• 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 extendedduring 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, 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 1 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/spam) to see if you have been sent a mail 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 hiding.
  • You placed a large order which could mean your items are arriving in more than 1 bag, please check your dispatch email for more than 1 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

• 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

1. CHECKOUT: Select Put It On Lay-Buy payment option at checkout.
2. CHOOSE YOUR PLAN: Payment calculator makes it easy for you to set up your own payment plan.
3. PAY DOWN-PAYMENT ONLY: Pay only down-payment portion amount.
4. SCHEDULED PAYMENTS: Payments are then processed on the scheduled date YOU set.
5. 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 are 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 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.