Refund policy
Return & Refund Policy
At Le Petit Camion, every item is handmade with care and, in many cases, made especially for you after your order is placed. Because of the handmade and made-to-order nature of our products, we have a few specific guidelines for returns, refunds, exchanges, and personalized items.
We want you to be happy with your purchase. If something goes wrong with your order, please contact us and we will do our best to make it right.
1. Personalized & Custom-Made Items
Personalized items are made especially for you and cannot normally be returned or refunded simply because you change your mind.
This includes items with:
-
Personalized names or initials
-
Custom text
-
Custom embroidery
-
Other customer-selected personalization
-
Products specifically made or modified according to your instructions
Please double-check your personalization before placing your order.
We will make your item using the information exactly as entered in your order.
If you enter a name, spelling, capitalization, or other personalization incorrectly, we are not responsible for errors provided by the customer.
However, if we make a mistake with your personalization, please contact us and we will work with you to provide an appropriate solution, such as a replacement or refund.
Where applicable, these terms are subject to your mandatory consumer rights under the laws of your country.
2. Returns for Non-Personalized Items
For non-personalized items, we may accept returns for change of mind, subject to applicable consumer law.
Please contact us within 30 days of delivery if you would like to request a return.
To be eligible for a return, the item should:
-
Be unused and unworn
-
Be in its original condition
-
Not have been washed, damaged, altered, or modified
-
Include its original packaging where reasonably possible
Please contact us before sending anything back. We will provide return instructions if your return is approved.
Return shipping
For change-of-mind returns, the customer is generally responsible for the direct cost of return shipping unless applicable law requires otherwise.
Original shipping costs are generally non-refundable for voluntary change-of-mind returns, except where applicable consumer law requires otherwise.
Please use a trackable shipping service when returning an item. We are not responsible for items lost or damaged during a customer-arranged return shipment.
3. Damaged, Defective, or Incorrect Items
If your order arrives:
-
Damaged
-
Defective
-
Incorrect
-
Missing an item
-
Different from what you ordered
-
With personalization incorrectly made by us
please contact us as soon as possible.
For damaged items, please contact us within 7 days of delivery and provide clear photos of:
-
The damaged item
-
The packaging
-
The shipping label
This information helps us understand what happened and, where necessary, submit a claim to the shipping carrier.
If the issue was caused by us or the product was defective, we will work with you to provide an appropriate remedy, which may include:
-
A replacement at no additional cost; or
-
A full or partial refund, where appropriate.
You will not be responsible for return shipping costs when the item is defective, damaged due to shipping, or incorrect due to our error, subject to applicable law.
4. Lost or Delayed Packages
All international orders are shipped from Vietnam and may be subject to customs processing, carrier delays, weather, holidays, or other circumstances outside our control.
If your package appears to be delayed, please contact us and we will help you check the tracking information.
If tracking shows that your package was delivered but you cannot locate it, please contact us so that we can help investigate the delivery with the carrier.
For packages confirmed as lost in transit, we will review the situation and work with you on an appropriate solution, which may include a replacement or refund, depending on the circumstances and shipping service used.
We cannot guarantee delivery times provided by third-party carriers or customs authorities.
5. Incorrect or Incomplete Shipping Address
Please carefully check your shipping address before completing your order.
If an order is returned to us because the address provided by the customer was incorrect or incomplete, we may be able to resend the order after the customer covers the applicable additional shipping cost.
If you prefer not to have the order resent, any refund will be considered after taking into account shipping costs or other non-recoverable costs actually incurred, where permitted by applicable law.
If the incorrect address was caused by an error on our part, we will work with you to resolve the issue at no additional cost.
6. Order Cancellation
Because many of our products are handmade and made to order, we may begin preparing an order shortly after it is placed.
If you need to cancel an order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before production begins.
Once production or personalization has started, cancellation may no longer be possible, particularly for personalized or custom-made items.
Any cancellation or refund will remain subject to applicable consumer protection laws.
7. Refunds
Once your return or refund has been approved, we will process the applicable refund to your original payment method.
Depending on your payment provider, it may take several business days for the refund to appear in your account.
For approved change-of-mind returns, the refund may exclude applicable return shipping costs and other costs that are lawfully chargeable to the customer.
For defective, damaged, or incorrect items caused by us, we will provide an appropriate remedy without charging you for the corrective shipment, subject to applicable law.
8. Exchanges
Because many of our products are handmade and may be made to order, we do not generally offer direct exchanges for change-of-mind purchases.
If you would like a different design, color, size, or style, please contact us. Where possible, we may suggest returning the original non-personalized item and placing a new order.
Personalized or custom-made items generally cannot be exchanged because of a change of mind.
9. Handmade Variations
Every Le Petit Camion item is handmade.
Small variations in:
-
Embroidery
-
Stitching
-
Thread placement
-
Shape
-
Color
-
Size
-
Pattern placement
may naturally occur from one item to another.
These minor variations are part of the handmade character of our products and are not considered defects when they do not materially affect the product's quality, functionality, or description.
However, if you believe your item has a genuine defect or is substantially different from the product described on our website, please contact us and we will be happy to review the issue.
10. International Orders, Customs & Duties
Le Petit Camion ships internationally from Vietnam.
Depending on your destination, your order may be subject to:
-
Import duties
-
VAT or GST
-
Customs fees
-
Brokerage or handling fees
-
Other local charges
These charges may be collected by the destination country, customs authority, or shipping carrier.
Unless otherwise stated at checkout, such charges are generally the customer's responsibility.
Customs delays are outside our control and are not considered a product defect or manufacturing delay.
11. Refused or Unclaimed Packages
If a customer refuses delivery or does not collect a package and the package is returned to us, we will contact the customer when possible.
If the customer would like the package resent, additional shipping charges may apply.
If the customer does not wish to have the package resent, any refund will be considered after deducting shipping costs and other non-recoverable costs actually incurred, where permitted by applicable law.
12. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit, exclude, or replace any mandatory rights you may have under the consumer protection laws applicable in your country.
For example, consumers in certain jurisdictions may have statutory rights relating to cancellation, defective goods, refunds, repairs, replacements, or other remedies.
Where mandatory consumer law provides greater rights than those described in this policy, the applicable legal rights will apply.
13. How to Contact Us
If you have a question about a return, refund, damaged item, or order issue, please contact us before sending the product back.
Please include:
-
Your order number
-
Your name
-
A description of the issue
-
Photos or videos where relevant
We will review your request and get back to you as soon as reasonably possible.
Le Petit Camion
Simple things, deep emotions.
Thank you for supporting handmade and small-batch craftsmanship.