Frequently Asked Questions
About Us
What is Trouvaille?
We are a small business founded in London (United Kingdom) and run by a couple of globetrotters who design original gifts inspired by our love for travel and nature.
What does 'Trouvaille' actually mean?
It's a (very hard to pronounce) French word and it means:
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.
How can I follow you on social media?
We're always thrilled to see you using Trouvaille products on social media. Follow us not to miss out on new products, promotions and giveaways!
Instagram: @trouvaillegloballtd
Facebook: @trouvailleglobal
Pinterest: @trouvailleglobal
Our Products
How does the colouring work?
You can find the instructions on how to colour in on our products (mugs or totes) on the side of the packaging (or on the back of the flap for the mugs that still have old packaging, like the UK Explorer mug):
Mugs:
1. Colour in all the countries/states/national parks you've been to or you plan to visit or the constellations you spot.
2. Leave to dry for 15 minutes.
3. Bake in the oven for 25 minutes at 160°C/320°F.
4. Ready to use! Your mug is now microwave and dishwasher safe and you can repeat the process as many times as you want.
Tote bags:
1. Colour in all the countries/states/national parks you've been to or you plan to visit or the books you have read.
2. Leave to dry for 15 minutes.
3. Iron the bag inside out without steam.
4. Ready to use! You can wash your bag in the washing machine (inside out!) at up to 40°C/104°F.
Is the pen included with the product?
Most of our colour-in mugs come as a set with a green pen as that is the colour that normally represents the Earth. Our Road Trip and Stargazing mugs come with a navy blue pen. However, you can buy a ceramic pen set to make your mug as colourful as you like!
Our tote bags always come with a green textile pen. If you have any issues with your pen, please get in touch!
Why does my country/the country I have been to not appear on my mug/tote?
We know! We have been to places like Mauritius, Barbados or Antarctica that are 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
Is Trouvaille secure?
You don't have to worry about a thing. We handle all the data you provide securely and don't store any payment details ourselves. Our payments are processed by world-leading payment gateways through Shopify. For detailed information please see our Privacy Policy.
How will my product be packed?
We are determined to keep our carbon footprint as low 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. We use paper fillers or biodegradable peanuts and planet-friendly gift wrapping to reduce waste as much as possible.
Do you ship to my country?
Our products can be shipped worldwide although there may be some restrictions. Proceed to the checkout and, if you get any errors, please get in touch and we'll do our best to help you.
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.
*PLEASE NOTE: As a result of Brexit, any purchase from the EU may be subject to VAT and customs fees which will be your responsibility. These will need to be settled before your local courier service can deliver the goods.
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.
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 10 am GMT, 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 (UK/International)
DPD/DHL (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 14 working 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.