.
 
  1. I have just placed an order, when will I be delivered?

Pelote de Porcelaine undertakes to deliver your order within 5 to 10 days. However, during periods of high demand (e.g. sales), delivery times can be extended. Moucheline apologizes for this inconvenience and will specify the new delivery time on the product sheets.
 
To view the delivery status of your parcel, simply click on the "Track package" button in the "Order Recap" email.

 

  1. I received a broken or cracked product

Moucheline apologizes and invites you to return the product to Pelote de Porcelaine at the following address:
 
PELOTE DE PORCELAINE
15, Place Sebastopol
59000 Lille


The product will be refunded upon receipt of the package.
Regarding the products used and damaged, Pelote de Porcelaine invites you to consult the page “Retraction and returns”.

 

Porcelain

  1. I would like to wash dishes

You can manually clean your porcelain service, using a soft sponge and classic dishwashing liquid. Be careful not to use the abrasive side of the sponge that may scratch or damage the surface of the drawings. If there is no precious metals (gold, silver or platinum), you can also put your porcelain in the dishwasher safely! Remember to choose a low temperature program and not to exceed the recommended product dose. If you don’t clean it right away (by hand or in the dishwasher), Moucheline recommends that you rinse it with hot water. And especially, make sure that the pieces do not collide in the machine!

 

  1. I would like to put the plates in the microwave

All porcelain creations, except those that are decorated with precious metals (gold, silver or platinum), can go regularly to the microwave without damage.
 
  1. I would like to put the plates in the oven

Our creations without precious metals (gold, silver or platinum) can withstand a conventional oven temperature that does not exceed 300°C! If they are not vulnerable to traditional ovens, they are more vulnerable to temperature differences, especially if they exceed 150°C. so avoid putting a dish that comes out of the refrigerator directly into a hot oven and vice versa. Also, do not put the hot porcelain under a cold water tap or on a very cold marble plate. Your porcelain coin would crack for sure!