FAQ's Answers

ORDER ISSUES

  • I'm missing an item from my order, what do I do?

    We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If you do not have any information please contact our Customer Care team - orders@trovea.com with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

  • I have an incorrect item in my order, what do I do?

    We want to sort out any issues with incorrect items straight away. Please contact our Customer Care team - orders@trovea.com with your order number and the incorrect item's name and product number. We'll get back within 24 hours.

  • What do I do if I receive a faulty item in my order?

    We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care team - orders@trovea.com with your order number The faulty item's name and number and description of the fault. We will get back to you with a replacement as soon as possible.

  • Can I cancel my order after I've placed it?

    There are varying time limits in which you can cancel your order. You can cancel your order 60minutes after placing your order. If you have received an email informing you of your order being processed, your order cannot be cancelled.

  • Can I amend my order after I've placed it?

    We're really quick at processing your order . All changes including changing the delivery address or phone can be changed within 60 minutes. However, to amend the items or payment method you would have to cancel the order and place a new order.

DELIVERY

  • What should I do if my order hasn't been delivered yet?

    What should I do if my order hasn't been delivered yet? Your estimated delivery date is in your Order Confirmation email - please allow until this date for your order to arrive. It's also worth checking if there are any local delays in your area.
    Send an email to delivery@trovea.com to track your order.

  • How does the TROVEA delivery service work in the UAE?

    We know how important it is to receive your goods when you expect them, especially if you've ordered something for a specific occasion, and we use ARAMEX to deliver goods on time.

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

    We will ring you before attempting delivery. Delivery. Please do answer your phone number provided at the time of placing the order. Don't worry, we will attempt delivery more than once.

  • Can I track the delivery of my order?

    If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

RETURNS & REFUNDS

  • What is your Returns Policy for orders sent to the UAE?

    Do you want to return something? No problem! Returns are FREE for UAE customers.

    The return policies vary according to the method of payment: Credit Card / Paypal payment - You can request for return of any item for a refund within 7 days of receiving your original order. We offer free pick up service in the UAE, thereafter the amount is refunded to your card/paypal account.

    Cash on Delivery service - You can ONLY request for exchange not return of any item within 7 days. We will issue a credit coupon that you must use to place the exchange order for the same or more value. We offer free pick up and drop services in UAE which can be done on the same day unless requested otherwise.

  • I'm an International customer. How do I return something to you?

    We want to give you a hassle-free way to return anything, so you can return / exchange any item to us within 7 days of receiving your original order, including sale items. For refund, please send us the item back to UAE and we will process your refund thereafter. For an exchange, you can send something back and get a credit coupon to place a new order.

    As an International customer, you can return your parcel using any postal service. Please note - you'll need to cover the postage costs yourself. It’s a good idea to mark your parcel as ‘returned goods’ to avoid being charged any duties.
    The parcel remains your responsibility until it arrives with us - remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.
    When you return your order, just pop us a returns note in the parcel with the following details marked on it: Your order number
    Which items you’re returning for a refund

  • Can I return an item for an exchange instead of a refund?

    Sure, we would love for you to try a new item. You can request for an exchange within 7 days by emailing orders@trovea.com. You will receive a exchange request email with a link to a exchange request form. Fill up the form with reasons for exchange to get a credit coupon in your inbox. Use the credit coupon to place a exchange order for the same or more value. We offer pick up of the return item and delivery of the new item on the same day.

  • What address can I use to return my items to you?

    TROVEA
    Arjaan Office Tower
    #505
    Media Centre
    Dubai UAE

PAYMENTS & PROMOS

  • How can I pay for my order?

    You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

    cards

    We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

    You can also choose to pay by COD – Cash on Delivery only in the UAE region.

  • Will my parcel be charged customs and import charges?

    In most cases, any customs or import duties are charged once the parcel reaches its destination country. There will be NO duties levied in the UAE region.

    You may be charged for handling fees and taxes as your order passes through customs in your country. Any charges on a parcel must be paid by the person receiving the parcel. TROVEA has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

  • Can you help me with my promo code?

    You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Promo code (you'll find it on the Payment div, beneath the items in your order) Once you've entered the code, click on 'Update' and it will apply to your order. You'll be able to check this underneath the items as the discount value will have been removed and the price amended.
    You must enter the discount/promo code when you are checking out as it can't be applied later.
    You can only use one discount/promocode per order.

PRODUCT & STOCK

  • Where can I find your size guide ?

    We never want to send you something that doesn't fit properly so we have size guides available on most of our product pages.
    Just click on the ‘SIZING’ button on each product page for measurements, fitting tips.

  • How will I know if an item is back in stock ?

    We don't currently have the facility to let you know when an item is due back in stock. As we like to offer you new and exciting products regularly.
    You could look for something similar? You can narrow down the selection by using our 'Refine By' div on the left hand side of the screen.
    It's always worth keeping an eye on our New Arrivals div for items that have been restocked. Our Editors Choice div also includes all suggestions for HOT items, so it's worth a look!

  • Can I save items I like to a wishlist ?

    If you spot an item that you like but don’t want to buy right now, then you can add it to your ‘’Favorites’ list. Simply log in and mouse over the item to find a “heart’ sign and add to favorites.

  • How do I remove items from my cart ?

    When you are on your ‘shopping cart’ div, BEFORE clicking the ‘proceed to checkout’ tab, you can UPDATE / REMOVE items from your cart. Please proceed to checkout after ensuring that your card has items you wish to buy.