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.
During the Coronavirus outbreak, some boutiques are unable to process returns in the short term. Please do not post your item until a member of our team has been in touch.
This doesn’t affect your statutory rights and you will still be eligible for a refund whenever you return the item, provided you have submitted the request within 14 days from receipt.
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:
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:
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.