Returns & Refunds
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 of the product to let us know you want to return an item, and a further 14 days to return the product directly to the boutique for a refund. Some products are excluded from this policy as described below.
Do you offer extended returns over Christmas?
Yes. Returns of any products purchased from 10th November until 20th December will be accepted up until 14th January, provided the products are eligible for return. Please note: products must be received by the boutique before 14th January to qualify for a refund.
I would like to return my product, what do I need to do?
To return your product/s, please follow these simple steps:
- Log into your account and select the order to return OR if you do not have an account, access your order directly by entering your email and order number here.
- Select the product/s you wish to return by clicking the “Return Product” button next to each product in your order. Please note, your request to return a product must be submitted within 14 days of receiving your order, unless covered by our Christmas returns policy above.
- Fill in the “Request a return” form, selecting your reason for returning the product, adding any additional relevant information before clicking the submit button.
- Send your product back to the boutique at the address details we give you, within 14 days of notifying us of your intention to return. We recommend you send your product by recorded delivery, and retain proof of postage just in case anything goes missing.
- Ensure returned products are sent and received in their original packaging and in a re-sellable condition.
- For customers returning products to the UK from outside the UK, please ensure you clearly mark 'returned goods- no commercial value' on the parcel, as failing to do so may result in your parcel incurring import charges or being returned to you. Any import charges that are incurred would need to be deducted from the refund amount.
On receipt of the returned product, the boutique will let us know to refund your payment to your original payment method. You should receive your refund within 3-5 working days of the boutique notifying us. We will contact you if there is an issue with your return.
What products cannot be returned?
Unless faulty, we are unable to accept returns of perishable products, earrings (for hygiene reasons), plants, personal products sold with a hygiene seal where that seal has been broken, perfumes and toiletries, underwear, swimwear, products made to order, or any product that has been used, returned without original packaging or is returned in an unsaleable condition. Faulty items must be returned in their original packaging.
Can I return a product for an exchange instead of a refund?
If you wish to exchange a product, please return your item by following the standard returns procedure and place a new order for your replacement item through Trouva.com
Have you received my returns?
As soon as your returned products have been received by the Boutique, we will be notified of the return. We will then contact you by email to let you know that your return has been received and your refund has been processed. Please allow 3-5 working days for the refund to be processed by your payment provider.
If you would like to know exactly when your return is received by the boutique we would advise sending your returns by a tracked service.
When will my refund come through?
Our Support team will always get in touch when a refund is due or has been requested. Once we have confirmed the refund has been processed please allow 3-5 working days for the funds to be received back into your payment account.
I have further questions on your Returns policy
If you have any questions on our Returns policy which have not been answered above, please get in touch with one of our lovely team at support@trouva.com. We’d be delighted to help!
