We use Chronopost, DPD, UPS, PostNL and Dachser to ship in Europe and Worldwide.
Free delivery above 300 euro (except furniture and except certain countries, such as Finland & Sweden or shipment outside of Europe).
SHIPMENTS TO SWISS and destinations that are not on the mainlaind
SHIPMENT OUTSIDE OF EUROPE (excl: Europe)
How quickly will my order be shipped?
When a product is in stock your order will be shipped the next working day or sometimes the same day.
NOTE: In case of an urgent shipment it is advised to mention this in the comment field at the checkout page or send us and email, so we can assure your order is shipped with priority. Our warehouse and logistic service is based in the France (Lyon), but sometimes articles are shipped directly from our supplier or from our physical shop in Spain.
How to see if a product is in stock?
The delivery time for each product is indicated on the product page.
Am I automatically notified when delivery times are changed?
We will inform you when a product can not be delivered within the time indicated on the website. You will be informed by email or phone. You can than decide is you wish to wait for the article or if you prefer to cancel your order.
What will happen when I order multiple products with different delivery times?
We will contact you to ask whether you wish to receive a partial shipment or if you wish to wait until your order is complete and receive all articles at the same moment. Sometimes, a partial shipment is not possible (for example for shipment outside of Europe). In this case we will inform you accordingly.
Can I track the status of my order?
At the time of shipment, you will automatically receive an email notification with the tracking number of your package. Sometimes the tracking is not active yet when you receive the tracking. That means the package has not left our warehouse yet or the package has not arrive yet at the transport depot, where it will be activated.
Who delivers my order?
In France we usually deliver with DPD, DHL and GLS. However, we also use international carriers who work together with transport companies. Usually the local postoffice service.
How furniture delivery is arranged?
The carrier responsible for delivering your order will contact you to arrange an appointment. Furniture is delivered until the door, but is not carried up. In some countries it is possible to ask for an extra service to carry the furniture up. Please contract us in case you wish to request such a service, so we can inform you about the possibilities and costs.
How fragile items are packed?
Fragile goods are carefully wrapped.
Our logistics partner is using reconditioned cardboard by companies employing people in rehabilitation.
I have a question about a characteristic of an item?
If you have any questions about the color, size or packaging of an item, you can reach us by email at [email protected] or phone.
RETURN & EXCHANGE
If you want to return your order, you have 14 days after reception of the goods.
EXCEPTION: PRE-ORDERED PRODUCTS THAT REQUIRE SPECIAL PRODUCTION
Orders containing pre-ordered products already in production cannot be canceled. This applies for example for sofas sold on the Petite Lily Interiors online store, or other (large) items on demand. Sofas, or other articles ordered on demand, cannot be returned as they are produced on order and ordered on demand.
IMPORTANT: In case you which to cancel an order that has already been shipped, the shipment costs* will be charged to you. Meaning you will receive a refund, minus the shipment fees.
*We apply a flat shipment rate on our webshop. However, esepcially in case of a pallet shipment, transport costs are usually higher than the shipment fees we invoiced to you when you ordered. In case you cancel and/or refuse an order that has already been shipped to you on a pallet, we will invoice the actual shipment fees that the transporter charged us for your shipment.
4 STEPS TO RETURN YOUR ORDER
Step 1 - Request a return
You can request a return by loggin into your account and choose the option to request a return.
You can contact our customer service via the below contact details to request a return. We will add the return request in your account for you.
Step 2 - await return approval and return label from our customer service
We will check your request and if the return is within 14 days after delivery, we will approve your return. After approval we will send you a return label and inform you about the costs of return (depending your country, the costs will be between 10 eur and 24,50 euro).
Important : Returns from Portugal, Italy, UK, Greece, Finland and Ireland should be organised and paid by yourself. We do not have a possibility to send a return label for these countries.
Return costs per country
Step 3 - Drop off the return at the local post office
Drop off the package in it's original packaging materials at the nearest local postoffice with the return label attached.
Step 4 - Quality check and accept/deny return
after receiving the return we will check the article for quality. If the article is receive in it's original state without any damages, we will send you a new article or a refund will be issued within 7 to 14 days. The cost for the return are reduced from the refund issued.
The return is at your expense. However we can help you with the return and propose you a reduced fixed price as explained above. Only in case of damage during transport or an error from our part, the refund will not be charged.
The right to restitution expires after fourteen days, after which time the guarantee period takes effect. When returning your order, please note the following:
It is unfortunately not possible.
When returning a product, you will receive a confirmation once it is received and is being processed. Within two weeks, the amount of returned items will be refunded or you will receive a new product. In order to process your return as quickly as possible, it is necessary that you follow the above steps correctly.
If your order is not complete, please contact our customer service within 24 hours after receiving your order.
When you receive the delivery, please check the shipment for any outside damages on the packaging before signing the freight letter. In case of any damages, please make a remark on the freight letter and follow the below instructions in case of receiving a damaged article.
3 STEPS TO FOLLOW IN CASE OF DAMAGE
Step 1 - Photos of the damaged articles and packaging
Step 2 - Description of the damage
Please send an email with the photos (see step 1) plus a clear description of the damage within 24 hours after receiving your package to: [email protected]
Step 3 - Await confirmation of your claim
We will reply to your claim within 24 hours to inform you if the claim is complete or if we require additional information. In case of approving your claim a new article will be send to you within 24-48 hours. If the article is not on stock, we will communicate the expected delivery date.
Questions about your tracking?
For questions regarding your delivery, please advice the tracking code that you received per email. Please check the delivery information carefully. For modifications to the address or in case a tracking does not show any update for more than 5 days, please contact our customer service per email or phone.
What happens when I am not home when the package is being delivered?
In case you are not home during the first delivery attempt, your package will be delivered at the nearest pickup point. You need to collect your package within 14 days, or the package will be returned to sender. If the package is returned to us because it was not picked up on time, the costs for a new delivery will be charge to the customer. Therefore we advice you to follow your tracking closely.
Delivery time outside of Europe?
The expected delivery time for orders ouside of Europe is 4 to 10 working days. However the customs of your country can take up to 30 days to clear your package. So if the tracking indicates your packages was received in the country of destination and the tracking does not move, it means your package has not been cleared by customs yet. If your package has not been cleared after 30 days, please contact our customer service per email of phone.
Pallet delivery by transporter, how does it work?
The delivery of a pallet shipment will always be announced in advance. When you agree with the delivery date / time proposed by the transporter and you are not present, the extra charges for a 2th delivery will be charged to the customer. The extra charges for vary depending the size and number of pallets, however on average are 100 euros.