Accueil FAQ : Frequently asked questions

Need some help? We are here to help you

Here is an overview of the most frequently asked questions regarding the delivery of your order on


COVID-19 Information: 

Dear customers, the Pylones team would like to guarantee you their support during this particular moment.

We have identified your most frequently asked questions and tried to answer.

For more information, please contact us using the contact form. We remain at your disposal for any further questions.


At this particular moment, can we continue to order?

Of course, our online store remains operational throughout the quarantine period. To avoid unnecessary travel, we only offer home delivery. Our delivery services do everything they can to ensure the health and protection of delivery staff and customers.

Will my order be delivered on time?

Our shipping and delivery services work daily to ensure the delivery of your order. Given the exceptional situation, deliveries are likely to be delayed by 24 hours.

My package has been delivered to a currently closed pick-up point, what should I do?

Your parcels will remain safe in the chosen store. You can recover them as soon as the restrictions are revoked.


How to make a return during this period?

We encourage you not to take risks and limit travel.

You can return your order once the quarantine measures are revoked: the return period of an order is now extended to 30 days after the end of the quarantine.

When will I receive my refund?

All refund requests will be processed but may be delayed.

My account


Where can I find a catalog of your products?

Currently we do not have any paper catalog.

All products are available on our website. Subscribe to our newsletter to know all our news and offers, or follow us on social networks (Facebook, Instagram).


How to contact customer service?

For any questions, comments or additional information, you can contact our customer service using the contact form.


I forgot my password.

You can reset your password by clicking on « I forgot my password ». You will receive an email that will allow you to create a new password. Be sure to check junk mail (spam).


How to delete my Pylones account?

To request cancellation of your account and all your data, please contact our customer service via the contact form. You will lose all your data, including the order and invoice history, but you will be able to recreate an account later with the same email address.


My order


How to place an order?

To place an order please follow the following steps:

1. Choose the items you wish and add them to your cart.

2. If you would like to continue shopping, click on "continue shopping" and repeat the first stage. If you are ready to confirm your order, click on the “order” button. You will then see a summary of your order, at which point you can amend it, or confirm it by clicking on "order". You will then be asked to log in and enter delivery and invoicing addresses for your items.

3. Fill in your personal details and delivery and invoicing addresses, and check them carefully.

4. Select a delivery method from the available options.

5. Choose a payment method.

6. You will receive an email confirmation of your order. Should you not receive this email, please check your spam folder.

Pylones reserves the right not to confirm an order for a particular reason (for example, a problem regarding the order placed, or a problem supplying the item(s) in question).


Which methods of payment are accepted?

Different payment methods are available: credit card (Visa or Mastercard) or PayPal.


Can I order by phone?

We do not accept orders by telephone. Your order must be placed on our website


I ordered an article by mistake. How to cancel or modify my order?

We have reduced the preparation and shipping time to be able to deliver the order as quickly as possible. As a result, it is not possible to change or cancel the order.

If you have forgotten an item in a previously validated order, place a second order with the additional product. It will be sent in a separate package, will have a different order number and another tracking number.

You can return the order directly to the store or ship it, at your charge, to the following address:



Service Internet

41, avenue de l'Agent Sarre,

92700 Colombes


Furthermore, you can refuse delivery of the package. Therefore, the package will be returned to the sender and will be refunded according to the methods indicated in our general Terms of sale.


My order is a gift, could you remove the prices of items?

In our packages, we only enclose the delivery note where you will find the list of products ordered without price. However, you can download or print your invoice in pdf format in your personal account (History and details of my orders).


My order is a gift, do you make gift wrappers?

Because each customer Pylones is unique, we offer you the possibility to request a free gift packaging. To do this, select the box "I wish to have gift wrap" If you want your products to be packaged, please specify it in the message. If you would like to include a personalised message with your gift, you can also insert the text into the message box when placing your order.


Is there a Pylones shop near my home?

For a list of Pylones stores, click on the "stores" section. To find out if you have a reseller near you, please contact us via the contact form and select the option "Our resellers". Our team will get back to you as soon as possible.


The article I am looking for is no longer available, what can I do?

It can happen that a product is a victim of its success and that it is no longer available. We suggest you activate an alert on the product page by entering your email address. In this way, you will receive an e-mail that will inform you of the availability of the product. You can also click on "Available in store?", to know the stores where the product is available. Do not hesitate to contact us for more information on the availability date of a product.


My cart is over 60€ or 60£ but shipping costs are added, why?

To get free shipping, please go untill the step 4 (the choice of delivery method). At this step you will read "free shipping" for a standard Colissimo shipping for any order over 60 € (except Chronopost).


Certain bulky items (such as tables, chairs and small furniture) are not eligible for free delivery.


My package (or product) is damaged, what to do?

We make every effort to deliver your items in perfect condition. However, it is not excluded that an accident occurs and we apologize for that.

If at the time of delivery you notice that the package is damaged, you have two options:

- Refuse the parcel which will then be returned directly to the sender.

- Accept the package and declare at delivery that the package is damaged.

Then contact our customer service via the contact form and provide the following:

- an overall image of the package (external) on which the label is visible  

- a photo of the open package showing its contents

- a photo of the damaged part of the article


If the package is intact but an item has arrived damaged or broken, please contact our customer service via the contact form and provide a photo of the damaged object. Our team will find a solution as soon as possible.


I am looking for a product that is no longer available online and in store (or I need a spare part)

Contact us, and we will do our best to find it!


My returns and refunds

How to return an article that I do not like?

Once you have received your parcel, you can exchange all or any of the items ordered during a period of 30 calendar days, either by visiting a Pylones Store or by returning them to us at:



Service Internet,

41 avenue de l’Agent Sarre,

92700 Colombes



You are responsible for paying the cost of returning any items. Items must be accompanied by proof of purchase (internet invoice). They must be un-used, undamaged and in their original packaging.


If you wish to change a product with an equivalent item, please write the item reference on the invoice. Pylones will pay the shipping costs for sending the package containing the products changed and will refund the price difference between the two products.

If the item you wish to receive in return has a higher price, please request a refund and place a new order.

If you wish to return a product to a Pylones store, do not forget the invoice. You can request a change, a voucher or a refund. If you opt for a refund, the shop assistant will send this information to our Internet service, which will refund on the payment method used at the time of order (credit card or PayPal).

Personalized jewelry cannot be exchanged or refunded.  

Gift card


Where can I  buy a Pylones gift card?

You can buy a gift card in most of our stores in France and Europe.

Unfortunately, gift cards are not for sale on our website.


I have a Pylones gift card, how can I use it to pay for my order online?

Please send us a copy of the card (photo or scan) via our contact form. Our team will contact you as soon as possible and provide you with a new code which you can use to pay for your order.




What are the different delivery methods, timing and cost?

Shipping costs are based on the delivery address, the service selected, and the weight of the order. Shipping costs are shown in your basket once you have entered the delivery address in your account. Until a delivery address is entered, shipping costs are estimated for deliveries in mainland France.

Delivery time is indicated when choosing the delivery service:


Colissimo – Pick up point or post office (only in France)

From € 2.90. Delivery time is 2 or 4 working days (except Sundays and holidays). Shipping costs are free for all orders over € 40 for delivery in mainland France.


Colissimo - At home

France : From € 4.50. Delivery time is 2 or 4 working days (except Sundays and holidays).

Other country : From € 6.90, depending on the country. Delivery times are from 5 to 6 working days for delivery in Europe and from 8 to 10 working days for other destinations.

Shipping costs are free for all orders over € 40 for delivery in mainland France and € 60 in Europe.

Certain bulky items (such as tables, chairs and small furniture) are not eligible for free delivery.


Chronopost - Express delivery at home.

France : Starting at € 7.20. For any order placed before 2 pm (Monday to Friday, excluding Sundays and public holidays), the package will be delivered the day after before 1 pm.

Other country: From € 7.50, depending on the country. For orders before 2 pm (in France) (Monday to Friday, excluding Sundays and holidays), the package will be delivered to your home in 1-3 days in Europe, 48 hours in France overseas and in 2 or 5 days in the rest of the world.


Check Chronopost delivery times here.


Chronopost at pick up point - Express delivery.

France : From € 5.70. For any order placed before 2 pm (Monday to Friday, except Sundays and holidays), the package will be delivered to the pick-up point of your choice by 1 pm the following day.

Other country:from € 6.50. For any order placed before 2 pm (in France) (Monday to Friday, excluding holidays), the package will be delivered in 1 or 3 days in Europe, in 48 hours in France overseas and in 2 or 5 days to the rest of the world.


Check Chronopost delivery times here.

Do you ship to my country?

Here you will find the list of countries where we deliver.


How to track my order?

You can track your order on the Colissimo or Chronopost website thans to the tracking number you can find in your account ("Order history" and then "Tracking number") and in the e-mail confirming your order.


My package is listed as "delivered" but I have not received anything, what should I do?

If the tracking indicates that the package has been delivered but you have not received it:

1. Check the delivery address on the "History and details of my orders" page.

2. Do some research near the place of delivery. Check if your package (or transit notice) has been left in your inbox, or near your neighbors or in a safe place such as a porch, a garden or a garage.

3. Check if someone has been able to pick up the package on your behalf.

Also remember that weather conditions or holidays can sometimes delay delivery for a few days. If the search is not successful, contact customer support via the contact form.


You did not find an answer to your questions? Contact us!