Returns
What is your returns policy?
We hope that you love your purchase, but understand that sometimes things just aren't quite right. Our boutiques’ 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, subject to the exclusions outlined below.
Extended Christmas Returns
Orders placed between 9th November 2019 and 20th December 2019 will be eligible for return up to 14th January 2020.
Find out how to request a return here.
What products can't I return to the boutique?
The below are non-cancellable and non-refundable:
- Perishable products such as food, plants, perfumes and toiletries
- Personal products sold with a hygiene seal where that seal has been broken e.g. earrings, underwear and swimwear
- Personalised products and products made to order
- Any product that has been used, returned without original packaging or tags or is returned in an unsaleable condition. Faulty items must be returned in their original packaging.
I would like to return my product to the boutique, 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.
- 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 goods from outside of the EU and/or needing to produce a customs declaration, goods MUST be marked as "Returned goods" with ZERO commercial value. Failure to do so, or to declare any value on the shipment may result in import duty and/or taxes being applied to the returned goods which will be deducted from any refunds payable or recharged to your payment method
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.
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.
Return Shipping Refunds
If your product is damaged, faulty, or you have received an incorrect product, Trouva will refund the cost of return shipping if you are asked to return it back to the boutique. However, this must be reported using our Returns form and the Support team will assist from there. Faulty items must be returned in their original packaging.
If you are returning a product for any other reason (e.g. it is different to expected or doesn't fit), we are unable to cover the cost of return
Delivery Cost Refunds
The process to receive a refund for your initial shipping charge will differ depending on whether you were charged for shipping for your whole order or on a per boutique basis. This will depend on where your order was shipped from.
For a single order shipping fee, we can issue you a delivery refund if you return all the products on your order within our returns period. If you were charged for shipping on a per boutique basis, we can issue you a delivery refund if you return all the products from the boutique within our returns period.
Please note: the refund of delivery costs only applies to customers within the EEA. We are unable to refund shipping charges for customers outside the EEA.
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 visit our Customer HelpCentre.
