FAQ

Our logistics teams prepare your package and deliver it to the carrier within 48 working hours after placing your order.

During holiday seasons or promotional events, our processing time may be extended.

Find in the table below the delivery methods and prices that we offer depending on the amount of your order:

Mainland France and Monaco
+ Chronopost – pickup point – within 2 to 3 business days after shipment: €4.95 or free for orders over €150
+ Chronopost – home delivery – within 1 to 2 business days after shipment: €6.90

Switzerland (Free customs fees)
+ Standard DHL, delivery within 3 to 5 working days: 7.95 CHF (normal price of 14 CHF)

Belgium
+ DHL Standard, delivery within 3 to 5 working days: €8.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay: €5.95

Germany
+ DHL Standard, delivery within 3 to 5 working days: €9.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay: €7

Italy
+ DHL Standard, delivery within 3 to 5 working days: €7.95
+ DHL express, delivery within 2 to 3 working days: €20

Luxembourg
+ DHL Standard, delivery within 3 to 5 working days: €8.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay: €5.95

Spain
+ DHL Standard, delivery within 3 to 5 working days: €8.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay: €6.95

Austria
+ DHL Standard, delivery within 3 to 5 working days: €14
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay: €10

The Netherlands
+ DHL Standard, delivery within 3 to 5 working days: €14
+ DHL express, delivery within 2 to 3 working days: €20

Bulgaria, Croatia, Cyprus, Czechia, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia
+ Standard DHL, delivery within 3 to 5 working days: €20
+ DHL express, delivery within 2 to 3 working days: €27

Denmark, Finland, Greece, Ireland, Portugal, Sweden
+ Standard DHL, delivery within 3 to 5 working days: €17
+ DHL express, delivery within 2 to 3 working days: €20

We deliver to mainland France (Corsica included) as well as Monaco and certain countries of the European Union. The list of countries delivered and the associated shipping costs is detailed below:

Mainland France and Monaco
+ Chronopost – pickup point – within 2 to 3 business days after shipment: €4.95 or free for orders over €150
+ Chronopost – home delivery – within 1 to 2 business days after shipment: €6.90

Switzerland (Free customs fees)
+ Standard DHL, delivery within 3 to 5 working days: 7.95 CHF (normal price of 14 CHF)

Belgium
+ DHL Standard, delivery within 3 to 5 working days: €8.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay, delivery within 3 to 6 working days: €5.95

Germany
+ DHL Standard, delivery within 3 to 5 working days: €9.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay, delivery within 3 to 6 working days: €7

Italy
+ DHL Standard, delivery within 3 to 5 working days: €7.95
+ DHL express, delivery within 2 to 3 working days: €20

Luxembourg
+ DHL Standard, delivery within 3 to 5 working days: €8.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay, delivery within 3 to 6 working days: €5.95

Spain
+ DHL Standard, delivery within 3 to 5 working days: €8.95
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay, delivery within 3 to 6 working days: €6.95

Austria
+ DHL Standard, delivery within 3 to 5 working days: €14
+ DHL express, delivery within 2 to 3 working days: €20
+ Mondial Relay, delivery within 3 to 6 working days: €10

Netherlands + DHL Standard, delivery within 3 to 5 working days: €14
+ DHL express, delivery within 2 to 3 working days: €20

Bulgaria, Croatia, Cyprus, Czechia, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia
+ Standard DHL, delivery within 3 to 5 working days: €20
+ DHL express, delivery within 2 to 3 working days: €27

Denmark, Finland, Greece, Ireland, Portugal, Sweden
+ Standard DHL, delivery within 3 to 5 working days: €17
+ DHL express, delivery within 2 to 3 working days: €20

Once your order has been validated, shipping may take up to 5 business days. As soon as your order is shipped, we will send you an email.

The carrier you selected will also send you your package tracking number. These emails may be hidden in your junk mail (spam), don't hesitate to check ;)

You can also track your package from your customer area in the “my orders” section by clicking on the “track the package” link.

In the case of delivery to a relay point, you will be notified by email of its availability.

If you have finalized your order and have not yet received it, check its status from your customer area. If it says "in progress...", it is not yet shipped.

The preparation time in our warehouse is 48 working hours, if this time is exceeded do not hesitate to contact us for more information.

If the status of your order is "shipped", it means that it has been delivered to our delivery partner. You can track it using the tracking information we provide, we send by email or from your customer area.

If the tracking of your package indicates that it is delivered and you have not received anything, we invite you to contact us here.

If you have already placed an order and there is an error in the delivery address, we are not able to change it.

For home deliveries, you can contact the carrier to change the address once the package has been shipped.

You can correct your delivery address for your next orders from your customer area. In the "my addresses" section, click on "add a new address" and enter your new contact details. Also remember to save it as your delivery address
by default.

In the case of home delivery, if you cannot receive your package, you will receive a notification from the carrier:
+ Chronopost will notify you when your package is delivered to a pickup point, and the address will be available via the parcel tracking.
+ At the pickup point, once your package is delivered, you have 10 business days to collect it. You can authorize someone else to pick it up on your behalf.

When your package is returned to us, it is unfortunately impossible for us to reship it to you.

We will reimburse you as soon as the return is registered by our teams.
You will then receive a refund confirmation email.

Orders placed to the European Union are not subject to customs fees, the amount of VAT is already included in the price of the items.

Orders delivered outside the European Union
may be subject to customs fees and taxes. These costs are the responsibility of the recipient and can be requested upon delivery of the package.
Do not hesitate to inquire with the authorities of the country of delivery.

Declare your return request online:

- Appointment directly
on the returns page accessible here ;

- Enter your order number and email address to
make your request;

Prepare your package:

- Place the item(s) in a package with its original label(s);

- Print and insert the return confirmation email received into the package. The latter can hide in your Spam and take several minutes to arrive. If you cannot print, please insert your delivery note in the package;

Return your package:

- Drop off your package at the post office at this address:

The Other Store at ADS Normandie – DES PETITS HAUTS

ZAC multisite Long Buisson, 2 rue Roland Garros 27930 Guichainville - FRANCE

*If you have your package franked on the Post Office website ,
please enter this address: The Other Store at ADS Normandie
– DES PETITS HAUTS - ZAC multisite Long Buisson - 2 rue Roland Garros -
27096 EVREUX CEDEX 9

- Keep the proof of deposit until your reimbursement (the tracking number allows you to trace your package on the post office website);

Your refund:

- Upon receipt in our warehouses, you will be reimbursed within 15 working days;

- An email will only be sent to you once the refund has been made;

Once your package is received in the warehouse , reimbursement may take up to 14 working days.

A return via relay point can take up to 10 days to reach us.
By post your package will be delivered to us within the following 2 to 5 days.

You will receive an automatic email confirming the reimbursement of the returned items which will be credited to the account used during the purchase . The delivery time depends on the payment method used and your bank.

If you made your return by colissimo you can follow
the progress of your package by entering the package number indicated on your proof of posting from the La Poste website.

Unfortunately, our stores will not be able to take back your purchases made online.

It is currently not possible to exchange an item purchased on our online store.
However, you can return it to be reimbursed and recommend the one you want on our site.

You have 15 working days from the date of receipt of your order at home or its withdrawal in relay point.

Delivery costs:

If you return your entire order, we also refund the initial delivery costs.

If you return only part of your order, the delivery costs are not refunded.

Return costs:

- For orders placed outside metropolitan France: the return shipping costs are at your responsability.

- For orders placed from metropolitan France (except during Outlet period): returns are free of charge, by Mondial Relay pick-up point only.

+ On our site, we invite you to contact customer service
eshop indicating your order number and sending us one to
two photos illustrating the problem to the address: eshop@despetitshauts.com

+ In store: we advise you to contact the store in which the purchase was made.
You can also contact our store customer service. We invite you to tell us the date and store of purchase or to attach your receipt, as well as to send us one or two photos illustrating the problem encountered, to the following address:
serviceclient@despetitshauts.com

Once your order has been validated, we can no longer modify its content or information relating to it, so remember to check your personal information and the contents of your basket before validating your order.

Cancellation is unfortunately not possible, however in accordance with the Chatel law, you have the possibility of refusing your package upon delivery (by not collecting it at a relay point or by refusing delivery when the delivery person passes).

Your package will then be returned to us, we will provide a full refund of the order, once the package
processed by our teams.

Validation of your order can sometimes take around ten minutes, you will then receive your confirmation by email. This can be hidden in your junk mail (spam).

You can also view your order from your customer area on our site. If the order is still not visible after 10 minutes, do not hesitate to contact us here .

We invite you to check your junk mail (spam) or view your order from your customer area.

It is also possible that a typo has crept into your email address. If this is the case, do not hesitate to contact us here.

Unfortunately this can happen in two cases:

+ The product(s) in your order could not be shipped due to a shortage of stock in our warehouses.

+ Your order could not be delivered by the carrier or was not picked up at a relay point on time. Our delivery provider has been forced to return your package.

Unfortunately, we will not be able to reship your order and we are sorry for that. Do not hesitate to place a new order.

It is possible that one of your items is out of stock when your order is prepared. This can happen if the last available item is selected and ordered by multiple customers simultaneously.

We will reimburse you a few days after placing the order, using the payment method used to make your purchase. You will then be informed by email.

If you have not been informed, do not hesitate to contact us here.

The item you received appears to have a manufacturing defect, do not hesitate to contact us with the following information:

+ For a purchase on the online store: your order number and one or two photos illustrating the problem encountered at the address:
eshop@despetitshauts.com

+ For a boutique purchase: attach some photos and your proof of purchase to the following address:
serviceclient@despetitshauts.com .
You can also go to the store, our teams will take care of transmitting your request.

If you have received an item that does not correspond to your order, we
we invite you to send us your order number and one or two photos of the item to the following address: eshop@despetitshauts.com

You can find your invoice on your customer area, in the section my orders. Invoices are not slipped into packages.

If you have finalized your order and have not yet received it, check its status from your customer area. If it says "in progress...", it is not yet shipped.

The preparation time in our warehouse is 48 working hours, if this time is exceeded do not hesitate to contact us for more information.

If the status of your order is "shipped", it means that it has been delivered to our delivery partner.

You can follow it using the tracking information that we send to you by email or from your customer area.

If the tracking of your package indicates that it is delivered and you have not received anything, we invite you to contact us here.

You can view our size guide here .
It will allow you to convert between French, European and American sizes. You will also find precise information on the measurements corresponding to each size. If any doubt persists, you can contact one of our stores to receive direct advice from our teams!

It is not necessary to wash your knitwear systematically after wearing them, sometimes it is enough to air them. For maintenance :
+ Use a very small quantity of a special wool detergent; be careful, too much detergent or too strong a detergent can cause your stitches to felt.
+ If you have any doubt, hand wash your knit with your fingertips in cold water. Wash it quickly, don't leave it soaking for hours. Rinse several times in cold water, without ever
twist.
+ Add to the last rinse water a few drops of
white alcohol vinegar to rid the wool of detergent deposits.

Drying a sweater is not an easy task, especially
never wring your stitches! Don't twist them either. Dry them by patting them dry with a towel. Then place your stitch on another towel, flat , it will return to its shape, and ironing will be unnecessary. If ironing is necessary, carry out
it upside down, with an iron not too hot, gently, without crushing it.

If your stitch has shrunk, a steamer stroke lengthwise will allow you to restore it to a nice size.

To find out the composition of your article and the method
maintenance, you can consult the “composition and maintenance” tab on the product page.

If it is already in store, a little patience: it will arrive very soon on our online store.

If the item you are looking for is part of an old collection, you may have a chance to find it in one of our outlets.

Designer accessories are only sold in our stores, do not hesitate to contact them, you will find the list of addresses here .

If your purchase has been made:

+ On our
site, we invite you to send an email with your order number and one or two photos illustrating the problem encountered to the address:
eshop@despetitshauts.com

+ In store, attach some photos
and your proof of purchase or tell us the date the store of purchase at
the following address: serviceclient@despetitshauts.com.
You can also go to the store, our teams will take care of transmitting your request.

+ At one of our multi-brand resellers or in department store corners:
we invite you to contact them so that they can provide you with
answer.

To find your pretty button, you can write to us at serviceclient@despetitshauts.com telling us the name of the model you are looking for.
Don't forget to give us your postal address, we will do our best to send it to you!

If you have lost the clasp of your pin, you can write to us at serviceclient@despetitshauts.com. We will do our best
to send you the clasp of your favorite pin! Don't forget to give us your postal address.

The models you see in our photographs are generally wearing a size 1. Do not hesitate to look on the product sheet for more details.

We do not offer an alteration service at this time.

We offer the purchase and use of a
E-gift card on the site and valid only on the Des Petits Hauts site.

To find all the information, available amounts and relative conditions of use click here

Did you enter the code correctly? Our codes are sensitive to the slightest typo.

Be careful, do not go back once your code has been validated, it will be considered used.
For a code to be valid, the conditions of the offer must be respected, you can consult them in the mentions at the bottom of the site or the newsletter.

Do not hesitate to contact us if you still cannot validate your code.

If a problem arises with the payment of your order, we advise you to try from another browser (Google Chrome, Mozilla Firefox, Safari) or to try on another device (tablet or smartphone).

Your payment may have been refused for different reasons: an error in entering your bank details, the amount of the order may exceed that of your reserves
financial, etc. Do not hesitate to check this information before confirming your order.

If the problem persists, we invite you to use another means of payment (VISA card, Paypal) or contact your bank.

For security reasons, we cannot take your orders by phone or email. Indeed, we cannot ask you for sensitive information such as your bank details.
You can contact your shop which will be able to offer you distance selling: list of our shops .

Our Adyen payment platform has been developed so that you can make your payments with optimal security and in a timely manner.
respect for private life.
Rest assured, the banking information you provide is encrypted at each stage of your payment. In addition, no banking data is stored on our site.

If you have already placed an order on our online store, you have a customer account on our site!
You can reset your password by clicking on "forgot password". You will receive a reset link by email, do not hesitate to check your spam (or junk mail).

If you do not receive any email, you do not yet have an account associated with this email address! This is the opportunity to create it on our online store.

If you want to receive all our little secrets and privileges, nothing could be simpler, just sign up at the bottom of this page.
Be careful, our newsletters can end up in your spam, remember to add us to your contacts!

If you no longer wish to receive all our little secrets and
privileges, you can click on the “unsubscribe” link at the bottom right of the last newsletter received. We will miss you !

To stop receiving our text messages, reply "STOP" to the number indicated in the last message received.

To change your email address or your password, go to your customer area and click on the "my account" tab. Then enter your new information and click on "save".