FAQ : Frequently asked questions - Pylones
NEED SOME HELP? WE ARE HERE TO HELP YOU
COVID-19 Information
At this particular moment, can we continue to order?

Of course, our online store remains operational in compliance with all health measures. Our delivery services do everything they can to ensure the health and protection of customers and delivery staff. Our shipping and delivery services work daily to ensure the best delivery of your order.

Given the exceptional situation, these delivery times are likely to be extended in the countries most affected by the epidemic.


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 24-72 hours.


Are your shops open?

From the beginning of May we gradually reopen our stores, in strict compliance with health regulations. Before going to the shop, we advise you to consult our new opening hours.

Our priority is to ensure the safety of our teams and customers.

Therefore, during your visit, we invite you to:

  • Wear a mask inside the shop;
  • Wash your hands with the hydroalcoholic gel available at the shop entrance;
  • Avoid touching objects;
  • Prefer credit card and contactless payments;
  • Respect the physical distance and the number of authorized customers in the shop.

Be responsible, together!


Can I choose a delivery to the store?

Pylones offers you a new service for faster purchases and to limit in-store traffic: the "Click & Collect".

Nothing's easier :

  1. I choose my products and my favorite store;
  2. My order is available within 2 hours in my shop;
  3. I pay and pick up my order;
  4. I go home with a smile!

I celebrated my birthday. How do I pick up my gift in the shop?

At the moment this offer is only valid in France and Belgium for our customers who are part of our loyalty program.


How to make a return during this period?

We encourage you not to take risks and limit travel. The return period of an order is now extended to 60 days during this period.


I returned a product. When will I receive my refund?

All refund (or exchange) requests are processed, however processing times may be longer.


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General
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.


Where can I find a catalogue of your products?

Currently we do not have any paper catalogue.

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


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 can I 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.

Please note that the loyalty points you have accumulated will also be deleted , you will not be able to recover them even if you create a new account.


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 "Check In-Store Availability", 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.


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

Do you have a crush on a product that is no longer available for sale? Or are you a loyal collector of Pylones products? You can contact us and we may be able to find this product.


Yes, Pylones has its own Treasure Island, it is full of products of all kinds. Spare parts, old discontinued products, products without packaging or exhibition products. Everything you need to repair or replace your products or find a collector product 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!

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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 www.pylones.com


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.


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).


What are the conditions for having a free shopping bag?

When you reach the purchase threshold of 60 € we will give you a nice shopping bag in the colors of Pylones to accompany you during your shopping!

The size and color of the bag may vary according to availability: our small gift will be a surprise until the package is opened!


I have a discount code, how can I use it?

To use them, nothing simpler:

  1. Create your cart with the products of your choice (depending on the conditions of the offer)
  2. Go to the cart and enter the promotional code in the appropriate box located under the summary of your order
  3. Click "Ok" and take advantage of the discount!

Most discount codes are valid only for a limited period of time and on certain products or product categories. Remember that promotional codes can only be applied at the time of the order and that generally cannot be combined with other current offers. You will find all the conditions relating to the promotional codes on the banner of the offer or on the e-mail received.


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:

PYLONES SAS
Service Internet
41, avenue de l'Agent Sarre,
92700 Colombes
France

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 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.


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Delivery
Do you ship to my country?

We deliver (almost) all over the world! Here you will find the list of countries where we deliver.


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.

Shipping costs are free for all orders from € 60, in the European Union and the United Kingdom.


Comparative table (France)

Colissimo

Price

Delivery time*

At home

from 3,90€

2 to 4 working days

Pick-up point or post office

From 2,90€

2 to 4 working days

Chronopost Express

Price

Delivery time*

At home

From 9,90€

Delivered to your home the next day before 1 p.m.

Pick-up point

From 4,90€

The next day your package will be made available at the pick-up point of your choice from 1 p.m.

* for all orders from Monday to Friday before 2 p.m., except on Sundays and public holidays


Comparison table (Europe and rest of the World)

Standard delivery

Price (according to each country)

Delivery time (according to each country)*

At home (Colissimo or Chronopost Classic)

From 5,90€

2 to 6 working days in Europe, 5 to 15 working days in the rest of the World

Pick-up point (Chronopost Classic)

From 4,90€

2 to 6 working days in Europe

Express Delivery

Price (according to each country)

Delivery time (according to each country)*

At home (Chronopost)

From 9,90€

Delivery in 1 to 2 working days in Europe, 3 to 5 working days in the USA

*for all orders from Monday to Friday before 2 p.m., except on Sundays and public holidays


How to track my order?

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

Please note that weather conditions or public holidays can sometimes delay your delivery by a few days.


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.


Click&Collect
In which stores is online reservation available?

Online reservation is available in all our stores in France, Belgium, Italy, Switzerland, Germany and Austria.


How many products can I reserve?

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

 


Do I have to pay when reserving online?

No, you don’t! Payment for items will be carried out in the store, by cash or by credit or debit card, as you prefer.


If I go to a store, am I obliged to buy the product?

No obligation to buy! Our in-store team will present the products to you, you can choose whether you want to finalise your purchase!


When can I go to the store?

You will receive an SMS or an e-mail within 2 hours of your e-reservation request (during store opening hours), to confirm the availability of the reserved products.

 You can pick up your order once confirmation from the store has been received.

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


Can all the articles on the site be reserved in store?

Our online store offers a very wide assortment of products: some items shown online may not be available in store.


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Gift card and loyalty program
Where can I buy a Pylones gift card?

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

The gift cards that are on sale on our site are valid only in France.


Do you have a loyalty program?

Unfortunately, our loyalty program is currently only active in France and Belgium.
We are working to allow our loyal customers to accumulate points anywhere in the world.


I have an Illicado card, can I use it on the internet?

No, the Illicado card is only valid for purchases in shops in France.


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 60 calendar days, either by visiting a Pylones Store or by returning them to us at:

 

PYLONES SAS,
Service Internet,
41 avenue de l’Agent Sarre,
92700 Colombes
France

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


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