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  • The website

      Who are we?

      To discover Penelope Store, go here

      How does the site work?

      Penelope Store offers permanent collections that are regularly renewed.

      These collections are completed by Ephemeral Collections in limited quantities EXCLUSIVELY sold on our website (not available at our retailers).

  • My delivery

      What are the delivery charges?

      For Metropolitan France:

      Free from 100€ including tax 

      Order less than 100€ : 11,40€.  

      For the European Union: 

      The amount of shipping costs for a shipment outside metropolitan France is fixed in relation to the weight of the order.

      Other Destinations :

      The amount of shipping costs for a shipment outside metropolitan France and the European Union is fixed in relation to the weight of the order.

      What is the delevery time ?

      You will be informed as soon as the parcel leaves our premises by e-mail. We will give you your parcel number.

      The preparation time is about 2 to 3 days, plus the delivery time, which can vary depending on the destination. (Between 3 and 7 days in total for a destination in France).

      This period can be extended during Sales (Winter / Summer) and Christmas. (Up to 10 days)

      How will my orders be delivered?

      By parcel post La Poste Colissimo. The use of Colissimo allows you/us to track your shipment.

      You are not there on the day of delivery? Don't worry, your postman will leave you a coupon with which you can pick up your package at your post office.

      Can I choose the day of my delivery?

      Despite the importance we give to your order, for technical and logistical reasons, we cannot allow you to choose the day of delivery.

      My package is lost / I didn't have time to pick it up

      You have 15 days after the notice of passage to pick up your package at the post office.

      If your package is lost by the post office, thank you to inform the shipping department via the contact form "contact us" which will open an investigation with the Post Office.

      If necessary, we may ask you to provide the documents necessary for this investigation (such as the tracking number of the parcel, copy of your identity card, proof of address, letter on the honour of non-receipt of the parcel, etc.).

      Penelope store will keep you informed of the progress of the investigation as soon as possible and will contact you in order to implement according to your choice, an exchange or a refund (see exchange / refund section for all questions).

      You can only be reimbursed after this investigation.

      Please note: surveys at the post office can take a long time...

      I refused a package at the post office because it was damaged.

      If your package has been damaged and you have refused it upon receipt, please contact us via the contact form "contact us". 

      The recipient must imperatively check the condition of the packages and their contents in front of the carrier. In case of missing products, damages... a precise and detailed note must be written on the carrier's slip. Notify us by email and confirm your requests by registered letter within 48 hours.

      If this procedure is not respected, no complaint will be taken into account.

  • My orders

      I would like to group two orders

      If your 2 orders were placed on the same day or the evening before until 8:00 a.m. the next day, it is possible. You just have to indicate it to us via the contact form "contact us" by specifying us the numbers of orders which are to be grouped together as well as the final address of delivery.

      Beyond this time, for technical and logistical reasons, it is impossible to group 2 orders together.

      Can I add an item to my order?

      For technical and logistical reasons it is unfortunately not possible to add an article to an order.

      However you can place a second order which can be grouped with the first one if it was made the same day or the evening before until 8:00 a.m. the next day.

      See the conditions in the previous tab: I wish to group 2 orders.

      Where's my invoice ?

      Your invoice will be inside your package. Please keep it carefully as you will be asked for it in case of exchange, refund or guarantee of the product(s).

      Your invoice is also available in "My Account" then "My Invoices".

  • My payment

      What are my means of payment?

      All prices include VAT. Payment is collected at the time of shipment.

      By Credit Card 

      By American Express

      By PayPal

      The products remain the property of Penelope store until their complete payment.

      Is my credit card payment secure?

      You can pay for your order on by credit card in complete security (Carte Bleue, Visa, Eurocard, Mastercard, Amex accepted in France) or by PayPal.

      Payment is made on HiPay Full Service's secure bank servers. This implies that no banking information about you transits via the site of pénélope-store. Your order will be recorded and validated as soon as HiPay Full Service has accepted the payment.

      Thanks to the SSL (Secure Socket Layer) protocol, you can securely transmit the credit card number, the validity date, the name of the cardholder (name on the credit card) and the cryptogram on the back of the card. Your credit card details are encrypted using the SSL protocol and never pass through the network. has no access to these coordinates, and does not keep them on its servers. This is why they are asked again to you at each new transaction on our site. Cards issued by banks domiciled outside of France must be international bank cards.

      When is my payment cashed ?

      Whatever your method of payment your payment is debited only the day of shipment of your package.

      If your method of payment is in deferred debit then the payment will only appear at the end of the month.

      Similarly for a refund, the credit appears only in "deferred" if you have a deferred payment method.

      What happens if my payment is refused?

      If your payment is refused it may be because you have exceeded your weekly debit limit or because of an entry error in one of the numbers on your bank card.

      It is also possible that the payment analysis and control service has refused your payment.

      In this case, your order will not be taken into account. It will be cancelled and no amount will be debited.

      We invite you to renew your order and to contact your bank to identify the possible problem.

  • My reimbursements

      I wish to be reimbursed?

      You don't like your order anymore and you want your money back: no problem!

      You benefit from the "SATISFIED OR REFUNDED" law. 

      You have 30 days from receipt to return the product you do not like, without having to justify the reason. The return costs will be at your expense. You will be refunded the price of the returned product(s) as well as the shipping costs.

      To do this, simply contact us via the "contact us" withdrawal form.

      We will acknowledge receipt of your request and give you a return number.

      You will have to return the parcel to us at :


      Les Floralies Subdivision

      Rue des Lilas

      67450 Mundolsheim 


      Please add a copy of your receipt and the completed cancellation form. The right of return can only be accepted for complete products, in their original packaging, in good condition and accompanied by a copy of the purchase invoice. Items returned incomplete, damaged, soiled or with abnormal use by the customer will not benefit from this right of return.

      Please note that books are not taken back, exchanged or refunded as for personalized items with initials or signatures.

      When will I get my refund?

      Refunds of products will be made within 14 days or less after receipt of the parcel or proof of reshipment of products. Please note: these deadlines may exceptionally be longer during sales and the Christmas and New Year holidays.

      Refunds generally appear on your bank account 3 to 4 days after being activated by our services EXCEPT for deferred payment cards. In this case, the refund will appear at the end of the month (deferred credit).

      Please note: During the Christmas and New Year period (25 December - 5 January) no returns or refunds are guaranteed within the usual time limits. Allow a minimum of ten days for return.

      How much will I get back ?

      The amount of the refund will be equal to the total amount paid by the Member, either the purchase price of the product(s) and any delivery costs.

      If our responsibility is engaged, we will send you a return slip.

      Refunds generally appear 3 to 4 days on your bank account after having been activated by our services EXCEPT for deferred payment cards which appear at the end of the month.

  • My returns and exchanges

      Can I exchange item(s)?

      It is possible to return or exchange items within 30 days of receipt of your order.

      In all cases, the cost of returning and re-routing the item remains the responsibility of the customer. 

      Concerning the returned item, it will be refunded as soon as possible after receipt on our platform. Penelope store has a period of 30 days to process your return and make the refund.

      Here is the address to return your item:


      12 RUE BRANLY 

      67500 HAGUENAU


      For any request for exchange or refund, please contact us via the Contact form "contact us".

      For any item exchange, please put a check of 11,40 € to your parcel, for reforwarding.

      How do I make an exchange ?

      Exchanges of products are not possible on our site, after having requested a return, you will have to reorder.

      Books are not taken back or exchanged. It is the same for personalized items.  The item must be returned new, unused and in its original packaging.

      If you do not like an item ordered

      Please enclose a copy of your receipt inside the parcel and send it to the following address:  


      12 RUE BRANLY 

      67500 HAGUENAU


      Return and re-routing costs are at the expense of the buyer. If our responsibility is engaged, we will send you a return slip. No refund for shipping costs will be made.

      In the event of an error in the order or an exchange for personal choice, the shipping costs for the return will remain the responsibility of the customer. 

      For any article exchange, please put a check of 11,40 € to your parcel, for reforwarding.

      The product received is not conforming/deteriorated

      We undertake to refund or exchange any products that are defective or do not correspond to your order. In this case, please contact our after-sales service via the contact form "contact us".

      We will get back to you as soon as possible to tell you how to proceed.

      The request must be made within 14 days of delivery. Any request made after this period will not be accepted. The products must be returned in the state in which you received them and with all the elements delivered (accessories, packaging, instructions, etc.).

      Please note that Penelope Store can not refund an item that you have damaged, soiled or returned incomplete.

      In case of error on our part, the return costs will be at our expense. We will send you a return slip and the redirection costs will be at our expense.

      There is a product missing from my order

      It is possible that an item is missing from your order.

      It may be out of stock with our supplier. In this case, check your receipt, it must not have been cashed.

      If the product would have been cashed but would not be present in your parcel, it may be a custom order product that requires an additional delay. In this case the indicative delivery time is noted on the product's item sheet for more information please contact us by email via the contact form "contact us" specifying your name, order number, telephone number so that we can contact you.

      I've returned a package, I haven't heard from you...

      There are several possibilities:

      • We may not have received your parcel / proof of reshipment.
      • We may not have had time to process your request. Please note that we process refund / exchange requests within a maximum of 14 days.

      In any case, do not hesitate to contact us via the "contact us" form.

  • My guarantee

      Is there a warranty on my products ?

      Some products purchased on our site have the manufacturer's warranty. This guarantee is indicated on the article sheet.

      The various manufacturers' warranties are generally for one year, parts and labour.

      To be able to benefit from the guarantee of the products, you are asked to keep the purchase invoice. Attention, for some products, it is necessary that you send back the warranty form, completed, otherwise the warranty will not be provided.

      To know the steps to follow concerning the after-sales service, you can contact us via the contact form "contact us" by specifying your name, the date of purchase and the article concerned.

      Implementation of safeguards

      For any warranty, legal or contractual, the return is made according to the terms of the manufacturer/reseller.

      Please note: when you purchase, a warranty coupon will be provided (depending on the items). It is imperative to return this coupon to the address indicated on it. Without this procedure, no warranty can be implemented.

      What are the limits of the guarantees ?

      We draw your attention to the fact that proof of a problem caused by negligence, deterioration or improper use would render the manufacturer's warranty ineffective.

      In this specific case, the product may be returned to you in its original condition, or repaired upon acceptance and prior payment of a quotation made by the manufacturer.

      In any event, the "manufacturer" guarantee the subscription of an additional guarantee does not deprive the purchaser and/or the consumer of the provisions of the legal guarantees (in particular the guarantee of the hidden defects or the legal guarantee of conformity).

  • My products

      Is the photo of the product reliable?

      Please note that the illustrations are not contractual: colour information as well as dimensions, etc. are explained in the title of the product or in its technical data sheet. If you have any doubt, don't hesitate to contact us using the "contact us" form.

  • My personal data

      Who has access to my personal data?

      All personal information that you communicate to us in connection with your customer account is treated with the utmost confidentiality. In other words, your personal data will not be communicated to any person outside the Penelope store company.

      Why do I have to give my email address and mobile number?

      We need this data to be able to contact you quickly in case of problems with your order. If we don't have a valid e-mail address or mobile phone number, we can not guarantee delivery of the ordered items.

  • Technical difficulties

      I lost my password

      Lost your password? Don't panic, please reset your account by clicking on "I lost my password".

      A first email will be sent to you to confirm your request. Once your request is confirmed, a new password will be sent to you by email.

      I changed my address

      You changed your address?

      Please change your contact information in the parameters in the "My account" section and specify it during your next order on péné

      What's a cookie ?

      Cookies" record information that is stored in the memory of your hard drive. This information is used to generate site audience statistics.

      Cookies allow the store to remember your username and password, making it easier for you to log in to your customer account.

      A message may ask you whether you wish to accept cookies, or refuse them. It is also possible to configure your browser to accept or refuse "cookies" penelope-store at any time. We confirm that these cookies do not contain any confidential information about you and can allow the site to function properly.

  • Customer Service - Contact

      How do I contact customer service ?

      Our customer service answers all your questions from Monday to Friday from 10am to 6pm (except public holidays).

      An answer will be given to you within 48 hours maximum (except in exceptional cases) only on the days and at the times indicated above.

      To contact us, please use the contact us form.

  • Pénélope Collections E-gift cards

      What is an E-Gift card ?

      The E-Gift Card is a printable gift card. In PDF, it is only available on and allows you to make a gift in less than an hour! The E-Gift Card is not refillable.

      How does a E-gift card work?

      Let’s go, follow the guide! 

      Pénélope Collections E-gift cards are valid for 1 year starting at the purchase date.  

      They can be used one or multiple times. 

      On, all you need to do is select the option « Pay with a gift card » when paying for your order, and type in all six signs from the web code written on your gift card. The amount of your order will be debited from your gift card. 

      • If the amount of the order is under the amount available on your gift card, the remaining amount will be reusable. 
      • If the amount of the order is superior to the amount available on your gift card, you will have to pay the difference by credit card or paypal. 
      Can I order a gift card on the website ?

      Yes and it is easy ! 

      This virtual gift card, printable at home is a pretty and different way to surprise your loved ones, without taking too many risks! If you are out of ideas, this certificate is 100% fun, even at the last minute as you can use it as quickly as 30 minutes after purchase! 

      You choose the amount, between 10 € and 700 €, and one of the 7 themes : Pénélope Citylife, Like Mother Like Daughter, Pénélope, Eden, Happy Birthday, Christmas, and It's Christmas everyday. Each E-gift card is adapted to an event.

      The E-gift card Pénélope Collections is usable on and valid 1 year starting at the purchase date. 

      Where can I use my E-gift card ?

      It is happening only on Pénélope-Store! 

      Your E-gift card is valid on and only on

      On, all you need to do is select the option « Pay with a gift card » when paying for your order, and type in all six signs from the web code written on your gift card. The amount of your order will be debited from your gift card. 

      On the E-gift card, the web code is written under the image, on the middle.

      How can I see the amount available on my E-gift card and its expiration date ?

      Easy, we’ll explain everything! 

      If you are the final user this information will be in “my account / my gift cards” the cards first use.

      If you are the buyer and giver you can find this information by clicking on the “web code” present in the order detail in “my account/ my orders” 

      You can also ask us, by contacting us

      How can I pay my online order with my E-gift card?

      It is easy and quick: 3 clicks are enough! 

      All you need to do is select the option « Pay with a E-gift card » when processing payment for your order, and type in the WEB code written on your printable E-gift card. 

      The amount to pay will be deducted from your E-gift card’s balance, and if needed you will be able to complete the payment with another E-gift card, by credit card or Paypal.

      Can I use only a part of the amount available on my E-gift card?

      It is getting complicated, let’s stay focused! 

      The E-gift card can be used one or several times, as long as there is still value on it. 

      On the website, if the amount of your order is less than the amount available on your E-gift card, the rest will stay on the card and will be usable for your next purchase.  

      if the amount of your order is more than the amount available on your E-gift card, you will need to complete the payment to validate your order. 

      Can I use my E-gift card to buy discounted items?

      Very good question! 

      • Your E-gift card can be used all year long, including to buy items on sale, or discounted. 
      • Your E-gift card can be used for every discounted item. 

      Careful, just one little restriction to pay attention to: You cannot purchase a E-gift card with another E-gift card.

      Can I use multiple E-gift cards for one single purchase?

      You always want more! 

      Yes, you can. 

      You can add multiple E-gift cards to pay for the same order on the website. 

      Can I return an item bought with my E-gift card?

      Take it easy, we take care of everything …

      Yes, you can : the amount of the item will be automatically be stored as a credit note on your Penelope collections account. Being reimbursed on your bank account is not possible. 

      As acted on our general sales agreement, you have 30 days to return any new and unused item. 

      Can I send back or get reimbursed for a E-gift card?

      And it is important to know!! 

      No, the E-gift card cannot be reimbursed, or exchanged. 

      The E-gift card is valid for 1 year after its purchase date.

      Can I add different payment methods when purchasing with a E-gift card?

      And that’s another yes ! 

      No problem ! You can use several payment methods when paying with a E-gift card : 

      You can complete your payment with an other gift card, by credit card or Paypal. 

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