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Spend €150 for free shipping in Europe [€200 to The US]

PRODUCTS

Q: How do I choose the right size?

A: Visit a product page and click on the "size chart", which has an overview of the deflated diameter of the rings, as well as recommended age for each of our floats.

Q: I have two items in the same colour but there is a slight colour variation between them, why is that?

A: All our products are hand-made using a traditional silk-print technique. This is why there might be a slight colour variation between products which wouldn't occur on digitally printed products.

Q: Do your products meet the required safety standards?

A: Our products are rigorously tested and comply with the strictest international safety standards. We test according to the required qualifications of the EU, the US, AUS & NZ, Japan, China and Taiwan. You can see the complete list of stadards that our products comply with under "QUALITY".

Q: Your products are made of plastic - are you committed to high environmental standards?

A: Of course. Plastic is the only material that has the unique poperties required to make watertight and safe inflatables. This doesn't mean that we take our responsibility lightly - you can read about our commitment to quality here.

ORDERING

Q: Do you ship world-wide?

A: Yes, almost world-wide. You can insert your shipping destination at checkout to get an overview of delivery options. If your country is not listed, please send us an email at customercare@petites-pommes.com to get a shipping quote.

Q: I'm not in the EU, will I have to pay import duties on your products?

A: Yes, you might be requested to pay import duties depending on your country's import regulations. We kindly ask you to review your country's policy before ordering as we do not cover import duties.

Q: How much do you charge for delivery?

A: Please proceed to the checkout page to see available shipping options and rates.

Q: Can I get express shipping?

A: Yes, we offer an express option to most shipping destinations. Please note however that we are not responsible for potential disruptions or delays caused by factors outside of our control once the order has been handed over to the courier.

SHIPPING & DELIVERY

Q: I did not receive an order confirmation?

A: An automated order confirmation is generated with each order. If you have not received one, the reason might be that there is a typo in the email provided at checkout. We also advice your to check your spam folder. Still haven't received it? Please send an email to customercare@petites-pommes.com stating your name and address, and we will revert within 24h (weekends and holidays excluded).

Q: When will my order be shipped?

A: Our warehouse always aim to dispatch orders within 24h during Monday to Friday. Please note that lead times might be slightly longer during peak seasons.

Q: Can I change the delivery address?

A: Once your order has been placed it is unfortunately not possible to make changes to the delivery address. If you made a mistake in your address, please write us an email to customercare@petites-pommes.com and we will try to support with a correction.

Q: Can I change what I have ordered before dispatch?

A: Unfortunately it is not possible to change items once the order has been placed. You can request a cancellation of the order by emailing us at customercare@petites-pommes.com. Kindly note however, that we do not guarantee the possibility of a cancellation. Should the order have left our warehouse already. We kindly ask you to accept the order and then follow our return process for a product refund.

Q: How can I track my order?

A: Once your order has been dispatched you will receive a tracking link by email.

Q: Can I cancel my order?

A: You can request a cancellation of your order by emailing us at customercare@petites-pommes.com. Kindly note however, that we do not guarantee the possibility of a cancellation. Should the order already have left our warehouse, we kindly ask you to accept the order and then follow our return process for a product refund.

Q: It says that my order has been delivered but I did not receive it.

A: Oh no! Sometimes this status is shown when the courier has handed over the delivery to a service point upon an unsuccessful delivery. Please write us an email at customercare@petites-pommes.com and we will help investigate for you. Don't forget to state your order number stated in your order confirmation.

Q: I did not collect my package and now it has been returned.

A: If you ordered to a delivery point and did not pick up your package on time the order will be returned to us. Please write us an email to customercare@petites-pommes.com and we will support you. Please note that shipping costs for uncollected orders will not be refunded.

EXCHANGE & RETURNS

Q: Can I make an exchange?

A: Products that have not been used may be exchanged 14 days after receipt of the order. Please follow the steps outlined in our terms & conditions to make an exchange.

Q: I would like to return an item in my order.

A: Products that have not been used and that are in their original state may be returned within 14 days after receipt of the order. Please follow the steps outlined in our terms & conditions to make a return.

Q: How much is a return?

A: We kindly request you to follow the steps in our terms & conditions to make a return. Returns are made at buyer's expense and the cost depends on shipping rates from the given country.

Q: When will I get my refund?

We issue a refund as soon as we receive a returned order to our warehouse. Upon completed inspection of the goods, we issue the refund immediately. Please note however that depending on your card provider, it may be approximately 1 week until you see the money back on your account statement.

Q: How do I know if my returned order has arrived back at your warehouse?

A: An autogenerated email is delivered as soon as we complete a return to our warehouse and issue a refund. Once you receive this email, you will know that we have received your order and that your refund has been completed.

CLAIMS & FAULTY PRODUCTS

Q: I received a faulty item, what should I do?

A: Oh no! Quality is of utmost importance to us, and should you find that our products does not meet the quality we aim to provide and have received a faulty item, we kindly ask you to send an email to customercare@petites-pommes.com for a refund or replacement.

Q: I received a different item from what I ordered.

Oh no - that shouldn't happen! If we've sent you the wrong item by mistake, please send us an email at customercare@petites-pommes.com stating your order number and a short description of the mistake in your order. Our customercare team will respond within 24-48 hours.

Q: My package was damaged during delivery.

Oh no! Please take a photo of your package at delivery and any damaged items, and send to customercare@petites-pommes.com. Don't forget to state your order number.

STORAGE & CARE

Q: How do I clean my Petites Pommes floats?

A: Rinse with clear water or wipe with a damp cloth. For tougher stains we recommend a light rub with soap and a gentle sponge.

Q: How should I store my Petites Pommes products?

A: Each of our items are delivered in a reusable cotton bag. To extend the life of your items we suggest to always rinse and store your products between use.

Q: I suffered a small puncture on my Petites Pommes float - can I repair it?

A: If your product has accidentally suffered a small puncture you can use the repair patch that is provided with each float. Please note that for safety reasons we do not provide a repair patch with our armbands - these should be replaced if they get damaged and suffer a puncture.

Q: My Petites Pommes float has gotten an uneven shape - what has happened?

A: This may be caused by different factors:

1. Over-inflation. Never use compressed air or over-inflate your products. Air expands in the heat and if too strongly inflated, the product may go out of shape.

2. Darker colours absorb more heat than lighter ones. Due to the striped design of our products, our darker coloursways may swell if left for an extended period in the heat of the sun. For locations with very high temperatures we therefore suggest choosing our lighter colourways with less contrasting stripes.

NEED SOMETHING ELSE?

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