Help centre
Answers for shoppers, makers and service providers. If yours is not here, contact us.
Buying on Trove
Who am I buying from?
Trove, a brand name of Serein Consultancy LLC (licensed by Sharjah Media City (Shams), licence no. 2220356.01). Trove is the seller of every product on troveathome.com: when your order is confirmed, Trove buys the piece from its maker and sells it to you. You pay Trove, and Trove is responsible to you for the order, including returns and refunds. See the Terms of Sale.
How do I pay?
By card at checkout. Payments are processed securely by Stripe; Trove never sees or stores your full card number. There is no service fee.
Do I need an account to order?
No. You can check out as a guest with your email and UAE mobile number. An account keeps your orders in one place, and it is where you follow deliveries and request returns.
Are the pieces really handmade?
Pieces in the Trove Marketplace are made by the makers themselves, in small batches. Every maker is reviewed by a real person before their shop goes live. See how curation works. Handmade pieces vary a little from one to the next, and that is part of their character.
Can I order a personalised piece?
Yes, where a piece shows a personalisation option. Personalised pieces are made for you, so they can be returned only if they are faulty, damaged or not what you ordered.
Delivery and returns
Where do you deliver?
To addresses in Dubai, Abu Dhabi and Sharjah only.
How much is delivery and how long does it take?
AED 30 on orders of AED 200 and below, free on orders over AED 200. Delivery time is shown on every piece: its maker's time to make or finish and pack it, plus 1–4 days with our courier. Most pieces arrive in 3–6 days; made-to-order pieces show their own time. An order with pieces from several makers may arrive in more than one parcel.
Can I return something?
Yes. You can ask to return a piece within 15 days of delivery from Your account → Orders. Once we approve it, our courier collects it from you, and we refund you once the courier has collected the return. See Delivery & Returns.
Is there a charge to return a piece?
Only for a change of mind on orders of AED 200 and below: a AED 30 collection fee is taken off the refund. There is no collection fee when a piece is faulty, damaged or not what you ordered, and none on orders over AED 200.
When will I get my refund?
We refund you once the courier has collected the return. The money goes back to the card you paid with; your bank may take a few working days to show it.
Selling on Trove: the maker handbook
Who can sell on Trove?
Makers in Dubai, Abu Dhabi and Sharjah who make their pieces themselves, at home or in a small studio. Our courier collects sold pieces from your door in any of the three; Trove delivers to buyers in Dubai, Abu Dhabi and Sharjah. Apply at Sell on Trove; a real person reviews every application.
What does it cost to sell?
Nothing to join and no listing or monthly fee. You set each piece's price. When a piece sells, Trove buys it from you at 60% of your price and keeps 40%, which pays for photography, marketing, the storefront, checkout, delivery and customer care. See the Seller Agreement.
How and when am I paid?
By bank transfer to an account in your own name, fortnightly, every other Tuesday. A sale becomes payable once the piece has been delivered and the settlement hold has passed; your Payments page shows exactly what is coming and when.
Who delivers my pieces?
Trove books and pays for the courier. When a piece sells, you pack it in your own packaging, mark it as packed in your dashboard, and the courier collects it from your door.
What happens when a buyer returns a piece?
Trove handles the buyer and the refund, and the piece comes back to you by courier. Because you are paid only after the buyer's 15-day return window, a returned piece normally just drops out of your pending total. Only if a sale was already paid is it taken off a later payout, as the Seller Agreement explains.
What can I not sell?
Anything you did not make, anything counterfeit or unsafe, and anything ingestible or applied to the skin: no food, drinks, cosmetics, skincare, soap, perfume or supplements. Candles are welcome: list them under Home & Living, as long as they are not made or sold for use on the skin.
Do I need a trade licence?
Trove buys your pieces and resells them, so many home makers can start without one. If you do not have a licence, Trove will ask for your Emirates ID and home address before your first payout, to verify who you are. Once the settlements Trove pays you in any 30 days reach AED 12,000, we will ask you to get a UAE e-Trader or trade licence to keep growing on Trove (this is the threshold the Seller Agreement refers to). Check your own situation with the relevant authority if you are unsure.
Services Marketplace
Who provides the services?
Independent providers: makers, creatives and professionals running their own businesses. Trove reviews every provider before listing them, but the provider, not Trove, is responsible for the service and performs it. Who you contract with depends on how you pay: pay through Trove and Trove is your contracting party for that booking and refunds you in full if the service is not delivered; settle directly and the arrangement, and any refund, is between you and the provider. See the Services Terms.
How do I pay for a service?
You choose when you send the booking request. Settle directly with the provider (bank transfer, cash or as you agree): that payment is between you and the provider, and Trove cannot refund it. Or pay through Trove by card once the provider confirms, where available: Trove is then your contracting party for that booking and refunds you in full if the service is not delivered.
How do I offer my services on Trove?
Apply at Offer your services. Providers based in Dubai, Abu Dhabi and Sharjah can apply, and services are booked at customers' homes in the same emirates. Listing is free during launch: the AED 30 monthly platform subscription starts later, with 30 days' notice. On bookings paid through Trove, Trove keeps 10% of the price. See the Provider Agreement.
How do providers get paid for bookings paid through Trove?
By bank transfer from Serein Consultancy LLC, the company behind Trove, so look for that name on your statement. Your fee (the price less Trove's 10% platform fee) is provisional until the service date has passed and a 3-day window for any complaint or cancellation has closed. It is then paid on the next payout day, every other Tuesday, the same days Trove pays its makers. Add your bank details under Payouts in your provider dashboard; each fee there shows when it becomes payable and, once sent, the date and the transfer reference. Direct bookings are settled between you and the customer, so Trove pays nothing on them.
Your account and your data
I forgot my password. What do I do?
Choose Forgot your password? on the sign-in page and we email you a link to choose a new one. The link works once, for an hour. Signed up with Google? The same link lets you set a password too. If the email does not arrive, contact us from the address on your account.
How do I see or delete my personal data?
Write to us through the Contact page from the email address on your account and choose Privacy and my data. Within 30 days we send you a copy of your data as a file, or close and anonymise your account: your name, email address, mobile number and addresses are removed, and only the order and payment records the law requires us to keep stay, without your details. The Privacy Policy explains what we keep and for how long.