Terms & Conditions

I AM HAVING DIFFICULTY PLACING AN ORDER ?

We are sorry to hear you are having trouble placing an order. The easiest solution is to contact our customer's service team at info@dtrois.com and we will be happy to help deal directly with your issue.

 

CAN I CHANGE MY ORDER ONCE PLACED ?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items. email info@dtrois.com

 

DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES ?

Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these annoying charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

 

DELIVERY DETAILS

We use Royal Mail (signed & Tracked)

UK - Tracked & Signed ( 1 - 3 working days) - £5.00
International - Tracked & Signed (3-10 days) - £15.00

 

WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED ?

As soon as you have received your email from us with your Royal Mail tracking number, you will know it has left our warehouse on this date.

 

WHAT PAYMENT TYPES DO WE ACCEPT ?

We process our Payments through Paypal. , if you  If you do not have a PayPal account, it still allows a wide range of payment card options.

CAN I TRACK MY ORDER ?

All orders are shipped using the Tracking Number Provided sent you by email and can also be found in your customer account

 

CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY PAYMENT ADDRESS ?

We only send out items to a 'confirmed' address i.e. your billing address. If your address is 'unconfirmed', i.e. different from your billing address, we will send you an email asking you to provide a valid reason for change in address. Please note that emails will only be sent to the email address used to make the purchase through PayPal.
We are required to confirm your identity in this way as a security measure against fraud.
We cannot change the delivery address of a parcel once your order has been placed.

 

MY COUNTRY'S CUSTOMS DEPARTMENTS HAVE REQUESTED MORE INFORMATION ?

Each country will have their own goods import procedures and these can vary across countries. From our experience US customs do require at times further details of a high value order, such as manufacturer details/IRS number at times. If you have an order in customs, please contact customer services at info@dxpechef.com quoting your order no and we can help you resolve the matter as fast as possible.

 

WHAT IF MY ORDER IS NOT CORRECT ?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at info@dtrois.com , and we will look into it. Please include your order reference at all times when e-mailing customer services.

 

HOW DO I RETURN AN ITEM OR AN ORDER ?

We do not accept returns but we do accept exchanges if you are unsatisfied with an item you have 30 days to exchange for another product or store credit which can only be used on the official D'Trois website. All items being exchanged must be unworn in original condition. For more information please Email: info@dtrois.com 

SALE ITEMS: Sale items cannot be returned or Exchanged. Please ensure that you have carefully reviewed your order before finalizing your purchase. For more help please contact: info@dtrois.com

To exchange your order simply follow these steps:
- Please ensure you have read and understood thoroughly how to exchange an item.
- Clearly write a personal note explaining the issue along with your order number.
- Return the item along with the written note by recorded delivery to

-D'Trois HQ 6 Waid Close, Dartford, Kent, DA1 1UL

-Please always obtain proof of postage and tracking number when sending back a parcel. We are unable to assume responsibility for any lost or damaged items.

-Please email info@dtrois.com with subject; Return or exchange and your order number. Please then state the reason for return or exchanage along with your package tracking number and delivery company used so we can track the return.

- Once we receive your order and passes inspection, you will be offered an exchange or store credit.

- We always try to process exchanges as soon as they arrive. However, please allow up to 14 days for your exchange to be processed.

 


D'Trois
www.dtrois.com
info@dtrois.com

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