Delivery, Returns & Exchanges

Cancellation of Your Order

Once you have placed your order from our e-commerce website, we are unable to amend or change any part of your order as this will have already been placed for processing. Therefore, if you wish to cancel your order please contact us by email hello@trovesse.com providing your name along with your order number.  Please note, in line with Distant Selling Regulations (DSR), you have 14 days to return your order from date of receipt.

How to Return Your Order

Please return your order in its original postal box, inner box and with all the labels and tags present and any promotional material that is included within 14 days of receipt. If a free gift has been sent with your order, please make sure that it is included too. All items must be returned, unworn, undamaged and in a fully resaleable condition and we refuse the right to refund items where this is not the case.

When you receive your order, you will see that all of our jewellery has a tag attached to the front. Sadly, in the past, we have had our jewellery returned to us for a refund where it has been worn with make-up visible and the strong scent of perfume. Therefore we now attach a tag in the centre and assume if you are happy with your purchase, you will remove the tag. If this tag has been removed, then we cannot provide a refund.  

Please note:

• For hygiene reasons, we are unable to refund or exchange earrings unless they are faulty.
• We will not issue a refund on gemstone jewellery for the reasons of natural fractures  or inclusions as all gemstones have natural inclusions which are unique.
• We will not issue a refund on sale or promotional items.
• We will not accept returns of tarnished jewellery as, over time, silver jewellery will tarnish due to corrosion and chemical oxidation when exposed to air, cosmetics skin etc
• We will not refund any item where the pink Trovesse security tag has been removed
• We do not offer exchanges unless any items are faulty.
• When we issue a refund, it will only be for the value of the item unless the item is faulty, in which case we will refund the postage too.  It is the buyer's responsibility to ensure the item is returned to Trovesse and we advise you  to use a tracking service. 

To return an item:

Included with your order, there will be a returns form. Please kindly follow all instructions making sure to clearly print your name, order number and the jewellery items you are wishing to return.

Please send your returns to:
Trovesse Ltd
3 Edgar Buildings
George Street
Bath
BA1 2FJ

Please allow up to 14 working days for returns to be processed once we are in receipt. It will take a further 2-3 working days for a refund to appear in your account. Please note that our system will generate an e-mail confirming your refund once it has been processed. Please also note that during our sale or promotional periods, returns may take up to 10-12 working days to be processed on receipt.

Returns are sent back at your own cost unless the item is faulty or there was a mistake on our part. We recommend you use a posting service that provides proof of delivery to return any items to us as we cannot be held liable for returned items lost in the post.

We will not accept responsibility for any items that are returned to us without a completed Returns Form or Proof of Purchase and we will see this as an unauthorised return.  We send all of our jewellery out with a pink tag attached.  If this tag has been removed, there will be no refund.  It clearly says this on the tag.

How to Return Faulty Items

In the unlikely event that your item is faulty or damaged on arrival, please contact us on hello@trovesse.com ahead of returning the item where we can discuss this further.  Please contact us within 24 hours of receiving the item.  We will also receive notification when you receive the item.

Please note that our semi-precious gemstone jewellery is hand-made from naturally occurring stones. Because of the nature of this process, your unique Trovesse jewellery piece may differ slightly from the image on the website.  Some semi-precious stones can also include natural inclusions. If the jewellery piece you have received has different markings than that on the website or has natural inclusions, it is not deemed faulty.

If you are unsure whether your item is faulty or whether it is a naturally occurring marking, please do not hesitate to contact us at hello@trovesse.com

Where we ship to:

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Guernsey, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Singapore, Slovakia Slovenia, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States.

International Returns

Please refer to the above information and the following:

It is important to ensure that you state you are ‘Returning to Seller’ in the 'Reason for Export' field on your postage label.

We recommend you use a posting service that provides a proof of delivery to return any items to us as we cannot be held liable for returned items lost in the post.

We cannot accept responsibility for items returned to us without a completed Returns Form or proof of purchase. Unfortunately, we cannot cover the cost of international returns.