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FAQ

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Delivery

How do I choose 'Click & Collect' delivery in our four stores?

To choose 'Click & Collect' delivery, simply finalize your order, and once you've chosen your carrier, you'll be able to select the store that suits you best. Shipping costs will disappear at checkout.

How long does it take to deliver a Click & Collect order?

To limit our impact on the environment, we group your orders in click & collect once a week. Delivery times can vary from 3 to 10 days.

How do I know when my Click & Collect parcel is ready in store?

As soon as your parcel has been received in our store, our store manager will contact you personally to let you know.

What are the delivery charges?

For France, delivery is free for orders over 100 €. For other European countries, delivery is free from 150€ for Europe, and from 250€ for the rest of the world.

What is the delivery time for an order?

Delivery times are 3 to 4 working days in metropolitan France from dispatch from the warehouse. For other countries, delivery may take up to 10 days.
We deliver to all countries where we can ship your order. Today, we deliver to over 80 countries.

What do the different order statuses mean?

- Payment accepted: your payment has worked, your order is being prepared.
- In preparation: we are preparing your beautiful order.
- Delivery in progress: your parcel has been handed over to our carrier and delivery is in progress.

Is my status still "in delivery"?

Your status will remain in delivery even if you have already been delivered. This will have no impact on your possible requests for returns or exchanges.

I don't have any information about my delivery. What should I do?

If your tracking number does not appear, please wait 1 to 2 days. It may take some time for the tracking number to be updated. This is the time it takes for our carrier to pick up your order. If you do not see your tracking number change, please write to us at serviceclient@poudreorganic.fr and we will contact the carrier to help you find a solution as soon as possible.

I haven't received my parcel, what should I do?

First of all, we invite you to contact the carrier to find out more about the whereabouts of your parcel or the person to whom it was delivered. If you are unable to locate it, please contact our team at serviceclient@poudreorganic.fr so that we can help you find a solution. We may need to open an investigation. To save time, you can attach a copy of your identity card and a sworn statement that you have not received the parcel.

My parcel has been returned to sender. How can I get my order back?

If you didn't have time to pick up your parcel at your local "point relais" or if your parcel was not delivered but returned to sender, you will be reimbursed as soon as we receive your parcel. The delay may exceed 10 days.

Returns

I haven't created an account, how can I request a return?

Contact our customer service department at serviceclient@poudreorganic.fr with your order number and the items concerned. Our team will then process your request directly and you will receive an approval e-mail with all the information.

How do I return?

1/ Go to the Product Return page and follow the instructions to create your return request.

3/ Within 48 hours you will receive an approval e-mail with the information you need to make your return. To benefit from your refund, your product must be intact: unwashed, unworn and with the original label.

I have made my return but I have not received the approval e-mail. What should I do?

First, please check your spam folder. If the e-mail still does not appear, please contact our customer service department at serviceclient@poudreorganic.fr.

Why don't I have a return coupon?

You are responsible for return shipping costs.

How do I make my exchange?

1/ Go to the Product Returns page and follow the instructions to create your exchange request.

You will be able to select your item and indicate the size you want. Please note that we can only exchange one size for the same price. Otherwise, please place a new order.

3/ Within 48 hours you'll receive an approval e-mail with the return address. Exchanges are only available for France.

My account

How do I create a Poudre Organic account?

Compile your basket, we will then ask you to validate it by creating an account and subscribing to our newsletter.

How do I log in and out of my Poudre Organic account?

Go to the 'my account' icon, and click on LOGOUT

How do I subscribe to the Poudre Organic newsletter?

You'll find an insert at the bottom of the home page. All you have to do is enter your email address to be kept up to date with all the latest news!

How do I unsubscribe from the Poudre Organic newsletter?

At the bottom of each newsletter is an 'unsubscribe' link. Click on it and we won't send you any more emails. You can also send an e-mail to serviceclient@poudreorganic.fr

How do I manage my delivery addresses?

You can save your delivery addresses so you don't have to re-enter them when placing your order, or delete them. To do so, go to "My account / My addresses".

How do I retrieve my password?

If you have forgotten your password, go to "Account" and click on "Forgot your password? You will then receive an email allowing you to reset your password.

How do I delete my Poudre Organic account?

If you wish to delete your Poudre Organic account, please contact us at serviceclient@poudreorganic.fr. This action will result in the loss of all your order history.

Payment

What payment methods are available?

You can pay for your orders:
- By credit card
- By Paypal
- Or by using your credit notes (please note that credit notes have a limited duration)
You can also make a purchase from our stores using a remote payment system.

What are the terms and conditions for remote purchases in stores?

We offer in-store purchases only for France when a part is no longer available online. All these purchases have the same conditions as in-store purchases. Only exchanges or credit notes are possible. We offer free postage from 100€ in France.

How can I pay for my order using my credit?

To redeem your credit, simply enter the code in the box in your shopping basket. All credit notes have a limited duration. If you have any problems, please contact our customer service department at serviceclient@poudreorganic.fr

Are all payments on your site secure?

Your banking information is never in our possession. Transactions are processed entirely by our banking partner's secure payment module. Your payment is totally secure.

My payment has been refused. What should I do?

If your payment has not been successful, please do not hesitate to place your order using another method of payment or to contact your bank.

Where are my invoices?

You can download your invoices in your customer area "my account / my orders".

Can I benefit from tax exemption?

Our e-shop does not offer tax exemption.

Control

How soon will I receive my refund?

You will receive an email to let you know when the refund has been processed. Please allow 7 to 10 working days for our team to process your return package.

Is it possible to reserve an out-of-stock item?

It is not possible to reserve an item in advance. Please use the "notify me" function to be informed as soon as the item is back in stock.

How do I cancel my order?

If you wish to cancel your order, please send an e-mail to serviceclient@poudreorganic.fr as soon as possible. These steps are possible if your order has not yet been prepared or shipped. Otherwise, you will have to return it to us.

Can I change the size of an item in my order?

You can contact our customer service department as soon as possible at serviceclient@poudreorganic.fr. If there is still time, we can contact our logistics department to make the size change. This will be possible if the price is the same.

Is it possible to add an item to my already prepared order?

You can contact our customer service department as soon as possible at serviceclient@poudreorganic.fr. If there is still time, we will provide you with a shipping code to place a new order and we will ask our customer service department to merge your two orders so that you do not have to pay shipping costs twice. If our logistics department has already processed your order, we regret that we will not be able to merge the two orders.

How do I change my delivery address?

If there is still time, we can change your address for you. Please contact us as soon as possible at serviceclient@poudreorganic.fr.

Product

I have a defect on one of my parts. What should I do?

Each piece is made in our workshop in Portugal, then washed and checked before being packed and labelled in our compostable bags.
If, in spite of all our quality controls, your piece should have a small defect, we invite you to contact our Customer Service at serviceclient@poudreorganic.fr. Don't forget to attach to your message photos of your defective piece as well as the reference number of the item concerned. This will help us to offer you the best solution.

Where are the parts designed and manufactured?

The pieces are designed in France, then made in Portugal in our own workshop, with whom we collaborate on a daily basis.

How do I care for my Poudre Organic products?

Most of our pieces can be washed at 30°, without tumble-drying. Some specific pieces are indicated for hand-drying. All our washing instructions can be found on the label sewn into the product, as well as on our online product sheets.

I received my piece, it smells of perfume, has it already been worn?

Each piece is meticulously washed in our workshop before being packaged and shipped. It's possible that the smell of our washing powder lingers, but don't worry, your piece is completely clean.

I'm hesitating between two sizes. Which one should I choose?

We provide sizing advice on each of our online product sheets. If you need further information, please contact our customer service department at serviceclient@poudreorganic.fr or our sales advisors in-store.

Are your materials processed?

For the sake of everyone and our beautiful planet, our products are chemical-free. This may explain why some pieces, such as terrycloth, may change slightly after the first few washes, as they contain no stabilizers. For this type of garment, we advise you to choose a larger size.

Why are there color differences on certain products?

For the sake of you, your children and the planet, we have chosen not to use chlorine in our fabrics. This explains why our natural cotton may show some nuances of color from one production to another.

What are Poudre Organic pieces made of?

Our pieces are mainly made from organically grown cotton, without chemical treatment. For the rest, like our faux fur, we use recycled materials.

Are your fabrics GOTS & Oeko-tex certified?

All our fabrics are certified.

Where are Poudre Organic parts made?

All our beautiful pieces are lovingly crafted in our workshop in northern Portugal.

Where do your fabrics come from?

The cotton for our pieces comes from Turkey, on the borders of Europe.

On the mineral collection, I see stains and wear marks even though my product is brand new. Is this normal?

The color of the pieces in this collection is obtained from a mineral dye. The color, appearance and wear of each piece may vary, making your garment unique. In addition to the beauty of its nuances, this biodegradable process is derived from natural, renewable sources. This process dyes garments with stones, giving the product a worn, vintage effect that will become more pronounced over time. That's the charm of this dye. ♥

My children have slim hips, so I'm not sure what size pants to wear?

All our pants have a tightening system at the waist. On the inside, you'll find an elastic band and a button with several notches, allowing you to adjust the waistband so it doesn't slip off your child's hips. It also helps you keep it on longer.

Why do you often run out of stock on long-awaited products?

We are very conscious of our impact on the environment and try to limit overstocking. We work on a daily basis to find the best balance in our stock management. Every season, we increase our volumes to match your wishes as closely as possible.

Why did you opt for a permanent collection?

We have chosen to have a permanent collection to further our desire for sustainability, to consume better and to limit our impact on the environment. We are convinced that our buying behavior plays an important role for the environment. We've opted for a permanent collection of timeless, mix-and-match pieces, with colors that can be mixed and matched, so you can add them to your wardrobe without having to redo everything.

I've lost the button on my part, and I can't find a replacement. What should I do?

We rarely use spare buttons in our parts. That's why we've decided to limit button production, to reduce environmental impact and cost. Of course, if you misplace a button or thread, we'll send it back to you. For this type of request, please contact customer service at serviceclient@poudreorganic.fr

Why packaging on products?

Packaging protects our products from handling and transport. It is essential to protect our parts. Our pouches are reusable, they can be opened and closed again, which limits the amount of waste incurred by our different teams during handling. And above all, we worked hard on a 100% biodegradable and compostable packaging. Made from potato starch, it protects both our products and our planet.

Need help?

Don't hesitate to contact us, we'll get back to you as soon as possible.