FREQUENTLY ASKED QUESTIONS

ORDERS & DELIVERY

ALL PRICES ARE IN USD

We are pleased to offer both economy and express shipping options for your convenience. While economy shipping provides a cost-effective solution, it does entail longer transit times compared to our Express service.

Our standard procedure for order processing typically spans 3-7 business days, from Monday to Friday, excluding public holidays. This process includes meticulous payment verification, comprehensive quality checks, and careful packaging. Please be advised that certain items may have varying processing and shipping times.

It is important to set appropriate expectations; express delivery standards should not be assumed for economy shipping. Throughout the shipping process, estimated delivery times may be subject to adjustments due to unforeseen events. Occasional interruptions in tracking updates or transit delays may occur, particularly with economy shipping. However, rest assured that such occurrences are routine and do not signify any issues with your shipment.

Should your order exceed the estimated timeframe or if you have any inquiries, our dedicated team stands ready to assist you promptly.

Please note that emails sent after 1 p.m. on Thursdays or over the weekend will be addressed on the following Monday, with the day of receipt considered as day zero. While our goal is to respond to all inquiries within 24 hours, please understand that response times may vary and may take up to 72 hours, depending on the volume of requests received. We kindly ask that you refrain from sending multiple emails, as each query is handled with care. Additionally, please be aware that we do not respond to repeated questions that have already been addressed or are easily accessible on our website.

As part of our commitment to maintaining a professional environment, we uphold a zero-tolerance policy against inappropriate conduct towards our team members. We expect all interactions to be conducted with courtesy and respect. Upon receiving our correspondence, we kindly request you to thoroughly review the provided guidelines and instructions to ensure your understanding before sending additional emails, facilitating seamless communication. Your cooperation in this matter is greatly appreciated.

Where is my order?

Track your order here:

Enter your order number. Pssst...It's on your order confirmation or dispatch email.)
Your order could be in a couple of places: our warehouse, awaiting dispatch, with the courier on its way with the courier, or delivered.
Got a dispatch email? Good news, it's on its way.
You can track your order at the bottom of this page using your order number, tracking numbers, or email address. If you haven't got your dispatch email (don't forget to check those junk folders) your order is waiting to leave us.
Once you have the dispatch email you can track it via the link in the email or by using the track my order section at the top of this page.
If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

Why is my order late?

Orders placed on weekends will be acknowledged on the following business day, with processing beginning the next business day.
Processing times may be extended during peak periods, natural disasters, or pandemics.
Due to the impact of the global COVID-19 outbreak and other hectics, it may affect the delivery schedule to some destinations and your orders may experience shipping delays. We suggest you keep abreast of the latest logistics situation when necessary.
Double check the delivery option you selected to confirm the day it should arrive. You can check delivery timescales here. If it's after 9pm on the expected delivery date then it’s late (Same Day Delivery cut off is 11pm). Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your delivery date has passed, please contact here with your order number and we will get back to you ASAP.

Compensation for late delivery:
- We offer compensation for late delivery: $5 for standard shipping and $10 for express shipping.
- Alternatively, we may surprise you with a random gift.
- You can expect to receive your compensation within 48 hours after notifying us.
Why was my order cancelled?

If you've placed an order and received a cancellation email from us, we're really sorry. This will usually be because the stock wasn't in the warehouse when we processed your order.
If we haven't captured your payment, there's no need for a refund as the funds will remain in your account. However, if your payment has already been captured, you'll receive a cancellation email and a refund will be issued to the original payment method used.
The refund may take up to 7 days - this is the banking process and not something we can speed up.

Can I cancel or edit my order?

In order to make changes or cancel your order, please reach out to us within 60 minutes of placing the order.
Requests received after this time may not be possible to accommodate, as the order is processed immediately at the warehouse.
Additional fees may also apply in such cases. Therefore, we advise you to double-check your address and delivery details before placing the order.

Can I change the delivery address on my order?

As soon as you place your order, we’re on it—we know you need it fast! Unfortunately, this means that, in most cases, we will be unable to make any changes to your address.
In order to make changes or cancel your order, please reach out to us within 60 minutes of placing the order, we maybe able to help.
Additional fees may also apply in such cases. Therefore, we advise you to double-check your address and delivery details before placing the order.

Missing item(s) from my order?

If you are missing one or more of the items you have ordered it may be down to the following:
- You may have not added it to your basket, please check your order confirmation and descriptions for the product you think may be missing.
- The item you are missing may have been out of stock; please check your emails (including junk or spam) to see if you have been sent a message about this. The rest of your order will have been shipped.
- If it is a small item, please check in and amongst the other products in case it is hidden.
- You placed a large order,, which could mean your items are arriving in more than one bag. please check your dispatch email for more than one tracking link where you can find an update.
If none of the above apply and you are still missing your item please contact our Customer Service team within 24 hours of your order being delivered, and they’ll be happy to help.

My tracking is showing that my parcel is being returned to sender

The carrier has been unable to deliver your parcel to you (you may not have been in, or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back, and we'll give you a refund after dection when it does. Please note that shipping and restocking fees may apply, and a typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.
If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout e.g. time-specific delivery or locker collection if offered in your delivery location.

PAYMENTS & PROMOTIONS

All prices are listed in USD

Promotions & discounts

If you have a promo code/discount code please enter it at the billing and payment step of the checkout – it can’t be applied on an order that has already been placed.
Having issues redeeming your discount?

Your code might have expired.
You can only use one code at a time.
Some of our codes only work when you select a specific delivery option such as our next-day delivery service.
Double check you haven't mistyped the code.
Check you've only picked products valid in the promotion.

How do I use a gift voucher or online credit/ gift card?

Just add your code to the ‘Redeem Gift Voucher’ box at checkout and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift voucher, the balance remains for next time.
Please note, gift card/ voucher are available for purchase here.

Gift voucher not working

Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at checkout – if you put it in the promotion code box it won’t work.

How can I pay for my order?

Payment options

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, Giftcards and prepaid debit cards.

Please note:

All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

Gift Vouchers/ Online credit

If you've been gifted or offered a Tres Elite voucher/gift certificate, then yes we accept those.

Shop now, Pay later ( Put it on Lay-Buy)

Our Lay-Buy Plan is here! It's a flexible and affordable payment option for shop lovers. Just select "put it on lay-buys" as your payment method at Checkout (after choosing your shipping method). Pick your payment percentage and the number of months to pay off the balance, and voila! Your items will be shipped once all payments are made.

HOW IT WORKS

Lay-Buy makes it easy for you to buy the products and services that you need by paying for them via a down payment and monthly instalments.
AFFORDABLE: Our calculator allows you to select the down payment you can afford to today and the amount of months you need to pay off the product.
CONVENIENCE: Payments are automatically setup between you and the seller with no manual payments by either party.
FLEXIBLE: You can settle a Lay-Buy order earlier at any given time.
CHOICE: The buyer gets to select the down-payment % they wish to pay immediately, and how many months they want the Lay-Buy to run for.

5 SIMPLE STEPS

CHECKOUT: Select Put It On Lay-Buy payment option at checkout.
CHOOSE YOUR PLAN: Payment calculator makes it easy for you to set up your own payment plan.
PAY DOWN-PAYMENT ONLY: Pay only down-payment portion amount.
SCHEDULED PAYMENTS: Payments are then processed on the scheduled date YOU set.
RECEIVE MERCHANDISE: Receive the item or service shortly after your last payment. No interest charges ever, no membership fees ever – NO DEBT.

WARNINGS:

Please spend responsibly.

Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.
For any more info just click here as Lay-Buys is right on hand for quick and simple, self service solutions.

Lay-Buys FAQs

For a full list of Lay-Buys FAQs, please click here

Lay-Buys Customer Service

For customer service queries, you can contact the Lay-Buys customer service team here

Lay-Buys Terms and Conditions.

Click here for Lay-Buys Terms and Conditions.

Disclaimers:

We acts as an introducer and not a lender of unregulated credit products provided [exclusively] by Lay-Buys.

Payment issues

Payment Error

If you're experiencing error messages when making a payment, firstly, make sure you have inputted the correct details. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'contact us' tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible:
What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
What payment method you were trying (e.g. PayPal, Visa)
A description of the problem and what time the problem occurred
If you get an error message, please include it in your message to us

Payment Declined

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your account.
If the above doesn't help, your credit card company or bank will have more information.
If using PayPal, please contact PayPal directly if your payment has been declined.

MANAGING MY ACCOUNT

How do I change my email address?

Tap View account settings. Log in to your account. In the Details section, tap Change email. In the New email box, enter your new email address.

How do I change my delivery address?

How do I change my contact preferences?

You can choose how you'd like us to contact you. If you don't want to hear about great new offers, just log into your account, click on contact preferences, and uncheck the boxes.

How do I change my password?

If you know your password, its simple! Log into your account using your current password, and then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page, select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by contact us.

How do I change my payment details?

Log into your account, select payment details, and either add, delete, or edit your payment options.

Currency & Language:

All prices are in USD.
To select the local currency or language, click on the drop-down menus in the upper-right corner of the page.

ERROR

Errors can occur, and if you come across a situation where a product's price is unexpectedly lower on our website than its actual value, we're committed to either honoring the displayed price or offering suitable alternatives to our valued consumers.

PRICE MATCH

Kindly note that a price match option is not available.

Duties:

We cover most duties, but occasionally clients may be asked to pay extra costs for which they are liable.
Good to know:

There are no customs fees for US goods under USD $800.00, Mexican orders under USD $50, Australian orders under USD $756, or Canadian orders under USD $40 or CAD $60.
Duty-free on all local orders delivered to all EU addresses from European fulfillment centers and to all other local shipping destinations from other local warehouses (please check the product description to see where it shipped from).

Ukraine and Coronavirus updates:

We continue to deliver your purchases despite the Covid-19 problem and hectic periods.
You may receive different shipments for the same order, as we have international distribution centers.
Shipping timeframes may take longer if any of the items in your order are from one of our special order catalogues.

Special orders:

Our special order products (including sale, clearance, wholesale, trade, made-to-order, personalized, customized, and pre-ordered items) are final sales and may take 3–7 business days to ship. Wholesale and trade orders may take 4-6 weeks. Processing times may be longer during peak periods, natural disasters, or pandemics.

Shipping:

We ship almost everywhere, with warehouses in Asia, America, Europe, and the Middle East.
Buyers are responsible for any customs and import taxes that may apply.
We are not liable for customs delays.
For more information about International Shipping, please click here
For more information about general Shipping & Handling, please click here

Express Shipping:

We provide expedited shipping options for an extra fee.
Orders are typically delivered within 3-7 business days.
Contact us within 60 minutes of placing your order to request an upgrade to express shipping.
An additional cost will apply for this option.

Order processing:

Our standard processing time for order fulfillment is typically between 3-7 business days.
We begin processing orders immediately upon receipt.
To modify or cancel your order, contact us within 60 minutes of order placement.
Requests received after this timeframe may not be accommodated, and additional fees may apply.
Processing times may be extended during peak periods, natural disasters, or pandemics.
Orders placed on weekends will be acknowledged on the following business day, with processing beginning the next business day.

Compensation for late delivery:

We offer compensation for late delivery: $5 for standard shipping and $10 for express shipping.
Alternatively, we may surprise you with a random gift.
You can expect to receive your compensation within 48 hours after notifying us.

Item Not Found Explanation:

Upon inputting your tracking number and receiving this notification, it is because of the following potential reasons:

Incorrect Number: The entered number might be incorrect. Kindly review and re-enter it. For further information on tracking, delivery notice cards, and reference numbers, consult the email we sent to you.
Shipping Label Creation: The fulfillment center successfully generated a shipping label, but the post office has not yet collected or received the item from the fulfillment center.
Delayed Tracking Update: Although the package might be received, the tracking number has not been updated within the system. This delay could take up to 5 business days to resolve.
International Shipment: In the case of a local country tracking number, it could pertain to an international item that has not yet reached your country. Consider tracking the item on the website of the international courier that initially shipped it, utilizing the original tracking numbers.
Lack of Tracking Inclusion: The chosen shipping method for this item might not encompass tracking.
Non-Tracked Courier Service: The fulfillment center or supplier dispatched this item through a courier service that lacks tracking capabilities.
Aging Tracking Number: If the item was shipped over a year ago, this scenario arises when an old tracking number is entered.
Updated Information: These outcomes reflect the latest updates in the general courier system. Nevertheless, our customer service representatives might possess additional internal information to provide further insights.

Explanation of Shipping Statuses:

"Departure from Outward Office of Exchange": This status implies that the parcel is prepared for an export customs security scan. Upon successful completion, it will be forwarded to the airline.
"Arrival at the Inward Office of Exchange": This status signifies that the parcel has reached the import customs office in the destination country. Subsequent to the import customs clearance, the parcel will be handled by the destination country's postal service provider.
"Import Customs Scan": This status has three potential interpretations:

a. If the parcel originated overseas and displays the recipient's country as its location, it denotes that the parcel has arrived at the import customs of the destination country. It will be delivered upon the completion of customs clearance.
"Sent to Airline": This status suggests that an overseas package has been handed over to an airline company. However, it does not guarantee that the parcel is on an aircraft.
"Electronic Data Received" Status: If your tracking result indicates solely "Electronic data received," it means that the seller/shipper has acquired a tracking number from the postal company but has not yet dispatched the goods.
"Shipping Notice Received" Meaning: When you encounter the phrases "Shipping notice received" or "Logistics order has been created," this indicates that the seller/shipper has acquired a tracking number using shipping software from the fulfillment center or supplier, yet the goods have not yet been shipped.

Parcel Delivery Issues:

If your tracking results reveal that the parcel has arrived in the destination country for an extended period without delivery information, it generally indicates a delivery problem. Possible reasons include incorrect address details, import customs hold, recipient unavailability during delivery attempts, or absence of a P.O. Box number on the parcel.

Abbreviations Explained:

Six-capital-letter abbreviations such as CNBJSA, CNSZXA, USSFOS, USLAXD, BEBRUV, DEFRAA, GBBELA, and CAYMQA represent International Mail Processing Centers. Comprehensive information about the sorting center where your parcel is currently located can be obtained from the International Mail Sorting Centers.

LEGAL & DATA PROTECTION

Your data

We have updated our privacy notice to ensure we’re complying with new changes in data protection law. You can find out more about your rights, choices and how we use your information in our new Privacy Policy.
These rights include the ability to control your marketing preferences. You can tell us you no longer wish to continue receiving marketing information from us at any time. If you would like to update your contact preferences, you can do this by logging into My Account and editing your ‘Contact Preferences’. If you’ve forgotten your password, at the account log in page, select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.
If you don’t have an account, you can also unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing emails.
Please allow up to a week for this to be processed. If you have any other queries in relation to how your data is managed, you can contact us here.

Terms of service

Please click here

Returns policy

Please click here

For more information or any questions, please refer to our terms and policies or contact us directly. We value your business and are dedicated to providing you with the best possible customer experience.

Quick answers