FAQs
Ordering
1. What shipping options does Tres Colori offer?
We offer multiple shipping options to fit your needs:
- USPS First Class Mail – Standard shipping
- FedEx 2-Day Shipping – Faster delivery
- FedEx Overnight Shipping – The fastest option
2. How much does shipping cost?
Shipping costs are flat-rate and applied at checkout:
Standard (2-5 Business Days) - $5.95
Expedited (2 Business Days) - $6.95
Express (1 Business Day) - $9.95
*Please note that if you live outside of Zones 1-3, shipping times may take a bit longer, as we are shipping out of New York.
3. How long does production take?
Production time depends on the type of item:
Personalized Items: Due to the craftsmanship required, production takes 1-4 business weeks. Please note that expedited shipping applies after production is complete and does not speed up processing time.
Non-Personalized Items: These are processed and shipped within 1 business day.
Orders with Both Personalized & Non-Personalized Items: Your entire order will ship together once the personalized items are ready. If you’d like to receive your non-personalized items sooner, contact us at [email protected] to request a split shipment ($5 fee applies unless the order is delayed).
Note: Production times may vary slightly due to quality checks and craftsmanship.
4. Does Tres Colori offer international shipping?
At this time, we do not offer international shipping.
5. How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with a tracking number. Use this number to monitor your shipment on the carrier’s website or track it directly on our portal here.
6. When will my tracking information be available?
Tracking details usually update within 24-48 hours after your order ships. If you don’t see tracking updates after this period, contact our customer support team.
7. Can I update my shipping address after placing an order?
We recommend double-checking your shipping details before checking out. However, if you need to make a change, contact our support team as soon as possible. If your order has already been processed, changes may not be possible.
8. What should I do if my package is lost or delayed?
If your package is delayed or marked as lost in transit, please reach out to our customer support team immediately. We will assist you in filing a claim or starting an investigation with the carrier.
9. Can I track multiple orders under one account?
Yes! If you have multiple orders linked to your account, you can track them individually using the tracking numbers provided for each order.
10. My tracking says “delivered,” but I haven’t received my package. What should I do?
If your package is marked as delivered but you can’t find it, try these steps:
✅ Check with neighbors or household members who may have received it on your behalf.
✅ Verify your shipping address in your order confirmation.
✅ Contact the shipping carrier for more details on where it was left.
If you still can’t locate your package, contact our support team for assistance.
11. Does Tres Colori offer package insurance?
Yes! We offer ShipSafe package protection at checkout. This optional insurance covers lost, stolen, or damaged packages during transit.
Need More Help?
If you have additional questions, feel free to contact our customer support team for further assistance at [email protected]. We’re happy to help!
Return & Exchange Eligibility
- Return Window: You may return or exchange items within 60 days of delivery.
- Customized Pieces: These are eligible for returns only (not exchanges). Exchanges apply only to non-personalized items.
- Refunds: Due to the made-to-order nature of our jewelry, we do not offer cash refunds. Instead, returns are issued as a store credit gift card.
- Non-Personalized Items: Can be returned for store credit or exchanged for any item within the same collection.
- Condition Requirements: Items must be unworn and in original condition to be accepted for return.
- Return Processing: Once your return is received, please allow 3-5 business days for processing.
How to Start a Return
Returning an item is simple! Follow these steps:
- Initiate Your Return: Start by submitting a request through our Returns Portal.
- Provide Your Details: Enter your order number and email address as requested.
- Select Your Items: Choose the item(s) you wish to return.
- Receive Your Return Label: After submission, our system will generate a barcode/return label instantly.
- Package Your Items: Securely pack your item(s) and attach the return label to your package.
- Drop Off Your Package: Take your return 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).
Return Label Fees
- Flat-Rate Return Label: We offer a $5.95 prepaid return label for your convenience.
- Self-Paid Return Labels: If you choose to use your own shipping label, please note that Tres Colori is not responsible for lost or stolen return packages.
Need Help?
For any questions or assistance with your return, feel free to contact our support team. We’re happy to help!
Can I cancel or modify my order?
Orders are processed immediately after submission, so cancellations and modifications are only possible if requested within 24 hours of purchase. Unfortunately, we are unable to make changes after this timeframe.
🚨 Important: Photo pendants cannot be canceled or modified once the order is placed and accepted.
To request a cancellation or modification, contact our support team at [email protected] as soon as possible.
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. Contact our support team at [email protected] right away, and we’ll do our best to accommodate your request.
Note: If the order has already been shipped, we are unable to change the address.
Why was my order canceled without my knowledge?
In rare cases, our Order Review Team may cancel orders due to:
✅ Mismatched billing & 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 reach out to us at [email protected] for further clarification.
Price Adjustments & Promotions
Can I get a price adjustment if my item is now on sale?
Yes! If your order was placed within 24 hours of a sale starting, we’re happy to honor the promotional price.
To request an adjustment, email us at [email protected] within 24 hours of your purchase with your order number and details about the promotion.
⏳ Orders placed more than 24 hours before the sale are not eligible for price adjustments. Our pricing policy does not allow retroactive discounts beyond this timeframe.
Are all promotions eligible for price adjustments?
Only promotions that apply to items you’ve already purchased within the 24-hour window are eligible. However, special one-day flash sales or limited-time discounts may not qualify.
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, check out:
Will I be charged sales tax?
Sales tax is applied based on your shipping address in accordance with local tax laws. To see the exact amount, enter your address at checkout.
What should I do if my payment is declined?
If your payment is declined, please double-check:
✅ Full name on the credit card (matches billing info)
✅ Correct billing address (must match your card’s billing details)
✅ Accurate card number, expiration date, and security code
If your payment still doesn’t go through, try:
🔄 Using a different card or payment method
🏦 Contacting your bank or card provider for assistance before retrying
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, it’s likely that your order wasn’t processed successfully.
Sometimes, a pre-authorization charge may appear on your account temporarily.
These pending charges are usually automatically refunded within 1-5 business days.
If you’re unsure, we recommend checking with your financial institution.
Why was my credit card charged multiple times?
Duplicate charges usually happen if the checkout page is refreshed while processing your order.
If you see multiple charges, wait up to 5 business days—the extra charges should automatically disappear.
If duplicate charges remain after this timeframe, please reach out to us at [email protected].
Can I use my Gift Card right away?
Yes! Once we receive and confirm your returned item(s) in original condition, we will issue your Gift Card via email.
Processing Time: Gift Cards are sent within 1-3 business days (excluding weekends) after return approval.
The Gift Card will be sent to the email associated with the original order.
Need More Help?
If you have any additional questions or need assistance, feel free to contact our support team. We’re happy to help!
Do you offer gift cards?
We don’t currently sell gift cards directly, but we do issue gift cards as store credit for returns and refunds.
How long are gift cards valid?
Tres Colori gift cards never expire, so you can use them whenever you like!
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 ensure they are in 100% original condition, we will issue a gift card to the email associated with your order.
- Gift cards are typically issued 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 will be processed within 1-3 business days after we receive and verify your return.
I received a refund, but it’s less than my original order total. Why?
Your refund total may be adjusted due to:
✔ Deduction of the original shipping cost
✔ A $5.99 deduction if a return shipping label was provided by us
✔ Deduction of any ShipSafe package protection purchased at checkout
For full details, please refer to 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 apply your gift card before completing your purchase, 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 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 resolve the issue:
1. Clear Your Browser Cache
- Sometimes, stored data can cause glitches. Clear your cache and refresh the page to ensure you’re viewing the latest version of our site.
2. Use a Recommended Browser
- For the best shopping experience, we recommend using Google Chrome on a laptop or desktop.
- Other browsers may work, but Chrome tends to provide the smoothest experience.
3. Need Further Assistance? Contact Us!
If the issue persists, our team is here to help! Please email us at [email protected] with the following details:
✅ Device Type: Are you using a desktop, laptop, or mobile phone?
✅ Browser: Which browser are you using? (Chrome, Safari, Firefox, Edge, etc.)
✅ Payment Details (if applicable): Did you attempt a payment? If so, which method? (PayPal, manual credit card entry, autofill credit card, etc.)
✅ Account Status: Were you logged into your Tres Colori account when the issue occurred?
✅ Additional Details & Screenshots: Any extra information, including error messages or screenshots, can help us investigate 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 you with any questions or concerns.
📧 Email Us: [email protected]
We strive to respond as quickly as possible and ensure you have the best shopping experience with us. Reach out anytime—we’re here for you!
Products
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 helps prevent reactions and prolongs its 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 minimize damage.
❌ Jewelry Care: Don’ts
✖ Avoid Water & Chemicals: Remove jewelry before swimming, showering, or exercising.
✖ No Contact with Products: Keep jewelry away from perfumes, lotions, hairspray, and cosmetics.
✖ Control Humidity: Store jewelry in a dry place to prevent tarnishing.
✖ No Soap & Water: Cleaning with soap and water may damage the metal—stick to proper cleaning methods.
✖ Do Not Sleep in Jewelry: Sweat and movement can cause reactions and lead to jewelry damage.
How to Clean Your Jewelry
Want to keep your pieces looking brand new? Follow these cleaning recommendations:
Sterling Silver (.925)
✨ Use a dry jewelry cleaning cloth to gently remove dirt and imperfections before and after each wear.
14k Solid Gold
✨ Mix a few drops of detergent-free soap with warm water.
✨ Soak each piece individually to avoid scratching.
✨ Gently clean with a soft brush.
✨ Rinse carefully and dry with a lint-free cloth or paper towel.
Warranty & Repairs
We stand by the quality of our jewelry! Here’s what you need to know about returns, exchanges, and repairs:
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 repair, replacement, or exchange, contact us 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!
Shipping Protection
📦 ShipSafe Shipping Protection FAQ
ShipSafe collaborates with Tres Colori to protect your order from loss, theft, or damage while in transit. For just $3.95, you can guarantee full shipment protection and a hassle-free resolution for any shipping issues. Simply opt in at checkout for peace of mind!
Why Should I Purchase ShipSafe?
Purchasing ShipSafe shipping protection ensures that your order is covered if it gets lost, stolen, or arrives damaged. With ShipSafe, you’ll receive a store credit or replacement if anything happens during transit.
- Filing a claim is quick and easy! Just CLICK HERE to access our Claims Portal, where our dedicated Customer Service team is ready to assist you every day.
How Does ShipSafe Work?
✔ If your package is lost, stolen, or damaged, you can file a claim.
✔ Once your claim is approved, you’ll receive a store credit or replacement.
✔ Tres Colori does not provide refunds for lost, stolen, or damaged items—only store credit or replacements 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 items. However, with 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 small fee of $3.95.
- How long do I have to file a claim?
You have 60 days from the shipment date to file a claim for lost, stolen, or damaged items.
- Does ShipSafe cover delivery delays?
ShipSafe does not cover delays, but if our investigation with FedEx or USPS confirms that your package is lost or stolen, ShipSafe will cover the cost.
- Can I cancel ShipSafe after purchasing it?
No, once ShipSafe has been added to your order, it cannot be canceled.
- I didn’t purchase ShipSafe. Can I still file a claim?
Unfortunately, if ShipSafe was not added at checkout, you will not be able to file a claim for lost, stolen, or damaged items. Any claims filed will be denied.
- 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].
Protect your order at checkout for a stress-free shopping experience!
📦 ShipSafe Protection: What’s Covered & What’s Not
ShipSafe provides comprehensive protection to ensure your order arrives safely and securely. Here's what ShipSafe covers and what it does not cover.
✅ ShipSafe Protects You From:
Lost Packages
✔ Marked as Delivered but Not Received – Your package is marked as "delivered" by the courier but never actually arrived.
✔ Stuck in Transit – The package is lost within the courier’s shipping network.
✔ Tracking Issues – The tracking number stops updating after the carrier takes possession of your order.
✔ Accidental Misdelivery – The courier delivers your package to the wrong address by mistake.
Stolen Packages
✔ Porch Piracy Protection – If your package is stolen after delivery, ShipSafe has you covered.
✔ Neighbor Theft – Protection against potential theft by neighbors.
Damaged Packages
✔ Broken or Damaged in Transit – If your order arrives damaged and unusable, ShipSafe covers a replacement or store credit.
🚫What ShipSafe Does NOT Cover:
Invalid Address, Delivery Barriers, or “Return to Sender”
ShipSafe does not cover packages that are returned to the retailer due to:
❌ An invalid or undeliverable address.
❌ Delivery challenges (e.g., locked gates, no safe delivery location).
❌ The customer rejects the package upon delivery.
If your package is returned to us, please contact our support team for next steps.
Incorrect Address Provided at Checkout
ShipSafe does not cover lost packages if an incorrect address is entered at checkout.
- If your order has not yet shipped, contact us immediately to correct the address.
- If the order is already in transit, reach out to the shipping carrier to request a delivery update.
Orders Still in Processing ("Pre-Shipment")
ShipSafe does not consider an order lost if:
❌ It is still marked as “Pre-Shipment,” “Label Created,” or “Shipment Information Received.”
❌ The order is delayed due to fulfillment issues (e.g., low stock, carrier delays).
If your order status has not been updated, please reach out to our support team for an update.
Have Questions?
If you need assistance with a claim or shipping concern, contact us at [email protected].
Protect your order at checkout with ShipSafe for a worry-free shopping experience!
📦 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, you’re fully protected.
- Filing a claim is quick and easy! Just CLICK HERE to access our Claims Portal, where our dedicated Customer Service team is ready to assist you every day.
We’re committed to finding the best solution tailored just for you—whether that means a store credit or a replacement for your order. Let’s 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? Contact us anytime at [email protected]!
Tres Colori Premium
Does the Tres Colori Lux VIP Membership Have a Monthly Fee?
Yes! After your first purchase, you’ll be charged $25 per month, which is converted into $25 in store credit.
- Your store credit never expires, so you can use it whenever you like!
- You can also CANCEL or PAUSE your membership at any time for complete flexibility.
Do I Have to Shop Every Month?
Nope! There’s no monthly shopping requirement.
- You can save up your store credit and use it whenever you’re ready.
- Not planning to shop for a while? Simply pause your membership until you’re ready to return!
Can I Shop Without a Membership?
- Absolutely! You are not required to join the Lux VIP Membership to shop at Tres Colori.
- If you prefer a one-time purchase, just select "One-time purchase" at checkout.
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 balance is ready to use immediately for purchases!
How Do I Pause or Cancel My Membership?
Managing your membership is easy!
- Log into your Tres Colori Lux VIP account
- Go to the "Manage Membership" section
- Select "CANCEL" or "PAUSE" your membership
If you click CANCEL, you’ll have the option to pause instead, in case you want to return later.
How Long Can I Pause My Membership?
You can pause your membership for up to 3 months at a time.
When 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 for ShopPay, which does not allow store credit usage at checkout.
What Are the Benefits of Tres Colori Lux VIP?
✨ Convenience: Enjoy stress-free shopping with automatic store credit, exclusive discounts, and a seamless experience.
💰 Savings: Get a 10% VIP discount on all purchases, so you save even more on your favorite jewelry.
💎 Flexibility: Let your store credit accumulate for a special splurge or use it right away—it’s completely up to you!
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! ✨
Get support
- Contact usWe cannot accept any requests from emails not linked to open orders. We can only accept modifications and cancelations from emails associated with already placed orders. Thank you for contacting Tres Colori!