FAQ

About Us

What is Trouvaille?
We are a company from London (United Kingdom) who offers cool and original gifts for travellers around the world!

What does 'Trouvaille' actually mean?
1. A chance encounter with something wonderful; a lucky find.
2. Something considered interesting or exceptional, discovered accidentally or not.
3. The act of discovering something with an effort of the mind or the imagination, or thanks to a lucky inspiration.

Is Trouvaille secure?
You don't have to worry about a thing. We handle all the data you provide securely. Our payments are processed by world-leading payment gateways PayPal and Square. For detailed information please see our Privacy Policy.

How can I follow you on social media?
Share your travel experiences and photos with us on social media! Follow us not to miss out on new products, promotions and giveaways!
Instagram: @trouvailleglobal
Facebook: @trouvailleglobal
Twitter: @wearetrouvaille

 

Our Products

Do you only have four products?
We are a small company and have recently launched three models of our amazing mug to colour the world! However, we are working on new designs that will be available shortly. Stay tuned not to miss any of them!

Why can't I choose the colour of my pen?
The products come as a set with a green pen as that is the colour that normally represents the Earth. However, you can buy other colours to make your mug or tote bag as colourful as you like!

Why does my country/the country I have been to not appear?
We know! We have been to Barbados and it is not on the map... We strive to include all the countries on the map as accurately as possible. However, some small countries and islands are not included because, instead of printing a black dot, we preferred to let you add it with your pen!

 

Payment, Shipping and Returns

Why am I charged in GBP and not USD or EUR despite selecting USD or EUR?
All orders are charged in Pound Sterling (GBP) and any quotes shown on the website in US Dollars and Euros are for orientation only and are approximate value converted from GBP based on current market exchange rates for USD and EUR (subject to quarterly updates). As all orders are charged in GBP, your card provider may charge their own exchange rate where currency rate differs from our approximate values provided on the website. 

How will my product be packed?
We are determined to keep our carbon footprint as small as possible. All our shipments are sent in recycled cartons, but do not worry, your product inside will be securely packed exactly like on the images, in our original Trouvaille box.

Do you ship to my country?
Our products can be shipped worldwide. However, please note that the price quoted at checkout includes products and shipping and excludes local import taxes and duties. Your government may require you to settle them before the shipment can be released from customs and delivered.

When will I get my delivery?
We will let you know an estimated delivery time at the checkout according to your selected shipping method.
For detailed information about deliveries, please see Shipping and Returns.

What are the UK delivery options?
You can choose from the following shipping methods at the checkout:
Royal Mail (1st and 2nd class)
UK Mail/DHL (express delivery)

How late in the day can I place my order for UK next day delivery?
We offer next day delivery only within the UK. You can select it at the checkout and as long as you place the order before midday, it will be dispatched the same working day (Monday to Friday).

What are the international delivery options?
Depending on the country of delivery, you can choose from some of the following shipping methods at the checkout:
Royal Mail (tracked or non-tracked)
DHL (economy or express delivery)

The product arrived broken/is faulty.
If there is an issue with the product, you need to inform us by email at support@trouvailleglobal.com within five days of delivery. For more information please see our Terms and Conditions.

Can I return a product?
For detailed information about returns, please see Shipping and Returns.