FAQs
DELIVERY & ORDER TRACKING
What country do you deliver to?
We deliver worldwide except for the following locations: Eswatini, Isle of Man, Pitcairn Islands, Caribbean Netherlands, Western Sahara, Svalbard and Jan Mayen, British Indian Ocean Territory, Tokelau, Tristan da Cunha, Ascension Island.
Please note that delivery in HUB Armies is not available.
What is the cost of delivery?
The price of delivery is available on the payment page.
Delivery is offered for orders shipped in France, from 250€ of purchase with the code DELIVERY250
This code is cumulative with the current operations, it is to be informed at the time of your payment in the field provided for this purpose.
What are the delivery times?
Since we operate on a pre-order system, we cannot permanently define in advance the exact number of days it will take to receive your package.
This will depend on the production time needed for the products and also on the number of pre-ordered pieces.
Don't worry, an estimated delivery time will appear on the product page and in your shopping cart when you check out so that you have all the information before you make your purchase.
Please note that we do our best to ensure that you receive your pieces as soon as possible and we keep you informed at each stage of its manufacture.
When a part is in stock, our logistics team does its best to send you your order within 2 to 5 working days.
How do I track my order?
To track your order, we invite you to go to your order history from your Customer Account. It is in the space of the corresponding order that you will find indications on the progress of the delivery thanks to the following expressions:
- In preparation: we are preparing your order in our workshop.
- Shipping: your package has been given to our carrier and delivery is in progress.
- Theoretical delivery date: date on which your package should be delivered to you.
- Delivery: your package has been delivered to your home.
- Available in a relay point: your package is waiting for you in a relay point.
What should I do if my package is lost?
If unfortunately this incident happens, do not hesitate to contact us.do not hesitate to contact us by email at hello@plume-paris.fr. We will be happy to try to advise you to try to advise you as well as possible and to find a solution to your problem.
What should I do if my package has been returned to the sender?
If unfortunately this incident happens, do not hesitate todo not hesitate to contact us by email at hello@plume-paris.fr. We will be happy to try to advise you to try to advise you as well as possible and to find a solution to your problem.
For any additional information, do not hesitate to consult our page dedicated to the delivery and the returns:
https://www.plume-paris.fr/pages/livraisons-et-retours
RETURNS AND REFUNDS
How do I make a return?
To make a return, we ask you to make a prior declaration, maximum 48 hours after receiving the products, in order to anticipate a possible exchange of size or color.
The request for return is to be made at this address : http://retours-plumeparis.fr/. It is simple and fast!
Find all the steps to make your return on our dedicated page: https: //www.plume-paris.fr/pages/livraisons-et-retours
After you have made your return request, you will receive a return form, print it and stick it on the parcel in which you will put the product in its original packaging and in perfect condition (not worn, not washed). You are ready and you have fourteen (14) days to return your package.
If the deadlines and conditions are not respected, the product will not be refunded.
A fixed amount of 5€ for processing fees will be deducted from your refund for orders delivered in Metropolitan France, including Corsica . Delivery costs are at your charge.
For orders delivered outside Metropolitan France (including Corsica): the entirety of the return costs remain at your charge. Customs fees and other taxes must be paid by the Customer directly to the carrier.
Please note that no returns are possible on PLUME Paris jewelry and brooches.
Can I exchange an item?
We do not offer exchanges on our site, but we can refund you in the form of a credit note so that you can recommend the desired product.
To benefit from this credit, we invite you to contact the customer service at the following address hello@plume-paris.fr. Our team will get back to you to inform you of the steps to follow.
Can I get a refund?
You can get your money back if the items do not fit. However, those returned without labels, damaged, soiled or already worn will not be refunded.
The refund can be made in the form of a credit note or on the payment method used during your order. Please note that the refund of an order paid with a gift card or a credit note will be automatically made as a credit note.
If you paid your order via ALMA or PayPal, you will be refunded directly by the platform.
If you have chosen, via these platforms, the payment in several installments, two cases are available to you:
- The debits are all done and you have paid your order in full. The refund will be made in the classic way, that is to say in one go.
- The debits are currently in progress. We will reimburse you for the payments already made and you will not have to pay any more debits.
However, you will still be responsible for Alma's service fees.
No returns are possible on jewelry and brooches.
How long will the refund take?
We will refund returned items within 15 days of receiving your item in our facility.
Items returned without labels, incomplete, damaged, deteriorated, soiled or used will not be refunded and will be automatically returned to you.
Please note that your bank may take up to 14 business days to issue a refund to your credit card.
Please note that the refund of an order paid with a gift card or a credit note will be automatically done in credit.
For what reasons can I make a return?
If your part does not suit you, you can make a return request via our form, available at this address http://retours-plumeparis.fr/
For a new size, another model, or another color, we invite you to return the piece by making a request for return and to reorder on our site.
My order contains several pre-ordered items (delivered on different dates), can I make a return?
If you have ordered several pre-ordered products, you can make a return request on the desired products. You just have to follow the procedure of return request via our form, available at this address: http://retours-plumeparis.fr/
Your request for return must be made within 48 hours after receipt of each item concerned. You will then have 14 days to send them back to us.
ORDER ON PLUME PARIS
How do I find my size?
You can consult our size guide here.
We try to give you size advice for each product but if you still have doubts, please contact us by email at hello@plume-paris.fr.
Can I modify my cart?
You can add and delete items as long as your order is not validated simply by going to your cart with the icon on the top right.
Can I modify/cancel my order?
It is possible to cancel your order within 14 days of your purchase if it has not yet been given to the carrier and thus reached the shipping stage. Of course, don't worry, we will keep you informed at each stage of the delivery of your package.
How do I know that my order is validated?
The moment you complete your purchase, you will receive an email confirming your order with a summary of it.
You will also find it in your order history which you can access from your account.
PAYMENT
How can I pay?
The only authorized payment methods for the moment are:
- credit card(Visa, Mastercard, Carte Bleue and Maestro);
- Paypal;
- e-gift card;
- payment in 3 installments without charge with Alma.
Is the payment secure?
With our intermediary Payplug, the guarantee of a secure payment is absolute. We commit ourselves to respect your data and to never keep or reuse your banking information.
How to pay my order with an e-gift card ?
At checkout, you will be able to enter a code in the "Gift Code" area and choose the amount you want to apply and it will be automatically deducted from your order total.
When will I be debited for my order?
Your order will be debited upon validation of your order.
What can I do if my payment has been refused?
If unfortunately this incident occurs, please do not hesitate to contact us by e-mail at hello@plume-paris.fr. We will be happy to try to advise you and find a solution to your problem.
Where can I find my invoices?
Once your order has been validated, you will receive a confirmation email in which you will find the invoice for the order you have just placed. If you have lost these emails, don't panic, you will find them all in your order history from your account.
Please note that customs duties and other taxes must be paid by the Customer directly to the carrier.
FIND US
Where can I buy your clothes?
We don't have a physical store to welcome you for the moment.
To fill this small gap, you have a size guide for each product.
If upon receipt you realize that the model does not fit you (it does not happen often!), do not panic you can proceed to a return via our form and this even if your order includes several products in pre-order . http://retours-plumeparis.fr/
Your request for return must be made within 48 hours after receipt of each item concerned. You will then have 14 days to send them back to us. A fixed amount of 5€ for processing fees will be deducted from your refund for orders delivered in Metropolitan France, including Corsica . For orders delivered outside Metropolitan France (including Corsica): the entirety of the return costs remain at your charge.
Our brand is present in a number of boutiques in France (Metropolitan France, Overseas France and Corsica) and also in Cairo. Find them here.
MY ACCOUNT
How do I create a PLUME PARIS account?
On our home page, you can click on the icon representing a person at the top right of your screen. You will arrive on a page allowing you to connect if you already have an account or you will choose to create an account. You will be asked for your first and last name, email address and you will be able to choose a password before receiving a confirmation email.
How do I log in to my account?
On our home page, you can click on the person icon at the top right of your screen. You will be taken to a page where you can log in to your account.
How do I subscribe to the newsletter?
You can enter your email address at the bottom of each page in the "I subscribe" box. This way, you will receive all the invitations and information you need to know.
How do I unsubscribe from the newsletter?
If you no longer wish to receive our newsletter, simply click on the unsubscribe link at the bottom of each of our newsletters.
Where can I manage my delivery addresses?
To choose your delivery address, click on the small icon of the person at the top right of the screen and then click on "see the address". You can then add one directly by clicking on "Add a new address".
How do I change my password and personal information?
To change your information and password, go to the "my account" page by clicking on the person icon at the top right of your screen.
I forgot my password, can I retrieve it?
If you forgot your password when you logged in, we invite you to click on "forgot password". Afterwards, you will receive an email with your new password.
How do you protect my personal data?
We are committed to respecting your privacy and for more information we invite you to visit our privacy policy.
CONTACT US
How to contact you ?
We will be happy to exchange with you via the email address hello@plume-paris.fr or directly via our social networks, Facebook or Instagram which you will find the links at the bottom of the page.
