Frequently asked questions (FAQs)

Shipping and tracking

When will my order be shipped?

Shipping the order (to you) usually takes 2 to 3 weeks.

You'll also be able to track your order online.

    Will my goods be sent together or separately?

    Normally orders are sent together, though sometimes suppliers will send orders at different times and in different packages.
    This is because:
      • The goods may be stored in different warehouses, which are located in different parts of the country.
      • Perhaps one of the items is in stock, so it is sent immediately, and the other is being restocked.

    You can tell if the goods are shipped in one package or not depending on if they have one or multiple tracking numbers. 

    My order has not arrived, what should I do?

    To help find where the product may be, prior to any re-ordering, please follow the below steps. 
    1. Check your order’s status

    Go to the Order status page (https://monpetitcharme.com/account). Your order status will be one of the following:

      • Confirmed – we have got and are processing your order.
      • On its way – we have shipped it.
      • Out for delivery – it has been shipped to your area and is in transit by a carrier.
      • Delivered – you have received the shipment.
      • Attempted delivery - the carrier attempted to deliver it to the destination address but was unsuccessful. 
    1. Check your inbox and junk mail
    Sometimes people elect an old or incorrect address – please check the Orders page https://monpetitcharme.com/account).
    Search your inbox in case any updates are being treated as “junk mail” or have been inadvertently deleted. 
    1. Check any holidays or events which may impact deliver times

    Chinese New Year (mid-February), National Holidays or global disruptors (e.g. COVID) may delay delivery time several days or weeks. 

    1. Check your cart

    Sometimes carts are filled, but not all the items are purchased – quickly check that your cart is empty here: https://monpetitcharme.com/cart. 

    1. Contact us

    If the above solutions don’t solve the issue, please email us at support@monpetitcharme.com

    How much is shipping?

    Shipping is free and provided by our shipping partners in China. 

    Where do you ship to?

    We ship to Australia, the United States, the United Kingdom and Canada.
    Sorry, but we don’t ship to other counties right now, but we’re always looking at new areas to open up in, so please let us know if that’s something you’d like. 

     

    Refunds and Returns

    I got my product but it’s not right, what should I do?

    If your product arrives and is broken, defective or didn’t match what you’d originally ordered, we ask you:

    1. please email us at support@monpetitcharme.com with:
      1. “Faulty product” in the subject line,
      2. the order number,
      3. who and where it was delivered to (as per the order),
      4. a picture you have taken of the product (showing the issue), and
      5. a description of what the issue is. 
    1. Our Support Team will review the request and generally reply within 48 hours with next steps
    2. A refund is not payable when:
      1. the quality of the goods corresponds to the description provided by the seller,
      2. the difference between what you ordered and what you received cannot be identified in the provided photos,
      3. photos are modified, re-touched, or otherwise falsified,
      4. you were not able to provide valid order details so we could match the request with the order and recipient, or
      5. we have reason to believe the claim is fraudulent.
    3. When a refund is payable:
      1. For security of payment, we will only refund to the account from which the original order was charged,
      2. it will generally take around 7-14 business days to arrive (depending on the bank),
      3. If you still cannot see the refund in your account after this time, please send us a copy of your bank statement from the time the refund what expected. We will use this to escalate with the banks and ensure your refund is processed promptly. 

    My order has not arrived, what should I do?

    Please follow the steps in the Shipping section under “My order hasn't arrived, what should I do?” 

    I got my product, nothing’s wrong, but I don’t need or want it anymore. What are my options?

    You can return the item if requested within 14 days of receiving it and we will provide you with a store credit.
    The returned product must be:
      • in new condition,
      • include all original packing and contents including accessories, and
      • be unused/unworn.

    To initiate a return, please email us the support@monpetitcharme.com with: 

      1. “Returning product” in the subject line,
      2. The reason for your return,
      3. the order number,
      4. who and where it was delivered to (as on the order),
      5. a picture you’ve taken of the product.
    Our Support Team will review the request and generally reply within 48 hours with the return address and shipping instructions. 
    When we receive your return, it will generally take 7 to 14 days to process the credit – we’ll send you a confirmation email when it’s done.