A Considered Guide For You
Refined answers to the questions we are most often asked – so that every Petélle piece arrives with confidence and quiet ease.
For anything more personal, you may reach us at support@petelle.shop.
+ How long will my order take to ship?
Once your order is confirmed, it enters our preparation queue. Orders are typically dispatched within 1–3 business days, excluding weekends and public holidays.
During peak moments or special launches, preparation times may extend slightly. Any exceptional delay will be communicated.
+ Do you offer international delivery?
Yes. Petélle ships to a selection of countries worldwide using trusted carriers. Available destinations and live shipping rates are presented at checkout once your address is entered.
Any customs duties, import taxes or handling fees applied by your local authorities remain the responsibility of the recipient.
+ Will my pet be comfortable in Petélle pieces?
Comfort is central to our design process. Each piece is tested for softness, flexibility and ease of movement to ensure it feels as good as it looks.
For sensitive companions, we suggest reviewing the materials and care notes on each product page.
+ What is your return policy?
Eligible items may be returned in their original, unused condition within the timeframe indicated in our Returns & Refunds policy. Pieces must be received with tags, packaging and accessories intact.
For hygiene reasons, select categories may be final sale. Full details are listed on the policy page.
+ Can I exchange for a different size or color?
Where stock permits, we are pleased to assist with exchanges. The most efficient route is to initiate a return for your original item and place a new order for your preferred size or color.
+ How do I select the correct size?
Each product page includes a dedicated size guide with measurements and fit notes. We recommend measuring your companion and comparing those measurements with our guide for a considered fit.
If you are hesitating between two sizes, you are welcome to contact us with your pet’s breed and measurements for a tailored recommendation.
+ How should I care for my Petélle pieces?
Care instructions are detailed on each product page and, where applicable, on a label or card included with your piece. Following these recommendations will help preserve both comfort and appearance over time.
For leather, hardware and delicate textiles, we suggest gentle cleaning only and avoiding prolonged exposure to moisture, heat or direct sunlight.
+ Do you offer gift-ready packaging?
Select pieces are presented in signature Petélle packaging suitable for gifting. If your order is intended as a gift, you may leave a note at checkout and our team will ensure a discreet, thoughtful presentation wherever possible.
+ Which payment methods do you accept?
We accept a curated selection of secure payment methods, displayed at checkout. All transactions are processed via encrypted gateways to ensure your details remain protected at every stage.
+ An item I love is sold out. Will it return?
Certain Petélle editions are produced in limited runs and may not return once sold out. Core styles may be restocked periodically depending on demand.
We invite you to join our mailing list to be informed of new arrivals, limited editions and returning favorites.