Delivery & Returns

Trove is the seller of every product on troveathome.com, so there is one delivery promise and one returns policy, whichever maker made your piece.

Where we deliver

We deliver to addresses in Dubai, Abu Dhabi and Sharjah only. Checkout will not accept an address anywhere else. We need a UAE mobile number with every order so the courier can reach you.

What delivery costs

• Orders of AED 200 and below: AED 30 delivery.
• Orders over AED 200: free delivery.
• There is no service fee and nothing added at the door. The delivery charge is shown in your basket and at checkout before you pay.

How long it takes

Delivery time is shown on every piece — on its page, in your basket and at checkout. It is the time its maker needs to make or finish and pack it, plus 1–4 days with our courier, counted from the day your order is confirmed. Most pieces arrive in 3–6 days; made-to-order pieces show their own time, which can be up to 6 weeks. Each piece is packed by its maker and collected from their studio by our courier, so an order with pieces from several makers may arrive in more than one parcel, as each is ready. You can follow every parcel from Your account → Orders, and the courier will contact you on your mobile number.

Returns: 15 days from delivery

You can ask to return a piece within 15 days of the day it was delivered. You do not need to post anything: once we approve the return, our courier collects it from you.

For a change of mind, the piece must be unused and in the condition you received it, with its packaging where possible.

How to return a piece

1. Go to Your account → Orders and find the order.
2. Choose Request a return under it, pick the pieces going back, tell us why and add at least one photo of what you are sending back. A request cannot be sent without a photo.
3. We review the request and email you our decision.
4. Once approved, our courier contacts you to collect the piece.
5. We refund you once the courier has collected the return.

Refunds

Refunds go back to the card you paid with. Your bank may take a few working days to show the money. The refund covers the price you paid for the returned pieces, including any paid extras such as gift wrap, less the collection fee where it applies (see below). The original delivery charge is refunded too when the whole order comes back because it arrived faulty or damaged, was the wrong item or was not as described; otherwise, including on any change-of-mind return, it is kept.

The collection fee

• On orders of AED 200 and below, a change-of-mind return carries a AED 30 collection fee, taken off the refund.
• On orders over AED 200, collection is free.
• The fee is charged per return request, so if you are sending back more than one piece, send them back together and it is charged once.
• There is never a collection fee when a piece is faulty, damaged or not what you ordered, whatever the order value.

Examples:

• You return an AED 150 vase, the only piece in its order (so you paid AED 150 plus AED 30 delivery), because you changed your mind: you receive AED 120. The delivery charge is kept and the collection fee comes off.
• The same vase arrives chipped: you receive AED 180, the AED 150 piece plus the AED 30 delivery charge, because the whole order came back with a fault. There is no collection fee.
• You ordered that vase and an AED 40 trinket dish together (an AED 190 order) and only the vase arrives chipped: you receive AED 150. The delivery charge is kept, because the dish stays with you, and there is no collection fee.
• You return an AED 150 vase from an AED 260 order because you changed your mind: you receive AED 150. Delivery and collection were free.

Personalised pieces

Pieces made with a name, initials or a message are made just for you, so they can be returned only if they are faulty, damaged or not what you ordered, including a personalisation that does not match what you asked for.

Faulty, damaged or wrong pieces

If a piece arrives damaged, faulty or is not what you ordered, request a return within 15 days of delivery and choose the reason that fits. There is no collection fee, and we refund the full price of the piece once the courier has collected it, plus the delivery charge if the whole order came back for that reason. Nothing here affects your rights as a consumer under UAE law.

Services bookings

Bookings on the Services Marketplace are not deliveries and are not covered by this page. The provider, not Trove, is responsible for the service; see the Services Terms for how payment, cancellations and refunds work there.

Questions

See the Help centre or contact us. Please include your order number (it starts with TRV-).