F.A.Q

COVID-19 ORDER & DELIVERY:  When will I be delivered if I order during the containment period?

The safety of all those we work with is our top priority. As of today, the client orders from our e-shop will be prepared and shipped after the containment measures.

DELIVERY

What countries do you deliver to?

Can you deliver to my hotel?

Yes, we can deliver you to your hotel. 

In which case, please provide the name of the hotel in the ‘Company’ field when entering the delivery address.

In addition, please indicate the dates you will be staying in the hotel in the 'Additional Information’ field so that Customer Service can make sure you will receive your order in time. If there isn’t enough time, we will get in touch to let you know.

How long does delivery usually take?

Delivery times are calculated from the moment the order confirmation email is sent. Unless otherwise stated in the product information, here are the standard delivery times according to product families :

At what point is delivery free of charge?

Delivery is free of charge for purchases above €280 for any standard delivery regardless of your geographic area.

How can I track the delivery status of my order?

At each stage of your order processing, we will send you an email; then one of our carriers will take over to inform you of your delivery and schedule a delivery time with you.

You will receive an email from us:

Once your order is confirmed

When your order is being prepared

When you order has been shipped

When your order will be delivered

Our service providers will then contact you by email or SMS to notify you of a delivery date or schedule a date that suits you.

If you have any questions or need clarification for delivery tracking, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

Can I choose a specific date and/or time for delivery?

Our service providers will contact you by email or SMS to notify you of a delivery date or schedule a date that suits you.

If you have any questions or need clarification for delivery tracking, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

Delivery for my order looks rather long. How will I be notified of its arrival?

You will receive an email from us:

Once your order is confirmed

When your order is being prepared

When you order has been shipped

When your order will be delivered

Our service providers will then contact you by email or SMS to notify you of a delivery date or schedule a date that suits you.

If you have any questions or need clarification for delivery tracking, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

What to do if I haven't yet received my package?

If your package hasn’t arrived, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected] Remember to provide your:

first name

name

order number

email address

phone number

If I order more than one product, will they be delivered at the same time?

We try as much as possible to send you all your items at the same time. 

However, this is sometimes not possible. Therefore, we make sure to inform you of the different delivery dates to find out if you want to receive all your items at the same time or not.

If you have any doubts or need more information, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

ORDERING

What assistance/support is there to help place my order?

We recommend calling Customer Service on +33(0)1 44 54 13 95 (open 9am–6pm, Monday to Friday) or sending an e-mail to email à [email protected]

How do I change or cancel my order?

We recommend calling Customer Service as soon as possible on +33(0)1 44 54 13 95 (open 9am–6pm, Monday to Friday) or sending an e-mail to email à [email protected]

To help process your request in a timely manner, please ensure you include: 

Your order number 

Your first name

Your family name

Your telephone number

How do I change or add a delivery address?

Via your personal account, you can change/add your delivery/billing address. 

To do this, log in to your account and select "Manage your address book." However, it is imperative you name each of your addresses (e.g. ‘main address’). 

Please note that if you wish to change your delivery address after ordering, we invite you to contact Customer Service as soon as possible on +33(0)1 44 54 13 95 (open 9am–6pm, Monday to Friday) or by email to [email protected] to find out if it is possible.

What do I do if the model I want is out of stock?

Despite our best efforts, it is possible that a product will become a victim of its own success. If you would like to be notified the next time it is stock, please click the "notify me of its availability" button and then please provide your email address.

You can also contact our Customer Service at [email protected] Someone will keep ensure to keep you informed as soon as possible.

How do I know if my order went through?

Once your order has been received, you will see it appear in your Petite Friture customer account under ‘My Orders’ and marked as ‘order confirmed’.

You will also receive a confirmation email with your order number. However, remember to check your spam if you don’t receive the email.

If you still haven’t received it, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

I didn’t receive a confirmation email. What can I do?

We suggest you first check your spam folder for any unwanted email.

If you have checked and the confirmation email is not there, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

Is it possible to receive an invoice?

Of course, you’re more than welcome to ask for an invoice. To do this, please send an email to Customer Service at [email protected]

How do I add a gift code?

You can add a gift code directly to your order.
The specific amount or percentage of the gift code will be automatically deducted from the total purchase amount.

PAYMENT

What are my payment options?

The payment methods available on the PETITE FRITURE website are:

CB, Visa®, MasterCard® for debit/credit card. You will need to provide your card number, expiry date, and cryptogram when prompted.
Payment by PayPal is available across Europe.

Please note that we do not, yet, accept American Express cards.

Are website payments secure?

Your payment is secure. All payments are processed by BNP Paribas.

When paying by credit card, you are automatically transferred to a payment server protected by S.S.L (Secure Socket Layer) encryption, which guarantees the best possible protection for online payments and protects all data related to the means of payment as effectively as possible.

At no time will your bank details be transmitted to our computer system.

What are my payment options?

There are several possible reasons for payment error: 

1- You have reached your purchase/credit limit 

2- You are paying with an American Express card. Your card will be denied because we don’t currently accept American Express

3- The address you have provided doesn’t match the country of delivery. For example, you want your parcel to be delivered to Belgium, but the ‘country’ has been left as France, your payment will be denied

4- If your payment has been denied and it doesn’t appear to be for one of the aforementioned reasons, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected]

Customer Service will be delighted to help find a solution. 

Also, if you’re still having issues paying for your order, try using another payment method like PayPal.

RETURNS AND REFUNDS

Can I exchange a purchase item?

For any request to exchange items, please send an email to [email protected] providing the following details:

Order number

First name

Family name

Telephone number

The reason why you wish to exchange your item

Can I return or get a refund for a purchase item? 

If you wish to return an item within the cooling-off period (14 days) or if it is still covered by the warranty policy, please contact PETITE FRITURE by email at [email protected], be sure to state:

Your first and last name

Order number

Email address

Telephone number

Product number or the product name and colour of the item you wish to return

If you are returning an item under warranty, you will be asked to provide additional information and photos pertaining to the specific nature of the problem(s) encountered.

Once your request has been approved by PETITE FRITURE, you will be sent a return slip and a postage label to stick on the return package; you will also set a pick-up time and date with PETITE FRITURE for the carrier to collect the package (a 2-hour slot from 9 a.m. and 20 p.m.).

For more information, please read the Terms and Conditions.

Do I have to pay postage and handling for returned items?

For returned items, PETITE FRITURE will cover the costs for postage and handling; unless you chose non-standard postage for which you will be asked to cover the additional costs.

You will be refunded via the same payment method used for the original purchase, unless you expressly request and agree to a different method; in any case, you will not have to pay any additional charges.

Can special order products be returned?

Special order items (e.g. sofas) cannot be returned as per our Terms and Conditions unless they are faulty.

If that be the case, please contact our teams at [email protected], and provide the following details:

First and last names

Order number

Email address

Telephone number

Product number or the product name and colour of the item you wish to return

If you are returning an item under warranty, you will be asked to provide additional information and photos pertaining to the specific nature of the problem(s) encountered.

How long will it take to get a refund?

We strive to process refunds a quickly as possible.

In the case of a postage reimbursement, it will take 15 to 30 working days after receiving your item for the refund to go through.

In the case of a returned item, you will be refunded 15 working days after we receive the item in our warehouse

MY ACCOUNT

How do I log in to my account?

To log in to your account, you need to: 

1- Click on the icon that looks like a person at the top right of the screen

2- You will then be taken to a log-in page where you will have to enter your email address and password in the required fields.

3- Click on ‘Log In’ to access your account.

How do I delete my account?

Should you wish to delete your account, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected] 

If you wish to place a new order, please set up a new account.

How do I reset my (forgotten) password?

To reset your password, simply go to ‘My Account’, by clicking on the icon that looks like a little person.

then entre your old and new passwords in the respective text fields.

If you have forgotten your password, please click on ‘Forgotten password’ on the log-in page, then enter your email address.
You will then receive a new password by email.

If you don’t receive an email from PETITE FRITURE within a couple of minutes:

Please check your spam folder 

If that doesn’t help, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected] to reset your password. 

What do you do with my data? 

In order to process orders, PETITE FRITURE collects a certain amount of personal information and data on customers.

The database set up by PETITE FRITURE for this purpose has been reported to the CNIL (French Data Privacy Authority), in accordance with the requirements stipulated by French law and the GDPR.

PETITE FRITURE has taken all necessary precautions to ensure the security of its files and the protection of its computer system; this include preventing the personal information of customers from being distorted, damaged or accessed by unauthorised third parties.

This data is intended for internal use for:

• any action required to process the customer’s order

• communication and information purposes in accordance with the customer’s preferences

This data is also shared with third parties and Petite Friture partner companies for operational purposes: order payment, order delivery, and customer service.

• to carry out customer satisfaction surveys

• to communicate website statistics

Customers’ personal information will be handed over to a third party that takes over operations in the event of a sale, asset transfer, reorganisation, or liquidation.

For more information, please refer to Article 8 in the Terms and Conditions of Sale.

TECHNICAL QUESTIONS

WALLPAPER: How many rolls of wallpaper do I need to buy?

It depends on the size of the room you want to line and the specific wallpaper you choose. 

Customer Service can assist you in calculating the number of rolls you will need. All you need is to tell us: 

High

Width

The number of walls you want to line

Or can contact Customer Service by:

Phone on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) 

Email [email protected]

WALLPAPER: What wallpaper glue should I use?

Our wallpapers can all be washed, so we recommend using a vinyl glue.

WALLPAPER: Are your wallpapers fire resistant?

Yes, our wallpapers are certified fire resistant

VERTIGO: How do I install my VERTIGO pendant light

Handling the Vertigo light should always be done in pairs to avoid pulling too hard on the bands 

  • Step 1: Remove the lampshade from the central hold 

  • Step 2 : Progressively unfold the rod starting from the top 

  • Step 3: Once entirely unfolded, close the circle with the link tube

For further assistance, check out the video: https://www.youtube.com/watch?v=rxlix-osN7g&t=24s

VERTIGO: I'm moving, how can I pack up my Vertigo suspension?

We recommend that you keep the original box your Vertigo light came in, then you can fold up your light into the box made for that exact purpose. 

If you want to fold it, we strongly advise against using a standard cardboard box.

VERTIGO: My Vertigo light is damaged, what can I do?

Please contact Customer Service at [email protected] (open 9am-6pm, Monday to Friday) and provide us with as many details as possible including photos showing the whole light. 

If you don’t provide us with photos or a video showing the light and the problem, we won’t be able to help you solve your problem. 

LIGHTING :  Can I add a dimmer to my light ?

If you already have a dimmer system (e.g. wall mounted) then you will have to ensure that you use only dimmable light bulbs. 

For it to be dimmable, check for the logo below must on the light bulb’s packaging.

LIGHTING: What light bulb should I use?

We recommend reading the technical information foldout that comes with each light; you will find product-specific information pertaining to bulb types.

LIGHTING: Why won’t my light turn on?

For non-LED lights, we recommend you try using another lightbulb. 

If that still doesn’t work, please contact Customer Service on +33(0)1 44 54 13 95 (open 9am-6pm, Monday to Friday) or by email at [email protected] providing as many details as possible. 

COVID-19

COVID-19 ORDER & DELIVERY:  When will I be delivered if I order during the containment period?

The safety of all those we work with is our top priority. As of today, the client orders from our e-shop will be prepared and shipped after the containment measures.