Refund policy
Return & Refund Policy
Last updated: 15/05/2026
Thank you for shopping with The Trove. Please read this policy carefully before placing an order. By making a purchase, you agree to the terms outlined below.
1. Returns
Hygiene & Custom-Made Exception For hygiene and safety reasons, pierced jewelry (including earrings and piercings) cannot be returned, refunded, or exchanged. Personalized or custom-made jewelry is also strictly non-returnable and non-refundable.
Customization & Alterations Please review your order notes carefully before submitting.
-Design Layouts: If a specific charm arrangement is not left in your order notes, our team will arrange them in the layout we see best.
-Chain Length: If no specific length preference is left for adjustable chains, it will be crafted at our standard default length.
-Adjustments & Fees: If the final charm arrangement or chain length is not to your preference upon arrival, it does not qualify for a free return. An additional fee will be charged for any returns, rearrangements, or resizing adjustments.
Non-Personalized Items Non-personalized items (such as necklaces or bracelets) may be returned within 3 days of delivery. The return period starts from the date the order is delivered.
Returned items must be:
– Unused and unworn
– In their original packaging with all tags attached
– Accompanied by proof of purchase
All returns are subject to inspection. Items that show signs of wear or do not meet the return conditions will be sent back to the customer. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
To initiate a return, please contact us via WhatsApp at +973 3608 6668. Items sent back without prior approval will not be accepted.
2. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 24 hours of delivery via WhatsApp at +973 3608 6668 and provide clear photos. Once reviewed and approved, we will offer a replacement or refund, including the delivery fee.
3. Product Variations & Care
Artisanal Nature: Many of our pieces are handcrafted or use natural materials. Minor variations in color, texture, or shape are characteristic of artisanal jewelry and are not considered defects.
Jewelry Care: We are not responsible for damage caused by improper care, such as exposure to water, perfumes, lotions, or harsh chemicals. Please follow standard jewelry care instructions to maintain your pieces.
4. Exchanges & Refunds
– For non-defective returns, the original delivery fee is non-refundable.
– Approved refunds will be processed to the original payment method within 3–10 business days.
– If the original payment method is unavailable, store credit or a bank transfer may be offered.
5. Cancellations
Orders cannot be canceled once processing or production has started, especially for personalized or custom-made items.
6. Non-Returnable Items
– Pierced jewelry (earrings, piercings, etc.)
– Personalized or custom-made items
– Pop-up & Expo Sales: Items purchased in person at events are Final Sale/Exchange Only
– Sale or discounted items
– Gift cards
7. Shipping & Delivery
Non-Responsive Delivery: It is the customer's responsibility to be available to receive the order or respond to the delivery driver. If a delivery fails because the customer did not respond to the driver or the courier, additional delivery charges may apply for the re-delivery attempt. Original delivery fees for failed attempts are non-refundable.
Customs & Duties: For international orders, the customer is responsible for any customs duties, taxes, or import fees. These are non-refundable.
Customer Responsibility: We are not responsible for delays or losses caused by incorrect or incomplete delivery addresses provided by the customer.
Delivery Estimates: Delivery times are estimates and may vary due to courier delays or unforeseen circumstances.