The following are some of our frequently asked questions. If you require further assistance please visit our Customer HelpCentre
What is Trouva?
Trouva is your gateway to a treasure trove of 'lucky finds'. It is a place to discover; a handpicked collection of products from the best independent shops, something special that no one else has. Trouva brings you inspired finds from the best boutique curators.
How do I shop on Trouva?
Discovery and inspiration are our middle names. We want to help you to find things you love; things that speak to you, and express your personality. You can search for things in all the usual ways (keyword search, product categories, and filters), or you can let yourself be guided by our curated finds or boutique collections. Sign up to our newsletter for a regular dose of curated inspiration.
I'm having trouble signing into my account
There could be a number of reasons why you are having trouble signing into your account. There are a couple of things you can try to sign in:
Can I order via phone?
We're not able to take orders over the phone, but if you are having trouble with the site please visit our Customer HelpCentre for tips and guidance on placing your order
How will I receive my items?
We offer a standard shipping price per order from each boutique, enabling you to shop multiple boutiques with ease. Each boutique will lovingly prepare and ship your product(s) to you directly, so you may receive your order in several deliveries.
Should you need your order sooner, we also offer an Express Shipping option across a large number of our boutiques, and Click & Collect for selected postcodes. For more information, please see our Delivery page and Click & Collect page. Please note all shipping times are estimates.
When will my order arrive and how can I track it?
We aim to deliver within the UK in 3-5 working days. You can access your tracking information for each order in your Account. If your tracking is not available and it's been 6 working days since you ordered your item, please get in touch with us via your Account.
Do you offer international shipping?
Yes we do, and we are continuously adding more shipping destinations. To get our most up-to-date list please see our Delivery page. Please note that some items are excluded from International Shipping.
Do you deliver to PO Boxes?
Our couriers are unable to deliver to PO Boxes. If delivery is selected to a PO box one of our operations team will be in touch to request another address so we can ship your items to you.
Do you offer VAT refunds for international purchases?
This is not a service we offer.
What is your returns policy?
We hope that you love your purchase, but understand that sometimes things just aren't quite right. Our returns policy means you have 14 days from receipt to let us know you would like to return an item, and a further 14 days to return the item directly to the boutique for a refund. Please note that some items are excluded from this policy. For more information please see our Returns page.
Do you offer extended returns over Christmas?
Yes, covered under our Christmas returns policy, any products purchased from November 10th until December 18th can be returned up until 14th of January for a full refund, provided the items are eligible for return. For more information please see our Returns page.
I have a question about a specific product
Get in touch with one of our lovely support team members here, who will forward your query on to the boutique for you.
How do I use my promo/ discount code?
Head to the checkout as usual, but before clicking PLACE ORDER, enter your promo code in the promo code box, found within the summary box.
Can I purchase a Trouva Gift Card?
We don't currently offer gift cards. However, if you'd like some advice on the perfect gift, check out our Edits for what's hot and on trend.
Can I set up a wedding list on Trouva?
Whilst we do not currently support wedding lists, you can very easily create and add any products to your own personalised lists. Just click on the <3 in the product thumbnail, or click "Save It" under "Save it to your list" on the product page.
Do you have any age restrictions on products?
Please note that all knives, products containing alcohol and bladed products are not for sale to people under the age of 18. By placing an order for one of these products, you declare to the boutique (seller) that you are 18 years of age or older. Items must be used responsibly and appropriately. Proof of age and a signature will be required on delivery.
I'm a brand and I've seen my products on your site - what is Trouva?
Trouva is a technology platform empowering the best bricks and mortar boutiques to sell online, acting like their own website, but set in a community of other wonderful independents. Everything you see on Trouva purely reflects the products and prices you find in-store; and, as Trouva is a marketplace, when you buy via Trouva you are buying directly from, and supporting, these independent boutiques, when you're unable to visit in-person
For more information visit our Customer HelpCentre