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I've ordered from Trouva before, but didn't realise they had paused trading until I placed an order in February and when I went to check up on my order some days later, I didn't get a response. I sent 3-4 follow up emails which also went ignored and I am now having to go through my bank to try and get a refund.

I had exactly the same experience many reviewers here on TrustPilot:

I ordered a pair of Blundstone boots which were purportedly available from a retailer in Madrid, Spezial. I received an instantaneous email thanking me for my purchase, with an order number - and found my card had been charged instantly - unusual for retailers like these who often charge on shipment - but no contact information, no shipping information, no nothing, I began searching their site for contact info. NADA. No chat, non-operational phone number, no email for customer service. Contact form on their Web site goes unanswered. Eventually found another email on the Web and sent them a few emails. Nothing. Tried to call the store in Madrid, but no one there spoke English, and could not figure out what I talking about.

A number associated with the charge on my bank account yielded.... a CO-WORKING SPACE IN LONDON who knew nothing about said company Trouva, said they did not rent a space there.
They are using the address and phone number to perpetrate a scam... I contacted my bank, who told me 15 days had to elapse until I could receive a chargeback for non-delivery - but had to wait.

I'm sorry I didn't read the reviews before I paid for the boots.

Further reading revealed they'd been sold umpteen times in the last five years, and clearly operate now as a bold-face scam.

E-commerce nightmare. Avoid at all costs.

Update- Trouva have flagged my review for being defamatory! So I’m removing a word and adding extra detail.

Ordered a lamp but My Orders page said 'No Orders'.

Emailed them, no reply.

Live chat switched off.

Phone number cut off, saying not available.

I called the independent retailer directly who told me they have not had the order from Trouva, they don't have the item in stock and had asked Trouva to remove their items.

Chargeback raised with bank and reported them to their payment provider Stripe.

They have set up as a new Ltd company 25 days ago.

Update- I received an email a week ago, after being ignored for 11 days, this said:
we have had to cancel your order - due to an on-going Trouva technical issue.
We're going to go ahead and process your refund for you now, and the money will be back in your account in the next 3-5 working day.

It’s been a week and no refund received. And they have the audacity to flag my review!

Ordered an item 01/03 without knowing Trouva have supposedly ceased trading. They have ceased trading, responding to emails etc. as the business is being sold. However, they have not stopped accepting payments as I was charged for an item I will not receive. I have had to open a dispute with my bank requesting a chargeback.

Avoid at all costs! They accepted my order but the retailer has confirmed they requested to leave Trouva a few months ago The items are old stock and Trouva should have not accepted my order. It also appears they have ceased trading!

I placed an order in January. I submitted a return request a week later. No response. I tried again. No response. I emailed them. No response. I emailed the shop that items came from, they said it has to go through Trouva. I emailed Trouva again. No response. I have £75 of returns I wish to get refunded.
Awful first experience. Rubbish returns service.

I bought an expensive dress in good faith and as it wasn't suitable for the occasion I returned it. 5 weeks later still no refund and no responses to my emails requesting the money even though Ive sent proof of postage and proof of delivery to them.

UPDATE - STILL NO REPLY FROM TROUVA. THEY JUST RETURN MY EMAIL UNANSWERED . I REST MY CASE

Exceptionally Poor Customer Service
I bought a pair of gloves in January, realised they were the wrong size and ordered another pair to be sent checking the website guidelines for this scenario first and that I would be able to get a refund for the first pair once returned at my own expense.
Sent the gloves back to the boutique within the 14 day period, got no acknowledgment on this from Trouva, checked they had been received back safely, they had and emailed Trouva again chasing my refund. No reply. Have emailed 3 times since, no reply.
I read online they are having financial difficulties and can’t even pay their suppliers so I am not holding much hope on a successful resolution to this for a while but meantime I would advise anyone thinking of ordering from Trouva NOT TO

Ich habe 2 Taschen bestellt, wovon bei einer ein falsches Modell geliefert wurde. Der Kundenservice hat meine Email zu dem Anliegen zunächst freundlich und zügig bearbeitet: ich konnte die Tasche kostenlos zurücksenden und mir wurde die Erstattung des Kaufpreises zugesichert. Nach Ankunft der Ware im Store wurde jedoch über mehrere Wochen keine meiner Emails beantwortet, bis heute nicht. Letztlich habe ich mein Geld nur über den Paypal-Käuferschutz zurückerhalten. Ich kann nach meiner Erfahrung von diesem Shop nur abraten!

Na het kopen van misleidende producten op de website nam ik contact op met de klantendienst. Super snelle en “vriendelijke” service. Ik kreeg onmiddellijk een retourlabel opgestuurd en de werknemers waren super reactief. 17 dagen geleden is mijn return al toegekomen bij Trouva, plots geen teken van leven meer van de klantendienst. Ik kan ze niet meer bereiken en wacht nog steeds op een terugbetaling. Schandalig!

Commande passer il y a bientôt un mois , le statut de ma commande n’a toujours pas évolué
Et le support@trouva ne répond a aucun message inexistant on dirait
Mise a jours 16 avril 2025 aucun retour toujours

Exactly same - quick response regarding a return and acknowledgement return received. Three weeks later I’m still waiting for refund and as other review radio silence to the emails I have sent.

ORDER #26166

Like the previous reviewer, I can confirm the exact same thing has happened to me. I have returned the £200 dress as per their returns policy. I have emailed them several times since to get my refund which is outstanding from January 2025. Their lack of communication and action is truly appalling. I too will not be placing any future order with them and do not recommend their service.

1 month ago I contacted trouva to return an item. I had a quick response and agreement that they would the item back, now radio silemce, I am £200 out of pocket. I've emailed 5 times to no avail.

I contacted Trouva to organise a return and refund for a jacket back on 27 Jan which they promptly replied to organise. I sent the item back via recorded delivery which I had to pay for. It was delivered a few days later on 29 Jan, confirmed via tracking. I’ve since heard nothing from Trouva despite following up multiple times over the last few weeks via email. I’m appalled at this customer service and lack of communication and I’m currently left £160 out of pocket. I’ve previously liked supported small businesses via Trouva but will never be shopping from them again.

I ordered an item from Trouva. I paid to return this item & emailed them immediately with the requested proof of postage etc. Royal Mail have confirmed they have received this item. I am still waiting for a refund even though they clearly state on their refund policy that they refund within 3-5 working days of receiving goods. It has been way over that amount of time! They do not even reply to emails or ‘submitting a request’. You cannot call, only number conveniently says out of service. Do not shop with them I am literally still £50
down nearly a month later!

Oh dear. I contacted Trouva a couple of weeks ago about returning an order of two wall lights. After an initial quick and helpful email with instructions about how to make the return, I've heard nothing back. I have proof of postage and delivery, but I've received no responses to my enquiries about when they'll be refunding the money. It seems astonishing that they can just pause trading and stop processing refunds etc over the course of a few days. I'm over £200 out of pocket.

Leider keine gute Erfahrung und daher künftig keine weiteren Bestellungen. Ich hatte Handschuhe bestellt, die jedoch auch nach mehreren Wochen nicht angekommen sind. Auf meine Nachfrage wurde nicht geantwortet jedoch wenigstens der Kaufbetrag kommentarlos zurückerstattet.
Somit keinen größeren Schaden erlitten, aber trotzdem sehr ärgerlich.

Le site a annulé ma commande il y a plus de 15j. Je suis toujours dans l'attente du remboursement de cette dernière. 3 mails leurs ont été adressés et je n'ai obtenu aucune réponse.

I like many others have been left out of pocket for nearly £200. The goods were returned by DHL which is odd as I was at home. The shop owner received them back but says I didn't pay her but Trouva have my money. I've sent numerous emails over the past 2 weeks and still no refund. I think they have probably gone bust. I had to give a one star otherwise I couldn't write a review but If I could I'd give no stars.