FAQ : Frequently asked questions

Do you need help? We are here to help you!

My Order

To place an order please follow these steps:

1. View the items you are interested in and add them to the basket.

2. If you wish to continue shopping, click on "continue shopping" and repeat the previous step. If you wish to confirm your order, select the "order" button. You will then be asked to identify yourself and enter the necessary information for the billing and delivery of your items.

3. Carefully fill in and check your contact details, delivery address and billing address.

4. Select a delivery method from the options provided.

5. Choose a payment method.

6. You will receive a confirmation of your order by email. If you do not receive it, please check your spam.

Pylones reserves the right not to confirm an order for any reason (a problem with the order received, a problem with the supply of items).

Gift wrapping for large items such as furniture or shopping trolleys is not provided.

We do our utmost to deliver your items in perfect condition. However, it is not excluded that an incident occurs and we apologise for this.

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

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

- Receive the package and report the damage to the packaging.

Then contact our Customer Service within 24 hours via the contact form and provide the following information :

- a photo of the entire package (outside) with the label visible.

- a photo of the opened package showing the contents.

- a photo of the damaged part of the item.

If the package is intact but an item has arrived damaged or broken, contact our Customer Service immediately via the contact form and provide a photo of the damaged item. Our team will deal with the problem as soon as possible.

You can view and download your invoice at any time from your account, under the heading "my orders".

In order to deliver your order as quickly as possible, we have reduced our preparation and dispatch times to a minimum. Therefore, it is not possible to modify or cancel your order. If you have forgotten an item in an order that has already been placed, you can simply place a second order with the additional item. It will be sent to you as a separate package, will have a different order number and a different tracking number.

You can return your order directly to the shop or send it back to us, at your expense, to the following address

PYLONES SAS

Service Internet

41 avenue de l'Agent Sarre

92700 Colombes France

You may also refuse to accept the package. In this case, the package will be returned to the sender and you will be reimbursed according to the deadlines indicated in our general sales conditions.

Several payment methods are available: credit card (Visa or Mastercard), PayPal or "Illicado" gift card.

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

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

Because each Pylones customer is unique, we offer you the possibility to request free gift wrapping for the products you order on the site.

To do this, select the "I would like to have a gift wrap" box. Please note that when the delivery address is different from the billing address we will wrap the products directly.

If the two addresses are the same, we will provide you with everything you need to make beautiful gift packages in the Pylones colours! If you want us to wrap the products anyway, please specify this in the box where you can add a comment to your order.

If you would like to add a personalised message to your gift, you can also enter your text in the message section of your order.

Please note that we do not provide gift wrapping for bulky items such as shopping trolleys, tables, chairs...

Using them is easy:

1. Put together your basket with the product(s) of your choice (depending on the conditions of the offer)

2. Go to your basket and enter the promotional code in the box below the summary of your order

3. Click on "Ok" and enjoy your discount!

Please note that most discount codes are only valid for a limited time and on certain products or product categories. Remember that promotional codes can only be applied at the time of ordering and cannot usually be combined with other offers. You can find all the conditions relating to the promotional codes on the offer banner or on the e-mailing received.

When you reach the €60 threshold, we'll give you a nice shopping bag in the Pylones colours to accompany you on your shopping spree! The size and colour of the bag may vary randomly depending on our stocks. Our little gift will be a surprise until your package is opened!

Delivery

Postage is free for all orders over 59€ for standard delivery (Colissimo) or express delivery at a collection point (Chronopost) in mainland France.

In the European Union and Switzerland, shipping is free for orders over 69€ (standard delivery at home or at a collection point).

Shipping costs are calculated according to the delivery address, the chosen tracking service and the weight of the package. The delivery costs are indicated in your basket as soon as you have entered the delivery address in your account. Until the delivery address is entered, the delivery costs are given as an indication for a delivery in Metropolitan France.

The delivery time is indicated when you choose the delivery service.

Some bulky items (such as tables, chairs, small furniture...) cannot benefit from the advantage of free shipping, regardless of the delivery address.

Delivery in France :

International delivery :

Delivery Countries:

  • South Africa
  • Germany
  • Andorra
  • Saudi Arabia
  • Argentina
  • Australia
  • Austria
  • Azerbaijan
  • Belgium
  • Brazil
  • Bulgaria
  • Canada
  • Chile
  • China
  • Cyprus
  • Cook Islands
  • South Korea
  • Costa Rica
  • Croatia
  • Denmark
  • United Arab Emirates
  • Spain
  • Estonia
  • United States
  • Faroe Islands
  • Finland
  • France
  • Gibraltar
  • Greece
  • Guernsey
  • Guadeloupe
  • French Guiana
  • Hong Kong
  • Hungary
  • Isle of Man
  • India
  • Indonesia
  • Ireland
  • Iceland
  • Israel
  • Italy
  • Japan
  • Jersey
  • Kuwait
  • Latvia
  • Lebanon
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • North Macedonia
  • Malta
  • Morocco
  • Martinique
  • Mayotte
  • Mexico
  • Moldova
  • Montenegro
  • Norway
  • New Caledonia
  • New Zealand
  • Netherlands
  • Philippines
  • Poland
  • French Polynesia
  • Puerto Rico
  • Portugal
  • Czech Republic
  • Reunion Island
  • Romania
  • United Kingdom
  • Saint Barthélemy
  • Saint Martin
  • Saint Pierre and Miquelon
  • Singapore
  • Slovakia
  • Slovenia
  • Serbia
  • Sweden
  • Switzerland
  • Taiwan
  • Thailand
  • Tunisia
  • Turkey
  • Ukraine
  • Uruguay
  • Vietnam
  • Wallis and Futuna

You can track your parcel on the Colissimo or Chronopost website using the tracking number in your personal space ("Order History" and then "Tracking Number") and in the order confirmation email. Please note that weather conditions or public holidays can sometimes delay your delivery by a few days.

If the tracking of your package indicates that it is delivered and you have not received it:

1. Check the delivery address on the "My Order History and Details" page.

2. Search in the vicinity of the delivery location. Check to see if your package (or a delivery notice) was left in your mailbox, with a neighbour or caretaker, or in a safe place like a porch, garden or garage.

3. Check whether someone has received the parcel on your behalf.

If your search is unsuccessful, please contact customer service via the contact form.

My returns and refunds

You can exchange all or part of the ordered items for a period of 30 calendar days, either by visiting a Pylones shop or by returning them to us at :

PYLONES SAS

Service Internet

41 avenue de l'Agent Sarre

92700

Colombes France

You are responsible for the cost of returning these items. The items must be accompanied by your proof of purchase (internet invoice), and must not have been used, nor have suffered any deterioration and be in their original packaging.

If you wish to exchange a product with an equivalent item, please indicate on the invoice its reference. Pylones will pay for the postage costs of the parcel containing the exchanged products and will reimburse you for any price difference between the two products.

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

If you wish to return a product to a Pylones shop, please do not forget your internet invoice. You can request an exchange, a credit note or a refund. If you choose a refund, the seller will forward this information to our Internet Service, which will make the refund via the method of payment used for your order (credit card, PayPal).

Personalised jewellery cannot be exchanged or refunded.

Please note that if you bought your products in a shop, any exchange or refund must be made in the shop nearest to you, with proof of purchase (invoice, receipt).

If you have made a purchase on our website, you can benefit from either an exchange of the product or a refund in accordance with our general conditions of sale.

My account

You can reset your password by clicking here. You will then receive an e-mail that will allow you to create a new password. Please check your spam folder.

For any questions, comments or additional information, you can contact Customer Service using the contact form.

To request the deletion of your account and all your data, please contact us via the contact form. You will lose all your data, including your order history and invoices, but you will be able to recreate an account later with the same email address. Please also note that the loyalty fund you have accumulated will also disappear, you will not be able to recover it even when you create another account.

MyPylones loyalty program

To become a MyPylones member, you can apply in shop or on our website by clicking here.

Nothing could be easier! With MyPylones, every euro spent is rewarded!

1€ spent in a shop or on our website equals 1 point. Every 100 points, you get a €5 voucher valid on your next purchase.

Ex: 100 points = 5€.

200 points = €10

This voucher can be used in the shop or on our website.

The accumulation of points is also valid in our shops in France, Switzerland, Belgium, Germany, Italy, Austria and for any purchase made on the internet.

On the website, you can use your voucher by clicking on "I use my MyPylones advantage" in your shopping cart. The amount will be deducted from your total purchase. The points for your new purchase will be credited to your loyalty account when the order is shipped.

You can also redeem your voucher in-store at the time of checkout by telling our shop assistant about your voucher. The amount will be deducted from the total amount of your purchase. The points corresponding to your new purchase will be credited to your loyalty account immediately upon payment.

You have 3 months from the date of issue of the voucher to use it. Once this period has passed, your points are not lost, you can continue to extend your purchases to unlock another voucher.

Example: 100 points = 5€; 200 points = 10€ ...

Your loyalty points are reset to 0 if no purchase has been made for one year.

Your loyalty points are reset to 0 if no purchases have been made for one year.

Absolutely, your voucher can be used with current offers.

We offer delivery once a year to MyPylones members living in France, Overseas, Switzerland, Belgium, Germany, Austria and Italy. This discount can be used at any time from your second purchase, it's up to you!

On behalf of the whole Pylones team we wish you a happy birthday! For this special day, Pylones offers you a 20% off voucher, to be used in one go within 30 days of your birthday. This voucher is compatible with current promotions and is valid once only in the shop or on our website.

You can check your points at any time on our website, under "MyPylones".

Gift cards and E-gift cards

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

To your delight they are now available on our website for France only. They can be used in the shop in France and on the website.

Your e-gift card can be used in the shop and on our website pylones.com (except Hungary and Czech Republic)

Nothing could be easier!

- For use in shop: Present the barcode or the numbers of the e-gift card in paper format or directly from your phone.

- For a use on our website: Enter the numbers of your e-gift card in the field "Pyones promo code or gift card" and validate. Repeat the operation if you have several e-gift cards.

Your e-gift card can be used immediately after purchase and is valid for two years from the date of purchase.

The currency used at the time of purchase of your e-gift card must be the same as your shopping cart.

Click&Collect

Online booking is available in our shops in France, Belgium, Italy, Switzerland, Germany and Austria.

You can reserve a maximum of 6 different products. It is necessary to make one reservation per item: if you complete your reservation within 15 minutes, all items will be reserved together.

Not at all! You can pay for the items in the shop, by cash or credit card, as you prefer.

No obligation to buy! Our team in the shop will present you the products, you will choose if you want to finalize your purchase!

You will receive a text message or an e-mail within an hour of your e-booking request (during the shop's opening hours), confirming the availability of the reserved products.

You will be able to pick up your order once you have received confirmation from the shop.

You will have 3 days to go to the shop: after this period, your reservation will be cancelled.

Our online shop offers a very wide range of products: it is possible that some items are not available in the shop.

For a list of Pylones shops, see our "Our shops" section. To find out if you have a retailer near you, contact us via the contact form. Our team will get back to you as soon as possible.

Product information

It can happen that a product is a victim of its success and is no longer available.

We suggest that you activate an alert on the product page, by entering your e-mail address. This way, you will receive an e-mail informing you of the availability of the product.

You can also click on "Check availability in shop", to find out which shops have the product in stock.

Please contact us for more information on the availability of a product.

Have you fallen in love with a product that is no longer available for sale? Or are you a loyal collector of Pylones products? You can contact us and we might be able to find that product.

Yes, Pylones has its own treasure island, full of all kinds of products. Spare parts, old products at the end of their useful life, products without packaging or products on display. Everything you need to repair or replace your products or to find a "collector's item" that you fell in love with a few years ago.

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

At the moment we do not have any printed catalogues. 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).

Can't find the answer?

Don't panic, contact us below and our team will get back to you as soon as possible! 

Free delivery

From 69€ purchase
(in EU and Switzerland)

After-sales services

We've thought of everything!

Gift wrapping

It's free!

Click & Collect

Pick-up in 1 hour