SHIPPING POLICIES

We offer free shipping to the contiguous U.S. for orders of $100 or more and flat rate shipping for all other domestic orders. International shipping will be calculated at checkout.

All items take about 24 - 48hrs to process before shipping. Orders placed Monday - Friday after 3PM PST will begin processing the next business day and will ship within 2 business days. Orders placed on Friday after 3PM PST or over the weekend will begin processing on the following Monday.

If a package is received damaged, please contact us within two (2) days of receipt of any damaged goods so we can contact the shipping company and proceed accordingly. Although we check all merchandise for defects and damage prior to shipment, it is the responsibility of the buyer to check the product promptly upon its arrival to make sure it is free of any defects. Damaged goods may be returned to TROIS, with all such returns subject to these Terms of Use. Goods damaged due to buyers’ negligence will not be accepted for refund. TROIS is not liable for any damages in the event that merchandise you receive from us is not of the type advertised. If you receive such merchandise, you may return it so long as you comply with all of the return policies of TROIS.

We are not responsible for packages that are lost or damaged in transit. If you need to make a change to your shipping address, email us at sales@troisthelabel.com as soon as possible. We can change the address as long as the package has not left our facility. Unfortunately, we cannot reroute a package once it has shipped. We do not currently offer Saturday shipping. Standard shipping does NOT include insurance.

CARRIERS

  • Domestic orders ship via UPS or USPS Priority Mail for Hawaii, Alaska, and P.O. Boxes. Tracking details are sent to the customer via email.

  • International orders ship via DHL Express International with tracking.

IMPORTANT INFORMATION REGARDING SHIPPING

Until further notice, we have suspended the UPS service guarantee for all shipments from any origin to any destination. For all U.S. origin shipments, the Service Guarantee suspension became effective as of March 24, 2020.

If you decide to refuse any shipments from TROIS, you are responsible for the original shipping charges to you, any duties, taxes and or customs fees that are incurred on the package (both the original and return shipments) and the cost of returning the package to TROIS.

INTERNATIONAL SHIPPING

The customer is responsible for any additional taxes and duties. We cannot pre-determine customs fees and TROIS is not responsible for any fees charged by customs. If you decide to refuse any shipments from TROIS, you are responsible for the original shipping charges to you, any duties, taxes and or customs fees that are incurred on the package (both the original and return shipments) and the cost of returning the package to TROIS. This amount will be subtracted from your merchandise refund. Returns must be sent via USPS, FedEx, or UPS. We recommend purchasing insurance since we cannot be responsible for lost / damaged packages. Be sure to package returns well, as items damaged from improper packaging will not be accepted.

RETURNS & EXCHANGES

To process your return or exchange, please visit our Returns Center.

RETURNS & EXCHANGES FAQ

Item(s) must be in original unused condition and all attached tags, cards, and pouches must be included with your return. All suede, leather (if noted in product description), intimates, headwear and jewelry can not be returned. 
Please be sure to take care when trying on garments, as we do not accept garments that have makeup stains and/or smell of perfume or body odor.

To make a return, please submit a request through our Returns Center. Once the request is submitted, we will respond to the request within 2 business days, and you will be instructed how to ship us the return. We do not cover the cost of returns. Please note we do charge a $5 restocking fee per item that is returned.

You have fourteen (14) days from receiving the order to request a return & postmark it back in the mail. Shipping and handling charges are non-refundable, and the customer is responsible for return shipping costs. Any unauthorized returns (including returns without a return form), undelivered packages or returns postmarked after fourteen (14) days of receipt by the customer will be refused and the item(s) will be returned to the sender.

Your order will be refunded within 5-7 days of arriving at our office. Refunds will be credited back to your original method of payment, unless you are requesting store credit or an exchange. 

SALE ITEMS

All sale items are final sale. Any item(s) purchased using a promotional code of 30% or higher are final sale and can not be returned or exchanged.

CERTAIN PROVISIONS REGARDING PURCHASES

When you place an order for an item displayed on the site, you are making TROIS an offer of purchase. If TROIS accepts that offer, we will supply the goods where possible, but will not be obligated to do so. If an item you order is not available, or the price has changed, we will attempt to contact you to let you know of the unavailability or the price changes, as applicable. If we are unable to contact you, we will cancel the order. We will not substitute any item without your permission first.

We attempt to promptly ship products ordered. Generally, orders placed Monday-Friday before 3 PM EST will begin processing that day, excluding holidays, and will ship within 3 days, in all cases pending availability and credit verification. Please allow additional time for shipments to APO/FPO addresses as well as International orders. We do not provide weekend delivery for any method of shipping. Please note that these processing and shipping provisions are only general guidelines, and TROIS cannot ensure that the time frames noted will be met.

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