FAQs
ORDER
What is the status of my order?
Once you have placed your order, you are going to receive a confirmation email to track the status of your order.
I received a defective product, what should I do?
If you receive a wrong or defective product what you should do is get in touch with our customer service team writing to them trough email: hello@trevospot.com
You should give us your order number and add a photo where the defect or error can be clearly seen with the purchase receipt.
REMEMBER: You have 14 days from when you received the order to process the return. Please note that returned products must be unworn, unwashed, complete with all original tags and in original sales condition.
Could I cancel or edit my order?
We can only cancel or modify the orders that have not yet been processed for shipment.
To do any changes in your order information, you should to contact with our support team sending them a request with the new information within 6 hours of placing your order at the email: hello@trevospot.com.
Please note that we are not responsible for errors in the shipping address once the order has been processed.
RETURNS & EXCHANGES
Could I return a product?
If for any reason you are not satisfied with our product or services you can return the product without exceeding 14 days from when the package has been delivered.
To start the refund or exchange process you should contact with our support team giving them the order number at the email: hello@trevospot.com
Once they receive the request, they will contact you as soon as possible to explain how you should proceed and which are the steps to follow for your case.
PLEASE NOTE that returned products must be unworn, unwashed, complete with all original tags and in original sales condition. If the products are not in the correct conditions mentioned above, we may deny the exchange or return and you will be responsible for the associated costs.
*We recommend to you to review our Refund Policy before start the process.
How does the refund work?
In the event of the return of any product, provided that said return is previously accepted, we will refund the total value of the returned products in a period that will not exceed 10 days from the date on which we receive the products.
You will receive a confirmation email when we have processed the refund.
PLEASE NOTE that the refund will be made using the same payment method that you used to make the purchase.
SHIPPING
What are the shipping costs?
All our shipments are standard and free for any order and shipping country.
What is your delivery time?
The delivery time is estimated and mainly depends on the time it takes for customs and the local mail carrier to deliver your package.
United States of America
5 - 13 days
Canada
6 - 12 days
United Kingdom
4 - 9 days
Australia
5 - 14 days
New Zealand
5 - 9 days
PLEASE NOTICE that all shipping times are estimated on average for each location after processing your order in our warehouse. Our processing time is 1 to 3 business days.
* There may be delays caused by external situations outside our control.
What happens if there is no one at my house?
All deliveries are made to your home or mailbox. If at the time of delivery there is an absence at the indicated address or it does not fit in the mailbox and the package cannot be delivered, our courier service will contact the customer to offer another alternative delivery solution.
If, despite having been provided with alternative delivery solutions by our courier service, the package still cannot be delivered repeatedly, it will be returned to our facilities and, once received, we will proceed to refund the product or products purchased. Return costs will not be refunded.
If once the order has been sent and delivered within the indicated period, the customer rejects the package, they will be responsible for all costs incurred (transport, customs, taxes, duties, etc.). These costs will be deducted from the refund amount.
Why was my package returned to you?
If you have entered a wrong address or have not collected you package on time at the post office or transportation office, the package will be returned to our warehouse. In that case, you will need to contact us through our email: hello@trevospot.com, so that we can refund the price of the products.
PLEASE NOTICE that in that situation we are going to charge to you 20$ for the shipping costs which will be deducted from the final amount to be refund.