Your little questions (FAQ)

Returns and refunds

Of course! You can submit a return request up to 30 days after you received your order. We are very sorry that our pieces do not suit you, but we respect your right to withdraw.

You can make your request on your own by going to our returns portal (available in your account if you have one, and always at the bottom of the homepage under "MAKE A RETURN"). 

Once in the portal, you will only need to enter your order number, your postcode and you will only have to select the items to be returned and the reasons for the return. If you submit your request within 30 days of receiving your order, you will be able to generate a prepaid shipping label. 

⚠ IMPORTANT: If you choose to make your request by email (another accepted possibility, you will have to specify your order number, the items to be returned and the reasons for return), note that the 30-day deadline ONLY applies to the formulation of your request, and not to its processing by our team — so don't panic if our little team sometimes take a while to reply, it is the date of your request that counts!

If you are in metropolitan France and your return request respects the 30-day deadline, your return costs will be supported by LA PETITE ÉTOILE - you will not have not have to spend anything more! 

No need to print anything either, you will be able to present directly the barcode which will be displayed after submitting your request in the return portal at the time of your parcel deposit at the Post Office of your choice. Of course, you still have the opportunity to follow the traditional procedure: in the returns portal, you can always download, print and stick a shipping label on your parcel before dropping it off at the Post Office ;)



⚠ ATTENTION: For your return to be valid, the items must be returned to us in their original condition: new, unworn (with the guarantee tag) and unwashed. It is imperative that your parcel contains a purchase invoice or the original delivery note: so don't forget to include either of these documents so that we can identify your parcel, certify your purchase and refund you correctly.

Your refund will be issued after identification and verification of your order (and not immediately at the time of reception) by our small team, which can take several days after the delivery date announced — but do not panic, your return will be handled and you can always write us by email or via social media if you have any questions about your return ;) 

The funds will then be credited on the account used for the initial transaction (via Paypal or by Credit Card). Note that there is a delay between the emission and reception of the funds by your bank, so do not worry if you do not immediately see the amount appear on your bank account. 

 

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Pssst, note that the shipping costs advanced on the initial delivery are not included in the refund, provided that the return shipping costs are covered by us.

An exception applies if (1) you return faulty items, (2), or if you proceed to the return of your items at your own expense — in these cases, the original shipping costs will be refunded ;)

Delivery & order tracking

We offer two types of delivery in France: collection point or home delivery (with signature), both within 4-5 working days*. We also deliver abroad in EU countries within 5-6 working days*.

*Except during sales when delivery times are longer.

Our delivery service is provided by our partner Mondial Relay.

Our orders are delivered from Monday to Friday by Mondial Relay, Colissimo and B2C Europe, depending on the delivery option chosen (respectively collection point, home and abroad).

Once your order has been dispatched, a confirmation email will be sent to you with the tracking number of your package. That way, you will be informed of each step of the delivery of your parcel. 

You can also find your tracking number directly in your personal account. 

We deliver your orders throughout France and to the following EU countries: 
- Germany
- Austria
- Belgium
- Denmark
- Denmark
- Finland
- Italy
- Luxembourg
- The Netherlands
- Portugal
- Sweden

Please note that, although legally part of France, the DOM-TOM countries (Guadeloupe, Martinique, Guyana, Reunion, Mayotte, Saint-Barthélémy, Saint-Martin, Saint-Pierre-et-Miquelon and French Polynesia) are not included in our delivery offer.

However (and this applies to any other country in the world), an exception can be made if you are ready to pay the shipping costs that apply to a delivery in your region. For more information or to request a quote, please write to our customer service team.

Payment

You can pay for your online orders:

- By credit card (CB, Visa, Mastercard, Maestro and American Express) via the secure platform of our partner PayPlug;
- Via Paypal by logging into your account at the time of payment;
- By means of a gift card or a discount code to be entered in the dedicated field.

Your bank details are 100% secure according to the latest standards, whether your payment is made via Payplug's PCI DSS secure platform or via Paypal.
Absolutely not, your bank details are never in our possession!
If your payment was not successful, please try again with another payment method.

If you are still unable to pay for your order, please contact our customer service at bonjour@lapetiteetoile.com. Our team will be happy to help you!
You can find all the information relating to your orders (shopping cart summary, amount paid...) directly in your personal account if you have chosen to create one.

Gift Card

The gift card gives you the opportunity to offer the person of your choice an amount of shopping to spend on our entire website, without them having to pay anything (depending on the amount chosen and the value of their shopping cart)!

Our digital gift card comes in the form of a digital discount code for a certain amount to be used in one or more transactions, depending on the wishes of your beneficiary.
Our gift card works like a discount voucher to be offered to your beneficiary: it will give them a unique code to be entered in the dedicated field before validating their shopping cart and this code will be applied as a discount on their order.

- If the value of the basket is less than the amount of the gift card, the remaining amount on the card can be used for future purchases.
- If the value of the basket is greater than the amount of the gift card, your recipient will have to make up the difference with an additional payment.

Please note that your beneficiary will be able to use the gift card on all of our website, without any restriction of products or periods: the card can even be used during our annual sales, which makes it possible to spoil the lucky person twice!

To give a gift card to the person of your choice, simply follow these steps:
1. Go to the dedicated page.
2. Choose the amount to offer among those proposed by default: €50, €150 or €250
3. Add the card to your cart like any other product and proceed to payment.

The gift card code will be sent directly to you (to your own email address): as for the presentation to your beneficiary, we prefer to let your creativity speak and for you to personalise the card to prepare the best of surprises!

Unfortunately, you cannot. Our gift card is by default offered in increments of €50, €150 or €250.

But don't worry, it can always be used in several instalments by its beneficiary if the value of their shopping cart is lower than the amount offered, or completed by an additional payment if it is higher ;)
Once purchased, a gift card is valid for 1 year from the date of purchase and can be used in one or more transactions throughout our site.

Please note that it is not yet possible to use a gift card purchased on the website in our physical shops - and vice versa...
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