We have a 14-day returns and refunds policy, which means you have 14-days from the date of the last item in your order arriving to request a return and refund. After this time, we are unable to provide refunds. Items must be returned within 14-days of the return request being approved.
To be eligible for a return, your item 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 customers, our default process is to provide prepaid, insured shipping labels. The cost of these, which is £4.40 + VAT each, will be deducted from the amount refunded. If you prefer to use a different method you must organise this at your own expense. We suggest that you use tracked shipping for general items and insured shipping for high price items. We will not be responsible for any losses caused by 3rd party couriers unless you are using our default returns method.
Non-UK customers must arrange the return shipping themselves as our pre-paid labels are only available in the UK. You will find our returns address on the form that will be sent to you via email. We advise that you use a tracked and insured shipping method if the items that you are returning to us are of high value. Please keep your proof of sending.
Certain items are too large for our default logistics provider and will require a courier. We will organise the collection of the item and the cost will be deducted from the amount refunded. We will always advise of the cost before booking any collections.
The Trouvailles will not be responsible for any import or customs fees associated with your return, these must be paid for by you.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Your item must be returned with 14-days of approval. Items that are not dispatched within the 14-days will not be accepted.
Once the item is received, your refund will be processed within 14-days where applicable. Any returned items that exhibit signs of handling beyond that which would be considered reasonable in a physical shop will incur a 20% fee.
To start a return, please visit click here.
Please inspect your order 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. We may request photographic evidence, in these cases, this must be provided before a refund can be processed.
Depending on the value of the damaged or incorrect items, we may require that the items are returned back to our UK address. In these cases, we will organise and cover the costs of a courier. Refunds can only be processed once the item has arrived at our depot.
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 sale items or gift cards.
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.
Orders/items are only considered late if they are not delivered by the latest delivery estimate given at the time that the order was placed. Orders/items are only considered lost 14 business days after the latest delivery estimate given at the time that the order was placed. Refunds or replacement items will only be processed once an order or item is considered lost.
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.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 14-days of the item arriving in our depot.
Please remember it can take some time for your bank or credit card company to process the refund and for it to appear on your statement.