FAQs

1. What shipping options does Tres Colori offer?

We offer several shipping options so you can choose what works best for you:

• USPS First Class Mail – Standard shipping
• UPS 2-Day Shipping – Faster delivery
• UPS Overnight Shipping – The fastest option
  
  

2. How much does shipping cost?

Our flat-rate shipping options make checkout simple:

• Standard (2-5 Business Days) - $5.95
• Expedited (2 Business Days) - $6.95
• Express (1 Business Day) - $9.95
  
  Note: Delivery times may take a little longer if you’re outside Zones 1–3, since we ship from New York.
  

3. How long does production take?

Our production time depends on your order type:

• Personalized items: 2–4 business weeks (handcrafted with care).
  Please note: Expedited or express shipping begins after production is complete.

• Non-personalized items: Processed and shipped within 1 business day.

• Mixed orders: If your order includes both personalized and non-personalized pieces, we’ll ship everything together once your personalized items are ready. Want your non-personalized pieces sooner? You can request a split shipment for a $6.95 fee — CLICK HERE to request it

     Note: Every personalized piece is handcrafted to perfection, so while it takes a little more time, we promise it’s worth the wait.

4. When will my order ship?

Because our personalized jewelry is custom-made and handcrafted specifically for you, every order requires a production window of 2 to 4 business weeks before it is handed over to the shipping carrier.

Important Note regarding Expedited Shipping:

Selecting an expedited shipping method at checkout (such as FedEx 2-Day Shipping) does not speed up the 2 to 4-week production time. Expedited shipping only guarantees that the carrier will deliver your package within 2 days after it has finished production and left our facility.

5. Does Tres Colori offer international shipping?

Yes! We ship WORLDWIDE!

6. Where are engraved and photo pendant pieces made?

All of our engraved pieces and photo pendants are crafted at our Los Angeles factory to ensure the highest level of detail and precision.

If your order includes both an engraved/photo pendant and an inventory (lifestyle) piece, your engraved/photo item is first sent to our New York facility before your entire order ships out together.

If you don’t choose a split shipment, your order may take approximately 5 business days to arrive once both pieces are ready, compared to the typical 24-hour shipping window that applies when ordering a photo pendant or inventory piece on its own.

If you’d prefer to receive your engraved or photo pendant piece separately, you can request a split shipment for a flat fee of $6.95 — simply click THIS LINK to set that up.

7. How can I track my order?

Once your order ships, you’ll receive a confirmation email with your tracking number. You can track it directly on the carrier’s website or on our Order Tracking Page.

We’ll keep you updated every step of the way — from production to delivery.

8. When will my tracking information be available?

Tracking information typically updates within 24–48 hours after your order ships.

If you don’t see any updates after that, contact our team at [email protected] and we’ll be happy to help.

9. Can I update my shipping address after placing an order?

Yes, we can update your shipping address as long as your order has not yet left our warehouse! Please contact our customer support team immediately with your order number and the correct address.

Please note: Address updates are processed internally by our team to ensure your label prints correctly. This modification will not dynamically update on your original emailed receipt or inside your online customer portal. Rest assured, your package will be sent to the new address provided by our team, and you will receive an updated tracking link the moment it ships.

10. What should I do if my package is lost or delayed?

If your package is delayed or lost in transit, reach out to our team right away at [email protected]. We’ll help file a ShipSafe claim (only if you purchased Package Protection) or open an investigation with the carrier.

11. Can I track multiple orders under one account?

Yes! If you’ve placed multiple orders, you can track each one individually using the tracking numbers in your confirmation emails or directly from your account page.

12. My tracking says “delivered,” but I haven’t received my package. What should I do?

If your tracking shows “delivered” but you haven’t received your package, try these steps first:

• Check with neighbors or household members who might’ve accepted it.
• Confirm your shipping address in your order confirmation.
• Contact the shipping carrier for details on where it was left.

If you still can’t find it, contact us at [email protected] and we’ll assist you right away.

13. Does Tres Colori offer package insurance?

Yes! We offer ShipSafe Package Protection at checkout. This optional coverage protects your order from loss, theft, or damage during transit.

Learn More About ShipSafe

Still have questions?

Our friendly support team is here to help — email us anytime at [email protected]

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Return & Exchange Eligibility

What items are eligible for return?

Due to the custom nature of our personalized jewelry, we do not issue refunds to the original payment method. Instead, eligible returns will be issued via Store Credit.

Important Return Deductions & Final Sale Items:

• Return Shipping Fee: A $5.95 return label fee will be automatically deducted from your final store credit total.
• Original Shipping: Any shipping fees paid on your original order are non-refundable.
• Exclusions: Necklace and bracelet extenders are final sale and cannot be returned or exchanged. To ensure a quick and seamless return through our portal, please select only your primary jewelry pieces, such as nameplate necklaces.
  
  

You may return or exchange items within 60 days of delivery.

• Customized Pieces: Eligible for returns only (no exchanges).
• Non-Personalized Items: Can be returned for store credit or exchanged for another item within the same collection.
• Refunds: Because our jewelry is made to order, we don’t offer cash refunds. Returns are issued as a store credit gift card that expires after one year.
• Condition: Items must be unworn and in their original condition and packaging to qualify.
• Processing Time: Once we receive your return, please allow 3–5 business days for processing.

How to Start a Return

Returning an item is simple! Follow these steps:

• Start Your Return: Submit a request through our Returns Portal.
• Enter Your Details: Provide your order number and email address.
• Select Your Items: Choose which item(s) you'd like to return.
• Print or Save Your Label: Our system will generate a return label or QR Code instantly
• Package Your Items: Securely pack your item(s) and attach the return label to your package.
• Drop Off Your Package: Bring your package to the nearest courier drop-off location

Important Notes:

• Extenders are not eligible for return.
• Store credit is issued based on the item's paid price (excluding taxes, shipping, and fees)

*Please don’t include pouches or jewelry boxes that you wish to keep — they can’t be returned once received*

Processing Time

Once your return arrives at our facility, please allow 3–5 business days for our team to inspect and process it.

During this time:

• Each piece is carefully reviewed to ensure it meets our return eligibility standards.

• Once approved, we will either issue your store credit gift card or process your exchange, depending on what you selected when submitting your return.

• You’ll receive a confirmation email as soon as your return has been fully processed.

• Please note that store credits expire 1 year after the date of issuance

Important Processing Notes:

• Tres Colori is not responsible for return packages that are lost, delayed, or damaged when shipped without using our official return label.

• Please do not ship returns using your own label unless you accept full responsibility for the package.

• Unauthorized returns (items sent back without submitting a request through the portal) may experience delays or be declined.

• Packages missing item(s), proper identification, or packing materials may delay processing.

Return Label Fees

• Flat-Rate Return Label: We offer a convenient $5.95 flat-rate return label through our portal, which is deducted from your store credit total.
• Using Your Own Label: You can also ship your return using your own label. Please note that Tres Colori is not responsible for lost or stolen return packages sent this way.

Need Help?

For any questions or assistance with your return, feel free to contact our support team at [email protected]. We’re happy to help!

Can I cancel or modify my order?

Orders begin processing quickly, so cancellations or structural modifications (like changing the spelling of a custom name, chain length, or metal type) are strictly limited to 48 hours after purchase. After this 48-hour window, the piece enters physical production, and we are unable to make any changes or halt the process. Please note: Photo pendants are sent to production immediately and cannot be canceled or modified at any time once accepted.

Please note: Photo pendants cannot be canceled or modified once the order has been placed and accepted.

To request a cancellation or modification, please contact our support team as soon as possible at [email protected].

Can I update my shipping address after placing an order?

If your order has not yet shipped, we may be able to update your shipping address.
Please get in touch with us immediately at [email protected], and we’ll do our best to accommodate your request.

Note: Once an order has shipped, we’re unable to make address changes.

Why was my order canceled without my knowledge?

In rare cases, our Order Review Team may cancel orders to protect customers and ensure secure transactions. This can happen for a few reasons:

• Mismatched billing and shipping addresses

• Fraud alerts or high-risk transactions

• Incomplete or unverifiable payment details

• Payments made with international debit cards

If your order was canceled unexpectedly, please contact us at [email protected] and we’ll be happy to clarify the reason.

Promotion and Discount Policy

Can I apply a sale discount to a previous order?

We offer a strict 24-hour price adjustment window. If an item you purchased goes on sale within 24 hours of your original purchase time, please reach out to our support team, and we will happily issue a refund for the price difference.

To request an adjustment, email us at [email protected] within 24 hours of your purchase and include your order number and the promotion details.

Please note: Orders placed more than 24 hours before a promotional sale begins are not eligible for retroactive discounts or price adjustments.

Are all promotions eligible for price adjustments?

Only promotions that apply to the same items you purchased within the 24-hour window are eligible. However, flash sales and limited-time discounts may not qualify for adjustments

Need More Help?

If you have any additional questions, don’t hesitate to contact our support team. We appreciate your understanding and thank you for choosing Tres Colori!

Which payment methods do you accept?

We accept the following payment options:

• Major Credit Cards: Visa, Mastercard, American Express, Discover
• Digital Wallets: Apple Pay, Google Pay, Samsung Pay, PayPal
• Buy Now, Pay Later: Afterpay, Sezzle, Klarna, and Affirm

For more details on installment payment options, visit:

• Afterpay FAQ
• Sezzle FAQ
• Klarna FAQ
• Shop Pay/Affirm FAQ
  
  

Important ShopPay Notice

If you used ShopPay to complete your purchase, you may occasionally receive incorrect status updates from ShopPay, such as showing your order as delivered even though it was just placed.

This information is not accurate, and it does not reflect the actual status of your order.

Please disregard any early delivery notifications from ShopPay and rely on:

• The tracking number we send you once your order ships

• Email updates from Tres Colori

• Use the tracking page on our website for the most accurate and up-to-date information on your order status.
  
  

These are the official and accurate sources for your order’s progress.

Will I be charged sales tax?

Sales tax is applied based on your shipping address in accordance with local tax laws. You’ll see the exact amount calculated automatically at checkout once you have entered your address.

What should I do if my payment is declined?

If your payment is declined, please double-check:

• The full name on the credit card (matches billing info)

• The correct billing address (must match your card’s billing details)

• The card number, expiration date, and security code

If your payment still doesn’t go through, try the following:

• Use a different card or payment method

• Contact your bank or card provider for assistance, then retry your order

I was charged, but I didn’t receive an Order Confirmation email. What should I do?

If you see a charge but haven’t received an order confirmation email, your order likely didn’t process successfully.

Sometimes, a temporary pre-authorization may appear on your account. These pending charges usually clear automatically within 1–5 business days.

If you’re unsure, check with your financial institution or reach out to us at [email protected] for help confirming your order.

Why was my credit card charged multiple times?

Duplicate charges can occur if the checkout page is refreshed or resubmitted while your order is processing.

If this happens, don’t worry! The extra charges usually disappear within five business days.

If duplicate charges remain after this timeframe, please contact us at [email protected] and we’ll assist right away.

Can I use my Gift Card right away?

Yes! Once your returned item(s) are received and approved in their original condition, your Tres Colori Gift Card will be emailed to you.

• Processing Time: 1–3 business days (excluding weekends) after your return is approved

• Delivery: Sent to the email address associated with your original order

Need More Help?

If you have any additional questions or need assistance, feel free to contact our support team at [email protected]. We’re happy to help!

Do you offer gift cards?

We don’t currently sell gift cards directly, but we do issue them as store credit for returns and refunds.

Does my store credit expire?

Return/Exchange Credit: Store credit issued from a standard product return or exchange is valid for one year from the date of issue.

VIP Membership Credit: The $25 monthly credits accumulated through your Lux VIP Membership never expire and remain in your account until used.

Can I exchange a gift card for cash?

No, our gift cards are non-transferable and can only be redeemed online at www.trescolori.com.

How soon can I use my gift card after a return?

Once we receive and inspect your returned item(s) to confirm they’re in original condition, your gift card will be issued to the email address associated with your order.

Gift cards are typically sent within 1–3 business days (excluding weekends and holidays) after your return has been delivered and processed.

Will I be refunded for my original shipping cost?

No, original shipping costs are non-refundable.

How long does it take to receive my gift card refund?

Your gift card refund is processed within 1–3 business days after your return is received and verified.

I received a store credit, but it’s less than my original order total. Why?

Your store credit amount may differ from your order total due to one or more of the following:

• Deduction of original shipping cost

• A $5.95 deduction if a prepaid return label was used

• Deduction of any ShipSafe package protection purchased at checkout

For full details, please see our Returns & Exchanges Policy.

I forgot to use my gift card and already placed my order. Can I still apply it?

Yes! If you forgot to use your gift card before checkout, we can still adjust it for you.

We’ll refund the amount you intended to use from your store credit and deduct that value from your active gift card balance.

Simply contact our support team at [email protected] with your order number, and we’ll take care of it!

Experiencing Technical Issues? Let’s Fix It!

If you’re having trouble using our website, try these quick steps to get things running smoothly:

1. Clear Your Browser Cache

• Stored data can sometimes cause pages not to load correctly. Try clearing your browser’s cache and refreshing the page to ensure you’re viewing the most recent version of our site.

  
  

2. Use a Recommended Browser

• For the best shopping experience, we recommend using Google Chromeon a laptop or desktop computer. Other browsers may work, but Chrome generally provides the most stable performance on our site.

  
  

3. Need Further Assistance? Contact Us!

If the issue continues, our support team is happy to help. Please email us at [email protected] and include the following details to help us resolve it quickly:

• Device Type: Are you using a desktop, laptop, tablet, or mobile phone?

• Browser: Which browser are you using (Chrome, Safari, Firefox, Edge, etc.)?

• Payment Details (if applicable): If you attempted a payment, which method did you use (PayPal, manual credit card entry, autofill, etc.)?

• Account Status: Were you logged into your Tres Colori account when the issue occurred?

• Additional Details or Screenshots: Any extra information, such as error messages or screenshots, helps us troubleshoot faster.
  
  

Our support team will work quickly to resolve the issue and ensure a smooth shopping experience. Your feedback helps us improve! 

Need Assistance? We’re Here to Help!

Our customer support team is happy to assist with any questions or concerns.

Email Us: [email protected]

We respond as quickly as possible to make sure you have the best shopping experience with us. Reach out anytime. We’re here for you!

We understand the importance of your gifts arriving on time for Christmas. Below are answers to our most frequently asked questions to help you shop this holiday season with confidence.

1. What is the deadline for placing an order to guarantee delivery by Christmas?

Personalized Items:
To ensure delivery before Christmas, orders must be placed by December 3, 2025.
Because each personalized piece is handcrafted, production takes 2–4 business weeks.

Non-Personalized Items:
These ship within 1 business day, making them perfect for last-minute gifting.

Ordering early is always the best way to ensure your jewelry arrives in time — personalized items take longer to perfect.

2. What happens if I place an order after the December 3rd deadline?

Orders placed after December 3rd for personalized pieces cannot be guaranteed for delivery by Christmas.

However, our team will work diligently to complete and ship every order as quickly as possible.

Non-Personalized Items:
These can still be ordered with expedited shipping up until December 21st for an expected Christmas arrival.

We’ll always do our best to make your holiday shopping magical — even for last-minute orders.

3. Can I expedite the production of personalized items?

No. Production timelines cannot be expedited.

Expedited or overnight shipping only speeds up delivery after production is complete and does not shorten crafting time.

4. What if my order contains both personalized and non-personalized items?

Orders with both item types will ship together once the personalized items are ready.

If you'd like to receive your non-personalized items sooner, please email us at [email protected] to request a split shipment.

5. Where are engraved and photo pendant pieces made?

All of our engraved pieces and photo pendants are meticulously crafted in our Los Angeles studio to ensure the highest level of detail and precision.

If your order includes both an engraved/photo pendant and a lifestyle (inventory) item, your engraved/photo piece will be sent to our New York studio before your full order ships together.

If you do not choose a split shipment, please allow an additional 5 business days after production for the combined order to arrive. This is different from the standard 24-hour shipping timeline when ordering an engraved or lifestyle piece on its own.

If you prefer your engraved or photo pendant to ship separately, you can request a split shipment for $6.95 here: Split Shipment

6. Can I track my order's status?

Yes! Once your order ships, you’ll receive a shipping confirmation email with your tracking number.

You can track your order anytime through our Track My Order page.

7. Are there any delays I should be aware of?

During the holiday season, shipping carriers may experience higher volume and delays.
While we strive to meet all production timelines, we recommend placing your order early to allow for extra time for delivery.

8. Do you have ready-to-ship items for last-minute gifts?

Yes! Our Lifestyle Collection includes pieces that ship within 1 business day, making them excellent options for last-minute gifts.

9. How can I get help with my order?

Our team is here to make your holiday shopping stress-free.

If you need assistance, email us at [email protected], and we’ll respond as quickly as possible.

10. What is your return/exchange policy during the holidays?

Our return and exchange policy remains the same during the holiday season:

• Personalized Items: Eligible for store credit only.

• Non-Personalized Items: Can be exchanged or returned for store credit within our standard return window.

For full details, visit our Returns & Exchanges Policy.

Thank You for Shopping with Tres Colori

We’re truly grateful to be part of your holiday celebrations.
Thank you for choosing Tres Colori. We can’t wait for you and your loved ones to unwrap something special this Christmas!

Jewelry Care Tips

We asked our expert jewelers for their top tips on keeping your Tres Colori pieces looking as beautiful as the day you received them.

Jewelry Care: Do’s

• Last On, First Off: Put your jewelry on last when dressing and take it off first when undressing.
• Remove Before Sleeping: Taking off your jewelry before bed prevents reactions and helps maintain shine.
• Store Safely: Prevent tangling, scratching, or discoloration by storing your pieces in a Tres Colori jewelry pouch or an anti-tarnish pouch
• Handle with Care: Clean your jewelry gently and avoid rough handling to reduce wear and tear.
  
  

Jewelry Care: Don’ts

• Avoid Water & Chemicals: Remove your jewelry before swimming, showering, or exercising.

• No Contact with Products: Keep jewelry away from perfumes, lotions, hairspray, and cosmetics.

• Control Humidity: Store your jewelry in a dry place to prevent tarnishing.

• Avoid Soap & Water: Cleaning with soap and water can damage the metal — use proper cleaning methods instead.

• Don’t Sleep in Jewelry: Sweat and movement during sleep can cause wear or damage.
  
  

How to Clean Your Jewelry

Keep your pieces looking brand new by following these care recommendations:

Sterling Silver (.925)

• Use a dry jewelry cleaning cloth to gently remove dirt or residue before and after each wear.

14k Solid Gold

• Mix a few drops of detergent-free soap with warm water.

• Soak each piece individually to prevent scratching.

• Gently clean with a soft brush.

• Rinse carefully and dry with a lint-free cloth or paper towel.

Plated & Stainless Steel Care

• Gold & Silver Plated (Gold/Silver over Brass): Never use liquid cleaners or chemicals. After each wear, gently wipe with a soft, dry microfiber cloth to remove body oils or sweat. 

• 14k Gold over Stainless Steel: To clean, use a soft cloth dampened with plain warm water (no soap) and pat completely dry. Avoid polishing cloths treated with chemicals, as they can strip the gold over time.

• Polished Stainless Steel: You can clean these pieces with a lint-free cloth. For a deeper clean, a damp cloth with a tiny drop of mild, detergent-free soap is safe, provided you rinse and dry the piece thoroughly to avoid water spots.

Pro Tip: Since your plated items feature gold or silver over a brass base, keeping them bone dry is the most important rule. Always apply your lotions and perfumes at least 10 minutes before putting your jewelry on to ensure the chemicals have fully absorbed into your skin

Warranty & Repairs

We stand by the quality of every Tres Colori piece. Here’s what to know if you need help with a repair, exchange, or return.

Returns & Exchanges

60-Day Return Window: Most items are eligible for return within 60 days of delivery, unless marked Final Sale.

If your jewelry requires a repair, replacement, or exchange, please contact our team at [email protected].

Repairs & Replacements

Within 60 Days: You can process an exchange or request store credit through our Returns Page.

Beyond 60 Days: If your jewelry needs repair after 60 days, email [email protected] with:

• Your order number
• A photo of the damaged piece
• A brief description of the issue

Our team will guide you through the repair process!

We’re here to keep your jewelry shining for years to come!

At Tres Colori, we take pride in crafting beautiful personalized jewelry using high-quality materials.
If you’re shopping for a 10K or 14K solid gold piece, here’s what to know about what’s included in your order, how our solid gold options work, and where to find full product details.

Are all parts of my solid gold necklace solid gold?

If you order a 10K or 14K solid gold nameplate necklace with a specialty chain, such as Cuban, Figaro, or XOXO, only the nameplate is solid gold.

The chain in these designs is gold over sterling silver. This combination allows us to maintain the bold, polished look of these chain styles while keeping your piece lightweight, durable, and affordable.

Can I order a fully solid gold piece (both nameplate and chain)?

At this time, we do not carry fully solid gold chains 

Can I purchase a solid gold Cuban, Figaro, or XOXO chain?

Currently, these chain styles are not available in full solid gold. Our Cuban, Figaro, and XOXO chains are crafted in gold over sterling silver to achieve their signature bold look while keeping the jewelry more accessible and comfortable to wear.

How can I confirm what my jewelry is made of?

We value transparency in every product we create. Each product page features a detailed “Product Details” section that outlines the metals and materials used in both the chain and nameplate.

Before placing your order, we recommend checking that section to confirm exactly what your jewelry is made from.

Why do some chains use Gold over sterling silver instead of solid gold?

Some chains — like our Cuban and Figaro styles — are designed for a thicker, bolder look.
Making these entirely from solid gold would significantly increase the weight (and cost).

By using gold over sterling silver, we can offer the same luxurious appearance and long-lasting quality at a more accessible price point.

Do solid gold pieces tarnish or fade?

No, our solid gold jewelry will not tarnish, fade, or change color over time. Solid gold is a precious metal that maintains its shine and beauty with minimal care.

Chains made with gold over sterling silver, however, should be kept away from:

• Water and humidity

• Perfumes, lotions, and other chemicals

• Dusty or enclosed storage spaces (like drawers)

Proper care helps preserve the gold plating and luster.

How do I care for my solid gold jewelry?

Keep your solid gold jewelry shining by following these steps:

• Clean gently with warm water and mild, detergent-free soap.

• Pat dry with a soft, lint-free cloth.

• Store separately from other pieces to prevent scratches.

• Avoid wearing your jewelry while swimming or exercising.
  
  

Still have questions? We’re here to help.

If you’re ever unsure about what’s included with your jewelry, its metal composition, or which collection best suits your needs, our team would be happy to assist.

You can reach us anytime at info@trescolori.com

We’re always here to make sure you have all the details before you order your perfect piece.

ShipSafe Shipping Protection FAQ

ShipSafe partners with Tres Colori to protect your order from loss, theft, or damage while in transit. For just $4.95, you can guarantee full shipment protection and a hassle-free resolution for any shipping issues. Opt in at checkout for peace of mind.

Why Should I Purchase ShipSafe?

Purchasing ShipSafe ensures that your order is fully covered if it gets lost, stolen, or arrives damaged.
If something happens during transit, you’ll receive either a store credit or a replacement once your claim is approved.

Filing a claim is quick and easy! Just visit our Claims Portal here to start the process.
Our dedicated Customer Service team is available to help every day

How Does ShipSafe Work?

• If your package is lost, stolen, or damaged, file a claim through our Claims Portal.

• Once your claim is approved, you’ll receive a store credit or replacement.

• Please note that Tres Colori does not issue cash refunds for lost, stolen, or damaged items; only store credit or replacements are available per company policy.
  
  

 Frequently Asked Questions

•  Can I get a refund if my order is lost, stolen, or damaged?

No. Tres Colori does not issue cash refunds for lost, stolen, or damaged orders.

If you purchased ShipSafe, you’ll receive store credit or a replacement once your claim is approved.

 How much does ShipSafe cost?

ShipSafe protection is available for a flat fee of $4.95 at checkout.

How long do I have to file a claim?

You can file a claim up to 15 days from your shipment date for any lost, stolen, or damaged item.

 Does ShipSafe cover delivery delays?

No. ShipSafe does not cover delays caused by carriers.
However, if USPS or FedEx confirms that your package was lost or stolen, ShipSafe will cover your order in full.

Can I cancel ShipSafe after purchasing it?

No. Once ShipSafe has been added to your order, it cannot be canceled or refunded.

I didn’t purchase ShipSafe. Can I still file a claim?

Unfortunately, if ShipSafe wasn’t added at checkout, you won’t be able to file a claim for lost, stolen, or damaged packages.
Only orders with ShipSafe protection qualify for claims.

Is ShipSafe refundable?

No. ShipSafe is non-refundable once purchased.

Need Help?

If you have any questions about ShipSafe or need to file a claim, contact us at [email protected].

Add ShipSafe at checkout for a stress-free, protected shopping experience. Your order is covered from the moment it ships until it reaches your door.

ShipSafe Protection: What’s Covered & What’s Not

ShipSafe provides protection to ensure your Tres Colori order arrives safely and securely.
Here’s a clear outline of what’s covered and what’s not under the ShipSafe protection plan.

What ShipSafe Covers

Lost Packages

ShipSafe protects you if:

• Your package is marked as “Delivered” but has not been received.

• The tracking shows “Stuck in Transit” or stops updating after the carrier receives it.

• The package is lost within the carrier’s network.

• There’s accidental misdelivery (the courier delivers to the wrong address).
  
  

Stolen Packages

• Porch Piracy Protection: If your package is stolen after delivery, ShipSafe covers a replacement or store credit.

• Neighbor Theft: You’re also covered if a nearby recipient takes your package by mistake.
  
  

Damaged Packages

• Broken or Damaged in Transit: If your order arrives damaged and unusable, ShipSafe will cover a replacement or store credit after the claim is approved.
  
  

What ShipSafe Does NOT Cover:

Invalid Address, Delivery Barriers, or Return to Sender

ShipSafe does not cover packages that are returned due to:

• An invalid or undeliverable address.

• Delivery barriers (such as locked gates or no safe delivery location).

• The customer rejected the package upon delivery.

If your package is returned to us, please contact our team at [email protected] for the next steps.

Incorrect Address Provided at Checkout

If the wrong address was entered during checkout, ShipSafe does not cover lost packages.

• If your order has not shipped yet, contact us immediately to update the address.

• If your order is already in transit, reach out directly to the shipping carrier for possible redirection.
  
  

Orders Still in Processing ("Pre-Shipment")

ShipSafe does not consider an order lost if it’s still in the pre-shipment or processing stage. This includes:

• Orders marked as “Pre-Shipment,” “Label Created,” or “Shipment Information Received.”

• Orders delayed due to production, restocking, or carrier backlog.

If your order has not moved into the shipping stage, please contact our team for an update at [email protected]

Have Questions?

If you need help with a ShipSafe claim or have questions about coverage, contact us anytime at [email protected].

Add ShipSafe at checkout for a worry-free shopping experience — your order is covered from the moment it ships until it arrives at your door.

ShipSafe Claims – We’ve Got You Covered!

If your package takes an unexpected detour — whether it’s lost, stolen, or arrives damaged — don’t stress. With ShipSafe, your order is fully protected.

Filing a claim is a quick and easy process. Visit our ShipSafe Claims Portal to start your claim, and our dedicated Customer Service team will assist you every step of the way.

Once your claim is reviewed and approved, you’ll receive either a store credit or a replacement — whichever works best for your situation. We’re here to make it right.

Important Note:

Store credit is issued based on the amount paid for the item, excluding taxes, shipping, and additional fees.

Need Assistance?

If you have any questions or need help with your claim, contact our team anytime at [email protected]. We’ll make sure your issue is resolved quickly and with care.

What Are the Benefits of Tres Colori Lux VIP?

• Convenience: Enjoy stress-free shopping with automatic store credit, exclusive discounts, and an effortless checkout experience.

• Savings: Receive a 10% VIP discount on all purchases, maximizing your value every month.

• Flexibility: Let your store credit accumulate for something special, or use it right away — it’s completely up to you.

• 5-Year Warranty: All VIP orders include a 5-year warranty that covers repairs or remakes if needed, giving you complete peace of mind.

Does the Tres Colori Lux VIP Membership Have a Monthly Fee?

Yes. After your first purchase, there will be a $0.95 setup charge (Local Tax will be included)
After that, you’ll be charged $25 monthly, which is automatically converted into $25 in store credit. 

Your store credit never expires, and you can pause or cancel your membership at any time for complete flexibility.

Is the Setup Fee Refundable?

No, the setup fee is non-refundable. This fee is what granted you the extra 10% discount on your overall order. Because the promotional savings have already been applied to your purchase, the setup fee cannot be reversed or refunded.

When Will I Be Charged the Monthly Fee?

You’ll be charged $25 each month, and your store credit will be automatically added to your account.
Your credit is available immediately and can be used toward any purchase.

Can I Shop Without a Membership?

Absolutely! Joining the Luxe VIP Membership is completely optional. If you prefer to make a one-time purchase, simply select “Guest” at checkout.

Do I Have to Shop Every Month?

No, there’s no monthly shopping requirement.

You can save your store credit and use it whenever you’re ready.
If you don’t plan to shop for a while, you can pause your membership for up to three months and resume when you’re ready.

How Do I Pause or Cancel My Membership?

Managing your membership is simple:

1. Log in to your Tres Colori Lux VIP account.

2. Go to the Manage Membership section.

3. Choose Pause or Cancel your membership.

If you select Cancel, you’ll also be given the option to pause your membership instead if you plan to return later.

How Long Can I Pause My Membership?

You can pause your membership for up to three months at a time.
Once you’re ready to resume, your monthly charge will restart automatically.

Can I Use My Store Credit With Any Payment Method?

You can apply your store credit to most payment methods, except ShopPay, which does not support store credit usage at checkout.

How Does the 5-Year VIP Warranty Work?

With your VIP membership, any items that experience damage or issues within the 5-year warranty period are eligible for either a free remake or full store credit.

• Important Requirement: In order to review, approve, and proceed with your warranty claim, clear images of the damaged items must be provided to our customer support team. We are unable to process replacements or credits without visual proof of the damage.

Need Help?

If you have any questions, we're here to help! Contact our team anytime to ensure you make the most of your Lux VIP Membership.

Enjoy the perks of VIP shopping, hassle-free!