Delivery & Order

  • Delivery is guaranteed within 30 days of dispatch. However, the average observed delivery time is 12 business days, depending on your place of residence and the carrier (La Poste, Colis Privé, Cainiao). If your order has not arrived after 30 days, please contact me. I will do my best to resolve the situation as quickly as possible.

  • Once your order has been shipped, you will receive an email containing a tracking number. You can track your order directly on the page: track my order. You can also track your order on the websites of La Poste, Colis Privé, or Cainiao, depending on the carrier. If you have any issues, please do not hesitate to contact me.

  • Delivery is completely free for all orders in mainland France. I do not currently offer deliveries to overseas territories (DOM-TOM). For any questions or further information, please feel free to contact me.

  • If you find that items are missing from your order, please contact me as soon as possible. Provide your order number and the missing items. I will take the necessary steps to resolve the issue quickly.

  • If your order has not been delivered within the announced timeframe, please track your package using the link provided in the email. If the issue persists, please contact me so I can open an investigation with the carrier.

  • I do not currently offer deliveries to French Overseas Departments and Territories (DOM-TOM). If you have any questions or specific needs, please feel free to contact me.

Cancellations & Returns

  • Yes, you can modify your order as long as it has not yet been shipped. To request a change (product, quantity, delivery address, etc.), please contact me as soon as possible. Once the order has been shipped, no modifications will be possible.

  • You can cancel your order as long as it has not yet been shipped. Please contact me quickly by email or phone so that I can process your request. Once the order has been shipped, you will need to wait to receive it before returning it (see return policy).

  • You have 14 working days from the receipt of your order to return an item, with a possible extension for the end-of-year holidays. Please follow these steps:

    1. Contact me at contact@pilou-pilou-store.fr to report your return and receive a Mondial Relay return label.
    2. Print and stick the label on the package.
    3. Drop off the package at a Mondial Relay point (find the nearest relay point here: https://www.mondialrelay.fr).
      The refund or exchange will be processed within 15 working days after receipt of the returned package.

Security

  • The website only offers secure and risk-free payment methods. We accept:

    - Credit cards

    - Debit cards

  • Yes!

    The "HTTPS" in the store's URLs demonstrates the quality of our services. HTTPS is the "http" variant secured by the use of SSL/TLS protocols.

    HTTPS is used to protect financial transactions on e-commerce sites. As an e-merchant, I am aware that using SSL has become essential nowadays. It is the best way to protect your data and guard against hackers or identity theft.

    Visually, the SSL certificate is represented by a padlock that appears in the web browser's URL bar. It is also represented by an "s" which stands for "secure" and is added to the "http" protocol on the website in the address bar.

Related Questions

  • 1. Select the desired product(s)

    2. Click "add to cart"

    3. Click on the shopping cart icon at the top right (your "cart") to finalize your purchases

    I also offer you the option to create an account to make the process even simpler.

  • No. Except in exceptional circumstances, we only accept one discount code per order.