Shipping and returns
We ship to all countries worldwide. All orders are shipped via courier services DHL Parcel and DHL Express. Delivery time depends on the destination and takes from 3 to 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.
Shipping cost for EU:
Orders below 300€ - 15€
Orders from 300€ - Free
Shipping cost outside of EU*:
Order below 300€ - 30€
Orders from 300€ - Free
*higher shipping costs may apply with more distant destinations.
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, and the cost of returning the package to the shipper. This amount will be deducted from the refund.
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
You have the right to return or exchange the goods at your own expense within 14 working days from the date of arrival and with the courier of client's choice (except the post). You can also use our return label, of which the cost will be deducted from the return amount. The return cost are equal to the shipping cost for a particular destination.
Before proceeding with any return request, please contact our team at firstname.lastname@example.org.
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.
Any duties and taxes paid are nonrefundable. The returned goods must be accompanied by the return form (click return form). 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. If you proceed with your own return label, please declare it as 'GOODS RETURNING' on your commercial invoice and keep your tracking number for your records.
Refunds will be issued within 14 days of receipt of the returned merchandise, through the original payment method.
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. The products have to be in the same condition as they were shipped, not bearing the signs of usage alongside intact packaging.
In order to file a complaint, please contact our Customer Care Department by writing the order number in the title section. Complaint can be filed by sending an email to email@example.com with fulfilled complaint form and attached pictures of the defect (download the complaint file). After acceptance the complaint, in order to repair the defect, the client can send the product to the address listed below.
Please send your return/complaint to:
LE PETIT TROU
00-564 Warsaw, Poland
+48 538 272 292