FAQs

HOW CAN I CONTACT CUSTOMER SERVICES?
You can contact our customer services by email at hello@petittribe.com.

WHERE DOES PETITTRIBE.COM DELIVER?
Petit Tribe delivers all over the world with few exceptions. We are able to ship to many countries on a DDU basis (delivery duty unpaid). This means the recipient will be liable for any local sales taxes or import duties on orders placed outside for the EU. For more info see our shipping page.

DO YOU HAVE A GIFT SERVICE?
Petit Tribe is the perfect place to buy a gift. Our pieces are available in beautiful gift boxes. Simply select the gift box option at check out. We have both small and medium size boxes. A guide to which gift box size suits which pieces is included in the gift box product information. For more information visit our gifting page.

HOW DO I BUY A GIFT VOUCHER?
Please note all our gift vouchers are virtual and can be emailed directly to the recipient.

You can buy a Petit Tribe gift voucher in British Pounds (GBP) by following these steps. Select SHOP from the top navigation, followed by GIFTS in the menu. Choose the amount (£100, £50 or £25, also available in multiples) and then add the gift voucher to your shopping bag. At check out you will be asked if you would like the virtual gift voucher sent to yourself or another recipient. If you would like sent to the recipient simply add their email address and a message if you wish.

You will be notified by email when your order has been placed and the recipient will receive a code to use during checkout. To purchase multiple virtual gift vouchers and have them emailed to different addresses, you will need to repeat the purchasing process. For further assistance placing an order for a Petit Tribe gift voucher please contact the Customer Care team by emailing hello@petittribe.com.

WHAT PAYMENT METHODS DOES PETIT TRIBE.COM ACCEPT?
We accept VISA, VISA Debit and Master Card.

WHAT IF I HAVE RECEIVED A FAULTY ITEM?
This isn’t what we like to hear at all, we’re really sorry. Please email our customer service department on hello@petittribe.com and we will resolve this as soon as possible.

WHAT IF I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER?
Our team works hard to ensure every order is correct, however, occasionally mistakes might happen. Please email our customer service department on hello@petittribe.com and we shall resolve this as soon as possible.

I WOULD LIKE TO EXCHANGE AN ITEM: WHAT DO I DO?
Simply fill out the exchange section of the exchange/refund document which can be found inside your delivery, let us know which items you would like to return or exchangem and then post the items back using the returns label provided. For more information please visit our returns and refunds page.

I’VE ONLY RECEIVED PART OF MY ORDER, WHAT’S HAPPENED TO THE REST OF IT?
No need to worry, you’ll only be charged once for the postage, of course. Each time we dispatch something we’ll send you an email to let you know what’s been sent.

I AM ORDERING FOR SOMEONE WHO LIVES OUTSIDE THE UK – WILL THEY BE CHARGED FOR CUSTOMS & IMPORT DUTY?
Yes. All our items are shipped from our London studio and any charges for customs and import when we mail abroad need to be paid by you the customer.

WHEN WILL MY ORDER BE DISPATCHED?
Orders are dispatched within 48 hours of the next working day. Please note estimated delivery times are to be used as a guide only. Estimated delivery times are from the date of dispatch. Petit Tribe is not responsible for any delays caused by customs clearance processes at the destination. Once your order has been shipped, you will receive email confirmation of your shipping details and tracking number. Please note we cannot ship orders to a PO Box.

HOW CAN I TRACK MY PARCEL?
Completing the registration process will allow you to set up a Petit Tribe customer account. Each order is assigned a tracking number so you can track your order through our chosen courier.

DO ALL ORDERS NEED TO BE SIGNED FOR?
Due to the high value of the items that we ship, we do require a signature as proof of delivery for all orders. We are unable to authorise packages to be delivered without a signature.

IS MY ORDER INSURED?
Petit Tribe insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchase passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of s signature by them (or at that delivery address) is evidence of delivery and fulfilment by Petit Tribe, and transfer responsibility in the same way. If an item is damaged at delivery we recommend you refuse the delivery or make a note when signing for the package that you are accepting a damaged box then let us know on hello@petittribe.com.

HOW CAN I CANCEL MY ORDER?
Orders can be cancelled by emailing us at hello@petittribe.com or completing our cancellation form, that can be found in our terms and conditions section. Please note that orders cannot be cancelled once goods have been dispatched, therefore goods must be returned using our returns policy.

HOW LONG DO I GET TO RETURN MY ITEM?
Your items ordered must be returned within 14 days. All items must be returned unused, unwashed, with all original tags and packaging. Petit Tribe will not accept items that have been worn or soiled or if the tags have been removed.

Returns are free within the UK only.

Please return items purchased on sale within 7 days of receipt. Items returned after this period will not be accepted.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

All returns will be refunded at standard delivery rate.

Please note that it can take up to 10 business days for the refund to appear in your account.

WHERE DO I RETURN ITEMS?
Please email hello@petittribe.com for instructions on how to return my items.

IS PETITTRIBE.COM A SECURED WEBSITE?
Yes. All information transmitted is secured through our Extended Validation SSL. Petit Tribe do not store credit/debit card information directly. You do have the choice to store your credit/debit card information on the secured server of our payment solution, Stripe.

I’VE FORGOTTEN MY PASSWORD – WHAT SHOULD I DO?
To reset your password, follow the ‘Lost your password’ link on the SIGN IN page under MY PETIT TRIBE. Please note that for security reasons we do not have access to your password so we are unable to send it to you by email.

WHAT IS YOUR PRIVACY POLICY?
When you make an order on petittribe.com, we will contact you using the necessary information relative to the invoice and shipping of your order petittribe.com will only share your personal information when it is necessary for the processing of your order: bank, courier partner etc. Petittribe.com uses this information when it is necessary to identify you. Petittribe.com will communicate your information when it is legally necessary to do so, following a complaint for example.

If you have subscribed to our newsletter we will email you with news and offers. We also have partnerships with carefully selected third parties;  if you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please  refrain from consenting to our contact emails or, if you would like to be contacted by us but not third parties, please let us know at hello@petittribe.com.

For more information please see our privacy policy & cookie policy.

WHAT ARE THE TERMS AND CONDITIONS FOR THE USE OF PETITTRIBE.COM?
Our terms and conditions can be found on our Terms & Conditions page.