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FAQs

Ordering

1. What shipping options does Tres Colori offer?

Tres Colori offers several shipping options to accommodate various needs:

  • Fedex 2-Day Shipping
  • Fedex Overnight Shipping

2. How much does shipping cost?

  • FedEx 2-Day Shipping: A flat rate of $10.00 at checkout. For orders exceeding $200, FedEx 2-Day Shipping is free.
  • FedEx Overnight Shipping: Available for a flat fee of $40.00.

3. Does Tres Colori offer international shipping?

Yes, we offer a flat rate of $15.00 for international shipping.

4. How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. You can use this tracking number to monitor the status of your package through the carrier's website. You can track your order on our portal HERE

5. How long does it take for tracking information to become available?

Tracking information usually becomes available within 24-48 hours after your order has been shipped. If you haven't received tracking information within this timeframe, please get in touch with Tres Colori's customer support for assistance.

6. Can I make changes to my shipping address after placing an order?

Tres Colori recommends reviewing your shipping information carefully before completing your purchase. However, if you need to change your shipping address, please get in touch with customer support as soon as possible. Note that changes may not be possible if the order has already been processed for shipment.

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

If your package is delayed beyond the estimated delivery timeframe or if tracking information shows that it's lost in transit, please get in touch with Tres Colori's customer support immediately. They will assist you in resolving the issue, which may involve initiating an investigation with the shipping carrier.

8. Can I track multiple orders under one account?

Yes, if you have multiple orders associated with your account, you can track them all using the tracking numbers provided for each order.

9. What should I do if the tracking information shows that my package was delivered, but I haven't received it?

In the rare event that tracking shows delivery, but you haven't received your package, here are some steps to take:

  • Check with neighbors or household members who might have accepted the package on your behalf.
  • Verify the shipping address provided during checkout to ensure it was accurate.
  • Contact the shipping carrier to inquire about the delivery details.

If the issue persists, contact our customer support for further assistance.

10. Does Tres Colori offer package insurance?

Tres Colori provides package insurance for an additional fee. This insurance covers lost, stolen, or damaged packages during transit. Customers can opt for package insurance during the checkout process.

This FAQ addresses common questions related to shipping and tracking for Tres Colori orders. If you have any further inquiries or require assistance, feel free to contact Tres Colori's customer support team for prompt assistance. 

Return & Exchange Policy:

  • Timeframe: Items can only be accepted for return or exchange within 90 days from the date of purchase.
  • Customized Pieces: Customized items are eligible for returns only, not exchanges. Exchanges are only permitted for non-personalized pieces. No exceptions can be made in this regard.
  • Refunds: Due to the made-to-order nature of our pieces, we cannot offer refunds on returns. Instead, returns will be credited as credit gift cards. Please note that refunds are not available.
  • Non-Personalized Items: Non-personalized items can be returned for store credit or exchanged for any item within the same collection.
  • Return Timeframe: Please ensure that items are sent back within seven days from the date the return was processed.
  • Condition of Items: All items must be returned unworn and in their original condition.
  • Processing Time: Once we receive your returned items at our facility, please allow 3-5 business days for us to process your return.
  • Return/Exchange Submission: We only accept returns/exchanges submitted through our returns portal. Please do not ship any return/exchange without proper submission.
  • Return Label Fee:
  • Flat Rate Return Label: We offer a convenient flat rate of $5.95 for return labels.
  • Customer-Purchased Labels: If you choose to purchase your own return label, please note that Tres Colori cannot be held responsible for any return packages that may be lost or stolen during transit.


Starting a Return:

  1. Initiate Return: Click on the following link to Start a Return: Start a Return
  2. Provide Information: Provide your order number and email address as requested.
  3. Select Items: Choose the items you wish to return from your order.
  4. Barcode/Return Label: Once submitted, our system will generate a barcode/return label instantly.
  5. Packaging: Carefully package your returned items and attach the generated barcode/return label to the package.
  6. Drop-off: Take the package to your nearest local courier drop-off location to complete the return process.


Can I cancel or modify my order?

  • Orders are processed immediately upon submission, so cancellations and modifications are only possible if requested within 24 hours of purchase. No exceptions.
  • Please note that photo pendants cannot be canceled or modified after submission and acceptance of the order.
  • To request a cancellation or modification, please get in touch with our support team at [email protected].

Can I change my shipping address?

  • If your order has not yet shipped, contact our support team at [email protected] to update your shipping address. We will do our best to accommodate your request if the order has not already been shipped.

My order was canceled without my knowledge. What happened?

  • Our Order Review team may cancel orders for various reasons, including mismatched billing/shipping addresses, partial credit card information match, fraud alerts, high-risk orders, payments with international debit cards, or unverifiable charges.
  • If your order was canceled without your knowledge, please get in touch with our support team at [email protected] for further clarification.

Which payment methods do you accept?

We accept the following payment methods:

  • All major credit cards
  • Apple Pay
  • Samsung/Google Pay
  • PayPal
  • Afterpay, Sezzle, Klarna, and Affirm (Buy Now, Pay Later options)


Will I be charged sales tax?

By law, we are required to charge the appropriate sales tax based on your shipping address. To determine the applicable sales tax for your purchase, please enter your shipping address at checkout.


What should I do if my payment is declined?

If your payment is declined, please ensure that the following information is entered correctly:

  • Full name on the credit card
  • Correct billing address
  • Accurate card number and security code

If your transaction is declined, we recommend contacting your credit card provider or issuing bank for further assistance before attempting another transaction.


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

If you were charged but did not receive an Order Confirmation email, it is likely that your order was not accepted. In some cases, a pre-authorization charge may appear temporarily on your account, but the funds will be refunded automatically within 1-5 business days. Please contact your financial institution for more information.


Why was my credit card charged multiple times?

Multiple charges on your credit card usually occur when users attempt to refresh the checkout page during processing. If you notice duplicate charges not removed from your account after five (5) business days, please contact us at [email protected].


Can I use my Gift Card right away?

Once we receive and confirm the return of your item(s) in 100% original condition, we will issue a Gift Card to the email associated with the order. Typically, Gift Cards are provided within 1-3 business days (excluding weekends) of return delivery and processing.

For more information on specific payment methods, please refer to the respective FAQs:

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


Do you offer gift cards?

  • While we do not sell gift cards directly, we issue gift cards as store credits for returns and refunds.

How long are gift cards valid?

  • Our Trescolori.com gift cards do not have an expiration date, so you can use them whenever you like.

Can I exchange a gift card for cash?

  • Our gift cards are non-transferable and can only be redeemed online at www.trescolori.com.

Can I use my Gift Card right away?

  • Once we receive and confirm the return of your item(s) in 100% original condition, we will issue a gift card to the email associated with the order. Typically, gift cards are provided within 1-3 business days (excluding weekends and holidays) after return delivery and processing.

Will I receive a refund on my shipping cost upon return?

  • We do not reimburse original shipping costs.

How long will it take to receive my Gift Card refund?

  • You can expect to receive your gift card refund within 1-3 business days (excluding weekends and holidays) after your return has been delivered and processed.

I received a refund, but it was not the same as my total. Where is the rest of my refund?

  • Please note that we deduct the original shipping cost and the price of a return shipping label ($5.99) from your refund total. Additionally, any route package protection purchased may also be deducted. For more details, please refer to our Returns & Exchanges policy.

I forgot to use my Gift Card, and my order was already submitted. Can I still use it for my order?

  • Unfortunately, we are unable to process gift cards after an order has been placed. We cannot modify billing information once an order is accepted. However, the gift card does not expire and can be used for future orders.

Experiencing Technical Difficulties?

If you're encountering technical issues, please follow these steps to resolve the problem:

  1. Clear Browser Cache: Clear your browser cache and refresh the page to ensure you have the latest version of the website.

  2. Browser Recommendations: For the best experience, we recommend using Google Chrome on a laptop or desktop.

  3. Contact Us for Assistance: If the issue persists, please get in touch with us at [email protected] and provide the following information:

    • Did you experience this issue on a desktop or phone?
    • Which browser are you using to view our site (Internet Explorer, Safari, Chrome, etc.)?
    • If payment was attempted, what method did you use (PayPal, Manual Credit Card, Autofill Credit Card, etc.)?
    • Were you logged into your account when the issue occurred?
    • Any additional details and relevant screenshots would be helpful for our team in investigating the issue.

Our team will do their best to assist you and resolve your technical difficulties. Your feedback helps us improve the overall shopping experience for all our customers.

You can contact our customer support team at [email protected] 

Products

Caring for Your Jewelry:

We spoke to our jewelers to provide us with their top tips on keeping your Tres Colori jewelry pieces looking as good as they did when you first received them!

Do's:

  • Last On, First Off: Put on your jewelry last when dressing and remove it first when undressing.
  • Careful Storage: Store your jewelry carefully to prevent tangling, scratching, or turning. Store in your Tres Colori Jewelry pouch.
  • Handle with Care: Keep your jewelry clean and handle it gently to avoid damage.

Don'ts:

  • Avoid Exposure: Refrain from wearing jewelry while swimming, showering, or exercising.
  • Avoid Contact: Prevent contact with perfumes, lotions, hairspray, and cosmetics.
  • Humidity Control: Keep your jewelry away from humid areas to prevent tarnishing.
  • No Soap and Water: Do not clean your jewelry with soap and water as it may damage the metal.



Cleaning Your Jewelry:

Everyone wants to wear clean, shiny jewelry. These are our recommendations for how to keep your Tres Colori pieces shining!

  • Sterling Silver (.925):
    Use a dry cleaning cloth to remove dirt and imperfections before and after each use gently

  • 14k Solid Gold:
    Mix a few drops of detergent-free soap with warm water.
    Soak each piece individually.
    Gently clean with a soft brush.
    Rinse carefully and dry with a lint-free cloth or paper towel.


Warranty:

All items are eligible for return within 60 days of purchase unless specified as FINAL SALE. If you require repair, replacement, or exchange, please get in touch with our customer support team at [email protected] for assistance.

For repairs within 60 days of purchase, you can process a return for an exchange or store credit through our Returns page.

If your items need repair and were purchased over 60 days ago, please contact our customer support team at [email protected] with your email address, order number, and a photo of the damaged pieces. They will guide you through the repair process.

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