FAQ - Frequently Asked Questions
Order preparation :
Orders are prepared from Monday to Friday morning and usually no later than the day after the order date.
Any order placed between Friday after 12:00 and Sunday 23:59 is processed on the following Monday morning.
Delivery times :
Delivery times mentioned in the table below aren't contractual. They were communicated to us by the carriers we work with for information purposes only.
Please note that Mondial Relay parcels are only handled by the carrier from Tuesday to Friday.
| Destination | Mondial Relay | Colissimo | Chronopost |
| Metropolitan France | 3 business days | 2 business days | 1 business day |
| DOM / TOM | Between 2 and 31 business days (excluding customs processing time) | 2 to 3 business days | |
| European Union | 3 to 6 business days | 2 to 5 business days | |
| International (EU excluded) | Between 3and 8 business days (excluding customs processing time) | 2 to 5 business days |
Once the order has been prepared and shipped, an email containing the tracking link will be sent to you.
If you cannot find this email, we recommend you to check your spam folder.
It is possible to pay either by credit card or by mandat administratif (government-issued payment orders) if your order is placed on the behalf of a French public accounting organization like local authorities, town halls or schools for example.
If you realize an item is damaged or doesn't work properly upon delivery, simply refuse the delivery and contact our customer service team at contact@lemondedelamarionnette.com to report the issue. To make the treatment of your claim more efficient, we recommend you to take photos of the item and the parcel.
If an item you ordered doesn't meet your expectations, you can arrange its return at your own expenses within 14 days from the date you receive the parcel. To be eligible for a return, the item shouldn't be damaged, should work properly and its packaging has to be intact.
To make a return request, please simply contact our customer service department at contact@lemondedelamarionnette.com with "Returns" and your order number in the subject line, stating your name and the reason why you'd like to arrange the return. We'll send provide you with instructions to arrange the return.
To avoid any dispute or lost parcels, we recommend you to send us a postage proof for the returned parcel.
The refund of the returned items will be made directly on the credit card used to pay for the order after we receive the return parcel and if the items are in good conditions.
To request a quote, you can simply add the items to your shopping basket as you would do for a normal order.
You can then chose "Request a Quote" as payment method. We'll then send you a PDF quote via email.
A link to your invoice in PDF format will be sent to you by email once the parcel has been shipped.
If you cannot find this email, we recommend you to check your spam folder.