FAQ

 

 

FAQ


PURCHASING

WHAT SHOULD I DO IF AN ITEM I WANT IS UNAVAILABLE?

Our website provides information in regards to the projected availability of our items directly on the product pages. If you have a further enquiry into inventory levels please contact us directly via email at contact@tricouni.com.

Where available, we offer you the opportunity to pre-order items that are currently in production or that have sold out and are on back-order. When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. Once the item becomes available, you will receive an email which will include the estimated shipment date. Your credit card will only be charged for wait list items when they become available for shipment. Please be aware if delays occur due to production problems, we will attempt to notify you by email.

Tricouni™ will retain a record of your transactions for a minimum of twelve calendar months.

 

HOW DO I KNOW MY SIZE?

Please visit our size guide for sizing information. 

 

SIZING

Please find below our standard measurements to help you find the right UK size. Please find our full size guide here.

UK

4 · 6 · 8 · 10 · 12 · 14 · 16

US

0 · 2 · 4 · 6 · 8 · 10 · 12

IT

36 ·  38 · 40 · 42 · 44 · 46 · 48

FR

34 · 36 · 38 · 40 · 42 · 44 · 46

EU

30 · 32 · 34 · 36 · 38 · 40 · 42

 

ACCOUNTS

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

During our transaction process, you may check out as a guest. For privacy reasons, we do not store credit card or other bank card details in our database. Instead, all of our credit card or other bank card transactions are conducted by our provider Stripe, a California-based company, and/or any of is subsidiaries (“Stripe”) see PAYMENT for more information.

Your continued patronage is valuable to us, and accordingly, we encourage you to sign up for our newsletter to ensure you receive exclusive and up-to-date information on our collections and events.

 

IS MY PERSONAL INFORMATION MAINTAINED SECURELY?

We take the protection of your personal information seriously, and your information will only be shared with third parties where they abide by data protection legislation and you may opt out of having your personal information shared with third parties. For more information, please read our PRIVACY POLICY.

 

PAYMENT

WHAT PAYMENT METHODS DOES TRICOUNI™ ACCEPT AND IS IT SAFE TO MAKE A PAYMENT ONLINE?

Tricouni™ accepts Visa, MasterCard and American Express. During our transaction process, you may check out as a guest. For privacy reasons, we do not store credit card details in our database. Instead, all of our credit and debit card transactions are conducted by our provider Stripe, a California-based company, and/or any of is subsidiaries (“Stripe”). Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available. All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe's internal servers and daemons are able to obtain plaintext card numbers. Stripe's infrastructure for storing, decrypting, and transmitting card numbers runs in a separate hosting infrastructure, and doesn't share any credentials with Stripe's primary services.

First-time orders must be sent to the cardholder's billing or work address. This process is for security reasons. If you prefer to place an order directly, please contact contact@tricouni.com. Currently we do not accept gift cards.

 

CAN I CHOOSE WHICH CURRENCY TO PAY IN?

You will be charged in British Pounds, though your local bank may convert the charges using their available foreign currency exchange rates and bill you in your local currency.

 

WHEN WILL MY CARD BE CHARGED?

Your credit or other bank card will be charged after we have verified your card details, received credit authorisation and confirmed availability.

 

CAN I USE MULTIPLE PAYMENT METHODS?

At this time we only accept one form of payment per order.

 

SHIPPING

TO WHICH COUNTRIES DOES TRICOUNI™ SHIP?

Tricouni™ currently ships to the European Union, including the UK, Norway, Switzerland and the U.S. Delivery to other regions is planned for the future.

 

WHICH SHIPPING OPTIONS ARE AVAILABLE, AND HOW LONG DOES DELIVERY TAKE?

To estimate the delivery time for our standard delivery option immediately available items, please allow up to two business days from your order date to process your order for shipment, in addition to the time required for delivery. For shipping times see either SHIPPING COST or select your country when making a purchase in order to reveal the options available to your country of residence and the costs entailed. To estimate the total delivery time for pre-ordered items, please refer to your order confirmation for your estimated shipping dates.

All orders are processed Monday through Friday, excluding UK holidays. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated. In the event of a delay notified to you by Tricouni™ whereby you wish to cancel your order, any amount already paid shall be reimbursed as soon as possible. In all cases this reimbursement shall be no later than 30 days from the date of receipt of your notification of cancellation of the order.

Tricouni™ cannot be held responsible for unanticipated delivery delays beyond our control. We work closely with our shipping partner to minimise the potential impact of custom delays on our international customers.

 

WHAT ARE THE SHIPPING FEES?

Delivery charges are indicated separately on the order confirmation. When making your purchase select your country in order to see the shipping cost and options available. Detailed shipping charges can also be found in the DELIVERY AND RETURNS POLICIES AND GENERAL CONDITIONS.

 

AM I ABLE TO SHIP TO MULTIPLE ADDRESSES?

We deliver only to one address per order. If you prefer to send your purchases to multiple addresses, we recommend placing a separate order for each destination.

 

IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?

Your purchases are insured against accidental damage and theft whilst in transit from Tricouni™ to your shipping address. Once your parcel has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your package arrives safely and in good condition, we require proof of delivery for orders and are unable to authorise for parcels to be delivered without a signature. If you have specified a recipient who is not you for delivery purposes then you accept that evidence of a signature by them or at that delivery address is evidence of delivery and fulfilment by Tricouni™ and transfer of responsibility in the same way.

At the time of delivery of the products by the courier, you are required to verify:

(i) that the number of items being delivered matches to that indicated on the delivery note; and

(ii)that the packaging and its seals are undamaged, intact, and not wet or altered in any manner. Any damages to the packaging and/or the product, or discrepancies in the number of items or documentation must be immediately indicated in writing on the courier’s delivery note. Once the courier’s document has been signed and no objection has been noted, you may not make any objection to the exterior characteristics of the parcel.

Tricouni™ cannot deliver to P.O. boxes.

 

WHY ARE RESTRICTIONS APPLIED TO SHIPPING ON SOME ITEMS?

Because of international trade agreements and regulations, Tricouni™ must adhere to certain shipping restrictions. As we cannot deliver certain products to particular countries or postcodes, we recommend that you choose a different shipping destination.

 

HOW CAN I TRACK MY ORDER?

Tricouni™ will contact you during the order process to keep you informed of the status of your purchase. Should you have any questions during the process, please email contact@tricouni.com.

 

HOW MUCH WILL DUTIES AND TAXES BE?

All prices include VAT. At this time we are unable to provide a tax-back service for our online customers. If you believe you qualify for a VAT-exempt sale and would like to contact us, please do so at contact@tricouni.com.

For customs charges, see SHIPPING COST. These charges will also be detailed separately when you check out.

 

CHANGING AN ORDER

CAN I AMEND MY ORDER ONCE IT’S MADE?

Before your purchases have been prepared for dispatch we can modify your order and will make every effort to accommodate your request. If you need to make any amendments, please email contact@tricouni.com for assistance. Products that have been dispatched can be returned as outlined in these general conditions. This paragraph does not affect your statutory rights as a consumer.

 

RETURNS AND EXCHANGES

HOW DO I RETURN OR EXCHANGE AN ITEM?

To create a return or exchange authorisation, please contact us at contact@tricouni.com, quoting your order number, and we will respond to your request as soon as possible. You will be required to submit the returns form included with each delivery, indicating the code of the product name to be returned and, in the event of an exchange, the code, size and colour of the new item that you wish to receive. Please note that new orders are subject to product availability. We will inform you if we are unable to process and fulfill your order. To create a gift return, please email contact@tricouni.com and we will assist you further.

A request for a return or exchange must be made within 7 business days of the date of delivery and the merchandise must be returned within 14 days of purchase. Returns outside of this period are only accepted at the discretion of Tricouni™.

Before your purchases have been prepared for dispatch, we can modify your order and will make every effort to accommodate your request. If you need to make any amendments, please contact contact@tricouni.com for assistance. Dispatched products can, however, be returned as outlined in these general conditions. This paragraph does not affect your statutory rights as a consumer.

For online purchases, Tricouni™ will refund the purchase price of merchandise returned if it meets our RETURNS POLICY, a copy of which will be included with your delivery. Tricouni™ reserves the right to refuse the return of any merchandise that does not meet our returns requirements.

Products purchased online cannot be reimbursed or exchanged at Tricouni™ stockists.

All merchandise purchased through a stockist must be returned or exchanged at the stockist.

 

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be issued to the same card used to place the order, or as Tricouni™ credit. Shipping costs will not be refunded, unless your items are defective, or your order is cancelled under the ICASRs. All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside of the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs office directly. In the UK, you will incur no fee for returning or exchanging your order. A handling fee applies to returns outside of the UK see RECEIVING YOUR REFUND.

Every effort will be made to ensure a prompt refund. Returns to Tricouni™ will be processed within 30 days of receipt of the notification of the cancellation of your order. A confirmation email will be sent once your return has been processed and your account has been credited.

 

ARE DELIVERY CHARGES AND RETURN COSTS REFUNDABLE? 

Original shipping charges incurred at the time of purchase are non-refundable. In the UK, you will incur no fee for returning or exchanging your order. A handling fee applies to returns outside of the UK see RECEIVING YOUR REFUND.

 

CAN I RETURN OR EXCHANGE AND ITEM THAT I BOUGHT AT A STOCKIST TO TRICOUNI™ DIRECTLY? 

All merchandise purchased through a stockist must be returned or exchanged at the stockist.

 

GIFTS

HOW DO I SEND A GIFT?
During your online checkout process, you will have the option to include a personalised gift message and exclude the price from the delivery. All Tricouni™ orders arrive wrapped in our luxury packaging.

 

DECLINED ORDERS

WHY HAS MY ORDER BEEN DECLINED?

Please ensure that the address you are entering in the "Billing" field is the address registered with your bank and where you receive your bank statement.

If the system still does not accept your order, please contact your bank and then contact us at contact@tricouni.com and we will be happy to assist you.

If you have received an email from us informing you that your order has been cancelled, please replace a new order online, otherwise please contact us at contact@tricouni.com.

 

CONTACT US

WE WELCOME YOUR FEEDBACK

For any enquiries related to products or online orders please contact us at contact@tricouni.com.

For any press or marketing related enquires please contact press@tricouni.com.

For all other matters, contact email@tricouni.com.