Free shipping for all orders in UAE Instore in Love Paris Gallery Hashtagstore Dubai Mall Instore in ETHER Yas Mall Available in VPERFUMES Open to orders from KSA, Oman & Bahrain
Get Free Shipping for all orders in UAE

Frequently Asked Questions

  • Cancellation / Returns / Refund Related
  • What happens if a Product ordered is out of stock?

    If the Product is out of stock when you are adding it to your shopping bag, you will be informed immediately and the Product won't get added to the shopping bag". If the Product you are looking for is out of stock and you still would like to have it, then please e-mail to with product details. Our Customer Service team will put our best to check the product availability for you and keep you posted on when this would appear next on our website. In circumstances that it is not available, we will inform you about the delay

  • Is there a limit to the quantity that I can order for?

    No, however when the order quantities are large :

    1. We may verify; in order to ensure your security, to confirm that you have indeed ordered for these items.
    2. For large bulk orders we ask you to reach hello@trouvessa for more details.
    3. We are unable to combine your orders for delivery, if you place multiple orders they will be shipped separately, we are so sorry we are unable to assist further with this request.
    4. For Fragrances, a maximum of 3 bottles of 100 ml or upto a value of AED1000 is permissible for each consolidated order of more than one piece. If you place an order for Fragrances for more than 3 bottles of 100 ml, the same will be delivered to you as two separate orders.
  • Can I cancel an order or a product?

    Yes, you can cancel the order fully before it is shipped. To check the status of whether your order has been shipped or not, click on “Find my Order" link at the bottom of the page, and then on the link to the specific order, which will indicate the shipping status of each Product in your order. However, additions to an order, or changes to the product ordered, are not possible.

  • What is your return / refund policy?

    We offer refunds for damaged items that should be made immediately and within 7 days period following delivery. Refunds for returned products will be made within 15 days of the return of the product, to the original purchaser’s debit / credit card. Please refer to our Refund Policy for more details

  • In case I change my mind about the product picked up, can I have it exchanged?

    For hygiene purposes we do not have an exchange policy, any items that are eligible to be returned can be returned for a refund only. If you need an alternative product, you will need to return the items first and then place a new order.

  • I want to return a product, how can I do that?

    You may call  customer support on +971563240967, and request a return. We will arrange for the product to be collected from the delivery address through courier, and returned to us. We shall process the return subject to receipt of the product at our location in unused condition in its original packaging along with original tags and invoice, failing which return/ exchange / refund may not be possible.

  • How can I receive my money/refund back for the product which I have returned or cancelled?

    You will receive your money/refund in the same manner in which you paid for purchase. As long as the card account is still open your refund will still go back on that card. We cannot refund your order to another card or payment method. If there has been an error with your refund, just let us know and we will resolve this for you.

  • General Queries
  • How can I contact

    You can call us at Tel. No +971563240967 between 9:00 am to 6:00 pm and speak to our customer service representative or write to us hello@trouvessa.test  for any queries you have about; or your order. You can also give the feedback on our website regarding our services. You can contact us for the following:

    • Password related queries;
    • Login related queries;
    • My account / profile change queries;
    • Payment related queries;
    • Product related queries;
    • Website navigation related queries;
    • Pricing, promotion, discount related queries;
    • Delivery related queries; or
    • Anything that the customer may wish to clarify about
  • Who can buy from

    Any individual 18 years of age & above and legally allowed to shop in United Arab Emirates can shop at They need to possess a valid credit / debit card (VISA / MASTER CARD) issued by an authorized bank.

  • Is Stop-payment Allowed In Case My Card Has Been Misused Or A Purchase Made Fraudulently?
  • What can be done if my credit/debit card has been compromised while making a payment online?

    Please refer our Privacy policy, which mentions that we do not collect or receive your credit card information, and your money is collected directly on the Bank payment gateway. If you think that your credit card has been compromised, then immediately report the same to your card issuing bank.

  • Can I pay in-store for a product bought online?

    No, we currently do not support this.

  • Payment Related
  • How can I make a payment?

    Payment can be made through all Credit Cards and Debit Cards (if your bank has enabled them for online transaction).

    For bulk order, online payment through bank transfer is possible. Please speak with our Customer support representative for more details

  • Do you accept payment through Cheque /Demand Draft?

    No, presently we are not accepting payment through Cheque /Demand Draft.

  • Can I buy gift voucher (GV) online?

    At the moment we do not provide Gift Vouchers. But you can use our Promo codes if the product you choose is eligible for one. This can be redeemed on during checkout.

  • Privacy / Security Related
  • What is your privacy policy?

    Be assured that we do not store your card details. When you enter the card details you are redirected to the respective banks secure payment site. Bank exchanges the data provided by you with your card issuing bank through a Secured Socket Layer. Your card issuing bank authorizes or rejects the transaction, based on which we process or reject the order. At no point do we receive or store your card details.

    Please refer Secure Shopping for more details.

  • Is the information I enter encrypted?

    Yes, we encrypt all credit / debit card or payment information using encryption programs.

  • Promotions Related
  • When do I get a gift with purchase?

    You receive a free gift when there are promotions.

    Sometimes may consider providing free gifts for purchase above AED400 or more. This will be communicated through our website or promotional offers. All free gifts are only provided while the stocks last. Maximum one gift per purchase. Not valid in combination with any other offer

  • Registration Related
  • Is registration on the website compulsory?

    No, it is not compulsory to register to shop at to browse. At the point of check out you will be required to register.

  • Is my personal information secured?

    You can see our Privacy policy and secure shopping commitment.

  • How do we protect your information?

    We implement a variety of security measures to maintain the safety of your personal information when you access your personal information.

  • Is there any charge for registration on the website?

    There is No Charge for registration on

  • How can my registration expire?

    Registrations do not expire. If your account is inactive for a long period of time we will suspend it or de-activate it, in which case, you can immediately contact our Customer Support on phone to activate the account. We will reactivate your account after verification to confirm your identity.

  • Can you please explain the benefits for registration?

    If you are a registered member you will get following benefits:

    1. Checkout - Sign in and proceed to checkout for quick ordering.
    2. Order History - Review details of your Order.
    3. Address Book - Create and save addresses of your family & friends for faster check out.
    4. You get to receive information on our offers, programs that would benefit you.
  • What happens if I forget my password?

    We can retrieve your password for that you have to go to forgot password page, and enter your email ID registered with us. We will reply through email your password to your email ID.

  • If I want to edit my personal information, can I do it?

    Yes, it is possible to change your information; this can be done in the My Account section under edit profile tab. But, you will not be able to modify your Title, Name and Gender.

  • What happens in case I forget my Login Id?

    You can write to us at support@trouvessa.test. While writing we would need the following details: Date of birth, First Name, Last Name, Address, Past order number of an order placed from your login id, if any.

    Our customer support team will verify and then reach out to you on the next steps followed by an e-mail to updated your Login Id.

  • Still need help?

    Contact us at hello@trouvessa.test

    Or reach us via CONTACT US

  • Shipping Related
  • Can I change shipping address of the order?

    You can change the shipping address before your order is billed and shipped by calling Customer support on +971563240967  from 9 to 6 pm from Monday to Saturday. If you change your address after the order arrived at your original shipping address, the courier company will be liable to charge additional amount for redirection to new address.

  • Where do you deliver?

    We currently deliver to in major cities in United Arab Emirates, Kingdom of Saudi Arabia, Oman and Bahrain.

    Other countries to be added to our list shortly.

  • What is your shipping policy?

    Please refer to our Shipping Policy section for the same.

  • Are there any places for which delivery might take longer?

    Expected time taken to dispatch shipment & deliver can be tracked by clicking “Find My Order”. Typically, all United Arab Emirates deliveries are completed within 24 hours to 48 hours once we receive your order.

    For international delivery timelines will differ. You will receive details on the timelines when your order is processed.

    We make all attempts to deliver within the committed time, however, it might take longer than expected in some countries and far to reach areas, due to poor logistics connectivity. For more details on out-of-service areas please refer to our Shipping Policy.

  • What happens in case I am not available when you deliver the product?

    Our shipping company will come again to your place. You should plan and coordinate the purchase in a manner that someone will accept the product in your absence.

  • What I do when my order arrives damaged?

    If you find that the cover is damaged before accepting the delivery, please refuse the delivery and immediately inform us. Once you have accepted the delivery, and thereafter realized that the cover is damaged, then please feel free to get in touch with us within 5 days of receiving the product. For more details please see our returns policy.

  • Can I change my delivery address?

    Yes, you may change the delivery address, only when we have not billed and shipped your order. You have to call Customer supporton xxxxxx between 9:00 am to 6:00 pm and may request for the same

  • Can you hold my order in case I am not available?

    You can call us at Customer Support to inform us about such situation, and we shall try to accommodate your instructions. But, we cannot hold your orders for shipment beyond 3 days from the date of the order.

  • What are the shipping charges and/ or if there is any additional charges for delivery?

    We will charge for shipping unless otherwise specified. Our shipping charges are based on factors such as quantity of product ordered, type of product ordered and delivery destination. If you want more information, you can see our shipping policy. We do not charge additional for any extra amount on the delivery, so you need not make the payment to the delivery man for your order.

  • Does the ordered product price include shipping charges?

    The shipping charges and service tax on shipping charges will be added to your order amount on the billing page, after you have indicated the recipient's shipping address.

  • How can I Track my Order?

    You can check through order status on our website in my account section. Alternatively you can follow the link “Find my Order” on the lower bottom of the page.

  • Who will pay charges for the return product?

    If you are not satisfied with your purchase of product for any reason, and wish to return the product as per the Returns Policy through courier pickup arranged by us, you will have to pay courier charges for the return of product for the shipment purposes.

  • What can be done if the product ordered reaches to me in a damaged/defective condition?

    If you feel that the package/wrapper is damaged before accepting the delivery of product, then do not accept the delivery and immediately inform us about it.

  • What should I do if I get something different instead of what I have ordered?

    We will take utmost care to ship you your product what you ordered. Rarely the orders get mixed up. If you found the same you can contact us within 24 hours of receiving the delivery.

  • Shop & Order
  • Do I need an account to place an order?

    No, you just need an email address. But we highly recommend that you register with us and open an account to start adding products to the Wishlist and place the orders.

  • I have forgotten my password: what should I do?

    Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

  • How do I receive email updates on new arrivals and promotions ?

    Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’ too.

  • How can I stop e-mails from my spam folder?

    We take care to not spam our valuable customer's mail boxes. However, sometimes our emails may land in your spam / junk mail folder. You will need to add mail ids into your trusted sender list.

  • How do I place an order online ?

    It's easy! Here’s how:

    • Go to our website .
    • Choose a category or product from the top navigation menu or search to explore all products from our “LookBook Collections”.
    • Select your desired product and click ‘ADD TO BAG’.
    • Once you've added all items, it's time to checkout under ‘SHOPPING BAG’.
    • Sign in to your account, if you've not yet created one you can still proceed for checkout.
    • Enter your address, payment method and delivery details to complete your order.
    • We will confirm the order and it will be carefully shipped to you.
  • Can I place an order over the phone?

    At the moment we encourage all our customers only to process orders through online store by visiting our website

  • Where can I find product details and advice?

    Click on ‘individual product’ from the LookBook Collections or through our Fragrance page.

    Once you are here, you will get full details about the product, ingredients, Olfactory notes etc. and tips on how to use our products.

  • Can I cancel my order or make changes to it?

    For cancellation, please refer to our Refund policy.

    We're unable to add items to an existing order but you are welcome to place a new order for any additional fragrances you may like.

  • How do I unsubscribe from your mailing list?

    You have made during various online / offline interactions with us, we would communicate with you periodically for event based communications such as order information, renewal notices, invites, reminders, special offers etc. If you are not interested to receive any emails from us, you can select your preferences online in "My Account" section or simply unsubscribe to our e-mails when you receive them in each marketing communication. However, you would continue to receive transaction based e-mails such as order confirmation mail etc.

  • A Welcome Gift Awaits You

    TROUVESSA PREMIUM DISCOVERY SET for the first 50 customers on purchase !!

    This Premium Discovery Set captivates your senses with 5 unique masterpieces from our LookBook collections

    Welcome to the world of Trouvessa!

    Subscribe now to get more exciting offers

    Skip to content