FAQ

Our FAQ is here to help you with the most asked questions. Princesse tam.tam is always here for you!
ORDER
What if I can't add an item to my basket?
Check the item you want is still available: if the size is in grey it means it';s not available so you can';t add it to your basket.
Can I change or cancel my order?
You cannot change or cancel your order once confirmed. Please check your order before moving onto secure payment. When you click "CONFIRM", you agree in full to Princesse tam.tam's Terms and Conditions.
How do I use my voucher code?
Click your basket, enter the code in "Your voucher code" then click "OK". Once approved, a message will appear and your order will be updated. You can enter several codes at the same time if they can be used in conjunction with other offers.
What if I don';t receive the email confirmation (subscription, order etc.)?
Please check your junk and spam folders. If you can';t find the email confirmation, please check if the order appears in "Orders" in "MY ACCOUNT".

Please contact Customer Services if necessary.
RETURNS Returned items must be unworn, unchanged, unwashed, in their original undamaged packaging with their original labels.
Any items returned incomplete, damaged, worn or dirty will not be accepted.
What is the deadline for returns?
You have 30 days from receipt to return your item. Returns terms and conditions are unaffected by promotions.
How do I return an item?
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 an exchange, credit note or 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

• Credit note: valid for six months on the online shop from the date of emission, it is divisible and non-refundable.
• Refund: refunds are made to the bank account used to pay for the order.

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.
How do I exchange an item?
Tick "Exchange" on your online returns form and enter the new product reference. 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. A credit note would be sent for the remaining item/s. The new item will be delivered for free.
What if I can't print your returns slip?
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.
Please state the product reference/s you wish to receive if you choose an exchange.
How long does it take to process my 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).
Are return delivery charges refunded?
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.
Do I have to pay return delivery charges?
You have to pay return delivery charges as per our Terms and Conditions.
Please keep your proof of postage.
Do I have to return my order in the original packaging?
Not necessarily. Items must be returned in suitable packaging.
DELIVERY
Where do you deliver?
www.princessetamtam.co.uk only delivers to the United Kingdom.
What is the delivery method?
UK deliveries are provided by UPS.
What is the delivery time?
The delivery time is 3-5 working days. Any orders placed over the weekend are processed on Monday.
You will receive an email confirming your order has been shipped and a tracking number. A signature is required upon delivery.
Does delivery cost extra?
Delivery is free for orders over £100. Delivery costs £12 for orders under £100.
Can I change my delivery address after placing my order?
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’s Terms and Conditions.
How do I track my order?
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.
What if I’m not in for delivery?
You will receive a delivery note in your letterbox. The delivery note states a website address for you to choose a new date/address.
What if I don’t receive my order?
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.
PRODUCT
How do I check product availability?
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.
How do I choose my size?
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.
How do I choose an item that suits my figure?
Check which items suit your figure by visiting the appropriate shape guide:
• "CHOOSE MY BRA".
• "CHOOSE MY BOTTOMS".
• "CHOOSE MY SWIMSUIT".
How do I find out about different bra types?
The "SHAPE GUIDE" appears at the bottom of the page in the "ADVICE" section.
How do I find out a product’s composition and care instructions?
Each product page details the product’s composition and care instructions. We will be unable to accept any request for an exchange, credit note or refund if you do not follow the care instructions.
Please view “CARE GUIDE” at the bottom of the "ADVICE" section for further information.
What if my product is faulty?
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
Is online payment secure?
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.
Which payment methods are available?
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.
Can I use my online credit note in one of your physical shops?
Our credit notes are valid for 6 months and are divisible. Credit notes issued in our online shop are only valid in our online shop.
You can check your credit note balance on our online shop on the page "MY ACCOUNT".
Credit notes issued in our physical shops are only valid in our physical shops.
How do I use my credit note on the online shop?
You can choose to pay using valid credit notes on the payment page. Just select this payment method.
If the credit amount is more than your order total, your credit note balance will appear.
If the credit amount is less than your order total, you must complete the purchase using another payment method.
Note: our credit notes are valid for 6 months and are divisible.
When is my bank account debited?
Your bank or Paypal account is debited when your order is confirmed.
MY ACCOUNT "MY ACCOUNT" enables you to update your personal information, view your orders, track deliveries, print invoices and complete your returns slips and online withdrawal.
How do I create my account?
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.
How do I log onto my account?
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.
How do I change my personal information (password, delivery address etc.)?
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".
What if my email address already exists?
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.
How do I find/change my password?
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.
How do I create my wishlist?
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".
How do I share my wishlist?
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".
How do I add my wishlist to my basket?
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.
How do I subscribe to newsletters?
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".
How do I unsubscribe from newsletters?
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.
CONTACT US

Our dedicated online shop Customer Service department is open Monday to Thursday (9am-6pm) and Friday (9am-3.30pm) excluding bank holidays. Please note that these are French times.

Please contact us by using our contact form, by phone on +33 1 43 12 03 03 or by post to:
Princesse tam.tam
Service Client e-boutique
151 rue Saint Honoré
75001 PARIS
FRANCE