Returns, Damage & Resolution

Each piece in The Provence Collection is antique, vintage, or rustic in nature, selected for its character, history, craftsmanship, and presence.

Signs of age, wear, patina, restoration, surface variation, irregularity, oxidation, crazing, dents, rubbing, old repairs, and other age-related characteristics may be present. These are part of the nature and history of antique and vintage objects and are not considered defects when they are visible in the photographs or described in the listing.

We take care to present each piece accurately through photographs, measurements, condition notes, and written descriptions so that you can purchase with confidence.

For an overview of how your order is prepared, packed, shipped, and delivered, please visit our How We Ship page.

Returns

Returns are accepted within 14 days of delivery.

To begin a return, please contact us in writing at clientcare@theprovencecollection.com.

Returned items must be sent back in the same condition in which they were received: unaltered, unused, undamaged, and with any original labels, tags, or documentation included.

Unless otherwise required by applicable law, clients are responsible for return packing, return shipping, return insurance, customs duties, taxes, import charges, and return transit risks.

All returned items must be packed with the same level of care used for the original shipment. Any damage, loss, or reduction in value during return transit may affect the refund and is the responsibility of the client, unless otherwise required by applicable law.

We do not offer exchanges.

Non-Returnable Items

Certain items cannot be returned, including:

  • Gift cards
  • Personalized or custom orders
  • Specially sourced items purchased at the client’s request
  • Items clearly marked as final sale, where permitted by applicable law

Right of Withdrawal Under French Consumer Law

For consumer purchases made at a distance, and where applicable under French and European consumer law, you have the right to withdraw from the contract within 14 days of taking possession of the goods, without needing to provide a reason.

To exercise this right, you must notify us in writing within the 14-day period. Your notice should include your name, order number, product details, and proof of purchase. Notification may be sent by email to clientcare@theprovencecollection.com.

Once you have informed us of your decision to withdraw, you must return the item without undue delay and no later than 14 days after communicating your decision to withdraw.

Products must be returned in their original condition: unaltered, unused, undamaged, and with any original labels, tags, or documentation included. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and condition of the goods.

Unless otherwise required by applicable law, the client is responsible for return shipping costs, return insurance, and any customs, duties, taxes, or import charges associated with the return shipment.

Refunds will be processed within 14 days of our receipt of the returned item, or within 14 days of receiving proof that the item has been returned, whichever occurs first. Refunds will be made using the same payment method as the original transaction, unless otherwise agreed.

Damage in Transit

All items are packed with care for international transport. For more information on packaging, shipping, and delivery processes, please refer to our Shipping Policy.

If damage occurs during transit, clear documentation and timely communication are essential so that we can assist with the carrier claim and determine the appropriate resolution.

1. Upon Delivery

If the outer packaging shows visible damage:

  • Notify the carrier before signing whenever possible.
  • Request that the damage is clearly recorded by the carrier.
  • Take photographs of the outer packaging, shipping label, and visible damage.
  • Contact us promptly at clientcare@theprovencecollection.com.

2. After Unpacking

If damage is discovered after opening:

  • Retain all original packaging materials, including the outer box, inner packaging, cushioning, labels, and inserts.
  • Take clear photographs of the item, the damaged area, the outer packaging, the inner packaging, and the shipping label.
  • Contact us as soon as possible, ideally within 48 hours of delivery and no later than 5 days after receipt.

If notification is not received within this timeframe, it may be more difficult or impossible to file a carrier claim, and the item may be considered delivered in good condition.

3. Resolution

If damage is confirmed beyond normal age-related wear, we will determine the most appropriate resolution based on the item, the nature of the damage, available documentation, and the carrier claim process.

This may include:

  • Professional repair by a qualified specialist
  • A partial refund reflecting the impact on value
  • Store credit
  • Another appropriate resolution depending on the circumstances

Each case is handled individually, with care and consideration.

This damages procedure does not limit any statutory rights you may have under applicable consumer protection law.

A Straightforward Approach

Antique objects have already lived a long life, often spanning generations. Our role is to preserve and deliver them with care, while ensuring that any issues are addressed clearly, fairly, and professionally.

For additional guidance on shipping timelines and delivery expectations, please refer to our Shipping & Delivery FAQ.

Additional Legal Information

Additional legal notices, terms, privacy information, and related policies are available on our Legal Information page.

Contact

For all questions regarding returns, damage, or your order, please contact us at: clientcare@theprovencecollection.com

Last updated: June 2026