Shop Summer Sale. Limited Time Only.

customer care

COVID-19 SHIPPING DELAYS ARE STILL VERY COMMON. PLEASE ALLOW UP TO TWO WEEKS FOR PROCESSING OF ALL ORDERS + 14-18 DAYS FOR YOUR PACKAGE TO ARRIVE (VIA SHIPPING COURIER). WE WISH IT WAS FASTER BUT SOME DELAYS ARE OUT OF OUR HANDS. THANK YOU FOR UNDERSTANDING <3  

TR sizing
  • Size charts are located on each product page. 

  • All size charts are in CENTIMETERS 

  • If you have further sizing questions, DM us on IG for the fastest response!

 

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 & exchange policy FAQ
    • PRE-ORDER PRODUCTS + RESERVATIONS ARE NON-REFUNDABLE.

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

    • RETURNS & EXCHANGES ARE ONLY ACCEPTED WITHIN 14 DAYS.

    We will accept exchanges as long as:

    • We do not offer exchanges or returns on discounted items. 

    • Exchange must be returned back to TR within 14 DAYS of the original order’s arrival.

    • 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. 

    • Original shipping costs are not refundable.

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

    Shipping requirements:

    • Customer is responsible for shipping costs. 

    • Must use a shipping courier that provides detailed tracking and proof of delivery. 

    • Customers are required to email ecom@tresrasche.com tracking details. 

    • Please ship your order back to our Paris HQ with a note stating your name + order #. 

    • Make sure the item is in brand new condition (tags attached + poly bag) or we can’t accept it. Paris HQ shipping address is TRES RASCHE 37 RUE DE POITOU 75003, PARIS FRANCE

    • Please mark your shipment as a GIFT or SAMPLE, otherwise we can not accept it. 

    Once we receive it you will be issued credit to buy something new.

     

    TR received the wrong item FAQ
    • If we sent you the wrong item, we are sorry! Sometimes we make mistakes.

    • Here are your options:

      • You may keep the item & we will send you another. Shipping on us! 

      • You may return the item to us for a refund (we do not refund shipping). Unfortunately, we do not cover any external shipping costs, so if you choose this option you must cover shipping. 

     

    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.

      • We do not refund returned orders, because most of the time we do not get the return (the courier looses it). 

      • 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.