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

Aude 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 craftswoman 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 Aude 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, Aude 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 Aude directly via the contact form, she will give you a quote!
 

     8. 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 French 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 Aude 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. Aude 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

Aude 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”.