FAQ
Orders and Payments
How can I check if my order has been validated?
After confirming your order, you will automatically receive a confirmation email. This email may sometimes end up in your spam folder. We therefore encourage you to check this folder.
Can I change or cancel my order after placing it?
Unfortunately, once an order has been placed, it cannot be modified or canceled. However, please do not hesitate to contact us for any assistance.
What payment methods are accepted?
we accept:
Bank cards: Visa, Mastercard
Payment in installments: via Paypal payment up to 4 times without fees.
Electronic wallets: PayPal, Apple Pay.
Is online payment secure?
Yes, your payment is completely secure. All your payment data is encrypted and no information is shared with third parties.
Delivery
What are the delivery times for my order?
Delivery times in France after collection by our carrier are 24 to 48 hours. For other countries, please refer to our delivery time grid on the page: Delivery and returns .
Do you offer express delivery options?
Yes, we only offer same-day delivery by courier to our customers in Paris for all orders placed Monday to Friday before 12 p.m.
Do you ship internationally?
Yes, we deliver worldwide. You can see the list of countries and other delivery information via the page: Delivery and returns
How can I track the shipment of my order?
To track your order, you must create a PÖ&ME account. From your customer area, you will be able to access the tracking of your order.
What should I do if my order arrives damaged?
Refuse to accept the package and immediately report its condition to the delivery person. Then, contact us at the following address: serviceclient@poemeparis.fr
Returns and Refunds
What is your return policy? Can I exchange a product if I ordered the wrong color?
You have 14 calendar days from receipt of your order to exercise your right of withdrawal. Unfortunately, exchanges are not possible.
possible after order validation. Contact us at serviceclient@poemeparis.fr for any assistance.
What is the procedure if I receive a defective product?
If you notice any defect, please send us a photo of the defect and a photo of the entire product to serviceclient@poemeparis.fr .
We will analyze your request and offer you the most suitable solution.
I received my bag as a gift but I would like to exchange it for another model, how do I proceed?
For a gift, the buyer must make the return request in accordance with our conditions.
Are I responsible for return shipping costs?
In France, returns are free. However, during ongoing sales promotions, a €5 fee will be deducted from the refund. For international returns, the customer is responsible for the return shipping costs.
How long does it take to receive a refund after a return?
Once validated by our returns department, the refund will be made within a maximum of 25 working days, depending on your bank's deadlines.
Can I return a product purchased in store directly via the website?
No, in-store returns do not apply to orders placed on our website. For any inquiries, please contact us at serviceclient@poemeparis.fr
Products and stocks
How can I find out if an item is available?
Our inventory is updated in real time. However, during periods of high demand, a delay may occur. A 5-day preparation period allows us to notify you and find a solution.
Are your products ethically made?
Yes, all our products are manufactured in accordance with ethical standards.
Do you offer limited edition items or online exclusives?
Yes, we regularly release limited editions and online exclusives. Subscribe to our newsletter and follow us on Instagram/Facebook to stay up-to-date.
Where can I find information on caring for your products?
All maintenance information is available via this link: Maintenance
My account and personal data
How to create a customer account on your site?
Click on "My Account" on our website and "Register" then follow the instructions.
I forgot my password, how do I reset it?
Click "Forgot Password" on the login page to receive a reset email.
How can I change my personal information?
Log in to your PÖ&ME account to update your personal information.
How can I unsubscribe from the newsletter?
An unsubscribe link is included at the bottom of each of our newsletter emails. Click it to unsubscribe.
Gift cards
Do you offer gift cards?
Yes, our gift cards are available here: [Gift Card] .
How to use a gift card when shopping online?
Your gift card contains a code. Enter this code in the "Promotional Code" box when ordering.
How long are gift cards valid for?
Gift cards are valid for 8 months from the date of purchase.
Newsletter
Comment puis-je m'inscrire à votre newsletter ?
Il vous suffit d’inscrire votre adresse e-mail en bas de notre site pour rejoindre notre communauté. Vous recevrez un mail de bienvenue avec une petite surprise rien que pour vous ✨.
Pensez à jeter un œil dans vos spams si vous ne le voyez pas tout de suite !
Quels avantages ai-je en m’inscrivant à votre newsletter ?
En rejoignant notre communauté, vous serez informé en avant-première de nos nouveautés, de nos offres spéciales et de nos ventes privées.
À quelle fréquence vais-je recevoir vos e-mails ?
Nous envoyons généralement 2 à 4 newsletters par mois pour vous tenir informé sans surcharger votre boîte de réception. Vous pouvez vous désinscrire à tout moment en un clic si besoin.
Mes données personnelles sont-elles protégées ?
Absolument. Nous respectons votre vie privée et vos données personnelles. Votre adresse e-mail est uniquement utilisée pour vous envoyer notre newsletter et ne sera jamais partagée avec des tiers.
