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Why is my order cancelled?

If all or part of your order is cancelled, you will receive an order update notification via email. You will only be billed for items that have successfully shipped. Once all or part of an order is cancelled, it cannot be reprocessed and a new order must be submitted again for different product/s.

  • Note that we may not accept backorders for products that have become unavailable.

CANCELLATIONS DUE TO ORDER PROCESSING DIFFICULTIES

Partial or full cancellations of an order may occur for various reasons, in most cases, your order canceled because your payment was not successfully processed.
  • This can be due to:
    • An item may become unavailable during fulfillment if the product is discovered to be damaged or defective. We will attempt to source the ordered item/s at all of our fulfillment locations prior to cancellation. If you receive a cancellation notice, all sourcing attempts have failed.
    • Difficulty in processing your payment information
    • Inability to ship to the address provided
  • Difficulty in processing your payment information: 
    • You reached your maximum of allowed payments on a PayPal guest account. There can also be other limitations: in all these cases, please contact Paypal.
    • A failure occurring with your bank or payment method. Check with your bank if there are any issues, payment limitations, or if you have enough funds available
    • The pop-up for payment information was blocked by a firewall or was clicked away. Disable any pop-up blocker and place a new order.
    • Fraud prevention restrictions by the credit card company, which can lead to orders being canceled based on the IP address you used. Use a different payment method, or find another computer or location to perform the payment.
    • Inability to ship to the address provided, ie:
      • Your house number is missing in your address. Even if your address usually doesn't have one, you still need to add it. If your neighbors have a number, count from there on or add a "1" as house number.
    • 3D Secure (3-domain structure) Authentication, also known as a payer authentication, failed. This is a security protocol that helps to prevent fraud for online credit card and debit card transactions. It allows banks to request extra details from a cardholder to verify a purchase. This step from your bank/payment provider gives an extra layer of protection for transactions to prevent payment fraud. If you receive a "3D Authentication failed" error, it means that you have not entered the required information successfully and the order cancelled automatically. You will need to place a new order in our online shop and make sure that you follow the 3D Secure authentication at the checkout. If the error remains, please contact your credit card issuer – which is usually a bank – for additional information. Meanwhile, you can try a different payment method to place your order. 
  • If none of these apply to you, or if you need more help, please let us know.

Tip: If there’s a cancellation, since the order stays in the warehouse, you don’t get charged. As well, funds put on hold return to you. Très Elite does not charge for unshipped products, cancelling an order is the same as requesting a refund. Following the cancellation of an order not yet dispatched, Très Elite will instantly initiate the refund procedure, and the held money is automatically returned to your account upon cancellation. Please check your bank account to verify the current balance.

Please note:

If you want to re-order, please make sure to follow the instruction above. When the payment is successful, we will send a confirmation e-mail with the invoice. You can also verify if the payment was successful on your side in your bank or credit card account.

    Introducing our Lay-Buy Plan! It's the perfect payment solution for all shopaholics out there. At the Checkout page, just select "put it on lay-buys" as your payment method (after selecting your shipping option). You can choose the payment percentage and number of months to pay off the balance. Once all payments are completed, your items will be shipped to you. Easy-peasy! Click here for more information.

    Verification, Shipping, and Currency Policies

    • Très Elite is committed to providing high-quality products to customers around the world. We strive to make the shopping experience as smooth as possible by providing clear and concise information about our verification, shipping, and currency policies. Here's what you need to know: 

    Verification

    • Product Sizing: Please Allow for Nuances We take manual measurements to ensure the best possible sizing information. Please note that there may be slight nuances in the product dimensions.
    • Shipping Address Verification: To ensure timely delivery, we only ship to your confirmed address. Please make sure your shipping address is correct before completing your purchase.
    • Order Confirmation and Verification: Upon receiving your order, we will send you a confirmation email once it has been authorized and verified. We immediately start preparing your order once it has been verified. Due to this time-sensitive process, it may be difficult for us to change or cancel your order. However, we will do our best to assist you with your request.
    • Receiving Time: Receiving time equals processing time plus shipping time. It usually takes 3-7 business days for us to process your order, excluding holidays and weekends. We typically ship most orders within 1-4 business days of payment confirmation. Please note that special orders such as trade orders, bulk orders, pre-orders, made-to-order, and customize products may have different processing and shipping times. Please contact us for more information.

    Currency Policy:

    • When making a purchase, customers will be charged in USD. The display currency is for information purposes only and is based on the exchange rate updated daily.

    Sales Tax

    • Sales tax is separately calculated and collected in connection with items ordered from a merchant through the TresElite.com site unless explicitly indicated as such in the ordering process.
    • Items ordered from the merchant may be subject to tax in certain states, based on the state to which the order is shipped.
    • If an item is subject to sales tax, the tax is generally calculated on the total price of purchase, excluding shipping and handling charges, gift-wrap charges, and other service charges, less any applicable discounts.
    • The actual taxes that will be charged to your credit card will be calculated at the time your order is processed and will appear in your order confirmation notification.

    Shipping options for trade, wholesale and bulk orders

    General Shipping and Delivery

    Notifications

    • We'll send a shipment notification email when the item leaves our warehouse. This email includes the carrier name, tracking number, and a link to the tracking information.
    • If you purchase a Très Elite Gift Card by email, we'll send you an email notification once we send the gift card to the recipient.
    • Once your order is shipped or available for pickup, we'll send you a message that includes your order number and a link to the tracking or pickup address information.

    Shipping Locations: Our main shipping warehouse is located in Vancouver, British Columbia. Sometimes, we ship directly from our vendor to you from all over the world, whichever more convenience. We reserve ourselves the right to determine the shipping location

    International Shipping: We currently ship to over 150 countries worldwide. Très Elite has international warehouses based in Asia, America, Europe, and the Middle East. Our team ensures that your order is processed as quickly as possible. Your order will dispatch from the nearest warehouse when possible, and you may receive different packages for the same order.

    Prices, Styles, and Items: Prices, styles, and items may vary by country. Please choose your shipping destination on the product page if required.

    Shipping Address: You can only ship items to one address and cannot choose different addresses per order. However, your shipping address can be different from your billing address for gift orders. Please leave us a specific note at checkout if needed.

    Shipping Time for Specific Countries: If the shipment is sent by Russia, Turkey, Singapore, CP Air Mail for less than 2kg goods, it will generally take 25-45 working days (some countries can be much longer) to arrive, depending on your location.

    Express Shipping: Express shipping is available upon request. Please contact us for a quote before making your purchase.

    Overnight Shipping: All overnight orders must be placed by 1 pm PST to be processed the same day. Otherwise, they will be processed the next business day.

    Shipping Cost: Shipping costs are calculated based on the weight, size, and distance of the item. To keep costs low, Très Elite passes on any shipping discounts received from shipping companies directly to customers. Shipping fees are automatically added to eligible orders, before taxes, at a flat rate, no matter where the order is being delivered within Canada, USA, and EU. 

    • We offers a variety of shipping methods to meet customer needs, including Standard Shipping which is free on all orders equal or over USD$125. Please note that applicable shipping fees apply to some specific products.
    • If you ordered multiple items, you may receive separate shipments. You will receive a Shipment Notification email for each shipment with the carrier's name and track information, if available. Customers will not be charged more for shipping than the amount originally quoted at the time of purchase.
    • If you choose another shipping option or are shipping internationally, you may not be eligible for free shipping. It may also be possible that one or more of the items in your order is not eligible for free shipping or in restricted areas which require an extra shipping fee.

    Shipping to Canada

    • For purchases of $125 or more, standard shipping to Canada is complimentary. For purchases of less than $125, postage is $14.99. If you have any questions about this offer, please contact us.
    • While we do provide free ground shipping for purchases over $125 within the continental United States, Canada, and the European Union, this offer might not be valid if you choose a different shipping method or if any of the items in your order are not eligible for free shipment. Also, depending on the nation or state to where it is transported, sales tax may be applicable to your order.
    • Unless otherwise stated, we usually do not require a signature for packages sent within Canada. The delivery person will exercise their discretion in deciding whether or not to leave the goods unattended. In the event that they are unable to deliver the box, they will leave a note at your door directing you to the location where you can pick it up. We kindly ask that you do so promptly to minimise any inconveniences.

    Package Delivery and Pickup

    If your order is shipped, and the tracking information shows that it was delivered, but you haven't received it yet, please contact your local post office. If you run into any problems, please contact us and we'll assist you as soon as possible.

    You don't need to sign for packages from us unless otherwise specified. The package will be left at your doorstep at the driver's discretion. If the package is not left at your doorstep, there will be a note left at your door letting you know that they tried to deliver it. Depending on the item and delivery service used, the note may give you a location where you can pick up your package.

    If your order needs to be reshipped due to non-delivery or non-pickup, you may incur additional shipping charges.

    • Arrival Time
    • Arrival time with free shipping is not guaranteed, but usually, your regular order will be delivered within 5-15 business days.
    • We won't delay shipping if it means we'll miss the expected delivery date. Delivery estimates are calculated based on the estimated shipping date and transit time (the time it takes a package to travel from our facilities to your destination address).
    • The transit time is calculated using business days, and holidays are also taken into account when calculating the transit time.
    • For international orders, please note that orders shipped internationally may be subject to customs clearance procedures that can cause delays beyond the original delivery estimates.

    Customs Duties and Import Taxes: We ship globally under DDU (Delivery Duty Unpaid) and are not responsible for any customs duties or import taxes. The invoice will show prices exclusive of duties.

    Overseas Products

    • Overseas products are sold by sellers from outside Canada.
    • The majority of our overseas products will be shipped within 7-15 business days.
    • Returns due to a customer's change of mind are not allowed for these products.
    • Manufacturer warranty may not be valid on overseas products. We strongly recommend that you find out more about the claim process with the manufacturer/service center before making the purchase.
    • Overseas products from Très Elite Marketplace will be delivered to all Canadian addresses under DDU and may require you to pay for duties upon delivery.
    • You can identify overseas products by looking for "Shipped from Overseas," "Shipped from...," or "Origin of the label..." stated on the respective product page. In case of any doubt, please reach out to our Customer Service at www.treselite.com/contact.
    • To avoid paying duties, please choose products that are shipped from local warehouseif if possible. 

    Important Information to Consider When Purchasing Overseas Products

    Many of our products are from oversea suppliers. When buying products from overseas, it is essential to be aware of the potential differences in warranty, manuals, safety warnings, and standards, among other things. Here are some important points to keep in mind:
    Warranty Conditions:

    • Warranty conditions may vary by product and may not extend to the destination country. Therefore, it's crucial to check the individual product pages for details before making a purchase or contact us for more information to avoid any inconvinience.

    Manuals, Instructions, and Safety Warnings:

    • Product manuals, instructions, and safety warnings may not be available in the destination country's language. Thus, it's essential to confirm this before making a purchase, the easiest way is to contact us.

    Design and Labeling:

    • The products and accompanying materials may not be designed in accordance with destination country standards, specifications, description, and labeling requirements. This can be a potential safety issue, and it's important to take it into account before making a purchase.

    Electrical Standards:

    • Products may not conform to destination country voltage and other electrical standards, which may require the use of an adapter or converter if appropriate, contact us if you are unsure.

    Conditions of Use:

    • The conditions of use of the products may differ in the origin and destination countries, such as environmental conditions and consumer habits. Therefore, it's essential to check the product for local and personal compatibility and suitability.

    Shipping and Delivery:

    • Our shipping charges DO NOT include custom taxes, duties, and fees for shipments to Canada, the United States, Europe, and the rest of the world.
    • If you refuse an internationally shipped package: We will only reimburse you for the price of the product after deducting the shipping costs and any additional fees, such as restocking fees and real shipping + insurance costs, which should only be charged if the package is returned to us. This policy only applies if you refuse an internationally shipped package that has been delivered to customs because you refuse to pay the tariffs or taxes. Please be sure to pick up your package as soon as you can to minimise any inconvenience since in certain cases, the refusal package will be held and destroyed at the local post office or returned to us in accordance with their own policy and we have no control over it.
    • Special orders, including trade orders, wholesale and bulk orders, made-to-order, pre-order, or special place orders, are NOT returnable and are not refundable. Please take this into account when submitting a special order.

    Availability Estimates:

    • The availability estimate on each product detail page tells you how long it will take to prepare to ship the item out to you. The estimates are for single-copy orders only.
    • Multiple copies of the same item may not be available, and orders for multiple copies of a single item could ship from different locations in separate shipments.
    • Larger orders take longer to prepare and ship.

    Shipping Carriers

    • We work with trusted carriers to ship our orders, including Canada Post and Purolator. In exceptional cases, we may ship orders within Canada using UPS. For orders outside of Canada, we may use USPS, UPS, FEDEX, DHL, or other carriers. Please note that we reserve the right to determine the carrier for your order.

    Number of Shipments

    • When you purchase multiple items from us, they may be shipped separately depending on our fulfillment network. The number of shipments we make for your order is dependent upon our fulfillment network, and items may be shipped separately if they are located in different fulfillment centers.
    • Your items will be shipped as they become available, beginning with those already in stock. Items requiring special shipping and handling, such as large or heavy items, may also ship separately from other items in your order.
    • We will not charge you more for shipping than the amount that was originally quoted to you at the time you place the order. Please note that shippers are selected depending on the weight of the package and the distance it has to travel from our fulfillment center, and requests for specific shippers will not be accommodated.

    Combined Shipments

    • When possible, we will combine items from multiple orders into the same package to help reduce the number of packages sent to you. Items from multiple orders will be combined into the same package if the orders meet the following criteria:
    • Multiple orders are placed through the same customer account.
    • The orders are being shipped to the same address.
    • Items from each order are located at the same fulfillment center or being shipped from Canada.
    • The orders are shipping at around the same time.
    • The items will be delivered by your promised delivery date.

    Please note that combining items from multiple orders into a single package won't change the amount of shipping you pay for each order. You'll be charged separate shipping charges for each of your orders, but you will not be charged more than the total amounts quoted at checkout for all orders.

    Shipping Time

    • Most of the items we sell will ship from our warehouse the business day after you’ve ordered them. If you place your order between Monday and Friday before 2 pm PST, your ready to ship items usually processed and ship that day! Some items may take longer to ship, and the estimated lead time will be listed on the product page. If not, please let us know.

    Delivery Time

    • Depending on the delivery option you choose, the address of the final destination, and whether the item is being shipped domestically or internationally, different shipping times apply. Preparation time for international bulk orders and pre-orders can range from 2 to 4 business weeks, whilst processing time for local orders can range from 3 to 7 business days before shipping. The majority of our products, unless otherwise stated or express shipping is necessary, may take up to 2 or 3 weeks to arrive because they are frequently made to order or special order items, or they are delivered from abroad or directly from the suppliers.
    • Please note that delivery estimates are calculated by taking the estimated shipping date and adding the transit time. The specific details within each product description will note where the product is shipped from. Orders will usually take between five (5) to ten (10) business days for delivery, except for pre-order and made-to-order items.
    • If your order was placed with a Très Elite Marketplace seller, shipping and delivery timelines will vary. Delivery time is subject to change during high seasons. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 5 business days to the estimated delivery date of your order.

    When Your Order Is Ready for Pickup or Has Been Shipped

    • We will send you a message with your order number and tracking or pickup location information once your order is available for pickup or has been shipped. Depending on your delivery method, country, and carrier, you may also receive texts or emails on the day of delivery or after your item has been delivered.

    Shipping Issues

    • At Très Elite, we understand that timely delivery is crucial to our customers. We strive to make sure that all orders are shipped promptly and delivered within the expected timeframe. However, if you are experiencing any issues with your shipment, we are here to help. Please refer to the following guidelines on how to contact us for any shipping-related issues.

    Incorrect product or damage upon delivery

    • If you received the wrong product or your order was damaged during shipping, please contact Très Elite Customer Service with your order number within 24 hours.

    Expedited Shipping Issues

    • If you paid for expedited shipping and did not receive your package on time, we apologize for any inconvenience caused. Please contact Très Elite Customer Service with your order number, and we will do our best to resolve the issue promptly.

    Free Upgrade for Expedited Shipping Issues

    • If you received a free upgrade for expedited shipping and did not receive your tracking information within 3 - 5 business days starting from your last confirmation, please contact Très Elite Customer Service with your order number. We apologize for any delay and will do our best to assist you.

    Regular Shipping Issues

    • If you opted for regular shipping and did not receive your tracking information within 7 business days, please contact Très Elite Customer Service with your order number. We value your business and will work to ensure that you receive your order promptly.

    Special Orders and Occasional Orders

    • For any special orders, gift orders, event orders, holiday orders, or occasional orders, please expect minor delays during peak times, holidays, and weekends. If you require your order urgently, please request Express delivery to receive it within 3-7 days. Please note that placing a regular order and expecting it to be shipped and delivered within the timeframe may not be feasible, and we appreciate your patience and understanding on this matter. Additionally, please wait until the lead time (3-7 business days) on regular orders and 3 business weeks for personalization, custom-made, and pre-orders (starting from the last confirmation) have passed before contacting us for updates.

    Signature Required

    • Some deliveries require a signature upon delivery, and we encourage you to have someone present to sign for the package. If no one is present at the time of delivery, your parcel will be held for pickup at the carrier's office

    Cancellation and Returns Policy

    • Cancellation is allowed for overseas products that have not yet been dispatched from the seller.
    • Cancellation is not allowed for overseas products that have already been processed or shipped by the seller. Exceptions might occur only if an agreement is reached with the seller.
    • Once an order has been shipped, the customer will not be able to cancel the order. Any "cancellation" post-shipping shall be subject to our standard returns policy.
    • Please allow at least lead time from 3 - 7 business days on regular order and up to 4 business weeks (excluding weekends, holidays, and sale days) for customizenation orders, to process and ship your order.
    • Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected due to invalid addresses, customs clearance procedures, or other causes.
    • Delays beyond our original delivery estimates might occur due to special customs clearance procedures. Please liaise with our Customer Service to get new estimated delivery times.
    • Delivery times vary depending on the shipping method selected and the item's destination.
    • If your order was not received within the promised delivery time. You will have 7 calendar days to raise a claim in order to be refunded for your order. If no claim is raised within 7 calendar days, the order will be deemed received by you. Please contact us or submit a ticket to our Customer Service, who will assist you with your request.
    • Please note that the claim for refund can be negated by the marketplace seller if a valid proof of delivery is provided within a reasonable timeframe, and such proof shall be considered final.

    Contact us:

    If you have any questions or concerns about shipment, please contact our helpful customer service team between the hours of 10:00 am and 2:00 pm Pacific time, Monday through Friday. We will try our best to quickly address the issue if you contact us and provide your order number. If you can't reach us, we'll get in touch with you in 3 business days.

    • Avoid sending multiple requests within a short timeframe, as this can trigger spam filters and delay the processing of your request. 
    • Please note that any orders or emails received after 3pm PST on Thursday, or over the weekend, will be processed on the following Monday. Please be aware that the day we receive your order or email will be considered as day zero in our processing timeline.

    Bonus Points Rewards

    • If you have an account with Très Elite, you can earn bonus points rewards by confirming receipt of your order. Learn more about bonus points on our website.

    UKRAINE & CORONA VIRUS UPDATES

    • For delivery service interruptions, Ukraine & Coronavirus updates, please click here 

    Thank you for choosing Très Elite, and we look forward to serving you again.

    CORONA VIRUS UPDATES

    For Shipping Delays, Ukraine and Coronavirus Updates, please click here 

    WE SHIP INTERNATIONALLY.

    International Shipping Information

    Très Elite offers international shipping to over 150+ countries worldwide. Please note that some exclusive merchandise may only be shipped to selected countries. To check whether a product can be shipped to your location, please refer to the specific product description.

    Prices, styles, and items may vary by country, and you can choose your shipping destination on the product page if it is available. If not, please contact us for more information.

    Delivery Duty Unpaid (DDU) Basis

    All international orders are shipped on a DDU basis. This means that you will be responsible for any import duties charged on your order upon delivery. The invoice will show prices exclusive of duties. Once you receive your parcel, you will be liable for all import duties, customs, and local taxes levied by your shipping destination. Très Elite is not responsible for any delays or fees charged by customs.

    Risk of Loss and Title

    Once Très Elite has delivered the merchandise to the carrier, the purchaser assumes the risk of loss and title for the merchandise. Très Elite will not be responsible for the loss or damage of any item(s). If you encounter any issues with your delivery, please contact your local post office.

    Customs Delays

    International orders may be subject to delays due to customs clearance procedures in the destination country by the shipping carrier upon receipt. Please note that all refused shipments due to customs will be charged double the shipping fee to cover transportation cost both ways, plus stocking and associate fees, if any. This amount will not be refunded to your credit card but online credit only.

    Direct Fulfilment

    Très Elite works with hundreds of global designers and suppliers, and we may ship regular orders directly from our supplier's warehouse and fulfilment center locations around the world to your doorstep on delivery duty unpaid basis. However, if you wish to have a full list of merchandise available in local fulfilment centers to have it shipped within your country to avoid customs duty, please contact us.

    Gift and Commercial Value

    Unfortunately, we are unable to mark merchandise as “gift” or “no commercial value.”

    Final Sale Policy

    All international orders fulfilled outside of Canada, USA, EU are considered final sale once shipped and are therefore ineligible for any refunds or exchanges. Please refer to our shipping and handling, as well as return and exchanges policies for more details or contact us if you cannot find the answers you are looking for. Notify us if you have any sizing, fit, or color questions prior to placing your order or within 60 minutes after placing the order for any possible requests to avoid any inconveniences, as your order will be processed immediately, and no further modifications will be granted.

    Special Orders

    This rule does not apply for Trade and Bulk orders, Made to Order, Pre-order, or any other special merchandise orders because you cannot return or refuse special orders as they are not returnable and therefore not refundable.

    Shipping Rates and Free Shipping

    We offer free standard shipping on orders over $125 to Canada, USA, and EU. The minimum order value must be a minimum of $125 USD (Canada, USA, and EU) before taxes, shipping, and handling. Free standard shipping to the rest of the world may also be available on orders minimum between $149 - $250 depending on the country (calculated at checkout).

    Express Shipping

    Express shipping is available upon request. Please contact us before placing an express order so that we can check if it is possible to do so, as the cost will vary depending on sizes and weights. Also, please note that there are many products that we are unable to ship immediately because they are made to order or pre-order items.

    Shipping Information

    ✅Très Elite ships to 150+ countries. Some exclusive merchandise may have shipping restrictions

    ✅Prices, Styles, and Items: Prices, styles, and items may vary by country. Shipping destination can be chosen on the product page, or contact Très Elite for more information

    ❌Delivery Duty Unpaid (DDU) Basis: Import duties are the responsibility of the purchaserInvoice will show prices exclusive of duties

    ❌Risk of Loss: Once merchandise is delivered to the carrier, the purchaser assumes the risk of loss and titleTrès Elite is not responsible for any loss or damage

    ❌Customs Delays: International orders may be subject to delays due to customs clearance procedures. All refused shipments due to customs will be charged double the shipping fee

    ✅Direct Fulfilment: Regular orders may be shipped directly from supplier's warehouse and fulfilment center locations. Contact Très Elite for a full list of merchandise available in local fulfilment centers

    ❌Gift and Commercial ValueMerchandise cannot be marked as "gift" or "no commercial value"

    ❌Final Sale Policy: All international orders outside of Canada, USA, EU are considered final sale. Refer to shipping and handling, return and exchange policies or contact Très Elite for more details

    ❌Special Orders, Trade, and Bulk orders, Made to Order, Pre-order, or any other special merchandise orders are not returnable, therefore, nonrefundable

    ✅Shipping Rates and Free Shipping: Free standard shipping on orders over $125 to Canada, USA, and EUMinimum order value of $125 USD (Canada, USA, and EU) before taxes, shipping, and handling

    ✅Express Shipping: Express shipping available upon request

    Countries We Ship ToClick here

    Countries we may not ship toClick here

    Currency Conversion

    • All payments and refunds are charged in US dollars. Currency conversion is for reference only. We suggest checking with the issuing bank of your credit card to find the exact exchange rate. We do not account for changes in exchange rates and will not issue price adjustments based on fluctuations in exchange rates.

    No customs duties on US orders less than US$800.00.

    Duty on goods delivered to Canada

    • Any item mailed to Canada may be subject to the Goods and Services Tax (GST) and/or duty. Unless specifically exempted, you must pay the 5% GST on items you import into Canada by mail. The CBSA calculates any duties owing based on the value of the goods in Canadian funds.

    Duty-free on major items delivery within Canadian boundaries. (Under the new United States–Mexico–Canada Agreement (USMCA), the import tax exemption threshold will change from CAD 20.00 to CAD 40.00 and the import duty exemption threshold will change to CAD 150.00 for shipments arriving in Canada on or after July 1st, 2020).

    Duty on goods delivered to Australia

    • Duty rates vary between 0% to 10%. However, most products imported to Australia, are taxed at around 5%. Follow this link for a full list of Australian duty rates, listed by HS Code. Assuming a rate of 5%, and a Customs value of $10,000, you'll pay AU$500.

    *Customs duty is a government agency responsible for regulating shipments entering a country or region. All shipments being sent to and from a country or region must clear customs first. It's always buyer's responsibilities to clear customs and pay the relevant custom duties.

    Read more 

    Still need help? Contact us

    Updated information on delivery interruptions

    Update on the Situation in Ukraine

    As of 08.11.2022, several delivery services have resumed limited shipping in select locations of Ukraine. It is important to note that due to the elevated risk associated with operating in the region, additional charges may apply.

    • Please be advised that Express Service is currently unavailable for Russia and Belarus. However, we are still offering regular shipping services to these countries. Unfortunately, we are unable to accept express shipments at this time due to the suspension of inbound services to Russia and Belarus. Additionally, many express services have ceased their domestic services within Russia as of September 1st, 2022.
    • We are closely monitoring the situation and working with our customers to minimize any impact on our international and domestic shipments. We will continue to provide updates on any further developments.

    Shipping Delays and Cancellations Due to COVID-19 Outbreak

    Since March 2020, the world has been facing an unprecedented challenge caused by the coronavirus pandemic. As a result, many businesses, including Très Elite, have been impacted by the disruptions to the global supply chain and logistics network. We want to inform our customers that we are still operational and processing orders, but there may be delays or cancellations for certain types of products, especially those that are made to order or pre-ordered.

    Service Interruptions

    • Many international destinations are experiencing service suspensions or significant delays due to a lack of available transportation. 

    Service Available:

    • Postal Services are still accepting parcels for these destinations. ** Indicates only partial service availability. Click here for details.

    Suspended Service:

    • Postal services are no longer accepting parcels for these destinations.

    Expect Delays

    • For destinations where service is still available, expect significant and unpredictable delays. Limited air transportation and changes in Postal Operators' delivery processes are contributing factors. Postal operators have introduced changes to eliminate customer interactions at the door to support social and physical distancing, which may delay delivery.

    Money-back Guarantee Suspended

    • We have suspended the Money-back Guarantee for our Worldwide service until further notice.

    Customer Service Delay

    • Our usual email response time is approximately up to 24 hours during weekdays and up to 72 hours if received on weekends or peak days. Due to COVID-19, our response time may be delayed up to one to two weeks. Our staff is not available for chat support 24/7.

    Order Cancellations

    • We understand the inconvenience that delays may cause. You can request order cancellations to receive a full refund or store credit. If you purchased or re-purchased a "made to order" item more than 30 days ago and no longer wish to wait, we will refund you in full. The refund may take up to 10 days to appear in your account. If you choose not to request a refund and wait until it can be shipped, we will issue store credits and provide a 15% off discount code that never expires and can be redeemed on any future orders. Please contact us with your name and order number(s) to indicate your preference.

    The following information provides details on how we are responding to the current situation and what you can expect when you place an order with us:

    Fulfillment Times: Made to Order Products

    If you are interested in purchasing any of our made to order items, such as jewelry, apparel, mugs, tumblers, canvas, cushions, pillows, fleece blankets, or other home goods, please be aware that the fulfillment times may be longer than usual due to the coronavirus outbreak.

    • We have been working with our partners and suppliers around the world to ensure that we can still provide high-quality products, but the production and delivery timelines have been affected by the pandemic.
    • Therefore, we ask for your patience and understanding as we strive to deliver your order as soon as possible while prioritizing the safety of our workers and complying with the local health and safety guidelines.

    Shipping Times: Domestic and International Orders

    We continue to ship orders to customers worldwide, but please note that there may be delays for certain destinations, especially those that have suspended their postal services or implemented special measures to combat the spread of COVID-19. Therefore, we advise our customers to check the latest updates on the shipping status of their country before placing an order.

    The following are the estimated shipping times for domestic and international orders, which may vary depending on the destination and shipping method:

    • Domestic orders: up to 18 business days
    • Made to order items, pre-orders, and international orders: delayed or canceled (depending on the availability of transport links and postal operations)
    • Signature request upon delivery: suspended in some countries to maintain social distancing

    Customer Service and Support

    • We understand that delays and cancellations can be frustrating and disappointing for our customers, and we apologize for any inconvenience this may cause. However, we want to assure you that our team is doing their best to respond to your inquiries and provide you with the most up-to-date information about your order.
    • If you have any questions or concerns about your order, please contact our customer service team via email or chat, and we will get back to you as soon as possible. We appreciate your patience and cooperation during these challenging times and hope that you and your loved ones stay safe and healthy.

    Current shipping restrictions

    CarrierCountries RestrictedDPDCuba, Iran, Islamic Republic Of, Russia, Syria, UkraineFedExCuba, Iran, Islamic Republic Of, Russia, Syria, UkraineUSPS (US Domestic)Cuba, Iran, Islamic Republic Of, Russia, SyriaCanada PostColombia, Cuba, Iran, Islamic Republic Of, New Zealand, Peru, Russia, Syria, UkraineRoyal MailChina, Cuba, Faroe Islands, Iran, Islamic Republic Of, Jamaica, Libyan Arab Jamahiriya, Malaysia, Reunion, Russia, Saudi Arabia, Syria, Tunisia, Ukraine, Venezuela, YemenUSPS (International)Brunei, Cuba, Eritrea, French Guiana, Guadeloupe, Iran, Islamic Republic Of, Lao People's Democratic Republic, Martinique, Mongolia, Myanmar, Reunion, Russia, Saint Pierre And Miquelon, Samoa, Sudan, Syria, Tajikistan, Timor Leste, Turkmenistan, Ukraine, YemenDHLBrazil, Cuba, Guadeloupe, India, Iran, Islamic Republic Of, Isle Of Man, Martinique, Peru, Reunion, Russia, Syria, UkraineDeutsche PostBrazil, Cayman Islands, Chile, Colombia, Cuba, Dominica, French Guiana, French Polynesia, Guadeloupe, Iran, Islamic Republic Of, Kuwait, Liberia, Martinique, Mauritius, Morocco, New Caledonia, Nicaragua, Philippines, Reunion, Russia, Senegal, Singapore, South Korea, Sri Lanka, Swaziland, Syria, Trinidad and Tobago, Ukraine, YemenUPS (Europe)Bolivia, Botswana, Cayman Islands, Chad, Cuba, Ecuador, Fiji, India, Iran, Islamic Republic Of, Libyan Arab Jamahiriya, Madagascar, Maldives, Mongolia, New Caledonia, Panama, Peru, Russia, Saudi Arabia, Sri Lanka, Syria, Ukraine, ZimbabweUPS Mail InnovationsBolivia, Botswana, Brunei, Cayman Islands, Chad, Colombia, Cuba, Ecuador, Egypt, Faroe Islands, Fiji, French Polynesia, Guam, Honduras, India, Iran, Islamic Republic Of, Libyan Arab Jamahiriya, Madagascar, Maldives, Martinique, Mongolia, New Caledonia, Pakistan, Panama, Peru, Philippines, Russia, Samoa, Sri Lanka, Syria, Ukraine, United Arab Emirates, ZimbabweSpring GDSBermuda, Bhutan, Brunei, Cuba, Ecuador, Iran, Lao People's Democratic Republic, Libyan Arab Jamahiriya, Montserrat, Russia, Sudan, Syria, Tajikistan, Ukraine, YemenEMSBarbados, Belarus, Brunei, Cuba, Czech Republic, Estonia, Ghana, Iceland, Iran, Islamic Republic Of, Kuwait, Lithuania, Maldives, Martinique, Mongolia, Russia, South Africa, Sri Lanka, Syria, Ukraine, Venezuela, ZambiaRR DonnelleyAustralia, Cuba, Iran, Islamic Republic Of, Russia, Switzerland, SyriaChit ChatsAustralia, Cuba, Iran, Islamic Republic Of, New Zealand, Russia, Syria, Ukraine4PXAlgeria, Antarctica, Barbados, Cuba, Czech Republic, Estonia, Ghana, Iceland, Iran, Islamic Republic Of, Kuwait, Latvia, Lithuania, Martinique, Russia, South Africa, Syria, Ukraine, ZambiaAsendiaAlgeria, Aland Islands, Brunei, Cuba, Eritrea, French Guiana, Guadeloupe, Guernsey, Iran, Islamic Republic Of, Isle Of Man, Lao People's Democratic Republic, Martinique, Mongolia, Myanmar, Palau, Reunion, Russia, Saint Pierre And Miquelon, Sudan, Syria, Tajikistan, Timor Leste, Turkmenistan, Ukraine, YemenDHL ExpressAfghanistan, Azerbaijan, Bangladesh, Cuba, India, Iran, Islamic Republic Of, Iraq, Isle Of Man, Kazakhstan, Kuwait, Kyrgyzstan, Lebanon, Myanmar, Nigeria, Pakistan, Qatar, Russia, Serbia, Syria, Taiwan, Ukraine, Uzbekistan, Vietnam, YemenAustralia PostAfghanistan, American Samoa, Anguilla, Bangladesh, Belarus, Bhutan, Cambodia, Cayman Islands, Cuba, Côte d'Ivoire, Gambia, Guinea Bissau, India, Indonesia, Iran, Islamic Republic Of, Iraq, Ireland, Kiribati, Kosovo, Kuwait, Lao People's Democratic Republic, Libyan Arab Jamahiriya, Malaysia, Maldives, Marshall Islands, Moldova, Republic of, Mongolia, Myanmar, Namibia, Nepal, Nicaragua, Niue, Palau, Palestinian Territory, Occupied, Pitcairn, Puerto Rico, Russia, Saint Pierre And Miquelon, Samoa, Senegal, Somalia, South Korea, St. Vincent, Swaziland, Syria, Taiwan, Tanzania, United Republic Of, Timor Leste, Tokelau, Tunisia, Tuvalu, Ukraine, Uruguay, Virgin Islands, British, Wallis And Futuna, Yemen

    We apologize for any inconvenience caused by these disruptions. We appreciate your understanding and support during this challenging time.

    Returns and Exchanges

    We want to make sure that you are completely satisfied with your purchase, and for that reason, we offer a refund, exchange, or store credit for eligible items. To ensure a smooth process, please contact us prior to returning any defective or damaged items, and make sure to send them back within 14 days of receiving them in their original condition.

    Please note that we require a tracking number for all returns, and failure to provide one will result in the return being nullified. It is the buyer's responsibility to cover the shipping fees for returning the item to us, and if the item is damaged or lost during transit, the buyer will be held responsible. We recommend filing a claim with the logistics company to recover any costs associated with damage or loss. Please be aware that any returns sent back to the vendor without prior authorization from us will not be refunded or exchanged. We appreciate your cooperation and look forward to assisting you with your return.

    Items that are final sale and are not eligible for returns, exchanges, or refunds:

    Très Elite places high importance on customer satisfaction and aims to offer a seamless and convenient return process. However, there are certain products that are non-returnable, non-exchangeable, and non-refundable due to various reasons, including hygiene concerns, customization, bulk orders, and other factors. We bring this to your attention to enable you to make informed purchasing decisions and avoid any inconvinience or potential disappointment.

    We highly recommend following our return policy to ensure a satisfactory shopping experience. Please note that we cannot guarantee your satisfaction if our return policy is not adhered to.

    Non-returnable Categories

    • Special orders❌
    • Hygiene items❌
    • Other merchandise❌
    • Sales and promotional items❌
    • CD, DVD or software❌
    • Digital goods❌
    • Faulty claims❌
    • Unclaimed & Non-deliverable orders❌

    List of Non-returnable Merchandise

    Special Orders

    • Gift cards
    • Pre-orders
    • International orders
    • Wholesale or bulk orders
    • Occasional and seasonal items
    • Fresh cut flowers and all grocery categories
    • Overseas technology and electronic accessories
    • Monogrammed or personalized items
    • Made-to-order or custom-made items

    Hygiene Items

    • Masks
    • Makeup products
    • Eyelashes, nail polishes, and wigs
    • Undergarments and swimwear

    Other Merchandise

    • Ceramic dinnerware
    • Home furniture, mattresses, and bedding
    • Items damaged through normal wear and tear
    • All Cash on delivery and Delivery Duty Paid orders
    • All products shipped from overseas or from other countries
    • All products delivered by vendor after signing the delivery slip

    Sales and Promotional Items

    • All sales, clearance, promotional, flash sales, and discount items

    CDs, DVDs, or Software

    • If you break the seal on the wrapping, etc.

    Digital Goods

    • Such as mobile top-up cards, digital books, and downloadable products

    Faulty Claims

    At our company, we strive to ensure that every order is fulfilled to the best of our ability. However, we understand that certain orders may require time-sensitive delivery or customization. Therefore, we have a policy in place for orders with faulty claims to protect our customers and our business.

    • Orders with time-sensitive delivery requirements:

    We do not provide a delivery service with a fixed schedule. Our shipping alternatives are limited to express delivery owing to our limited control over the delivery process, especially for large bulk purchases, orders originating from outside the country, and orders placed in close proximity to major occasions or events. Please note that any return requests related to this matter will not be accepted.

    • Incorrect personalization or failure to notify us with modification requests within 60 minutes of placing the order:

    Please ensure that all customization information and instructions are clear and accurate before submitting your order. If you fail to provide us with the correct information or notify us of any modifications within 60 minutes of placing the order, the item will be shipped as is and will not be eligible for return or exchange.

    Non-Deliverable Orders

    • All unclaimed and non-deliverable orders due to the wrong address or wrong information provided.

    Our Non-Returnable Items Policyis designed to ensure that our customers receive only high-quality service. We understand that some items cannot be returned for various reasons, and we appreciate your understanding in this matter. Please review this policy before making any purchases to avoid any misunderstandings.If you have any questions or concerns, please feel free to contact our customer support team, and we will be happy to assist you.

    • If you need to modify an order, please do so within 60 minutes of placing it, or modifications may be refused, or, if possible, may incur a 25% restocking fee plus stocking and upgraded service fees. Original shipping fees, customs, and duties charges are non-refundable. Please note that returns and exchanges are not permitted between major holidays, such as Halloween, Black Friday, Cyber Monday, or on December 26 and 27.

    If you have any questions or concerns, please contact us beforehand. We appreciate your understanding in this matter and will do our best to accommodate your needs while maintaining our high standards of service.

    To receive a refund, eligible items must be returned within 7 calendar days of delivery, in their original condition, with the tags, receipt, and packaging. Refunds will be issued to the original payment method.

    We kindly ask that you read and adhere to our return policy to ensure that your returns are accepted. Please do not hesitate to contact our customer service team if you have any questions or concerns.

    *Please note that the terms and conditions of this policy, which apply to all of the aforementioned groups, are subject to change at any time. We encourage you to review this policy regularly to ensure that you are aware of any updates or modifications.

    Please also be aware of the following guidelines and policies regarding returns:

    • Requests for returns will only be accepted on unused items in original unopened packaging with original tags.
    • Requests for returns will be assessed up to 14 days from the date of purchase as indicated on the purchase receipt.
    • Approved returns requests will be honored with a Très Elite e-voucher credited to the same value of the returned goods.
    • Before sending any items, please contact us to request an RMA number.
    • Approved requests will be issued an RMA number and instructions for returning goods. Très Elite cannot receive or process a return without an RMA number.
    • Damages must be reported to Très Elite within 24 hours of receipt.
    • Ensure all items and their packaging are adequately protected when returning as any damage will be the customer’s responsibility and may result in a re-stocking fee.
    • All shipping charges are non-refundable.
    • Please allow up to 5 business days from the date we receive your return to our warehouse for it to be processed.
    • All return requests will be processed in the order that they were received. Processing returns will only commence once the returned goods have been received by Très Elite.
    • Returns must be sent via a trackable postage or courier service. Très Elite is not responsible for packages lost in transit if a tracking number is not provided for returns.
    • Please note that all return shipping charges are the customer’s responsibility until it reaches us, excluding shipping errors made by Très Elite or one of its shipping or courier partners.

    If you have any questions or concerns regarding our returns policy, please do not hesitate to contact us. We strive to provide our customers with the best possible shopping experience and appreciate your understanding in this matter.

    Details

    To ensure a smooth return and exchange process, we have a set of guidelines that must be followed. Please take note of the following:

    Returns and Exchanges:

    • Eligible merchandise must be in new, unused, unwashed, and good condition, with all original hangtags, packaging, and components at the time of return or exchange.
    • The item(s) must be accompanied by an original Très Elite receipt/invoice or gift receipt.
    • Returned items must not be washed, worn, or altered.
    • We do not accept returns or exchanges or store credit of special order or hygiene items such as wholesale/bulk orders, discounted products, swimwear, underwear, custom-made, made-to-order, or personalized items, Sale or Clearance items.

    Refunds and Credits:

    • Credit for your returned item(s) will be refunded back to your account in the same form of payment used to purchase the item(s).
    • The credit should appear on your next statement.
    • You should receive an email confirming the completion of return processing.

    By Mail:

    • You can return/exchange merchandise purchased online by mail.
    • All returns/exchanges of online orders must be returned within 7 days from the day the order was shipped.
    • Mail your return package at any Postal Service office.

    Returning a Gift:

    • Gifts that are eligible for return can be returned or exchanged by mail when accompanied by the gift receipt or original packing slip.
    • For merchandise returned with a gift receipt only, you will receive a merchandise credit that will be issued in the form of a Très Elite E-Gift Card.

    Final Sale Items:

    • We do not accept returns or exchanges of items purchased on sale, bulk orders, swimwear, underwear, altered or custom-made merchandise, and clearance items. These are considered final sale.

    Return and Exchange Restrictions:

    • Items purchased on treselite.com cannot be returned to the manufacturer.
    • Très Elite will accept the item(s) for an exchange or return for merchandise credit only.
    • Refunds and price adjustments will be issued in the original tender of the purchase.
    • Eligible merchandise purchased on TresElite.com using PayPal may be returned for a merchandise credit only.
    • Merchandise accompanied by a Gift Receipt may be exchanged or returned in-store for Merchandise Credit only.
    • Très Elite does not accept returns or exchanges for merchandise purchased from other retailers.
    • Gift Cards and Merchandise Credits are non-returnable, cannot be replaced if lost or stolen, and cannot be redeemed for cash, except as required by law.
    • Merchandise not accompanied by an original receipt or gift receipt may be returned for a merchandise credit or exchanged for the value of the item’s current selling price. Un-receipted returns and exchanges are limited to current merchandise.
    • Read more

    Please note that Très Elite reserves the right to modify its return and exchange policy at any time.

    Thank you for choosing Très Elite for your shopping needs. We appreciate your business.

    Sincerely,

    Très Elite

    Contact us

    }