Shipping and returns

 Shipping

We ship to all countries worldwide. All orders are shipped via courier services DHL Parcel, DHL Express, UPS Express and UPS Expedited. Delivery time depends on the destination and takes 3-4 working days within the European Union and 2-4 working days outside of European Union. Delivery times are provided as guidelines only. Kindly note that delivery to rural addresses and during promotion period can result in longer delivery times. Please note that we do not allow shipping to a PO Box address

Shipping cost for EU and UK:
Starting from 15€

Shipping cost for Croatia:
Starting from 20€

Shipping cost for USA:
Starting from 29€

Shipping cost for Canada, China and Norway:
Starting from 25€

Shipping cost for Japan, Switzerland:
Starting from 35€

Shipping cost for Oceania:
Starting from 50€

Shipping cost for Africa, Central America, South America, Iceland and Mexico:
Starting from 70€

Shipping cost for Asia (excluding China and Japan):
Starting from 100€

Duties and Taxes

The prices of products are expressed in Euros, inclusive of taxes and excluding customs duties, for orders outside of the EU that shall be borne by the customer.
Le Petit Trou cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.
If a customer refuses a shipment, the customer is responsible for the original shipping charges, any import fees that are incurred on the package when crossing the border at its destination, and the cost of returning the package to the shipper. This amount will be deducted from the refund.

 

Payments

Payments are made by either Credit/Debit Card, Apple Pay or PayPal (paypal.com). All payments are made using a secure SSL connection.

 

Return and exchange

Want to return something to us? It super simple, just follow the instructions below.

 

To be eligible for a return, the products have to be in the same condition as they were shipped, not bearing the signs of usage alongside intact packaging. To ensure a smooth logistic process, we don’t offer exchanges. To change the size or product please make a return and place a new order. 

All returns from outside the European Union will bear returning duties, which the customer is obliged to cover, otherwise we won't be able to accept the package.

 

Online orders – contact the online customer service department; in-store purchases – with proof of purchase at our Warsaw boutique.

1. Submit your complaint by email

To ensure a smooth complaint process, please contact our customer service department before returning the product by sending an email to: customercare@le-petit-trou.com

Subject line: Complaint – order number

Please attach to your email:

a completed complaint form – download the complaint file

a minimum of 2 photos showing the defect in the product

2. Wait for verification

We will contact you within 14 business days.
Please do not return the product before receiving our confirmation.

3. Return of the product

Once your complaint has been accepted, you will receive detailed instructions regarding the return of the product together with a return label, or information about leaving the product at our physical boutique.

4. Review of the complaint

After receiving the parcel, we will assess the product within up to 14 days.
You will be informed of our decision by email.

5. Finalization of the complaint

If the complaint is accepted, we will offer, in the following order: repair of the product, replacement with a new one, or a refund within 14 days from the date the decision is made.

 

Paid Repair Service

We want our products to accompany you for many years. That’s why we created a paid repair service for models no longer covered by warranty – after 2 years from the date of purchase or in the case of certain types of damage.

Simply send us photos of the product to customercare@le-petit-trou.com – we will prepare an initial, modest estimate and, upon your approval, ask you to deliver the item to our boutique in Warsaw (ul. Koszykowa 5) or send it by courier.

Repairs are carried out exclusively with the help of trusted specialists. Once we receive the product, we will provide a detailed offer with the final cost and completion time. The service will begin after payment has been credited, and the repaired product will be shipped back to your address or prepared for pickup at the boutique.

We also encourage you to use local service providers in your area – for the sake of the environment and faster repair turnaround.