FAQ

Relevant postage and packing costs are detailed in the table below.

Our logistics teams will prepare your package and hand it over to the carrier within 5 working days of placing your order.

Find in the table below, the delivery methods and rates we offer according to the amount of your order :

Metropolitan France and Monaco
+ Mondial relay, delivery to a relay point, within 3 to 6 working days: 4,95€, offered from 150€ of purchases
+ Colissimo, home delivery, within 2 to 5 working days: 6,90€
+ Chronopost, express home delivery, within 24 hours if your order is validated before 1pm: 15€

Switzerland (Free customs fees)
+ DHL standard, 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€

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

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

Danemark, Finland, Greece, Irelande, Portugal, Sweden
+ DHL standard, delivery within 3 to 5 working days: 17€
+ DHL express, delivery within 2 to 3 working days: 20€

Return costs are at the customer's expense for returns from abroad.
Return costs are offered (except for orders placed during the Braderie) in Mondial Relay pick-up point only, in Metropolitan France.

We deliver to mainland France (including Corsica) as well as Monaco and some countries in the European Union. The list of countries we deliver to as well as the relevant postage and packing costs are detailed below.

Metropolitan France and Monaco
+ Mondial relay, delivery to a relay point, within 3 to 6 working days: 4,95€, offered from 150€ of purchases
+ Colissimo, home delivery, within 2 to 5 working days: 6,90€
+ Chronopost, express home delivery, within 24 hours if your order is validated before 1pm: 15€

Switzerland (Free customs charges)
+ DHL standard, delivery within 3 to 5 working days : 7,95 CHF (normal price CHF 14)

Belgium
+ DHL Standard, delivery within 3 to 5 working days : 8,95€
+ DHL express, deliveries 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, deliveries within 2 to 3 working days : 20€
+ Mondial Relay : 7€

Italy
+ DHL Standard, delivery within 3 to 5 working days : 7,95€
+ DHL express, deliveries within 2 to 3 working days : 20€

Luxembourg
+ DHL Standard, delivery within 3 to 5 working days : 8,95€
+ DHL express, deliveries 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, deliveries within 2 to 3 working days : 20€
+ Mondial Relay : 6,95€

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

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

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

Danemark, Finland, Greece, Irelande, Portugal, Sweden
+ DHL standard, delivery within 3 to 5 working days: 17€
+ DHL express, delivery within 2 to 3 working days: 20€

Return costs are at the customer's expense for returns from abroad.
Return costs are offered (except for orders placed during the Braderie) in Mondial Relay pick-up point only, in Metropolitan France.

Your order tracking number will be sent by email once your parcel has been passed to the courier.
By clicking on it, you can access an interface enabling you to track the progress of your parcel. Your parcel number is also available in your customer area, under MY ORDERS. The order delivery date will be sent to you when you enter your delivery address. You will therefore be informed of the latest date when you will receive your order before completing your online purchase (a maximum of 2 to 7 working days from the date when the order was placed).

If the order recipient is not in at the delivery address, your parcel will be left at the postal contact point and a note will be left in your letterbox indicating the details.

Your parcel will be kept at the postal contact point for a period of 15 calendar days, counting from the day after the note was left. After this time, the parcel will be returned to us.

If the time limit expiring is your fault (for example, the delivery address you provided was incorrect, or you have not been to collect the parcel within the 15-day limit) you will be responsible for the cost of returning the parcel. Do not hesistate to contact our customer service: indeed, in such cases, we can send back our order or refund it.

Once the order has been confirmed, it is unfortunately no longer possible to make any changes.

This is because, to guarantee you the shortest delivery times, we prepare and dispatch your order within hours of you confirming your basket.

However, it is possible to amend your default address for your next orders within the ‘my details’ section in your customer area.

Return costs are at the customer's expense for returns from abroad.
Return costs are offered (except for orders placed during the Braderie) in Mondial Relay pick-up point only, in Metropolitan France.

Returns to shops are not accepted. You can only proceed to returns for articles bought on our official e-shop (Returns for products bought in store cannot be made via the e-shop. If this is the case, we invite you to directly contact the shop where you bought). Returns can only be made by adhering strictly to the procedure below.

You must complete and print the Returns Slip using the returns form, and enclose it with your parcel. Then click here to access to the returns page. Proceed with your order number and your email adress.

Without this returns slip, the return will not be accepted by The OZ.
Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or damaged. The returns address is shown on the returns form that you can download.
For The OZ to take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items.
the Customer is exclusively responsible for the cost of returning items.
Your refund will take effect within fourteen (14) days of receiving the items. You will be refunded by crediting the bank account or method of payment used for your payment.

You will receive an email as soon as your parcel is received at our logistics centre. If you have not received an email confirming receipt within 10 days of returning your items, please contact the Customer Service Department and we will get back to you as soon as possible. We would recommend including your parcel reference number with your message.

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

Returns to shops are not accepted. You can only proceed to returns for articles bought on our official e-shop (Returns for products bought in store cannot be made via the e-shop. If this is the case, we invite you to directly contact the shop where you bought). Returns can only be made by adhering strictly to the procedure below.

You must complete and print the Returns Slip using the returns form, and enclose it with your parcel. Then click here to access to the returns page.

Proceed with your order number and your email adress.
Without this returns slip, the return will not be accepted by The OZ.
Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or damaged. The returns address is shown on the returns form that you can download.
For The OZ to take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items.
The Customer is exclusively responsible for the cost of returning items.
Your refund will take effect within fourteen (14) days of receiving the items. You will be refunded by crediting the bank account or method of payment used for your payment.

On receipt of your parcel, if you see that the packaging is showing signs of damage, you may either: refuse the parcel, in which case it will be returned straight to our logistics centre: or ask for it to be delivered to your post office so that you can open it in the presence of an authorised officer. If your parcel has been accepted by an unknown third party, you can fill in the Post Office contact form or put in a claim with the UPS claims department. A customer advisor will look into your request and you will be sent a response as soon as possible.

UPS France Claims Department EC/SC/mb BP 93730 31037 TOULOUSE cedex 1, France.

In any case, you may not accept the parcel whilst expressing reservations.

Once your payment is accepted, you will be redirected to a screen on our website confirming your order. Within a few minutes, you will then receive a confirmation email summarising the details of your order.

If you have not received this email, please contact our Customer Service Department stating the time and date of your order, as well as the total amount of the order.

We will then confirm whether the order has been received or whether further action is needed to confirm it.

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 was forced to return your package.

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

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

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

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

DES PETITS HAUTS pays particular attention to the quality of its products. However, should you find any faults despite all the quality checks carried out, please inform us of this problem so that we can send you a replacement or a refund. Please follow the returns procedure and state the reason for returning. If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will of course be paid by us.

If you have successfully finalized your order and have not yet received it, check its status from your customer area. If it is indicated "in progress ...", it is because it has not yet been dispatched. 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 you by email or from your customer area.

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

It is not necessary to wash your mesh systematically after wearing them, sometimes it is sufficient to air them out. For maintenance :
+ Use a very small quantity of a special wool detergent, be careful, too much detergent or too strong a detergent can make your stitches felt.
+ If you have any doubts, hand wash your knitwear with your fingertips in cold water. Wash it quickly, don't let it soak for hours. Rinse several times in cold water, never wringing it out.
+ Add a few drops of white alcohol vinegar to the last rinse water to remove detergent deposits from the wool.

Drying a sweater is no easy task, especially never wring out your stitches! Don't twist them either. Dry them by blotting them with a towel. Then place your mesh on another towel, flat, it will resume its shape, and ironing will be unnecessary. If ironing is necessary, do it upside down, with an iron not too hot, gently, without crushing it.

If your mesh has shrunk, a blow of the steamer lengthwise will allow you to restore it to a nice size.

If it's already in the shop, a little patience: it will be arriving on our online shop very soon.

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

Designer accessories are only sold in our boutiques, so don't hesitate to contact them, you can find the list of addresses 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 as used.
For a code to be valid, the conditions of the offer must be respected, you can consult them in the information at the bottom of the site or the newsletter.

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

You have up to 3 attempts to pay for your order. If none of these attempts is successful, your payment will be refused and you will be redirected to a screen on our website explaining that your payment has been refused.

Your payment may have been refused for different reasons: an error entering your card details, the order amount may have exceeded your payment limit, etc.

Contact our Customer Service Department to find out why and reach another solution for completing your order. We would remind you that VISA ELECTRON and MASTERCARD MAESTRO cards are not accepted as payment on our website.

Yes, payment is 100% secure. Transactions carried out on www.despetitshauts.com are secured by our partner payment system.

All information communicated in order to process payment is encoded using the SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted or used by any third party, nor will it be retained on our IT systems.

When you are asked to insert your credit card number, you can check that you are in a secure zone by using your browser.

For your security, Ayden checks that the connection with your browser is secure before sending your financial information. Ayden is a technical service provider, and is not responsible for any disputes regarding orders. These must be dealt with directly via www.despetitshauts.com or your bank.

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.

We offer an in-store reservation service from our site. Go to the page of the desired item and click on "reserve in store".

Then you can select your size and your store and finally enter your contact details.
Once the store has validated your reservation, you will receive an SMS.
You have 48 hours to pick up your item in store, try it on and pay for your purchase! You are free to choose another item or another size!

The reductions cannot be applied to your purchase beyond the period indicated in the store and on our site. The conditions of exchange and credits under one month in store apply to your purchase, returns are made in stores.

For purchases made in Des Petits Hauts boutiques, you have one month from the date of purchase to exchange your item or obtain a credit. Exchanges and credits are only possible in the country of purchase. We do not offer in-store refunds.

We are unable to return or exchange purchases made at our multi-brand retailers and department store corners. Do not hesitate to contact the store concerned directly.

If your purchase has been made:

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

+ On our site, you can contact our eshop customer service at the address: eshop@despetitshauts.com. < br /> Be sure to give us your order number, as well as send us one or two photos illustrating the problem encountered.

For any questions regarding a purchase made in store, we invite you to contact the point of sale concerned. You can also write us a message at the address: serviceclient@despetitshauts.com

For any questions related to an e-shop order, or about the operation of the site, contact dedicated customer service. Have the order number indicated on your delivery slip or your order confirmation email.
+ By email here.
+ By phone from Monday to Friday from 10 a.m. to 6 p.m. to 01.80.05.15.48

Returns to shops are not accepted. You can only proceed to returns for articles bought on our official e-shop (Returns for products bought in store cannot be made via the e-shop. If this is the case, we invite you to directly contact the shop where you bought). Returns can only be made by adhering strictly to the procedure below.

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