Miscellaneous questions
Got a question? Find all the answers in our FAQ
STORE
Where is the store located?
Come discover our physical store, located at 88 rue du Temple, in the heart of the Marais in Paris.
What are the opening hours?
The store is open every day, including public holidays, from 11 a.m. to 7 p.m.
Are all products available?
All of our online models are available in store, along with exclusive colors reserved for our point of sale.
What payment methods do you accept?
Payments are accepted by card (Visa, Mastercard, American Express, Apple Pay) and cash only.
Are online prices the same as in-store prices?
Prices are the same online and in-store, but purchasing in-store allows you to avoid delivery charges.
Can I return for an exchange if the size or color is not suitable?
You can return to the store to change the size or color of the handle, or even change the bag format. If the new model is more expensive, you will have to pay the difference. Otherwise, you will be given a credit note for future use.
Can I reserve a product in store?
In-store reservations are not available. However, the Click & Collect option is available through our website: order online, select in-store pickup, and our team will prepare your bag for you to pick up as soon as it's ready.
DELIVERY
What are the delivery times and methods?
Each order is prepared in less than 48 hours, then entrusted to our carrier. Then, allow 2 to 3 business days for delivery in France (Colissimo), and 4 to 5 business days for international delivery.
Do you deliver abroad?
We deliver internationally, wherever you are.
I entered the wrong address, what should I do?
Got a mistake in your delivery address or need to make a change? Contact our customer service team immediately at contact@pralineparis.com . If your order hasn't been shipped yet, we'll do our best to accommodate your request.
RETURNS AND EXCHANGES
Can I exchange or return my order?
At Praline, your satisfaction is our top priority. We offer you the option to return your purchases within 14 days for a refund, exchange, or credit note.
Return costs remain your responsibility and depend on your place of residence (France or international).
Once your package is received in our warehouse, the refund will be processed within 15 working days, directly to your initial payment method (bank card or PayPal).
How do I return an online purchase?
To initiate a return, simply log in to your customer area and follow the instructions provided. The process is quick and easy.
What are the deadlines for returning my order?
At Praline, you have 14 days to return your items. After this deadline, we may refuse your request.
What are the conditions for returning my order?
Items must be returned to us in perfect condition. Any non-compliant returns will not be accepted.
I ordered on the website but I want to exchange it. Can I do this in store?
Are you in the area? Don't hesitate to stop by the store to exchange your purchase or receive a credit note, even if it was made online.
However, refunds are made exclusively via our site.
Can I get a refund for a purchase made in store?
Please note that purchases made in-store cannot be refunded.
PRODUCTS
Where are the bags and clothes made?
Our bags, jackets and pants are carefully crafted in our Parisian workshop, in the heart of the 11th arrondissement.
What is upholstery fabric?
Upholstery fabric is a textile specially designed to cover or dress furniture (sofas, armchairs, chairs, headboards, curtains, etc.). It is distinguished by its strength, durability, and ability to withstand intensive use, unlike conventional fabrics.
How do I choose the right size?
Aside from the Crosseur, our bags are available with two handle lengths, combining elegance and practicality. A size guide has been carefully designed to help you make your choice.
What are the maintenance tips?
Upholstery fabric is distinguished by its ease of maintenance. A cold machine wash (20 to 30°C) is enough to restore its shine. For a light stain, a little warm water and soap will do the trick. The bag already benefits from a treatment, but a light layer of waterproofing applied occasionally will enhance its longevity and appearance.
Are the products rain resistant?
Don't panic if it rains: the bag is water-repellent, you can carry it without worry even when the weather is bad!
Can we customize the products?
Customization is not currently available, however our products are perfectly suited for this option. Feel free to share your creations with us on Instagram.
ORDERS AND PAYMENTS
How can I pay?
Accepted payment methods are: Paypal, Visa, Carte Bleue, Mastercard, American Express, Apple Pay
Can I change or cancel my order?
Did you make an error with your order? We're here to help. Please contact us immediately by email at contact@pralineparis.com to modify or cancel your order.
When will I receive my order?
After validation of your order on our online store, we prepare it within 48 hours.
Once entrusted to the carrier, a tracking number is sent to you by email, and in just 2 to 3 working days in France (4 to 5 days internationally), your order will be delivered to you for your greatest pleasure.
How do I track my order?
To track your package, all you need is the tracking number sent by email, or you can visit the carrier's website to find out its status in real time.
What should I do if I don't receive my order?
If your package has not reached you despite delivery confirmation from our carrier, we invite you to contact us by email or via chat. We sincerely regret this inconvenience and are committed to resolving this situation as quickly as possible.
I received a product with a defect, how can I resolve the problem?
A quality control check is performed by our workshop before each shipment. However, if you receive damaged items, please contact us by email or via chat.
CONTACT US
Do you want to contact us because you can't find answers to your questions?
You have several options: via our online form , the chat available on our website, by email at contact@pralineparis.com, or by coming to our store. We will be delighted to welcome you.