FAQ

RETURN PROCESS?
You have 30 days, from the date you received your order, to return your purchase.
Items must be returned unused and in the same condition that they were received in.
Please ensure before you return an item that all tags are attached, all original packaging is present and intact.
In order to return your order you need to complete the online return procedure by
emailing our customer service under: sales@trèstilda.com.
Your return request will be evaluated whether to authorize it or not: the authorization
from the Customer Care will be confirmed by an email together with a return label
attached.
You can then post your return either at your nearest DHL / BRT / DPD drop-off point or you can also book in a return collection by visiting DHL website on https://mydhl.express.dhl/ and indicating your Waybill number on the label. Please retain a copy of the proof of return postage. Returns that do not meet our policy will not be accepted. 

REFUNDS?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will be applied original method of payment, within 14 days.
If you have any further question, please email us sales@trèstilda.com or request a call back by providing your telephone number.

ORDER DELIVERY?
Once your purchase is completed, an e-mail confirmation will be sent. This email acts like an invoice and will include your order number. 
Once your order has been shipped, you will receive an e-mail with your shipment’s
tracking information.  

PACKAGING?
When you shop at www.trèstilda.com you will receive your ordered items in a branded box to make it a gift or carry it on the go. Suits and Dresses are packed in a re-usable branded garment cover.

TrèsTilda PR and Buying Team contacts?
You can send an email to the following addresses:

Press and media: pr@trèstilda.com
Wholesale accounts: sales@trèstilda.com

CUSTOMER SERVICE?

For assistance with the Products, or for more information, suggestions, complaints
and/or any other requests, the Customer may contact the Vendor’s customer service department at any time using the Contact form or using the following contact details:
by e-mail: sales@trèstilda.com
by post: Olga Leoniak – TrèsTilda via delle Ruote 38 50129 Firenze Italia

PRODUCT AVAILABILITY?

The offers of Products and prices of TrèsTilda are valid while they are visible on the
Website, and subject to stocks availability.
Errors or modifications can exceptionally occur, notably in the event of simultaneous orders of the same Product by several Customers.
In the event the Product is found unavailable after placing the order, TrèsTilda shall
inform the Customer by e-mail as soon as possible, by offering that he/she/it either
order another Product available on the Website as a replacement or cancels his/her/its order at no cost.
TrèsTilda reserves the right to change at any time and without prior notice the Products offered on the Website.
To ensure a better quality of service and availability of its Products with all of its online Customers, TrèsTilda reserves the right to limit the quantity of Products that can be bought by a given Customer, this in accordance with the “first serve basis”.
Although all efforts are made to ensure that the color and pattern of the Products
whose photos are displayed on the Website are faithful to the original Products,
variations may occur, notably due to the technical limitations of color reproduction on the Customer’s computer equipment. Consequently, TrèsTilda cannot be held liable for non-substantial errors or inaccuracies of photographs or graphic representations of Products appearing on the Website.

PRICE?

The Prices of Products are expressed in Euros and AED. The transaction is billed in line with current exchange rates in other currencies depending on customers bank / credit card currency inclusive of taxes and excluding customs duties, for orders outside of the EU that shall be borne by the Customer.
Outside of the cases of reimbursement made in connection with exercising the right of withdrawal or for lack of conformity and hidden defects, TrèsTilda shall not reimburse the VAT applied to purchases made on the Website (even in the event the Customer, after receipt of the Products, reships the Products for a third country outside of the European Union)..
TrèsTilda reserves the right to change at any time and without prior notice the prices of Products offered on the Website.
The Products are invoiced on the basis of tariffs displayed on the Website at the time when the order is placed, subject to availability of the Products.

MEANS OF PAYMENT?

All major credit cards accepted (Visa, CB, Mastercard, American Express): The
payment is made on the secure website of TrèsTilda approved banking and credit
institution.
By payment apps: via Paypal, Alipay, Apple pay (mobile) and Android pay (mobile).
This means that no banking information regarding the Customer transits via the www.trèstilda.com.
Payment is therefore secure by the partners in charge of managing financial
transaction.
The order will then be recorded and validated on acceptance of the payment by the
banking service.

SHIPPING CHARGES

Free complimentary shipping & returns on all orders.

RETURNS & EXCHANGES

You have 30 days, from the date you received your order, to return your purchase.
Items must be returned unused and in the same condition that they were received in.
Please ensure before you return an item that all tags are attached, all original packaging is present and intact.
In order to return your order you need to complete the online return procedure by
emailing our customer service under: sales@trestilda.com.
Your return request will be evaluated whether to authorize it or not: the authorization
from the Customer Care will be confirmed by an email together with a return label
attached. You can then post your return either at your nearest DHL / BRT / DPD drop-off point or you can also book in a return collection by visiting DHL website on https://mydhl.express.dhl/ and indicating your Waybill number on the label. Please retain a copy of the proof of return postage. Returns that do not meet our policy will not be accepted. We can only exchange a product for a different size within the same model. To check the product’s availability, please contact us at sales@trèstilda.com
If the item is in our warehouse, we will then hold it for you and as soon as we receive
your return, we will ship it to the address from your original order.
Should you be interested in exchanging your product for a different color or style, please return it and place a new order.

TAXES AND DUTIES

Please note that shipping outside of the EU could incur customs charges imposed by the Customer's national tax/customs authorities. Très Tilda is not accountable for customs clearance and duties.

REFUSED DELIVERY

If an order is refused at delivery, you will not be refunded shipping costs and any duties and taxes incurred. We strongly urge you to review your order prior to shipment.

PRE-ORDER

What is a pre-order?
A pre-order lets you exclusively reserve a limited product that will become available at a later date. Availability of the item is clearly specified on the website.

When will my pre-order ship?
The estimated shipping date is communicated to the customer for each pre-order item with order confirmation. You will also receive shipping confirmation email as soon as the package leaves our warehouse.

When I will be charged for pre-orders?

You will be charged when you place your order.