Trove - Seller Information Page

About us:
Trove is committed to providing a world class customer experience across its thousands of products. 
 
Delivery information:
Trove offers FREE standard shipping on all orders delivered to the mainland UK (UK excluding BFPO, Channel Islands,Northern Ireland and Outer Hebrides) and Northern Ireland.  We currently do not offer shipment outside the UK, or any expedited options.  Standard shipments would typically arrive 3 to 5 days after the order is placed.

For any missed deliveries, order changes, or cancellations prior to delivery please contact support@troveshopping.com.
 
Returns policy:
If you change your mind and wish to return or exchange a product, please return them within 30 days in their original packaging and in a saleable condition and we will happily refund or exchange the item. Please use the freepost label included with the delivery of your order, and ensure that your order details are included with the return.
Some products can only be returned if they are faulty, so are excluded from the 30-day return policy.

These include: 
• perishable items
• items we cannot resell for health & hygiene reasons once unwrapped e.g. personal grooming products & earrings
• items installed using our installation service
 
To protect your personal security, we are unable to accept returns on some non-faulty imaging & recording products.
These include:
• MP3 & MP4 players
• Digital cameras
• Camcorders
• Hard drives
• Laptops/desktops/netbooks/tablet PCs
• USB devices
• Digital photo frames
• Sat nav systems
 
If there is a fault with a product within the first year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.
Nothing in our returns policy or this section affects your statutory rights.

Contact us:
You can reach Trove at:
support@troveshopping.com
Freephone: 0800 32 87683
Our support team is available weekdays excluding public holidays from 9am to 6pm.

FAQ

How long will delivery of my order take?
 
Our orders are dispatched within two working days of the order date and we aim to have them delivered within 5 working days. 
 
Whilst we strive to deliver all orders within this period, there are rare occasions when there may be delays.  If you have not received your order after this period, please email support@troveshopping.com, indicating your Tesco order ID and items not yet received.
 
How do I return my order?
 
If you change your mind within the first 30 days about an order which is in unused condition and in its original packaging, you can send this to us using the provided freepost Royal Mail returns label included at the bottom of the packing slip included in your delivery. 
 
Please note: the top half of the packing slip must be included with your return for identification of your order; without this there may be significant delays.
 
How do I cancel my order?
 
If you must cancel an order, please email support@troveshopping.com as soon as possible. This is to ensure we are able to intercept the order before it leaves our dispatch depot.  If the order has already been dispatched, please refuse upon delivery or return this to us as per the returns procedure.
 
How do I get my refund?
 
We coordinate with Tesco to process refunds. Once an order is returned, please allow 3 working days for the item(s) to be delivered to us and a further 5 working days for Tesco to process your refund.
 
Why have I not received my refund?
 
To ensure your refund is processed as quickly and efficiently as possible, please ensure you include the top half of the packing slip with your returned item.  Also, please retain your receipt from the post office as we will need this to contact Royal Mail if your return has not been received. 
 
If you have not received your refund after eight working days, please email support@troveshopping.com.
 
My order is faulty, how do I get a refund or replacement?
 
For a refund, please follow the normal returns procedure and indicate details of the fault. If you would like a replacement, please email support@troveshopping.com with the Tesco order ID and request this before returning the order. The replacement item is sent once we receive the faulty item.
 
Important
 
Please note that we can only accept non-faulty returns which are received within 30 days of the order date. If your order is received outside of this period, there will be a delay in fulfilling your request as we need to hear from you regarding the reason for return.
 
To ensure we serve you in a quick and efficient way, please email support@troveshopping.com. 

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