Frequently asked questions

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My Order

How to place an order?

To place an order on our website, you need to be logged into your customer account. You can start by adding items to your cart and logging into your account when validating your order. Alternatively, you can log in first and then fill your cart. To proceed with your order, simply click on the mini cart icon at the top right of the page. Then, click on “Order” and follow the steps.

I placed an order but did not receive a confirmation email.

Le Bonheur des Dames sends automatic emails at every stage of your order’s progress: order creation, preparation, shipping, etc. Sometimes, email services may mark these messages as junk and place them in the “SPAM” folder. We recommend checking that folder. If, despite checking, you cannot find the confirmation email, please do not hesitate to contact our Customer Service team by email at info@bonheurdesdames.fr or by phone at +33 (0) 1 42 87 70 94 (Monday–Thursday: 9:30 a.m.–6:00 p.m., Friday: 9:30 a.m.–5:00 p.m.).

I placed an order but have not received it yet.

If you have placed an order on our website and feel that the delivery is taking longer than expected, we recommend consulting the following questions:

“Delivery and Returns → What is the delivery time?”

“Delivery and Returns → Where can I find the tracking number for my order?”

If you still cannot find the answer to your question, please do not hesitate to contact our Customer Service team by email at info@bonheurdesdames.fr or by phone at +33 (0) 1 42 87 70 94 (Monday–Thursday: 9:30 a.m.–6:00 p.m., Friday: 9:30 a.m.–5:00 p.m.).

I placed my order but would like to modify/cancel it.

It is possible to cancel or modify your order as long as it has not been shipped. Once the order has been dispatched, no changes can be made. In this case, you may exercise your right of withdrawal or request an exchange. To ensure your modification or cancellation is processed as quickly as possible, please contact us without delay. We recommend calling our Customer Service team by phone at +33 (0) 1 42 87 70 94.

Can I place an order without logging into/creating my customer account (as a guest)?

No, unfortunately, it is not yet possible to place an order as a guest. To process your order, it is mandatory to create a customer account.

I do not want to order online. What other options are available to me?

If you prefer not to place your order on our website, you can order by phone or by mail. In this case, your order will be registered and processed under the same conditions as those placed on our website, but it will not be visible in your order history. You will also not receive automatic emails updating you on the status of your order. If you order by phone, payment can be made by credit card (via a secure link sent to you by email) or by cheque (payable in France).

I have a Voucher/Gift Certificate. How can I use it?

Unfortunately, it is not yet possible to use Vouchers/Gift Certificates on our website. If you wish to use your Voucher/Gift Certificate, you will need to place your order either by mail or in our store at 8, Passage Verdeau, Paris 9. It is essential to present the original Voucher/Gift Certificate, as copies are not accepted. The amount stated on the Voucher/Gift Certificate will be deducted from the total amount of your order, excluding shipping costs. Shipping fees apply to any order with delivery to an international address, and to orders of up to €60 if delivery is within mainland France.

How to use a discount code?

To use your discount code, click on the phrase "Do you have a discount code?" in your shopping cart. Enter the code in the "Promo Code" field that will appear.

How to change the language of the website?

Our website is available in two languages: French and English. To change the language, click on "Français" or "English" at the top right. Select your preferred language in the window that will pop up.

Delivery and Returns

What is the delivery time?

Most of our orders are shipped via La Poste. The delivery time depends on the destination and peak periods. In mainland France, it is estimated to be 2-5 business days from the moment of shipment. This delivery time does not include the preparation time. Orders placed on our website are processed within a maximum of 10 business days. If the ordered product is available immediately, it is shipped within a maximum of 2 business days. If the product is out of stock, it will be shipped as soon as the restock arrives. If the restock takes more than 2 weeks, we will notify the customer of the delay.

Where can I find the tracking number for my order?

If you placed your order on our website, your tracking number will be available in your Customer Account, under the "Order History" section. Find the order you are interested in and click on "Details."

I would like to return my order or request an exchange.

You have 14 calendar days from the delivery date (as indicated by La Poste) to return your order or request an exchange. Please send the items you do not wish to keep to the following address:

Le Bonheur des Dames

63, Avenue de la Résistance

93100 Montreuil

Once we receive your items, they will undergo an inspection. To ensure your return is accepted, the items must be in their original condition: packaging intact and all components included. After your return is approved, we will proceed with the refund or exchange.

I am having my order delivered abroad. Do I need to pay taxes?

If your order is being delivered to a country within the EU, no additional taxes or fees should be required. If the delivery is outside the EU, then yes, customs services may require you to pay taxes (e.g., VAT) and possible fees before the delivery. These taxes are not included in the total amount of your order.

Dans quel pays faites-vous les livraisons?

Nous expédions les commandes partout dans le monde où opèrent La Poste et le réseau de ses partenaires.

Quels sont les frais de livraison?

Les frais de livraison dépendent de la destination et du poids total de votre panier. Créez un compte client et renseignez une adresse de livraison, les frais d’expédition seront calculés automatiquement une fois l’adresse de livraison indiquée. En France Métropolitaine les frais de livraison sont offerts à partir de 60€ d’achat. Pour les clients professionnels les frais de port en France Métropolitaine sont de 8,50€ HT.

My User Account

I am unable to create a user account. What should I do?

It is possible that an account associated with your email address already exists. It is not possible to create two user accounts with the same email address. Try resetting your password by clicking on “Forgot your password?”. If your account exists in our database, you will receive an email containing a link to reset your password. Note that this email may end up in your “SPAM” folder.
You can always create a user account with a different email address. However, before doing so, we recommend contacting our Customer Service team so we can check if your account already exists and whether it is activated.
For any questions related to creating your user account, you can contact our Customer Service team at +33 (0) 1 42 87 70 94 (Monday–Thursday: 9:30 a.m.–6:00 p.m., Friday: 9:30 a.m.–5:00 p.m.) or by email at info@bonheurdesdames.fr.

I have a customer account but cannot log in.

It is possible that your account does not exist. Try resetting your password by clicking on “Forgot your password?”. If your account exists, you will receive an email containing a reset link. If the account does not exist, you will not receive an email and can create a new user account.
If you are certain that you have a user account and the password reset does not work, try clearing your browser's cookies, reopening the browser, or using a different browser, and then repeat the process.

I am unable to reset my password and am not receiving a password reset email.

If your user account exists in the Le Bonheur des Dames database, an automatic email containing the password reset link will be sent to you. This type of email is often marked as spam by email providers. We encourage you to check your “SPAM” or “Junk” folder. Click on the link and follow the instructions.

If you still have not received a password reset email, it is possible that your account does not exist, has been deleted, or is deactivated. In this case, you can create a new user account or contact our Customer Service team.

How do I access my user account?

To access your user account, click on the “person” icon at the top right of the search bar. Enter your email address and password, then click on “Log In.”

How do I view my order history?

Once logged into your user account, you can access your account dashboard. Select the section titled “Order history and details.”

How to Become a Professional Customer?

To become a professional customer, please follow these steps:

Create a user account, which by default will be considered a personal account. At this stage, you will not have access to the professional catalog or pricing.
Send an email to info@bonheurdesdames.fr. Your message should include a brief introduction to your business.
Provide proof of your business, such as a Commercial Register certificate or its equivalent (electronic submissions are acceptable).

After receiving and reviewing your documentation, our team will validate your customer account and assign it "professional" status. You will receive an email confirming that you now have access to the professional catalog and pricing.

This process may seem complex, but it is necessary to prevent the creation of fraudulent user accounts. Le Bonheur des Dames reserves the right to request additional documentation if needed.

Payment and Refund

How can I pay?

You can pay for your order by selecting one of the following options: credit card (PayPlug system), cheque, or bank transfer.

Do you accept PayPal?

We accept payments via PayPal, a secure and fast service. With PayPal, you can pay for your purchases in a single payment or, if the transaction conditions allow, in multiple installments. For more information, we invite you to consult the PayPal Service User Agreement.

Can I pay in installments?

You can pay for your order in 3 or 4 installments by credit card with Oney, free of charge. The total amount of your order must be between €100 and €3,000. Select this option and follow the instructions. Check the terms and conditions for installment payments by credit card with Oney.

What are the refund terms and timelines?

To obtain a refund or exchange, you must meet the following conditions:

The return must be made within 14 days maximum from the delivery date of your order (as indicated by the carrier).
The item(s) you wish to return or exchange must be in their original condition (packaging intact, all components present and undamaged).
You are responsible for the return shipping costs (you can choose the shipping method that best suits you). Return shipping fees are not reimbursed.

Upon receipt of your return, our team will inspect and validate it (if all conditions are met). The refund will be issued using the same payment method used for the original order. Please note that refunds to a credit card may take a few days—these timelines depend on the banking institutions.

If you are returning all the items purchased and you paid shipping fees, the total amount, including shipping fees, will be refunded. For partial returns, only the amount corresponding to the returned items will be refunded. Return shipping costs are not refunded.

When will my account be charged?

If you selected payment by credit card, the timing of when your account is charged depends on your banking institution. We do not have a synchronization system between the debit and the shipping of your order.
If you opted for payment by cheque, the cheque will be cashed at the end of the current month.
If you chose to pay for your order via bank transfer, the timing of when your account is debited depends on your banking institution.

Is my payment secure?

Our PayPlug payment system allows you to make your payment in a secure environment. Your payment will undergo 3D Secure verification. Depending on your banking institution, you will need to validate your payment either using a code sent to you via SMS or through your bank’s mobile app. In both cases, you will need your smartphone.

If you are unable to pay for your order by credit card on our website, we also accept credit card payments by phone. No data is retained, and all sensitive information is destroyed as soon as the payment is processed.

Our Embroidery Kits

Why don’t your kits include thread numbers?

Unfortunately, the complete references for the colors used in the creation of our designs are not available.

Since 1992, our designs have been heavily copied on internet blogs. As a result, we can no longer provide the color references for our designs. This measure is necessary to protect copyright and intellectual property rights.

I am working on an embroidery kit, but I am missing some thread. What should I do?

If, due to a color error or a loss of thread (as these projects often take several months to complete), you encounter an issue with two or three colors (up to a maximum of six*), we are happy to send you some additional thread. This is a courtesy we consider standard. If you think you might have matching thread in your own supplies, you can provide us with the “names” of the colors so we can share the corresponding DMC references. In such cases, we can provide up to eight* references. *The number of references provided may vary depending on the size of the embroidery kit. Customer Service reserves the right to increase or decrease the number of references shared.
For cases exceeding this number—such as wanting to recreate a design, change the embroidery technique or fabric, or if the entire thread set has been lost—the solution we offer is to purchase a complete and sorted set of threads at half the price of the kit.
The amount of thread included in our kits is calculated based on the quantity used during prototype creation, plus an additional 15%. If there are no mistakes, and threads are properly trimmed between different motifs of the same color (avoiding "lost" threads at the back), there should be no shortage of thread. Otherwise, we recommend keeping a small sample of any thread that might run out and using a DMC color chart to find the reference.

The fabric included in the kit does not suit me (e.g., it is too small). Can I replace it and continue my embroidery?

You can replace the fabric, but please note...

Changing the fabric may alter the dimensions of the embroidery.
Changing the fabric may result in a shortage of thread, as thread references are not provided.

If you wish to change the fabric, you must adhere to the following equivalencies:

1 stitch on Aida fabric = 2 threads on even-weave fabric.

Example: If you want to switch from a 12 threads/cm even-weave fabric to Aida, you need to choose Aida fabric with a density of 6 stitches/cm or higher (e.g., 7 stitches/cm, 8 stitches/cm). Opting for a denser fabric will reduce the dimensions of your embroidery, but the amount of thread included in the kit should remain sufficient.

The embroidery technique in the kit does not suit me (e.g., petit point is too small). Can I change the technique (e.g., to cross-stitch)?

If you decide to change the technique, keep in mind that this alteration will affect the dimensions of your embroidery. For instance: Switching from petit point to cross-stitch will double both the height and width of the design. Similarly, switching from cross-stitch to petit point will reduce the dimensions by half.

Note that some parts of the design may not easily accommodate a change in technique. By changing the technique, you accept all the potential challenges it may cause. Le Bonheur des Dames cannot be held responsible if changing the embroidery technique results in a thread shortage or if the design is altered and no longer matches the original.

Thread references are not provided in your kits. How can I obtain them?

The only way to identify the thread references used in our kits is by using the appropriate color chart. We recommend keeping a sample of the color you might run out of for future reference.

I want to purchase only the pattern for one of your designs. How can I do that?

All our designs are available exclusively as complete kits. The pattern (chart) is an integral part of the kit and cannot be sold separately. All our kits are copyrighted works. Copying and reselling them are strictly prohibited.

Currently, we offer a series of "semi-kits" that include the fabric and the pattern. This includes the "Months of the Year" series of tea towels (ref. TL1-TL12).

We also offer a range of booklets featuring various designs - Bonheur des Dames Charts.

I have already embroidered a design and would like to embroider it a second time. Can I purchase only the threads and/or the fabric?

If you wish to re-embroider a design, you can purchase the complete and sorted set of threads for half the price of the kit. Note: For tablecloths, the price of the thread set corresponds to 1/3 of the kit price. You can purchase fabric by the meter, subject to availability. For any requests regarding specific fabric, you can contact our Customer Service by email at info@bonheurdesdames.fr or by phone at +33 (0) 1 42 87 70 94 (Monday-Thursday, 9:30 AM–6:00 PM, and Friday, 9:30 AM–5:00 PM).

In my chart, there are symbols that are not listed in the color chart.

If you notice symbols in the chart that are not included on the thread card (perforated card with the threads), refer to the color chart. In our embroidery kits, we often use blends. Each blend consists of one strand of one color and one strand of another. These blends have their own unique symbols.

I lost my thread card/chart, what should I do?

If you have lost your thread card, you can purchase a new complete and sorted thread set at half the price of the kit (⅓ of the price if it’s a tablecloth). Unfortunately, Le Bonheur des Dames cannot provide you with the full list of thread references.
If you have lost your chart, we can provide you with a copy. To confirm ownership of the kit, we ask you to send us a photo of the cover of your kit (not a screenshot). Once received, we will send you the chart by email or post.

Printed Catalogs

I would like to receive your printed catalogs. How should I proceed?

You can order our catalogs on our website. We prepare all available catalogs and send them by post to the provided address. Shipping fees are reimbursed with a credit of €5.90 (only in Mainland France). If you order our catalogs from abroad, shipping fees are not reimbursed.

Printed catalogs can be added to your order if you check the box “I would like to receive printed catalogs” when placing your order.