Returns & Refund Policy

We want every piece to be right for you. If it is not, you can send it back. This page sets out your legal right to change your mind, our own returns window, and what happens with a faulty item.

Your right to change your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of the day you receive it, without giving a reason. If your order arrives in several parcels, the 14 days run from the day you receive the last item. Tell us you are cancelling within that period, then send the items back within a further 14 days.

To cancel, email contact@mytrovora.store with your order number and the items concerned. A clear statement is enough; you do not need a special form.

Our 30-day returns window

Beyond the statutory period, we accept returns for up to 30 days from delivery as a goodwill policy, provided the item is:

• Unworn and unwashed, apart from trying it on
• In its original condition, with all tags and labels still attached
• Returned with its original packaging, box or dust bag where one was supplied

We may reduce a refund to reflect any loss in value if an item has been handled more than was needed to check its nature, characteristics and fit.

Items we cannot take back

The right to change your mind does not apply to a small number of items, for hygiene or because they are made for you:

• Pierced jewellery, and underwear or swimwear where the hygiene seal has been removed
• Items made, altered or personalised to your specification
• Gift cards
• Items returned damaged, soiled, scented or worn beyond trying on

This never affects your rights if an item is faulty, not as described or unfit for purpose.

How to return an item

1. Email contact@mytrovora.store with your order number and which items you are returning
2. We reply with the return address and confirm anything you need to know
3. Pack the items securely, with tags attached, and include your order number
4. Send the parcel with a tracked service and keep your proof of postage

You pay the cost of returning an item you have simply changed your mind about, and the goods stay your responsibility until they reach us. We cover return postage when an item is faulty, damaged in transit or not what you ordered.

Refunds

• Refunds go back to the original payment method; we cannot refund to a different card or account
• We refund within 14 days of receiving the returned items, or of your proof that you sent them back, whichever is earlier. In practice most refunds are issued within 3 to 5 working days of the parcel arriving
• We refund the price of the items plus the standard delivery charge you originally paid. If you chose a faster delivery, we refund the standard rate
• On a partial return, the original delivery charge is not refunded
• Your bank may take a few more days to show the money in your account

Faulty, damaged or incorrect items

If something arrives faulty, damaged or is not what you ordered, email us within 30 days of delivery with your order number and a photograph. You can ask for a replacement or a full refund, including the delivery and return postage. After 30 days, and for up to six years in England and Wales, you still have the right to a repair or replacement for goods that were not of satisfactory quality when sold.

Exchanges

For a different size or colour, the quickest route is to return the original item for a refund and place a new order, so the piece you want is reserved for you straight away. If you would rather we arranged a direct exchange, write to us and we will do it where the piece is in stock.

Gifts

If an item was sent to you as a gift, contact us with the order number from the gift receipt and we will arrange a refund to the person who paid, or a credit for you where they prefer.

Contact

Anything at all about a return, email contact@mytrovora.store. Delivery times and costs are on our Shipping & Returns page.