RETURNS & EXCHANGES

I want to exchange my item, how do I do this?

Should you wish to exchange a returned item, please make a clear note on the returns/cancellation form to avoid any confusion and send it to the following address –

Tribeur

Returns Department

27 Old Gloucester street, Bloomsbury

London

WC1N 3AX

United Kingdom

What is your returns policy?

We will accept returns and exchanges within 15 days of receiving delivery of your parcel for a refund, except for vintage purchases. The item must be returned in its original state with all tags still attached. Garments that are returned with signs of being worn or delivered to our returns team outside of the stated 15 days policy window will not be accepted.

Please note that vintage purchases are final and that we will not accept returns. Also, please note, all Swimwear will not be accepted for return.

Can I exchange for a different item?

If you wish to exchange for an alternative item to your original invoice please make a clear note of this on return form.

If there is a difference in price we will either contact you in order to pay the difference or automatically refund the remaining balance to your original payment method.

What if the item requested for exchange is out of stock?

We will process a refund for the returned item once the customer has agreed, and are unable to select an alternative.

You will be notified of this by email.

Why haven’t I received my exchange?

Please allow us 1 – 3 working days to process your exchange upon receipt of your return.

All exchanged items will be shipped out with express shipping. For estimated delivery times please see “When can I expect my delivery?”

What is your returns address?

Please return your unwanted item(s) to the following address –

TRIBEUR

Returns Department

27 Old Gloucester street, Bloomsbury

London

WC1N 3AX

We always recommend you use a tracked delivery for your returned parcels, as we cannot be held responsible for any lost deliveries.

What do I need to include in my return?

Please ensure you include a copy of your original invoice with a completed return form indicating which item(s) you wish to return where appropriate.

Failure to do so can cause delays in your refund being processed.

I’ve lost my invoice, what should I do?

If you have misplaced the invoice that came with your order please always include your name, order number and contact details within your return parcel, where possible always include your order number.

Will my postage be refunded?

We do not provide refunds for postage costs, unless otherwise stated.

What if I have received a faulty/wrong item?

Unfortunately, mistakes can happen. In cases as such as this we ask you to please send the faulty/wrong item back to us with a clear note and we will either send out a replacement or refund you the full amount.

How long will it take for the funds to appear in my account?

Your refund will be processed within 1-3 days of receiving your return.

Please allow 3 – 7 working days for the funds to appear in your account, however typically transactions are complete within 3 days. Please note, this time is taken by the bank to process the transaction.

Why haven’t I been refunded?

On occasion returned items may not have reached us, which is why we always recommend you ship your unwanted item(s) with a tracked delivery service.

We will do everything we possibly can to assist with this situation, please contact us to discuss this further on hello@tribeur.com

Do I have to pay for return shipping?

We do not currently provide return postage, however this is something we are looking into for the near future.

Can I return sale and clearance items?

Items purchased on sale or items with a promo code are strictly settled with store credit. We cannot accept these items for refund.

DELIVERIES

How much will my shipping cost?

UK Next Day Delivery (when placed before 2pm GMT) – £7.00

UK Pre 9:00AM Express Delivery (when placed before 2pm GMT) – £20

UK Pre 12:00PM Express Delivery (when placed before 2pm GMT) – £10

International Express Delivery – Calculated at Checkout

When can I expect my delivery?

UK Delivery – when ordered before 12pm

Next Day Delivery

Next Day Delivery before 12pm

Next Day Delivery before 9am

Northern Ireland, Scottish Highlands and the Isles – 1-2 working days

Please note this applies only to working days. We cannot guarantee weekend delivery with our Next Day Delivery option.

International Delivery – when ordered before 12pm (GMT)

 

Price of which is dependent on location and weight.

Please note this applies only to working days. We cannot guarantee weekend delivery.

What if I have received a faulty/wrong item?

Unfortunately, mistakes can happen. In cases as such as this we ask you to please send the faulty/wrong item back to us with a clear note and we will either send out a replacement or refund you the full amount.

What happens if my parcel gets lost?

Unfortunately parcels do sometimes go missing in transit, we ask you to please allow for the required 10 working days to pass from your order date to allow us to start investigating this issue.

Which Couriers do you use?

For all deliveries we currently ship with My Hermes

Which countries do you ship to?

We deliver to all countries worldwide, however please bear in mind the following –

– We cannot deliver to P.O Box addresses.

– For all Russian and United Arab Emirate orders a commercial address must be provided, as unfortunately DHL cannot deliver to a private address.

How do I track my order?

Customers will be emailed tracking details once their order has been completed.

All customers should use the following link – https://www.myhermes.co.uk/tracking-results

With My Hermes On Demand Delivery service it is possible to reschedule your delivery, leave your parcel with a neighbour, in a safe place or collect from one of their many collection points.

Can I cancel my order?

Please contact our customer service team as soon as possible on hello@tribeur.com

I’ve made a mistake can I change my order?

No worries, if you do make a mistake when placing your order, please contact our customer service team as soon as possible on hello@tribeur.com

 

 

 

 

 

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