Shipping, Returns & Exchange Policy

This policy applies to all purchases made through The Petite Cartel We are a small, conscious, and slow-made brand. Each garment is created with a commitment to quality and craftsmanship, and this policy reflects our business model while protecting your consumer rights under UK law.

1. Order Processing

As each of our garments is made to order, please allow a processing time of 8 weeks (see ‘how we operate’) from the date your order is placed until it is dispatched. This time allows us to create your item with the care and attention to detail it deserves. Orders are not processed or shipped on weekends or UK public holidays.

In the event of a high volume of orders, there may be a slight delay in processing. If this occurs, we will notify you immediately via email and provide an updated dispatch estimate.

2. Shipping Rates & Delivery Estimates

We use Easyship, a third-party shipping platform, to provide you with the most efficient and cost-effective shipping options available. Shipping costs are dynamically calculated at checkout based on the weight of your order and your location. The rates you see are live and accurate, reflecting the actual cost of postage from our chosen carriers.

You will have the option to choose from multiple carriers and service levels (e.g., standard, express) at checkout. The estimated delivery times for each option will be displayed for your convenience.

Domestic (UK) Shipping: Your order will be sent via a tracked service. Delivery is typically estimated to be [e.g., 2-4 business days] from the date of dispatch.
Worldwide Shipping: International delivery times vary significantly by destination. Estimated delivery is typically [e.g., 7-14 business days] from the date of dispatch, but may take longer due to customs procedures in your country.

Please note that these delivery estimates do not include our processing time.

3. Cancellations, Returns & Refunds

We understand that shopping online can be challenging. While we do not offer exchanges due to the limited, made-to-order nature of our garments, we do accept returns for a full refund under the following conditions.

a) Cancellation of an Order Before Dispatch

You have the right to cancel your order at any time before it is dispatched. However, once our production process begins, we cannot accept cancellations as we will have already allocated resources and purchased materials specifically for your order.

To allow for cancellations, we have a 24-hour grace period from the moment your order is placed. If you wish to cancel, please email us immediately at hello@thepetitecartel.com within this 24-hour window, and we will issue a full refund to your original payment method.

After this 24-hour period, we will begin the production process for your garment. At this point, we are unable to accept cancellations. However, your right to return the item upon delivery for a "change of mind" remains in effect, subject to the conditions listed below.

b) Returns for Faulty or Not-as-Described Items

If your garment is faulty, damaged, or not as described, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015. Please contact us immediately at hello@thepetitecartel.com with your order number and photos of the issue.

Return Shipping Costs for Faulty Items: We will provide a pre-paid return label or arrange for a collection. The cost of returning a faulty item will be covered by us.
Refund Processing: Once we have received and inspected the faulty item, we will process a full refund to your original payment method within 14 days of receiving the returned goods.

c) Returns for "Change of Mind"

Under the Consumer Contracts Regulations, you have a 14-day cooling-off period to cancel your order and receive a full refund if you simply change your mind. The 14-day period begins the day after you receive your order. Once you have notified us, you have a further 14 days to return the item. The item must be returned to us in its original, unworn, and unwashed condition, with all tags attached.

How to Return: To initiate a return, please email us at hello@thepetitecartel.com with your order number and the reason for the return.
Return Shipping Costs for "Change of Mind" Returns: You will be responsible for the cost of returning the item to us. We recommend using a tracked service as we cannot be responsible for items lost in transit.
Refund Processing: Once we receive and inspect the returned item, we will process a full refund for the product price. We will also refund the original delivery cost, but only up to the value of our standard shipping option. If you selected a more expensive express delivery method, we will only refund the cost of our standard service. The refund will be processed to your original payment method within 14 days of receiving the returned goods or receiving proof of postage from you, whichever comes first.

4. Customs, Duties, and Taxes (For International Orders)

For all international orders, the customer is responsible for any customs and import duties, taxes, or other fees that may be imposed by the destination country. These charges are not included in the item price or the shipping cost.

We use Easyship's system to provide an estimated cost of these fees at checkout for full transparency.
By placing an international order, you agree to pay these charges upon delivery. If you refuse to pay, the package may be returned to us, and we will refund you the cost of the products, minus any return shipping fees and original shipping costs.

5. Shipment Confirmation & Order Tracking

Once your order has been dispatched, you will receive a Shipment Confirmation email with your tracking number(s). The tracking number will be active within 24 hours.

6. Shipping Address and Delivery Issues

Incorrect Address: Please ensure your shipping address is correct before placing your order. We are not responsible for packages that are undeliverable due to an incorrect or incomplete address provided by the customer. If a package is returned to us, you will be responsible for the cost of re-shipping the item.
Lost or Damaged Packages: If your package is lost in transit or arrives damaged, please contact us immediately at [Your Email Address] so we can assist you. While we are not responsible for packages once they are with the carrier, we will work with Easyship to file a claim and resolve the issue.

By placing an order with us, you agree to the terms of this Shipping, Returns & Exchanges Policy.