Shipping Policy

Summary

We ship physical products to Europe, the USA, and the rest of the world. As a result shipping times will vary. As our products are made-to-order they will also take a little longer to prepare and deliver. It’s possible you may have to pay import duties (see below).

Times to prepare and ship to you

All orders are processed within 1-5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Please expect further possible delays when you order near peak times like Christmas. To avoid disappointment, we recommend you make your order a few weeks in advance.

Because you may be ordering multiple items from different countries, you may receive your order in more than one delivery.

Import duties

We always try to have your order made in the country or region you want the delivery. For example, European orders will usually get products finished and shipped in Europe; and US products finished and shipped in the USA. Sometimes this might not be possible, e.g. a product is finished in China and will be shipped to the USA. 

Depending on the size of your order and the laws in your country, it may be possible that you have to pay extra fees or duties to receive your goods. If you don’t know what these are, try to find them on your government website. 

Here’s the UK Government page: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

The USA Government website is awful, but here’s a calculator to make it easier: https://www.simplyduty.com/import-calculator/

You can try this calculator for worldwide imports.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at store@treyroque.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

In the event that your order arrives damaged in any way, please email us as soon as possible at refunds@treyroque.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. See our Sales & Returns Policy page for terms.

If you have any further questions, please don't hesitate to contact us at  refunds@treyroque.com refunds@treyroque.com