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 25€
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.
How to make a return?
1. Before proceeding with any return request, please contact our team at customercare@le-petit-trou.com including the number of your order in the title. You have 14 days from receiving your order to issue a return request.
2. You have 14 days to return the goods after contacting our team members with return request.
3. Print and fulfill RETURN FORM and pack it with the goods you want to send to us.
4. You can use our return label, of which costs will be deducted from returned amount. We use the following courier companies: DHL EXPRESS, DHL PARCEL, GLS.
5. You can also return the goods yourself, by using the address provided below on this page; however, due to logistic issues, we won't accept good returned by Post. When choosing this option, the client is obliged to provide our customer care representative with tracking number to
6. After acceptance of the goods' quality, the money will be returned to your account within 14 days from receiving the package.
Please send your return to:
Le Petit Trou (Dotpack Hillwood Rampa 4)
al. Wojska Polskiego 305
42-200 Częstochowa, Poland
+48 796 124 931
Complaints
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 customercare@le-petit-trou.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 complaint to:
LE PETIT TROU
Koszykowa 5
00-564 Warsaw, Poland
+48 538 272 292
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.