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Order queries

My product has arrived damaged, what can I do?

We’re very sorry to hear that your fantastic Trouva find has arrived in less-than-perfect condition. Please contact our Support team and they will organise a replacement for you. We need to provide photos of both the damage and the packaging in order to resolve this with the boutique so please provide them when getting in touch.

My product is faulty, what should I do?

We’re very sorry to hear this, we want you to enjoy your Trouva purchase. Our Support team will contact the boutique and handle this on your behalf. Please contact our Support team and provide photos of the product fault so that we have everything we need to get this resolved ASAP.

There is a product missing from my delivery, what should I do?

Our products all dispatch directly from the boutiques you have purchased from. Therefore if you have ordered from multiple boutiques the order will arrive in multiple packages. However, if you find that there is an product missing from a package please contact our Support team so that they can assist you.

I have received the wrong product in my delivery

We’re very sorry to hear this has happened. Our Support team will liaise with the boutique to arrange delivery of the correct product and return of the incorrect one. Please contact our Support team, using your order number and let us know so we can get this sorted and you don’t have to wait for your Trouva finds any longer!

I have only received part of my order in my delivery

Trouva is a Community of the best independent boutiques allowing you to shop their unique products from the comfort of your home. Your order is sent directly to the boutique who will prepare and send your products to you. Therefore your delivery will come split across multiple packages if you have ordered across multiple boutiques. You can see the delivery status of each of your products through your Account. However if it has been more than 10 days since you placed your order please contact our Support team who will be happy to look into this for you.

What happens if I'm not in when my order arrives?

This will vary depending on the courier service that is delivering your package. The courier may make a number of delivery attempts before leaving a card for you to rearrange delivery, or instructions to pick up the parcel from a local Access Point. Please use the tracking link and code supplied in your tracking email (or accessible from your Account) to keep track of where your package is.

Some of our delivery partners, eg. UPS and DHL, allow you the flexibility to manage your delivery. Please follow the links in their tracking emails to make any required changes to delivery arrangements.

Need more information? Visit our Customer HelpCenter