Help

1. Frequently Asked Questions

> I wish to return my order

You have 14 days from receipt of your package to inform us of your wish to return your items.

3 possible options :

• Refund of your order (a flat rate of €4.90 will be deducted from the value of your refund to cover return costs* - see table below).
• Exchanging your items for another size or another item (free service)
• Credit note : a credit note for the value of the returned items will be generated and sent to you by email after receipt of your return package.

How to proceed?

1. Go to your account area, then click on the order in question. Select the "Return Request" button or go directly here .
2. Enter your order number and the email address used for your order.
3. Select the item(s) you wish to return.
4. Choose your return method: Exchange, credit note or refund, as well as the reason for your return (if you wish to specify it).
5. In the case of an exchange of your items, choose the items and size of your choice ( you will receive the item once your return package is received in our warehouse).
6. In the event of a refund, validate your refund request.
7. In the case of a credit note, validate your refund request.
8. A return request confirmation email will be sent to you with the shipping label to download.
9. Carefully prepare your return package, stick the shipping label received by email on the package and drop it off at the Chronopost relay point nearest to you.

Refund terms :
The refund of your order will be made directly to the payment method used when placing your order within a maximum of 14 days after receipt of your returned package in our warehouse or the
proof of shipment of your return package.

*Scale of fixed amounts retained on the value of items reimbursed depending on the destination country:

France and Belgium	€4.90
Germany, Spain, Portugal, Italy, Netherlands, Luxembourg	8€
United Kingdom, Switzerland, Andorra, Norway	10€
China, South Korea, Hong Kong, Japan, Singapore, Taiwan, Thailand, Vietnam, Türkiye, Ukraine, Guernsey	15€
Australia, Brazil, Canada, United States, United Arab Emirates, India, Israel, Mexico, Puerto Rico, Qatar, New Zealand, Iceland, Chile, Philippines, Malaysia, South Africa, Morocco, Reunion, Colombia, Indonesia, Argentina, French Polynesia	20€

Exchange terms : Free service allowing you to change the size of an item ordered and returned.

Upon receipt of your returned package, a new order will be sent to you free of charge in exchange for your returned items ( a shipping confirmation email will be sent to you).

 

> How to contact PETITE MENDIGOTE customer service?

You can contact us by email at: serviceclient@petitemendigote.fr, or by Chat directly on our website.

> What should I do if I don't receive my order?

If you have not received your parcel within 7 days of the estimated delivery date, remember to check the status of your parcel on the carrier's website. If you cannot find your parcel on the carrier's website, we invite you to contact us by email: serviceclient@petitemendigote.fr

> I would like to use a promotional code

To use your promotional code, we invite you to indicate it when placing your order, at the payment stage, in the "gift card or promotional code" box.
Any discount will be automatically applied to the total amount due. Please note: promotional codes cannot be combined with any current offer, so you will not be able to apply a promotional code to items that are already discounted.

> I have not received my entire order, what should I do?

If your order has arrived incomplete, please contact us by email at the following address: serviceclient@petitemendigote.fr
Specifying your order number and the missing items.

> I want an item but it is no longer in stock, what should I do?

If the item you want is no longer available in the desired size, we invite you to sign up for the stock alert. An email will be sent to you as soon as the item is back in stock.

> Where is my refund following my return?

Your refund will be made within 14 days after your return package has been sent directly to the payment method used to validate your order.
If you have a deferred debit card, the refund will take place under the same conditions as your usual debits.

2. Customer account

> How do I create my account?

To create your account on the online store, enter your email address, which becomes your username, as well as the other required information in the appropriate fields.

> How do I modify my account?

Changing your password or billing information is easy. Click "My Account" and enter your username and password. Once logged in, you can view and edit your personal information.

> I forgot my password, how do I log in to my account?

When you click the forgotten password link, please enter the email address you used to create your account. Your password will be emailed to you instantly. Be sure to check your junk mail or spam folder if you do not receive it.

> I would like to receive regular information on the latest products

Subscribe to the online store newsletter by entering your email address in the newsletter section at the bottom of the page on the homepage. You will be informed of the latest news from the online store and our exclusive offers.

> How do I unsubscribe from the newsletter?

You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. You can also do this in your account, under "My Subscriptions." Please do not hesitate to contact us if you encounter any difficulties.

> What do you do with my personal information?

The information you provide to us to process your order is only used for our business relationship. This information will not be shared with third parties or resold under any circumstances.

In accordance with the Data Protection Act of 6 January 1978, you have the right to access and rectify your personal data.

Regarding your banking information (bank cards), these are only used for your payment with our secure payment partner Adyen. We do not store any banking information about you.

> Can I keep my basket from one visit to the next?

You can retrieve the items you added to your cart for a period of one year (while stocks last), by following the instructions below:

- Log in from the same computer,
- Go to the same browser,
- Use the same domain,
- Log in with the same customer account.

> Need help?

You can contact us by email at the following address: serviceclient@petitemendigote.fr.

3. Order

> How do I place my order on the online store?

To place an order on the store, simply browse the site by accessing the products offered in the different categories. You can browse by searching by type of item or by universe. Then choose the items you wish to purchase by clicking on "Add to cart". Once your products are in the cart, you can check the contents of it by clicking on the cart, then follow the instructions by clicking on the "Order" button. Your order is prepared in our warehouses within a maximum of 48 working hours, then handed over to the carrier depending on the delivery method and the country you have chosen. Delivery times are then between 2 and 5 days after your order is handed over to the carrier.

> How long will it take to process my order?

All orders are prepared and shipped within 48 hours (while stocks last). Once your order has been shipped, you will automatically receive an email.

> I haven't received my order yet.

If you haven't received your order yet and the delivery time has expired, we invite you to check your email and spam folders. It's likely you received an email informing you that the order has left our warehouse.

If you have selected home delivery, you can check the status of your order under "My Orders" in the My Account section.

Please note that during sales or other promotional periods, delivery times may be slightly longer.

> I placed an order and would like to track my package

First of all, thank you for your order. To track your package, please log in to your personal space using your email address and your personal password. Then, simply go to the "My Orders" tab and search for the order in question and click on "Delivery Tracking". We also inform you that as soon as your order is shipped, an email will be sent to you with the tracking link for your package.

> Can I cancel or modify my order?

Currently, it is not possible to cancel or modify your order. Indeed, as soon as payment is validated, your order is sent to our warehouse for preparation in order to ship it to you as quickly as possible. However, if you still wish to cancel your order, we invite you to refuse your package. The latter will then be returned to our warehouse and we will then process your refund.

> I want to change my delivery address, what should I do?

Currently, it is not possible to change your delivery address. As soon as payment is validated, your order will be sent to our warehouse for preparation so that it can be shipped to you as quickly as possible.
If your address is incorrect and the carrier is unable to deliver, your package will be returned and automatically refunded.

> Will I receive the same product as the one in the photo?

Yes. In the case of products that are handmade, there may be slight differences in the final product.

4. Payment

> What payment methods are accepted?

We accept payment by Credit Card, Visa and Mastercard, Apple Pay and Paypal.

> Which bank cards are accepted?

You can use the following payment methods on the e-shop: Carte Bleue, Visa and Mastercard.

> How is payment secure?

The online store uses the Adyen e-commerce solution, recognized by major players in the financial world. It was developed so that you can make your payments in an ergonomic and user-friendly environment, with optimal security and respect for your privacy. Adyen e-commerce is the payment solution adopted by several thousand online commerce sites. You will recognize these sites by the mention "Secure Payment by Adyen", which appears on the payment page.

> My order is in "Blocked" status, what should I do?

If your order is in "blocked" status, we invite you to place a new order; this may be due to a payment incident, or you may contact your bank. Your order will still appear in your order history.

> My discount code doesn't work, what should I do?

Remember to check the validity date of your discount code. Also, make sure to respect the box and enter your code without adding any spaces. Remember to clear your computer's cache. If your code works, a text will appear to indicate that your coupon has been taken into account. Codes cannot be combined: if you have several, only one of them can be used when placing your order. After following these procedures and in the event that the code does not work, do not hesitate to contact the online store's customer service by email.

5. Shipping and Receiving

Once your order has been prepared, delivery times vary depending on the delivery method selected when confirming your order:

Delivery method	Country of delivery	Costs	Delivery times	Return cost
GLS home delivery	Metropolitan France	5€ Free with purchases of €200 or more	3 to 5 working days	At your expense
Chronopost	Metropolitan France	10€	2 working days	At your expense
Colissimo International	Switzerland, Belgium, Luxembourg, Netherlands	5€ Offered from €300	3 to 5 working days	At your expense
Colissimo International	Germany, Austria, Spain, Ireland, Italy, Portugal, United Kingdom.	10€ Offered from €400	3 to 5 working days	At your expense
Colissimo International	Andorra, Vatican City State, Gibraltar, Guernsey, Jersey, Liechtenstein, San Marino	10€ Offered from €400	7 to 10 working days	At your expense
Colissimo International	Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Switzerland, Czechia	12€	4 to 6 working days	At your expense
Colissimo International	Albania, Algeria, Balearic Islands, Bosnia and Herzegovina, Bulgaria, Canary Islands, Ceuta, Cyprus, Croatia, Egypt, Finland, Greece, Iceland, Kosovo, Libya, North Macedonia, Malta, Morocco, Melilla, Moldova, Montenegro, Norway, Romania, Serbia, Tunisia, Ukraine	20€	7 to 10 working days	At your expense
Colissimo International	Guadeloupe, French Guiana, Reunion, Martinique, Mayotte, Saint-Barthélemy, Saint-Martin, Saint-Pierre-et-Miquelon	30€	7 to 10 working days	At your expense
Colissimo International	United States & Canada	25€	Approximately 10 working days	At your expense
Colissimo International	Australia, Canada, China, South Korea, Hong Kong, India, Israel, Japan, Macau, Singapore, Taiwan, Thailand, Vietnam	40€	7 to 10 working days	At your expense
Colissimo International	Africa, South America, United Arab Emirates, Middle East, Rest of Asia	47€	7 to 10 working days	At your expense
Colissimo International	Greenland, Niue, New Caledonia, French Polynesia, Svalbard and Jan Mayen	54€	7 to 10 working days	At your expense

> I placed an order and would like to track my package

First of all, thank you for your order. To track your package, please log in to your personal space using your email address and your personal password. Then, simply go to the "My Orders" tab and search for the order in question and click on "Delivery Tracking". We also inform you that as soon as your order is shipped, an email will be sent to you with the tracking link for your package.

> Can I have it delivered abroad?

We currently deliver to the following countries: Metropolitan France, Belgium, Germany, Netherlands, Luxembourg, United Kingdom, Ireland, Italy, Spain, Portugal, Austria, Denmark, Hungary, Poland, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Switzerland, Greece, Iceland, Finland, Norway, Sweden, Turkey, United States, Canada, Australia, Japan, South Korea.
The list of countries available for delivery will be offered to you after validation of your basket.

> What should I do if I am not at home at the time of delivery?

If your carrier is GLS, Chronopost or Colissimo International: the package will be delivered directly to your home. If you are not at home at that time, a calling card will be left in your mailbox, or your order will be left at the nearest collection point. This card indicates the time and day of the call as well as the post office where you can collect the package. You will then have to go to the indicated post office with the calling card left by the postman and a piece of identification to collect it. You then have a period of 14 days, after which the package will be returned to us.

> I haven't received my order yet.

If you haven't received your order yet and the delivery time has expired, we invite you to check your email and spam folders. You likely received an email informing you that the order has left our warehouse.

Please note that during sales or other promotional offers, delivery times may be slightly longer.

> What should I do if my product is damaged or if I have not received the product I ordered?

We invite you to contact Customer Relations by email: serviceclient@petitemendigote.fr.

> I have not received my entire order, what should I do?

If your order has arrived incomplete, we invite you to contact us by email: specifying your order number and the missing items.

> What should I do if I lose a button?

An additional button is included with most Petite Mendigote items that come with buttons. Unfortunately, we will not be able to send you a new button as we do not have stock from previous seasons. If your item does not come with an additional button, please contact us by email at the following address: serviceclient@petitemendigote.fr.

6. Return and refund

> I wish to return my order

To return your order, we invite you to follow the following steps:

- Log in to your account using your email address and personal password;

- Click on the “My Orders” tab then search for the order concerned and click on “Return Request”;

- Complete your return request, specifying the reason and quantity of each item;

- Validate, then print your return slip and slip it inside your package. The return address is indicated on the latter.

You have a legal period of 14 days upon receipt of your package to make your return request.

> What is the reimbursement period?

Your refund will be made within 14 days after receipt of your return package in our warehouse or proof of shipment of your return package directly to the payment method used to validate your order.

If you have a deferred debit card, the refund will take place under the same conditions as your usual debits.

7. Technical problems

> I am not receiving your order and shipping confirmation emails?

These emails may be found in your "junk" or "spam" folder in your email software, as these are increasingly sensitive to protecting the privacy of their users by identifying emails that are not part of your contacts, for example. We recommend that you authorize the domain in your anti-spam tool and/or your email.

> I can't make my payment, what should I do?

If your payment doesn't go through, check that your card numbers or expiration date aren't incorrect. Check with your bank to make sure they haven't blocked the payment. For security reasons, customer service doesn't have access to your bank details but remains available to guide you.

> Which internet browsers should I use to access the site correctly?

The Petite Mendigote website is available with Microsoft Internet Explorer 8 or higher as well as on all versions of Mozilla Firefox, Google Chrome, Safari and Opera.

You can install the latest versions of each browser through the following links:
- Google Chrome
- Mozilla Firefox
- Safari
- Microsoft Internet Explorer

8. Information and Services

> How to choose the right size?

A size guide is available by clicking here

> What should I do if an item has shrunk after washing or dry cleaning?

Each product has a detailed label attached to the inside of the garment with specific cleaning and care instructions. If an item shrinks after cleaning, we assume that the care instructions were not followed. Unfortunately, we will not be able to replace items that have changed their "shape" due to improper cleaning, or that are the result of normal wear and tear.

> How can I contact Customer Relations?

You can contact us by email at the following address: or by phone at 01 59 13 15 69