FAQ's

 What kind of guarantee do you offer?

We want you to be 100% delighted with your purchase from Avenue Petit Lou! If you are unhappy with your purchase for any reason, you may return it within 10 days for a full refund (less promotional discounts and shipping charges). Returned items must be in new, unused condition with all original packaging intact and tags attached. Please read our detailed Returns policy copied below before sending your return.

Returns?
Our policy lasts for 10 days. If 10 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused WITH THE ORIGINAL TAG ATTACHED and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are EXEMPT from being returned:
- Keepsake Teddy Bears Collection
- ET VOILA! Collection
- Joli Decor Collection
- Travel Blanket with embroidery
- Hair Clips Board Holder - custom orders.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer:
- Any item not in its original condition is damaged or missing parts.
- Any item that is returned more than 10 days after delivery.

What payment methods are accepted? 

We accept Visa, MasterCard, Discover, American Express, and Pay with Amazon

How do I use a promotional code?

You may enter your code in the shopping cart at the time when you enter the shipping address. Only ONE promotional code may be used at a time.

Please note that using a promotional code may cause the subtotal to drop below the $85 threshold for free shipping. 

Coupons must be applied to your order at the time of checkout in order to qualify for a promotion. Promotional discounts cannot be applied once the order has been submitted. If you have questions or are having trouble with a coupon, please contact Customer Service at 844-394-9408 Mon-Fri from 9AM-5PM PST before completing your order.

Why do we recommend paying with a credit card instead of a debit card online?

We always recommend using a credit card, if possible, when shopping online. Because of so much internet fraud, we have settings that decline orders based on certain filters, such as billing address verification. If one uses a debit card or prepaid card, and the charge is declined for any reason, the bank can hold your funds until the transaction is settled, and we have no ability to release those funds for you. Since debit cards draw from actual funds, this can be problematic for customers. Using a credit card will avoid these problems since a declined charge will not impact your bank account balance

Can I place a special order?

Don’t see what you’re looking for? Please contact us by e-mail or phone 844-394-9408 and see if it can be special ordered! We are more than happy to do this when we can. Please note, however, that since special ordered items are not normally carried in our inventory, they must be pre-paid and cannot be returned. Promotional discounts may not be applied to special orders.

Do you accept purchase orders from schools and institutions?

We are happy to accept Purchase Orders from schools and institutions. Please send your purchase order by e-mail. We will be happy to provide a W-9 if your organization requires one.

Note that our Free Shipping offer on orders over $85 only applies only to orders placed online or by phone and prepaid at the time of order. Purchase Orders that are invoiced and will be charged a shipping fee of 10% of the order total, with a minimum charge of $7.95.

Do you wholesale your merchandise to retailers?

We often get inquiries about whether we sell our products wholesale. We do work with wholesalers please inquire at info@avenuepetitlou.com

Why 15 work days wait time for the Keepsake Teddy Bear?

We take great pride in our work; everything is handmade. We want to make sure all our customer's precious Keepsake Teddy Bear is made perfectly and with lots of love. Therefore we need the 15 work days to create those bears. We appreciate your patience and understanding. 

**Warning: Between October 1st to January 15th your wait time MAY increase, due to the holiday season. We will keep you posted by email of the status of your order. Thank you for understanding.**

Why 15 work days wait time for the ET VOILA products?

We take great pride in our work; everything is handmade. We have to personally shop for the right fabric and color to replicate your kid's art. We want to make sure your kid's art is perfectly represented and made with lots of love. Therefore we need the 15 work days to create these plush toys. We appreciate your patience and understanding.

**Warning: Between October 1st to January 15th your wait time MAY increase, due to the holiday season. We will keep you posted by email of the status of your order. Thank you for understanding.**

Why 10 work days wait time for the Travel Baby Blanket?

We take great pride in our work; everything is handmade. The blankets are made to order and made with lots of LOVE.

**Warning: Between October 1st to January 15th your wait time MAY increase, due to the holiday season. We will keep you posted by email of the status of your order. Thank you for understanding.**

Why 3-5 work days wait time for the Dinosaur Tails?

We take great pride in our work; everything is handmade. The Dinosaur Tails are made to order and made with lots of love.

**Warning: Between October 1st to January 15th your wait time MAY increase, due to the holiday season. We will keep you posted by email of the status of your order. Thank you for understanding.**

 What are the domestic shipping fees?

  • Flat Rate - $10.00 - If you spend less than $84.99
  • $85 and up - FREE shipping.

What are the international shipping fees?

International shipping varies on the country we ship it to. We ship with USPS International Priority Mail. Shipment fee will be displayed at check out.

How fast will my order ship?

We understand that you want your order to arrive quickly, so we do our best to ship within 48 hours of receiving your order (except with our Keepsake Teddy Bears, Joli Decor & ET VOILA Boutiques). Orders are shipped through USPS and/or UPS. Orders are received, processed and shipped from our site in Santa Clarita, California, Monday through Friday from 9 am to 5 pm, Pacific Standard Time. Please note that orders placed after 2 pm on Fridays may not ship until Monday.

Please know we do our best to ship your package on time BUT we are not responsible for weather delay or any natural disaster delays or lost of the package. We will work with you to find a solution. Also, during the busy holiday season, we are not responsible for any delays in the USPS or UPS shipping facilities. Thank you for your understanding.

What shipping options do you offer?

Customers with orders over $85 (after promotional codes and discounts) will enjoy free standard shipping. Shipping fees for orders under $85 will be calculated at the checkout. Please see our shipping fees for complete information.

How do I track my order?

If you are a registered customer, you may log in to your account and review all of your order information, including tracking.

All customers are sent a shipment confirmation by email with tracking information once the order is shipped.

Some email carriers will direct these emails to your spam folder. To prevent this from happening, please add info@avenuepetitlou.com to your address book.

Oh no! Did Avenue Petit Lou make a mistake? 

We do our very best to avoid errors, but sometimes mistakes do happen, or packages may be damaged during shipment. If you receive an incorrect order, a package that is not yours or is damaged, please contact us Monday through Friday between 9 am to 5 pm PST, so that we can help to resolve the problem. Call Customer Service at 844-394-9408 or email us at info@avenuepetitlou.com

Can I refuse a shipment?

If you refuse a shipment from the shipping carrier, you will be responsible for all shipping costs associated with returning the package.

How can I change my order or cancel it after it has been placed?

In the event that you want to make changes to your order or cancel it, please call us within 12 hours of placing your order. If your order has not been shipped, we will help to change it or cancel your order and refund your method of payment.  If it has been shipped, you have the option to refuse the package and it will be returned to us. Once we receive your returned package, we will refund your method of payment. 

 

Let us know if you have any other questions,

Please do not hesitate to email us at info@avenuepetitlou.com 

Thank you

The team of Avenue Petit Lou.

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