customer care & policies

 

Abusive Emails

Please be kind & respectful of our staff. We are a tiny team of amazing humans trying to change the world just like you! We will not respond to any abusive emails. Abusive customers will be banned from shopping TR.

 

Sizing

Size charts are located on each product page. All size charts are in Centimeters. The Wife Protectors are a slim fit and run tru to size. All other items are designed slightly oversized but usually come with adjustment options on the waistband etc. When you select a size, a photo shows up of a model wearing that size. If you have further sizing questions, DM us on IG for the fastest response!

 

Where Is My Order?

If you have a question about where your order is, please follow these steps:
    • Please check your tracking number & shipment date. Orders can take up to 4 weeks for delivery in these crazy covid times we live in (especially if it is international!).
    • Check with your local post office.
      If your package wasn’t delivered to your house, most likely it went to your local post (that is the post office closest to your house that your packages usually arrive at).
      Please go in person to the post office with your tracking number & ID to ask for your package.  The courier used is named YUNEXPRESS and it is a Hong Kong based courier service (the postal office might ask!)
    • *PS international packages often receive a new tracking when arriving in a new country. Your local post can find it with your full name / ID!

    • If you still are having trouble please send our customer service an email to ecom@tresrasche.com including the following information:
          • Order # + first name & last name used to purchase your item in the subject line.
          • Question.
     

    Reserve Orders

    Reserve Orders are when you pay 10% of the full-cost retail price to reserve your size/colorway. If you reserve you also receive between 10-20% off your purchase. Here is how it works: 

    1. You have a limited time to make your reservation, please follow our IG for specific reservation timings. We recommend you turn on post notifications!
    2. The reserve fee of 10-20% of the products full retail price & is non-refundable.
    3. If you reserve: you will receive 10-20% off your order (what you spent of the reserve we will discount you when the product drops). A promo code will be sent to you via email on drop day to buy yours!
    4. You have 48 hrs to use your promo code before it expires.
    5. IF YOU DO NOT RESERVE YOU HAVE TO BUY AT FULL PRICE. PERIOD.

        

      Pre-Orders

      When you pre-order a TR item you receive 40-50% off. Why? Because you are ordering a new product that is not fully developed or produced yet. By pre-ordering you help us know how much to produce (to avoid overstock) and pay for the production. Here is what you HAVE to know before buying a pre-order product 

      1. When you buy a pre-sale item you are buying an item that is not produced yet. 
      2. Some details may slightly change when you order a pre-order because the production and/or development is not finished upon purchase.
      3. Production takes 6-8 months and has a lot of delays. It is the nature of the business. Please be patient while we produce 

       

      Warehouse FAQ

      For sustainability purposes, such as lowering our use of gas, our warehouse is located near our factory in Hong Kong. Your product will be shipping from this factory. Shipping typically takes 8-15 days. If you don’t like that, then please don’t buy.

       

      Return & Exchange Policy

      PRE-ORDER PRODUCTS ARE NON-REFUNDABLE.
      RESERVATIONS ARE NON-REFUNDABLE.
      PRODUCTS PURCHASED AT A DISCOUNT ARE NON-REFUNDABLE.
      PRODUCTS PURCHASED AT A DISCOUNT CAN BE EXCHANGED.
      ORIGINAL SHIPPING COSTS ARE NON-REFUNDABLE. 
      RETURNS & EXCHANGES ARE ONLY ACCEPTED WITHIN 14 DAYS.
        Exchange:
        • To start an Exchange you must email us: ecom@tresrasche.com
        • Exchange must be returned back to TR within 14 DAYS of the original order’s arrival to customer.
        • Merchandise must be in brand new + unused condition with all labels attached to the product. If we can not resell the product we can not exchange it. 
        • Exchanging multiple products or orders will result in a longer processing time while we check each product. 
        • Once your Exchange is processed we will give you a promo code for the amount you spent to shop again on Tresrasche.com. 

        Return:

        • To start a Return you must email us: ecom@tresrasche.com.
        • Return items must be returned back to TR within 14 DAYS of the original order’s arrival to customer.
        • Merchandise must be in brand new + unused condition with all labels attached to the product. If we can not resell the product we can not exchange it. 
        • Returning multiple products or orders will result in a longer processing time while we check each product. 
        • Once your Return is processed we will refund your original payment method within 7-15 business days. 
        Shipping requirements:
        • Please ship your order back to our Paris HQ with a note stating your name + order # (email us for shipping details). 
        • Make sure the item is in brand new condition (tags attached + poly bag) or we can’t accept it.
        • Customer is responsible for shipping costs. 
        • Must use a shipping courier that provides detailed tracking and proof of delivery. 
        • Please mark your shipment as a GIFT or SAMPLE, otherwise we can not accept it. 
        • Customers are required to email ecom@tresrasche.com tracking details. 
        Once we receive your return or exchange you will be issued a credit to buy something new.
         

         

        I Received The Wrong Items In My Order

        If we sent you the wrong item, don't panic!! We are sorry & here to help! Here are your options:

        • You may keep the item & we will offer you a promo code to buy another (with shipping on us)! 
        • You may return the item to us for a refund. Unfortunately, we do not cover any external shipping costs, so if you choose this option you must cover shipping. 
           

          Duties & Tax FAQ

          We do not cover duties & tax fees. It is the customers responsibility to pay for duties & tax if their country requires it. 

           

            Shipping FAQ

            Please closely track your package. Original shipping costs are non-refundable

              Returned Packages:

              • If your package can not be delivered due to an address issue, the postal service will contact you.
              • If you do not respond within the time frame they specify they will send the order back to us.
              • We do not refund orders that could no be delivered due to incorrect or complicated addresses. Why? Because most of the time we do not get the return (the courier looses it). 
              • Stolen Packages: We do not resolve stolen packages. Please provide us with a safe shipping destination to avoid this at all costs!
              • International packages often receive a new tracking when arriving in a new country. Normally, your local post can find it with your full name / ID. 
              • If Tresrasche.com says we do not ship to your address please email us. We are happy to ship to your address with a different courier. Please note it usually is more expensive then what we offer on our website.