FAQs

The Trouvailles

The Trouvailles is an international home decor brand, specialising in finding unique and hard to find homeware items from across the world. We never know where we'll find our next supplier or for how long we can offer each item, but that's the beauty really.

Whilst we are an international business, delivering across the world, we operate out of London, England. Our business address and phone number can be found on the contact us page.

Our Products

We work with many craftsmen and suppliers from around the world. When you place an order, it will come directly from their facilities. There are no middlemen or retail stores. This allows us to pass the savings onto you and means we can operate more sustainably.

Our products are shipped directly from our partners around the world.

Your products will ship within two working days of placing an order, and then take up to 20 days to reach your doorstep, although the average is delivery time is ~7-10 business days. Each product at thetrouvailles.com has an estimated delivery time that you can find on the product page. Actual shipping times vary from country to country. As soon as your order has been processed, you will receive a confirmation email, along with further emails detailing the tracking information once available.

We offer free tracked shipping on all purchases for most regions, so you can always be safe in the knowledge that your order is on the way. We offer a paid service for the rest of the world and an expedited service to the US, Canada, UK, Australia, New Zealand and Most of Europe. For more information please see our full shipping policy.

Orders

Cancelations are possible if you do not receive your package within the timeframe specified for each individual product. Sometimes orders get sent out before we can process the cancelation. If you cancel your order but the delivery is marked as received, we will contact you. If you would like to keep the items, we will process the cost to your original payment method. If not, the item will need to be returned to us. We will not cover any shipping fees or associated costs.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After this time, we are unable to provide returns.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We do not cover the cost of returns and we suggest that you use tracked shipping for general items and insured shipping for high-price items as we will not be responsible for the loss of items by 3rd party couriers.

All items returned for any reason other than having been received damaged will incur a 20% restocking and processing fee.

For more information, please refer to our full refund policy.

If there’s an issue with your order, like it’s the wrong size, wrong colour, defective, or otherwise not exactly what you ordered, then simply notify us. If it's our mistake, we’ll will process a refund to your original payment method and you won’t be asked to ship the product back to us.

We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we’ll send you a replacement.