SUMMER SAME - 70% OFF - 72 HRS. CODE: 70%OFF-TR-Summer-Sale

customer care

COVID-19 SHIPPING DELAYS ARE STILL VERY COMMON. PLEASE ALLOW 14-18 DAYS FOR YOUR PACKAGE TO ARRIVE. WE WISH IT WAS FASTER BUT COVID-19 DELAYS ARE OUT OF OUR HANDS. THANK YOU FOR UNDERSTANDING <3  

TR customer service FAQ:

  • Please be kind & respectful of our staff. They are amazing humans just like you! We will not respond to any abusive emails & abusive customers will be banned from shopping TR!

  • If you have a question about sizing, DM us! We totally can help.

  • 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 your packages usually arrive at.) Please go in person to the post office with your tracking number & ID to ask for your package. *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.

          • Be kind!

          • If you do not respond within 48 hours to our email the case will be closed! 

     

    TR reserve FAQ

    TR RESERVE $10 / SAVE 40%!

      • You have a limited time to make your reservation, please follow our IG for specific reservation timings. We recommend you turn on post notifications!

      • The reserve fee of $10 is non-refundable.

      • If you reserve: you will receive a promo code via email on drop day to buy yours 40% off.

      • You have 48 hrs to use your promo code before it expires.

      • IF YOU DO NOT RESERVE YOU HAVE TO BUY AT FULL PRICE. PERIOD.

     

    TR pre-order FAQ

    • When you pre-order an item you are ordering a new product that is not fully developed or produced yet.

    • Therefore, some details change when you order a pre-order because the production/development is not finished.

     

    TR warehouses 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 it.

     

    TR return policy FAQ

    • PRE-ORDER PRODUCTS + RESERVATIONS ARE NON-REFUNDABLE.

    • ALL ITEMS PURCHASED ON SALE ARE FINAL SALE. NON-REFUNDABLE.

    • RETURNS & EXCAHNGES ARE ACCEPTED WITHIN 14 DAYS.

    • We will except exchanges + retunrs as long as: 

      • Exchange must be initiated within 14 DAYS of the original order’s arrival.

      • Merchandise must be in brand new + unused condition with all labels attached to the product.    

      • Customer is responsible for return shipping costs.

      • Original shipping costs are not refundable. 

      • Return Tracking # is REQUIRED in order to process exchanges.

      • Once we receive your return item we will initiate a promo code, refund, or exchagne for you to purchase a new item. 

    • REFUNDS: We issue refunds on the SECOND & FOURTH Friday of the month.

    • We can only refund the payment method you used when purchasing (if you used paypal we will refund via paypal, debit card we will refund via that debit card.

    • PS Returning multiple products or orders will result in a longer processing time while we check each product.

    • Please note that original shipping costs are non-refundable.

     

    TR duties & tax FAQ

    • TR covers all duties & tax fees when you order a product using TR EXPRESS from our Hong Kong warehouse! Love you! 

    • We do not cover duties & tax fees if you select FedEx. It is the customers responsibility to pay for duties & tax if FedEx is selected. 

     

    TR shipping FAQ

    • Please closely track your package.

    • 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.

      • Original shipping costs are non-refundable

    • Stolen Packages: We do not resolve stolen packages. Please provide us with a safe shipping destination to avoid this at all costs!

    • We offer two couriers:

      • YunExpress (TR Express) 

      • Fedex

    • 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. 

    • We have made international shipping rates more affordable for you by offering: TR Express which is affordable 8-15 day international shipping. 

    • Packages to Switzerland must be less then 2KG to use TR Express shipping.