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Help & support
Answers to the questions we hear most — shipping, returns, rewards and the products themselves.
Frequently asked.
Will the Hair Shine Vinegar smell like vinegar?
No. It rinses out with a fresh raspberry scent — no lingering vinegar smell. The acidity reseals the cuticle and dissolves hard-water buildup for instant shine.
My Monoï oil turned solid — is it broken?
Not at all. Pure Monoï de Tahiti solidifies below ~78°F. Warm the bottle in your hands for a few seconds and it returns to a silky oil — it’s actually a sign of an authentic, high-percentage formula.
How does the 5% back in credit work?
Every order earns 5% of its value back as Pétale credit, applied to your account to use on a future order. Credit applies to future orders and can’t be combined with other discount codes. No codes, no fake countdowns — just honest value that compounds.
How do I track my order or sign in?
Use the Account page. Sign-in, order history and tracking are handled securely by our store platform — your password is never stored on this site.
Where do you ship from, and how fast?
We hold our own U.S. stock and pack every order by hand — no grey-market guesswork, no customs delays. Most orders ship within one business day.
What’s your return policy?
Every order is risk-free for 30 days. If it isn’t right for you, write to hello@petale.site — we send you a prepaid return label and refund what you paid for the products. Read the full terms.
Risk-free returns — the terms
We want you to actually try what you buy. So every order comes with 30 days to decide, and the return is on us.
- 30 days from delivery. Start a return by writing to hello@petale.site with your order number.
- The return label is on us. We email you a prepaid shipping label for U.S. addresses.
- You can open it and try it. An opened product qualifies when it comes back with at least half of its contents — enough to try it properly, not to finish it.
- Packs of 2, 3 or 4 bottles: open one to try; the others come back unopened.
- Founding gift: if your order came with one, it comes back with the order, unused.
- The refund is the price you paid for the products, to your original payment method, once the return reaches us. Orders under the free-shipping threshold don’t get the original shipping charge back.
- Arrived damaged or wrong? That’s not a return — write to us with a photo and we’ll replace it right away.
Still need a hand?
Email hello@petale.site and a real person will reply within one business day. For order tracking and returns, head to your account.
Become a vendor
Are you a maker whose formulas could earn a place in the edit? We’d love to hear from you — write to hello@petale.site with “Vendor inquiry” in the subject.