FAQ

You have 30 days from receipt to return your item. Returns terms and conditions are unaffected by promotions.

Orders delivered via Colissimo or Chronopost :
the item must be returned to the address stated below with the completed returns form. You can find it in "MY ACCOUNT". Please complete it online and state if you want a refund and the reason for the return.
We recommend you keep proof of postage.

Princesse tam.tam
Retours e-shop
Zone d'activité du Pérou
1 avenue de la Concorde
91320 Wissous
FRANCE

• Refund: refunds are made to the bank account used to pay for the order.

Orders delivered via the click & collect service: Purchases may be exchanged. No refunds will be given at the collection point. If you require a refund or a voucher for the online store, you must return the item(s) to the warehouse.

In the event of an order placed using a promo code with a discount based on purchasing a specific number of items, the return of one or more items may terminate the discount should the necessary number of items for the discount fail to be reached. The refund will reflect the voided discount.

Exchange are available only for order with click & collect delivery (except outlet products). You can request an exchange for one or more items as long as the total amount is less than or equal to the total amount of the returned item/s.
However, you cannot request both an exchange and refund. You have 30 days from receipt in shop to return your item/s.

If you have an issue or don’t have a printer, you can state the following on a sheet of paper: first name, surname, phone number, email address, order number and date, item/s returned and reference/s, quantity and reason/s for return.

You will receive an email confirming receipt of your return at the warehouse and another confirming your return is being processed.
It takes up to 30 days to process but we try to handle your request with 72 hours of receiving the return at the warehouse (outside promotional periods).

Any delivery fees charged upon shipping your order will be refunded if you exercise your right to withdraw within 14 days of receiving your order and only if you return your order in full.

You have to pay return delivery charges as per our Terms and Conditions.
Please keep your proof of postage.

Not necessarily. Items must be returned in suitable packaging.

You have a right of cancellation of fourteen (14) days following the date of receipt of the Products, in order to return the product(s) ordered, without having to give a reason nor pay penalties, in compliance with Directive 2011/83/EU of 25 October 2011 as transposed.
Any cancellation of an order must be notified of all means and notably:
• either by telephone on +44 20 76 60 19 85, from Monday to Friday from 8 a.m. to 6 p.m.
• or by completing the cancellation slip available in the Customer account, section “My orders”, to be returned by e-mail to service.client@princessetamtam.com
• or by post to:

Princesse tam.tam
Service Clients e-boutique
151 rue Saint Honoré
75001 Paris
France

After having notified Princesse tam.tam of the cancellation, you must return the products concerned within 14 days maximum as from this notification, accompanied by the return slip (to be completed online and printed by going to the Customer Account, section “My orders”) to following address:

Princesse tam.tam
Retours e-shop
Zone d'activité du Pérou
1 avenue de la Concorde
91320 Wissous
France

None of the products returned, whether under the right of cancellation or the “satisfied or money back” guarantee, must have been used, damaged, dirtied or washed by the Customer. They must be returned whole, with their bag and/or label, in suitable wrapping and accompanied with the return slip (to be completed online and printed by going to the Customer Account, section “My orders”). Reimbursements for products under the right of withdrawal must be requested within fourteen (14) calendar days from the date of notification of withdrawal or deferred until the day on which the Products are received by Princesse tam.tam.

We deliver to 22 countries of the Euro zone (.com, com/en and .de). If the country you live is not listed below, you may order online and have your order delivered to a friend living in one of the countries listed below in order to forward your order to you. We don’t deliver to overseas departments and territories or drop off points.
We deliver to the following countries: Mainland France, Germany, Austria, Belgium, Denmark, Spain, Finland, Greece, Hungary, Ireland, Iceland, Italy, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Czech Republic, Slovakia, Slovenia, Sweden.
Following Brexit, we no longer deliver to the United Kingdom.

For deliveries to mainland France you may choose between :
- express delivery with Chronopost,
- standard with Colissimo
- delivery to selected pick-up stores (click & collect).

Deliveries to Europe are handled by Colissimo international.

Princesse tam.tam cannot be considered responsible if the order delivery is delayed due to exceptional processes established by postal services,
in particular concerning the reception of parcels. Delivery to Princesse tam.tam stores in France is temporally not available.

Any orders placed over the weekend are processed on Monday.
For France, the delivery with Colissimo takes between 3 and 5 working days after shipment (Monday to Saturday, bank holidays excluded).

The click & collect service delivers to selected store collection points within 3 working days (Monday to Saturday, excluding public holidays). You will receive an email notification when your package arrives in store. The delivery must be picked up within 30 days. You must present your ID and the email notification upon collection. You must also sign for the package. If you send another person to collect the delivery on your behalf, they must present both your ID and theirs.

The delivery to France with Chronopost is guaranteed within 24 hours for every order placed before noon (Monday to Saturday, bank holidays excluded).

Deliveries beyond France are handled by Colissimo international (except for the United Kingdom where it’s handled by UPS).

These services guarantee you a delivery within 5 to 10 working days (Monday to Saturday, bank holidays excluded) from the date of shipment.
You will receive an email confirming your order has been shipped and a tracking number.
A signature is required upon delivery.

in France, in-store deliveries is free.
Home-deliveries is free for orders over 50€.

Deliveries beyond France is free for orders over 120€. Below the amount of 120€, the delivery costs depend on the country:
• France and Netherlands: 6,95€
• Germany and Austria: 9€
• Belgium and Luxembourg: 12€
• Italy and Spain: 14€
• Denmark, Portugal and Ireland: 15€
• Finland, Hungary, Iceland, Poland, Czech Republic, Sweden and Greece: 19€

You cannot change a delivery address once you have paid for your order and it’s been recorded by our systems.
Please check your order before moving onto secure payment. When you click “CONFIRM”, you agree in full to Princesse tam.tam’sTerms and Conditions.

There’s a tracking number and link in the order confirmation email that redirects you to the courier’s website to track your order.
You can also track your order from your account in the “Orders”section. Click the order number to access the courier’s tracking number.

You will receive a delivery note in your letterbox. The delivery note states a website address for you to choose a new date/address.

You can check the status of your order using the tracking number in the confirmation email or your account.
Please contact Customer Services with your order number and tracking number to launch an investigation with the courier.

When an item is out of stock on our online shop, the product page is visible but the sizes are in grey and you can’t click on them. That means it’s out of stock.
Please contact Customer Services to check availability in our stores.

Please see the "SIZE GUIDE" on all our product pages to check sizes.
The size guide also appears at the bottom of the page in the "ADVICE" section.

Check which items suit your figure by visiting the appropriate shape guide:
• "CHOOSE MY BRA".
• "CHOOSE MY BOTTOMS".
• "CHOOSE MY SWIMSUIT".

The "SHAPE GUIDE" appears at the bottom of the page in the "ADVICE" section.

Each product page details the product’s composition and care instructions. We will be unable to accept any request for an exchange or refund if you do not follow the care instructions.
Please view “CARE GUIDE” at the bottom of the "ADVICE" section for further information.

Please contact Customer Services by using the contact form with a photo of the item in question and details of the fault.
We will do an initial check with our Quality Service and contact you about how to proceed.

Payment security is provided by the European online payment leader Adyen so you can pay through secure links (https). Payment is secure, your bank details are encrypted by SSL protocol.
At no point do we have access to your bank details and they are not saved on our website.

We are sorry to inform you that there are more and more scam websites pretending to sell our Princesse tam tam products from past and current collections. The websites use our logos and images and sell fake products with links and scam promotions that can cause confusion. Please be careful and check things like the host's email address and T&Cs on the website you're browsing before you buy anything.

If you visit a scam website, do not share any personal data or bank details and do not download any documents. Please note, our legal and official Princesse tam tam websites are:
• princessetamtam.com
• princessetamtam.de
• princessetamtam.com/en
Got a question? Please send us the website details using our contact form.

You can pay by credit card: Visa, Mastercard or American Express.
You can save your credit card/s and use them for your next order simply by entering your cryptogram.
You can also pay by Paypal on Princesse tam.tam. The secure payment method enables you to pay online without entering your card number. All you need is an email address and your Paypal password.

Your bank or Paypal account is debited when your order is confirmed.

Click "My account" on the top right.
Click "First Time?" and enter your email address in the “Email” field.
Click "SIGN UP", complete the form and click "REGISTER".

A valid password must have a minimum of 8 characters.

You’ll receive an email confirmation when you create your account. Your user information is required to identify you and place orders securely on our online shop.

Click "My account" on the top right.
Click "Have We Met Before?", enter your email address and password.
Click "LOG IN" to enter your account.
You’ll stay logged on if you don’t log off from your session.

Log into "MY ACCOUNT" and click "Personal Information" to:
• Change your email address
• Change your password
• Update your personal information
Go to "Address book" to change your delivery or invoice address/es by selecting the address and clicking "Change".

It means you’ve already created an account using this address.
If you can’t remember the password, click “Forgotten your password?” then enter your email address to instantly receive an email with a link to reset your password.
Please check your spam folder if you don’t receive the email.
If that doesn’t work, please contact Customer Services.

Click "Forgotten your password?" on the log-in page if you can’t remember your password. Please enter your email address to receive a link to reset your password by email.
To change your password, click "Personal information" whilst logged onto your account then "CHANGE MY PASSWORD" and enter your old and new password in the appropriate fields.
If that doesn’t work, please contact Customer services.

Your wishlist enables you to select one or more items that you’d like to buy or share with your friends by email or Facebook. Note: the wishlist only enables you to preselect one or more items, not reserve them.
Log into your account to add an item to your wishlist. Visit the product page, select the size you want and click "Add to my wishlist" .
To view your entire wishlist, click "Wishlist" in "MY ACCOUNT".

You can share your wishlist on Facebook or by email.

• Just click on the icon to share it on Facebook

• to send it to a friend, just click on the icon
If you decide to email your wishlist you will have to complete all the fields in the form that appears and click "SEND".

You can even print your wishlist by clicking "Print my wishlist".

Just click on "BUY IT ALL!"" to add your entire wishlist to your basket.
You can add items individually if you click "BUY!"" under the item you want.
You won’t be able to add the item to your basket if it’s out of stock.
You can change the size and number of items in your wishlist.

If you have an account, just log into "MY ACCOUNT", click "Personal information" and tick "A fashion faux pas isn’t for me so I’d like to receive emails about your new collections, exclusive offers and must-have pieces!"
Don’t forget to press "SEND" to send your subscription.
If you don’t have an account, click on "NEWSLETTER" at the bottom of the page, complete the "Email" field and click "OK".

If you have an account, just log into "MY ACCOUNT", click "Personal information" and untick "A fashion faux pas isn’t for me so I’d like to receive emails about your new collections, exclusive offers and must-have pieces!"
Don’t forget to press "SEND" to send your subscription.
If you don’t have an account, click on "Click here to unsubscribe from our newsletters" at the bottom of our newsletters.
You can also contact Customer Services to unsubscribe.