We have a 14-day return policy, which means you have 14-days from the date of the last item in your order arriving to request a return. After this time, we are unable to accept a return.
To be eligible for a return, your item(s) must be in the same condition that you received it, unused and with tags. You’ll also need the receipt or proof of purchase.
For UK Mainland customers, our standard process is to provide prepaid and insured shipping labels. The cost of these (£4.60 ex. VAT / label) will be deducted from the amount refunded to you.
If you prefer to use a different shipping method you must organise this at your own expense. We suggest that you use tracked shipping for general items and insured shipping for higher value items. We will not be responsible for any losses or damages caused by any 3rd party couriers that you decide to use.
Certain items are too large or valuable for our default logistics provider and will require a specialist courier. We will organise the collection of the item(s) and the cost will be deducted from the amount refunded. We will always advise of the cost before booking any collections.
If you’re outside of the UK, you’re responsible for the organisation and cost of the return to our UK address. The Trouvailles will not be responsible for any import or customs fees associated with your return, these must be paid for by the customer.
To start a return, please visit click here.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on gift cards. Items purchased using a gift card can be returned but any refunds will be processed as store credit only.
If your return request is approved, the item(s) must be dropped-off at a return point or collected by a courier within 14-days of the return request being approved. Any returns dropped-off or collected by a courier after this time will not be accepted and a delivery charge will apply should you wish to have the item(s) sent back to you. In some cases, we may authorise a later return, however, this must be confirmed by us in writing beforehand.
If your return is accepted, we’ll send you instructions by email on what to do next. Instructions may vary for different types of products and depending on where they need to be returned to. Item(s) sent back to us without first requesting a return will not be accepted and a delivery charge will apply should you wish to have the item(s) sent back to you.
Once the item is received by us or our supply partner, it will be processed and reviewed within 3 business days to check that the return complies with our return policy.
If the return is approved you will be notified by email. Refunds will be issued within 14-days where applicable. Any items returned that were purchased using store credit or gift cards will be refunded as store credit. Where refunds are processed to the original payment method rather than through store credit, please note that it can take some time for your bank or credit card company to process the refund and for it to appear on your statement.
If your return is rejected, you will be notified by email and a delivery charge will apply should you wish to have the item(s) sent back to you. If you're unsure why, please contact us to find out more information and we will be happy to discuss it with you further.
Please inspect your item(s) upon receipt and contact us immediately if any of your items are defective, damaged, or incorrect so that we can evaluate the issue and make it right. Please do not reject deliveries as this will significantly delay the process. Damages must be reported within 1 business day of delivery and must be accompanied by photographic/video evidence. Damage reports after this time will not be accepted. Depending on the value of the damaged item(s), we may require a return. In these cases, we will organise and cover the costs of the return. Refunds can only be processed once we have received the return.
If the item(s) can’t be returned using our standard returns process (e.g. too large or heavy), we will organise and pay for collection by courier. Please note that we can only organise a collection form the original delivery address, if the item has been moved it will need to be taken back to the original delivery address. Alternatively, you will need to organise and pay for the courier yourself.
We do not offer exchanges. If for any reason you didn’t get the exact product you expected, just let us know and we will tell you how to return it for a full refund.
Orders/items are only considered late/lost if they are not delivered within 30 business days. Refunds or replacement items will only be processed once an order or item meets this criteria.
From time-to-time factors outside of our control, the control of our suppliers, or the control of our shipping partners may cause delays to deliveries, for example, customs inspections. In these circumstances, The Trouvailles will not be held liable for late deliveries. Any losses must be recovered by the customer from the shipping partner.
Our consumer policies don't apply to business customers and we do not accept returns unless your item is delivered damaged. If you’re a business customer, make sure you have read our B2B Terms of Service which you can find here.