FAQ's
Orders & Shipping
What’s going on with my order?
As soon as you place your order, we’ll send you a confirmation email! If you’ve ordered but haven’t received any confirmation, just email us at cs@trepacejj.com, and we’ll sort it out!
Can I make changes to my order?
If you need to switch out any items in your order, it’s totally fine! Just give us a heads up as soon as you can. Once our trusted couriers have picked up your order, we can’t make any changes, so it’s best to let us know early.
What happens if my package is returned to Trepace?
If your package is returned to us for any reason (such as failed delivery attempts, unpaid duties or taxes, or incomplete address information), don’t worry! We’ll handle it once the package is back in our warehouse.
Our Customer Experience Team will reach out to you via email to discuss your options. You can choose to have your order reshipped, but please note that you may need to cover the re-shipping costs. Alternatively, we can issue a refund. However, please keep in mind that if you opt for a refund, we can’t reimburse the original shipping fees, or any additional administrative costs associated with the return. This includes unpaid duties or taxes, refusal of the package, or abandonment fees.
Ordering from outside the UK:
For EU Deliveries:
All orders going to EU addresses will come with duties and taxes already paid by Trepace. We won’t cover any extra charges specific to your country.
For Deliveries Outside the EU:
Depending on how much you spend, you might have to pay customs or import duties for your Trepace package. If you do get charged, it’s your responsibility to pay. These charges can vary a lot from one country to another, and we can’t predict them. To avoid surprises, we recommend contacting your local customs office for more information.
Received the wrong or faulty item?
We’re sorry if you got something that’s not quite right. Please send us an email at cs@trepacejj.com with:
– Your order number- Name and description of the product with the issue
– Photos showing the problem: one of the whole item, clearly showing the fault, and if it’s a sizing issue, a photo next to a tape measure
– Please get in touch with us before sending the item back so we can guide you on what to do next.
Please keep in mind that when you return items, we’ll check them over. If it’s not a fault but just wear and tear, we might not refund you fully.
You can send back online purchases if they’re faulty or not as described within 90days of buying them. After that, we can’t swap or refund items unless they’re faulty, not as described, poor quality, or not what you ordered.
We’re not responsible for any damage that happens after the delivery, like if it’s from accidents, misuse, or washing clothes in a way that’s not recommended, like using too much heat or cutting them.
Examples of this kind of damage include:
– Signs of being used in the wrong way, or worn out
– Putting clothes in the washing machine and drying them on high heat, especially for Gi, No Gi, and casual clothes
– Cuts in the stitching or fabric
– Really worn out or damaged clothes
– Stains on the fabric
– Fabric breaking down from being damp for a long time.
Shipping & Charges:
For deliveries in Mainland UK, it’s a flat rate of £4.95 for courier shipping.We aim to get your order to you quickly! If you order before 1PM GMT, it’ll ship out the same day. Our couriers are speedy and deliver worldwide. Orders in the UK arrive in 1-2days, in Europe within 5-10 days, and to the USA, Australia, and Asia within 10-14 days.
We do our best to work with our trusted partners to get your order to you on time. However, if there are any unexpected delays, we’ll do our best to help, but we’re not responsible for these delays as they’re out of our control.
For orders outside of the UK, customers are responsible for any duties and taxes on import.
How can I track my parcel?
Just use the tracking number we sent you by email to see exactly where your package is with FedEx, UPS, DPD, or Royal Mail. If you’re not sure where it is, drop us an email at cs@trepacejj.com, and we’ll assist you!
Payments
What payment options are available?
You can pay using PayPal or any major credit/debit card!
Currency Conversion:
Trepace is based in the United Kingdom, so we only accept payments in UK Pound Sterling (£). When you buy from our UK store, the total price you pay will be in UK Pound Sterling. Depending on the exchange rate given by PayPal or your credit/debit card provider, you might pay a bit more or less than the listed price. We suggest checking with your card provider to get the right exchange rate before buying. Any import taxes and duties will be your responsibility and will need to be paid in your local currency.
Returns & Exchanges
At Trepace, we fully stand behind our products, so if you need to return an item because it’s not right for you or it’s faulty, you can shop with confidence.
Here’s what you need to know about returns:
– You have 90 days from when you got your delivery to return the product.
– Products must be unworn, unwashed, and still have all the tags on them. They should be in their original packaging and in good condition for resale.
– If you return an item that’s damaged, worn, or not suitable, we won’t be able to give you a refund.
– When we get the returned items, our team will check them over.
– If you’re returning a set, like a Gi jacket, pants, and belt, they all need to be returned together.
– If you ordered more than one item, you can return them individually or together. But we’ll only refund your shipping costs if you return the whole order.
– If you got the wrong item, something’s missing from your order, or there’s any damage, just email our Customer Experience Team at cs@trepacejj.com, and they’ll help you out.
How do I return my products?
Here’s how to return your items:
- Go to our Returns Portal using the link below. You’ll need your order number and the email address you used when you placed the order.
- Choose which item/s you want to return and why. This helps us improve and make sure you’re happy with your future purchases.
- Pick how you want to return the item/s. You can exchange it for a different size or item, get store credit for (UK) customer only, or get a refund.
- Pack up the item/s you’re returning and take them to a drop-off point of your choice to send back to us.
Do I need to pay for a return label?
Yes, you’ll need to pay for the return label. But if your item is faulty, contact us at cs@trepacejj.com, and we’ll send you a prepaid return label.
When will I get my refund if I asked for one?
Once we get your return, we’ll check it to make sure we can accept it. Once it’s approved, you’ll get your refund within 7 working days.
How do I return multiply items?
If you need to return more than one order, please log each return separately on our return’s portal. But you can put all the orders in the same package to save time and money on return labels.
International Customers:
International customers have to pay for all return shipping costs to Trepace.
Here’s what to do:
– Fill in the details above with your order number and email address.
– Choose the item(s) you want to return.
– One of our team will approve your return request and send you details on where to send your return.
– If you’re sending the goods back yourself, make sure you use a reliable courier like Special Delivery or Recorded Delivery.
– We recommend using a traceable method for returns because we can’t take responsibility for lost items.
– Keep your proof of postage until you get your refund. This is your proof that you sent the items back.
– If your parcel gets lost, we won’t replace or refund your item unless you have proof of postage.
– We’ll refund the value of the items you sent back, minus the cost of the original shipping charge.
How do I know you got my parcel?
We’ll send you an email to confirm that we got your parcel.
Table of Contents
- Orders & Shipping
1.1 Ordering from outside the UK
1.2 Received the wrong or faulty item?
1.3 Shipping & Charges
1.4 How can I track my parcel? - Payments
- Returns & Exchange
3.1 How to return your item?
3.2 Do I need to pay for a return label?
3.3 When will I get my refund if I asked for one?
3.4 How do I know your got my parcel?
3.5 How do I return multiple items?
3.6 International Customers
