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Products FAQs

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Ordering

How do I change or cancel an order?

If you have already placed an order and wish to change or cancel it, please contact client services as soon as possible. Please make sure to include your order number.

In order to provide our clients with the most convenient shopping experience and quickest possible delivery, we ship all verified orders within a very small window of time, sometimes within the same hour!

Note: We cannot change or cancel an order once it has been shipped.

Can I reserve an item and pay for it later?

Please contact client services if you would like to reserve an item. We will do our best to accommodate your request, but cannot hold any item for more than 24 hours. Please note that items with limited stock quantities may not be reserved, and placing an item in your shopping bag or wish list does not reserve it.

A great alternative to reserving an item is to select "Shop Pay" during checkout and choose to pay in 4 interest-free payments every two weeks. Learn more.

What is "Name Your Price"?

"Name Your Price" is a website feature available on select items. It allows you to negotiate a lower price for an item. You have the opportunity to set your own price and buy an item at a lower price than the advertised website price.

Our philosophy is that no offer is too low as long as it is reasonable! Submitting an offer will not guarantee that you will get that item at the offered price, since you may be competing with other potential buyers.

If your offer is acceptable, you will be able to add the item to your shopping bag at the price you have offered, and all you have to do is complete the checkout process.

Payment methods

We accept all major credit and debit cards from most countries, such as American Express, Discover, Mastercard, and Visa.

We also accept payments via Shop Pay (payment over time), PayPal, Amazon Pay, Google Pay, and Facebook Pay.

We support cryptocurrency payments as well. More information.

If you would like to pay for an order with a payment method not listed here, please contact client services.

Do you accept cryptocurrency?

Yes we do. You can use over 20 popular cryptocurrencies including Bitcoin (BTC), Ethereum (ETH) and Dogecoin (DOGE). The list keeps growing! More information.

Sales tax

We are a registered Florida company and are required to collect the applicable sales tax on orders within Florida.

Taxes are calculated automatically during checkout. We may collect sales tax in other States to comply with the law.

Gift cards are not taxable. The purchase that you make using a gift card is subject to the applicable taxes.

Tax exemption for business accounts: If you are a business customer and would like to apply for tax exemption, please contact client services. You will need to provide your latest tax resale certificate. Once approved, you will be able to place orders without incurring sales tax.

What is retail value?

Retail value is the price an item may be offered on regular basis in either the United States or abroad before any kind of discounts, sales or promotions. The retail value of an item is usually set by the manufacturer, retailer or fair market value.

Do you have a physical store?

Trovelle is an online store, so we do not have a physical retail location. We are a registered Florida business, headquartered in Dania Beach.

Have a question or comment? Please visit our contact page for business and contact information.

How do I know what size glasses or sunglasses to order?

Look inside your current frames. You will see the size information stamped on the inside of either temple or bridge, like this example: 47-19-140. The size measurements are for Lens Socket Width, Bridge Size and Temple Length in that order. They are measured in millimeters. Please refer to our eyewear size guide for help on finding the ideal frame size.

What are eyeglasses demo lenses?

Most eyeglasses come with temporary demo lenses. They are factory installed for simulation purpose only. Demo lenses offer no optical quality or proper eye protection. They often have a permanent brand logo on either lens. You will need to take your new eyeglasses to a licensed optician to replace the demo lenses.

Do you offer prescription lenses?

Unfortunately, we are not licensed to sell or dispense corrective lenses at this time. Our eyeglasses come with clear temporary demo lenses from the manufacturer. Please contact client services if you would like us to refer you to an optometrist near you.

Do you accept HSA or FSA?

Currently, we do not accept health savings accounts (HSA) or flexible spending account (FSA).

What is old new stock?

The industry term "old new stock" refers to authentic, new and unworn items that are no longer available on the market from the designer or manufacturer. It is a normal part of the product lifecycle.

Although such items may be from a few seasons back, they are still new and may have the original tags attached as well as the original packaging. Due to the nature of shipping and storage, the original packaging may show signs of wear.

At Trovelle, we may offer coveted items that are considered "old new stock", since they are no longer being offered for sale in major retail outlets and can no longer be obtained directly from the designer or manufacturer.

Such products can include vintage items that are new and have never been used or worn.

Shipping

Domestic shipping

When you shop at Trovelle, you get the convenience of Fast and Free* shipping on most items shipped within the contiguous United States.

Orders placed Monday through Friday before 3 p.m. (EST) will ship out on the same business day. Orders placed on weekends or holidays will ship out the next business day.

We also offer second and next business day shipping services for an additional fee. You can select such services during checkout.

Please note that carrier delays are possible during high order volume periods and weather events. Shipments to certain U.S. Territories may take 1-2 additional business days. Orders over $100 may require a signature upon delivery. All orders are shipped insured with a tracking number.

Free shipping is not available to the following U.S. territories:

  • American Samoa
  • Micronesia
  • Guam
  • Marshall Islands
  • Northern Mariana Islands
  • Palau
  • Puerto Rico
  • U.S. Virgin Islands
  • Armed Forces Americas
  • Armed Forces Europe
  • Armed Forces Pacific

*Free shipping excludes artwork and home decor items. Other exclusions may apply.

Local delivery

We offer same-day local delivery service to qualified orders. The option to select local delivery will automatically appear during checkout if the order qualifies.

The minimum order amount to qualify for local delivery is $99 and the delivery address must be within a 60-mile radius of our main distribution center in Dania Beach, Florida. This radius covers the Tri-county region (Miami, Fort Lauderdale and Palm Beach). Local delivery starts at $25 per order.

The delivery address can be a residence or business. The recipient must be the person who placed the order and may be required to show identification in addition to providing a signature upon delivery.

Delivery hours are Monday to Friday from 9 a.m. to 9 p.m. (EST). Local delivery orders placed after 3 p.m. will be processed on the next business day. We use Uber Connect or a similar service.

Note: We do not offer local or curbside pickup at this time.

International shipping

We can ship to many international locations. Shipments to certain countries where prohibited by law is not available.

We do not charge sales taxes on international orders, however, be aware that we are not responsible for any duties, value-added taxes and any other fees that may be assessed by your local customs office.

International shipments may also be subject to opening and inspection by customs authorities.

Title and risk of loss for the products transfer to you as soon as the shipment is delivered to the first carrier outside of the country of importation.

Returns & Exchanges

Return policy

Don't like it? Don't keep it. We do our best to make returns and exchanges as simple as possible. If you are not satisfied with your purchase within 30 days, you are entitled to a refund, an exchange, or a store credit. Please continue reading for details regarding returns, exchanges, and certain exceptions.

Returned items must be in unused, unworn, original and merchantable condition. Returned items must be in their original packaging, including all accessories and tags. Simply put, all items must be in the exact same condition as received. Merchandise returned in any other condition will be returned back to the customer.

You will receive a refund or replacement once we receive the item back. Please allow up to 3 business days for refunds and exchanges to be processed.

We do not accept returns or exchanges on items marked as final sale. Special and custom orders are final.

Shipping charges (if any) are non-refundable unless the return or exchange is being initiated as a result of an error on our part.

If you are using your own shipping method to send an item back to us, please make sure to insure the shipment and use a trackable shipping method.

International orders are final and cannot be exchanged or returned unless the return or exchange is being initiated as a result of an error on our part.

To initiate a return or exchange, simply contact client services.

Note: Certain items ship with serialized tamper-resistant tags. These single-use tags are attached for fraud prevention and documentation reasons, and can be easily and permanently removed prior to use. We will not accept returns or exchanges if such tags have been tampered with, altered or removed. We may also utilize invisible fingerprinting technology to ensure that items returned are the same items sold.

Guarantee

Authenticity

Shop with confidence. At Trovelle, we authenticate every item before it's offered for sale. We source our inventory from authorized dealers, respected industry wholesalers and distributors. Our authenticity standards are amongst the highest in the industry and is backed by a rigorous authentication process that is overseen by experts. We unconditionally guarantee that all products we offer are 100% authentic and as described. No fakes or reproductions of any kind. Simply put: No fake sh*t. It's all real.

Price match

If you find an item you've purchased from us offered at a lower price within 3 days of your purchase, we will gladly match that price. The comparable item must be identical, authentic and available for immediate purchase at the correct price from a reputable independent retailer. If you would like to receive a price match credit, please contact client services.

Never pay retail prices!

You'll never pay retail prices at Trovelle. Through our relationships with leading suppliers and distributors in the industry, we’ve been able to curate some of the most iconic brands and hard to find goodies at unbeatable prices.

Our customers, our friends!

We treat our customers like they were friends. We are customer and service-driven, detail-oriented and passionate about what we do. Our website and ordering process is 100% digital, but we are 100% human. We're here to help all the way.

Get in touch

We appreciate all questions, suggestions and comments.