Returns & Exchanges

Très Elite Home & Living

Returns & Exchanges

At Très Elite, we want you to feel confident with every distinctive, hard-to-find item you discover. Because many products involve specialized sourcing, international fulfillment, custom production, oversized handling, or complex delivery arrangements, returns and exchanges must follow a structured process.

Please review this framework before placing an order, submitting an inquiry, or returning an item.

Support & Response Times

Our regular support hours are Monday to Friday, 10:00 AM to 4:00 PM Pacific Time.

Messages submitted through our contact form or website live chat are generally answered within one to three business days. Requests received during weekends, holidays, or peak periods may require the full three-business-day response window.

Requests received after 3:00 PM Pacific Time on Thursday may be answered the following Monday or Tuesday.

Do not reply to your automated order-confirmation email. These inboxes are not monitored for customer-service requests. Replies do not count as valid cancellation, address-correction, product-change, quantity-change, shipping-upgrade, return, or support requests. They will not pause order processing or preserve any applicable 60-minute, 90-minute, reporting, or return deadline. Please submit all requests through our official contact form or website live chat.

60-Minute Order-Change Deadline

Cancellation, delivery-address correction, product, variant, size, colour, and quantity-change requests must be submitted through our official contact form or website live chat within 60 minutes of placing the order.

The same 60-minute deadline applies during weekends, holidays, and outside regular support hours. The available period may be shorter for certain orders, and submitting a timely request does not guarantee that we can complete it or that staff will be available to intervene immediately.

Once 60 minutes have passed, these cancellation, correction, and item-change requests will no longer be accepted, even if the order has not yet been shipped.

90-Minute Shipping-Upgrade Window

Shipping-upgrade requests must be submitted as soon as possible and no later than 90 minutes after the order is placed. The same 90-minute deadline applies during weekends, holidays, and outside regular support hours.

Submitting a shipping-upgrade request within 90 minutes allows our processing system to identify and route the order for priority review. We will make every reasonable effort to accommodate the request where the order’s processing status still permits it, but approval is not guaranteed.

Any additional shipping charge must be paid before the upgrade can be confirmed.

Once 90 minutes have passed, the shipping-upgrade window is closed and shipping-upgrade requests will no longer be accepted, even if the order has not yet been shipped. The order may already be in active processing at the fulfillment centre and can no longer be paused or changed.

Special-Order Products

Bespoke, customized, personalized, pre-order, made-to-order, imported rare-find, handcrafted, oversized, bulky, and bulk-order items may have different processing times, limited availability, separate shipments, additional restrictions, or different delivery dates.

Please review the applicable product listing and read the full description before placing your order. If you are uncertain whether an item falls within a special-order category, please contact us through our official contact form or website live chat before completing checkout.

Flat-Rate Shipping Is Subsidized

A flat standard-delivery fee is a customer contribution toward fulfillment and delivery. It may not reflect the full processing, shipping, customs, duty, tax, warehouse, or handling cost paid by Très Elite.

Shipping, Delivery & Support Information

This page governs returns and exchanges. For processing, tracking, delivery restrictions, customs, duties, or order-delivery issues, please open the applicable guide below.

Shipping & Handling Processing, delivery methods, tracking, addresses, and carrier timing. International Shipping Customs, duties, destination charges, clearance, and cross-border delivery. Order & Shipping Issue Guide Delays, tracking concerns, missing parcels, and delivery exceptions. Contact Support Submit an official inquiry or continue through website live chat.

Before Contacting Support

Please review the applicable store policies before submitting an inquiry. Our policies are written in clear, everyday language and address most common questions.

To reduce unnecessary delays and repeated correspondence, questions already expressly answered in our published policies may not receive a separate individualized response.

Please do not reply to automated order-confirmation emails or send messages to email addresses not designated for customer support. These inboxes are not monitored for customer-service requests.

Replies do not count as valid cancellation, address-correction, product-change, quantity-change, shipping-upgrade, return, or support requests. They will not pause order processing or preserve any applicable 60-minute, 90-minute, reporting, or return deadline.

For assistance, please use our official contact form or website live chat. Once our support team has responded to you by email, you may reply directly to that support email to continue the same conversation. You may also continue through live chat, whichever method is more convenient for you.

1. Return Eligibility & Timeframes

Our standard return-request window is 14 calendar days from the documented carrier delivery date. To qualify for return consideration, an item must remain unused, unworn, unwashed, uninstalled, unmodified, and enclosed in its complete original packaging with all tags, labels, accessories, manuals, and protective materials intact.

Damaged, Defective, Incomplete, or Incorrect Items: The issue must be reported within 24 hours of delivery. Clear photographs and a continuous, unedited unboxing video showing the shipping label, sealed package, packaging condition, contents, and reported issue may be required. Insufficient or late documentation may prevent verification.
Change-of-Mind Returns: Returns requested because of personal preference, an incorrect size or colour selection, project changes, ordering mistakes, or any other reason unrelated to a verified Très Elite fulfillment error are normally ineligible and are not guaranteed.

If Très Elite makes a discretionary exception and approves the return in writing, an automatic 25% restocking fee will apply. The refund or store credit will also be reduced by the actual documented or reasonably allocated non-recoverable costs associated with the order and return, as explained in Section 9.
Return Authorization Required: Items must not be returned without prior approval. Approved customers will receive a Return Authorization Number and return-routing instructions. Unauthorized packages may be refused, returned to the sender, held pending additional charges, or deemed ineligible for refund.

Important Return Deadline

Once a Return Authorization Number is issued, the parcel must be shipped according to the instructions provided and within the stated authorization period. An authorization does not remain open indefinitely.

2. Return Eligibility Matrix

Eligible for Return Consideration

Verified manufacturing defects or confirmed transit damage.
An incorrect product, size, colour, or variant shipped due to a fulfillment error.
Missing essential components from a sealed package, where verified.
Completely unused and unopened items in uncompromised original packaging, where the applicable product terms permit a change-of-mind return.
Items approved in writing through the formal return-authorization process.

Final Sale or Normally Ineligible

Used, worn, washed, installed, altered, or modified merchandise.
Items missing original tags, labels, barcodes, accessories, manuals, inserts, protective materials, or packaging.
Hygiene-sensitive products, including underwear, shapewear, swimwear, earrings, opened cosmetics, skincare, or personal-use items.
Customized, personalized, bespoke, made-to-order, handcrafted, or specially commissioned products.
Custom wall murals, tailored coverings, modified furnishings, or products manufactured to customer specifications.
Pre-order, imported special-order, oversized, bulky, clearance, promotional, final-sale, digital, or gift-with-purchase items.
Wholesale allocations, bulk orders, commercial orders, and qualifying business-to-business purchases.

3. Product Quality Standards & Normal Variations

A product may qualify for review where there is a verified structural, electrical, mechanical, material, functional, component, measurement, or fulfillment issue that materially differs from the core product description.

Issues That May Qualify

Structural damage affecting stability, safety, or intended use.
Electrical or mechanical failure during normal intended use.
Cracks, breaks, severe misalignment, or material manufacturing flaws.
Missing essential components that cannot reasonably be replaced.
A material difference in the advertised core size, material, function, or included components caused by our error.

Normal Variations That Are Not Automatically Defects

Minor colour or tone differences caused by screens or lighting.
Natural variations in wood, stone, leather, textile, or other materials.
Handmade or handcrafted differences between individual pieces.
Minor measurement or manufacturing tolerances that do not affect use.
Minor outer-packaging dents that do not damage the product.
Changes caused by humidity, salt air, water, chemicals, improper storage, installation, care, cleaning, or environmental exposure.

Product Description & Reasonable Expectations

Products are checked before dispatch and supplied according to the applicable listing, selected variant, published specifications, photographs, measurements, materials, features, inclusions, exclusions, price level, and product category available at the time of purchase.

A customer’s personal expectation does not replace the published product information. Product price, category, construction, materials, finish, intended use, and included features should be reviewed before checkout. An affordably priced decorative or everyday item should not be expected to have the materials, construction, detailing, weight, finish, packaging, performance, or longevity of a premium or luxury-grade product unless the listing expressly represents it as such.

The following do not, by themselves, establish a defect or listing error:

Personal dissatisfaction with the style, perceived value, feel, weight, firmness, softness, thickness, brightness, finish, scale, or overall appearance when the product materially corresponds with the listing.
Expecting the item to be larger, smaller, heavier, lighter, thicker, softer, more luxurious, or made from a different material despite the published description and measurements.
Minor colour or tonal differences caused by screen settings, lighting, photography, surrounding décor, dye lots, natural materials, production batches, or viewing conditions.
Normal variations in handcrafted, painted, printed, woven, carved, natural-material, vintage-style, rustic, distressed, or individually finished products.
Minor manufacturing tolerances or measurement differences that do not materially affect the product’s intended function.
Outer-packaging wear, compression, dents, marks, or tears when the product itself remains complete and undamaged.
Dislike of the packaging style or an expectation of gift-quality, retail-display, branded, or premium packaging when such packaging was not promised.
Failure to review dimensions, materials, quantities, compatibility requirements, care instructions, assembly information, voltage, installation requirements, or other published specifications.
Damage or deterioration caused after delivery by unpacking, assembly, installation, alteration, washing, cleaning, misuse, improper storage, moisture, weather, pets, children, chemicals, excessive force, unsuitable hardware, or third-party handling.
A change in decorating plans, project requirements, personal circumstances, recipient preference, available space, colour scheme, budget, or intended use.
Finding a similar item, an alternative item, or a lower price through another seller after ordering.

A genuine claim involving verified transit damage, a material defect, a missing essential component, or an incorrect item will still be reviewed under the applicable claims procedure.

Detailed care, regional-use, delivery, and handling information is provided through the Shipping & Handling guide linked near the top of this page.

4. Special, Pre-Order & International Items

Pre-order campaigns may close once the available quantity or production quota has been reached.
Products within the same order may be sourced from different locations, shipped in separate parcels, and delivered on different dates.
Processing and delivery timing may depend on production schedules, supplier availability, country of origin, destination, customs clearance, and carrier operations.
If we are unable to supply an accepted item, the affected item or portion of the order may be cancelled and refunded according to the applicable store policy.

Special-Order Returns

Customized, personalized, commissioned, pre-order, made-to-order, imported special-order, oversized, bulky, and bulk-order items may be subject to additional restrictions or may not qualify for change-of-mind returns once sourcing, allocation, design, material reservation, or production has begun.

5. Order Changes & Voluntary Cancellations

Order-Change Windows

Use an Official Contact Channel

Time-sensitive order-change requests must be submitted through our official contact form or website live chat. Automated order-confirmation email inboxes are not monitored for customer-service requests. Replies do not count as valid submissions, do not pause order processing, and do not preserve the applicable 60-minute or 90-minute deadline.

60-Minute Deadline: Cancellations, Address Corrections & Item Changes

Requests to cancel an order, correct the delivery address, or change a product, variant, size, colour, or quantity must be submitted through our official contact form or website live chat within 60 minutes of placing the order.

This deadline applies equally during weekends, holidays, and outside regular support hours. Staff may not be available to review the request immediately, and automated, supplier, production, packing, or fulfillment processes may continue before manual intervention is possible.

Once 60 minutes have passed, cancellation, delivery-address correction, product, variant, size, colour, and quantity-change requests will no longer be accepted, even if the order has not yet been shipped.

90-Minute Window: Shipping Upgrades Only

Any additional shipping charge must be paid before the upgrade can be confirmed.

How the Review Windows Work

Orders may enter automated or manual processing immediately or shortly after checkout. Processing methods and timing vary depending on the product, supplier, availability, customization requirements, and fulfillment route. We do not hold every order for 60 or 90 minutes before processing begins.

The available modification period may be shorter for certain orders. Some products may enter sourcing, supplier allocation, customization, production, packing, or fulfillment before the applicable deadline and may no longer be changeable afterward.

When a properly identified request is submitted through our official contact form or website live chat within the applicable period, we will attempt to pause, review, or manually intervene in the order where possible.

Submitting a request within the applicable period does not guarantee that the requested cancellation, correction, modification, or shipping upgrade can be completed. All requests remain subject to the order’s processing status and our ability to intervene before fulfillment progresses.

Requests submitted during weekends, holidays, or outside regular support hours remain subject to the same applicable deadline. Immediate staff review or intervention cannot be guaranteed, and automated or supplier processes may continue before the next business day.

Requests received after their applicable deadline will not be accepted. Cancellation, delivery-address correction, product, variant, size, colour, and quantity-change requests close after 60 minutes. Shipping-upgrade requests close after 90 minutes.

Order-Change Requests & Subsequent Return Claims

Once 60 minutes have passed, requests to cancel an order, correct the delivery address, or change the product, variant, size, colour, or quantity will no longer be accepted, even if the order has not yet been shipped.

When a customer previously requested cancellation or modification because the item was no longer wanted, the wrong option was selected, the project changed, or the customer otherwise changed their mind, receiving the order does not create a new right to return, exchange, or obtain a refund. The original reason remains a change-of-mind request and will be assessed under the applicable final-sale and change-of-mind terms.

Changing the stated reason after delivery does not automatically make an otherwise ineligible order returnable. Claims that the item is no longer needed, was ordered accidentally, appears different from personal expectations, is smaller or larger than imagined despite accurate published measurements, does not suit the customer’s décor or intended project, was found elsewhere at a lower price, or did not arrive as quickly as the customer hoped are considered change-of-mind matters and are not accepted as product defects.

A separate post-delivery claim will be considered only when it concerns a specific, independently verifiable issue that could not reasonably have been known when the earlier cancellation or modification request was submitted. This may include documented transit damage, a material manufacturing defect, a missing essential component, or receipt of a different item from the one ordered.

Any such claim must be reported within the applicable reporting period and supported by the required photographs, continuous unedited video, original packaging, shipping label, and other requested evidence. The earlier request, order records, product listing, fulfillment records, inspection information, packaging evidence, and submitted documentation may all be reviewed together.

6. Customer Delivery Responsibilities

Customers are responsible for providing complete and accurate delivery information and for cooperating with carrier, pickup, and customs requirements connected to their order.

Confirm the recipient name, street address, unit number, postal code, telephone number, access code, and other required delivery details before submitting the order.
Monitor tracking and respond promptly to delivery attempts, pickup notices, address-verification requests, carrier messages, and customs communication.
Collect parcels from a post office, depot, locker, or pickup point within the carrier’s stated collection period.
Pay any required destination charges that were not expressly prepaid for the order.

Incorrect Addresses, Refused Deliveries & Unclaimed Parcels

Where an inaccurate or incomplete address, non-collection, refused delivery, ignored carrier or customs notice, or unpaid destination charge causes a parcel to be returned, abandoned, stored, destroyed, liquidated, or otherwise made unrecoverable, the order may be ineligible for a refund.

If value is recoverable, any approved refund or credit may be reduced by the actual outbound shipping, return shipping, storage, customs, brokerage, duty, tax, warehouse, handling, and reprocessing costs incurred.

Shipping-Service Expectations

The shipping service selected at checkout determines the requested service level; it does not guarantee an exact arrival date unless an express guaranteed service was specifically purchased and confirmed as guaranteed.

Standard shipping is not express shipping. Selecting standard or economy delivery does not create an entitlement to expedited handling, priority dispatch, express transit, weekend delivery, appointment delivery, or arrival by a customer’s preferred date. Processing time and carrier transit time are separate, and estimated delivery dates are estimates rather than appointments.

The following do not, by themselves, make an order eligible for return, exchange, cancellation, or refund:

The customer needed the product sooner but selected standard shipping.
The order did not arrive in time for an event, holiday, installation, appointment, trip, gift date, photoshoot, renovation, or project deadline that was not expressly guaranteed in writing.
Carrier tracking updated slowly or the carrier experienced a delay outside our direct control.
International processing, customs review, weather, remote-area delivery, operational disruption, missed delivery attempts, address verification, recipient unavailability, or other carrier-related circumstances affected delivery.
Products from the same order arrived separately because they were fulfilled from different locations or shipped in multiple packages.

A genuine claim involving verified damage, a material defect, a missing essential component, or an incorrect item will still be reviewed under the applicable claims procedure. A change of mind, inaccurate personal assumption, unreviewed product information, unrealistic quality expectation, or expectation of faster service than the shipping method purchased will not be reclassified as a product defect or fulfillment error.

Detailed tracking, delivery-exception, address, customs, and missing-parcel instructions are available through the policy buttons near the top of this page.

7. Step-by-Step Return Process

Submit a Complete Request:
Contact us through our official contact form or website live chat within the applicable reporting period. Include your full name, order number, checkout email address, a clear issue description, and all requested photographs, video, carrier, customs, or delivery documentation.
Receive Return Authorization:
If the request is approved, you will receive a Return Authorization Number and direct return-routing instructions. Do not use the sender address shown on the parcel unless specifically instructed.
Prepare the Item:
Securely package the item with all original tags, labels, packaging, accessories, manuals, inserts, and protective materials.
Use Tracked Shipping:
Return the parcel through a trackable shipping service. Return-shipping costs remain the customer’s responsibility unless the return is approved as a verified fulfillment error.
Inspection & Resolution:
Once received, the item will be inspected for identity, condition, completeness, packaging, and signs of use or alteration. Approved refunds, store credits, replacements, or other resolutions are generally processed within three to seven business days after inspection.

Do Not Return Items Without Instructions

Do not send an item to the address printed on the original parcel, shipping label, or invoice unless our support team has specifically instructed you to use that address.

Unauthorized or ineligible returns may be refused, returned to the sender, held pending payment of additional charges, or deemed ineligible for refund. Any additional shipping, storage, warehouse, customs, or processing cost may be charged to the sender.

8. Exchanges

Direct exchanges are not guaranteed because inventory, supplier allocation, production status, availability, pricing, and shipping conditions may change.

Where an exchange is approved, the original item must normally complete the authorized return and inspection process first. The customer may then place a new order for the preferred item, subject to current availability, pricing, product terms, and shipping charges.

A replacement for a verified damaged, defective, incomplete, or incorrectly fulfilled item may be handled separately from a voluntary exchange, depending on the evidence and product availability.

9. Refund Deductions & Restocking Costs

Where applicable, an approved refund may be reduced by the actual costs associated with processing, fulfilling, delivering, receiving, and inspecting the returned order.

Possible Shipping Deductions

Original outbound shipping charges
Actual shipping cost exceeding the flat rate paid
The subsidized portion of delivery paid by Très Elite
Return-shipping charges
Oversized or bulky-item freight
Remote-area or special-routing surcharges
Shipping insurance, storage, or redelivery costs

Possible Processing Deductions

Customs, brokerage, or clearance expenses
Duties, taxes, or charges prepaid on the customer’s behalf
Warehouse receiving or handling fees
Inspection and product-testing costs
Repackaging or restoration costs
Restocking fees
Other directly related fulfillment expenses

Mandatory Deductions for an Approved Change-of-Mind Return

Change-of-mind returns are normally ineligible and are not guaranteed. If Très Elite makes a discretionary exception and approves such a return in writing, an automatic 25% restocking fee will apply.

In addition, the refund or store credit will be reduced by the actual documented or reasonably allocated non-recoverable costs associated with the order and return. These may include platform transaction fees, payment-provider charges, currency-conversion fees, customs, duties, taxes, brokerage, clearance, administrative processing, warehouse handling, inspection, repackaging, outbound shipping, any delivery subsidy paid by Très Elite, return shipping, storage, redelivery, remote-area charges, oversized or bulky-item freight, insurance, and other directly related fulfillment or return expenses.

The restocking fee and cost-recovery deductions serve different purposes. The same individual expense will not be deducted more than once.

These deductions do not apply where the return is approved as a verified damaged, defective, incomplete, or incorrect-item claim caused by our fulfillment error.

9.1 Verification and Allocation of Shipping & Fulfillment Costs

Shipping and fulfillment deductions are determined using relevant carrier records, supplier invoices, freight statements, fulfillment or warehouse records, shipping-label receipts, platform records, payment-provider records, customs documents, and other applicable commercial documentation.

Where several products, customer orders, or destinations share a combined or consolidated shipment, the applicable cost may be reasonably allocated using factors such as actual weight, dimensional weight, carton size, quantity, shipment value, destination, service level, fulfillment route, or another commercially reasonable method.

Public rate calculators offered by DHL, UPS, FedEx, Canada Post, or another carrier may be consulted for general comparison purposes only. A public estimate does not establish or replace the actual commercial cost incurred for a particular order, because it may not reflect the true shipment origin, packed dimensions, chargeable weight, account rate, freight-forwarder or consolidated routing, fuel surcharge, remote-area charge, insurance, brokerage, customs, warehouse, or handling costs.

Très Elite is not required to disclose confidential wholesale product pricing, supplier discounts, business margins, account information, or information relating to other customers. Any cost explanation or supporting documentation may therefore be summarized or redacted while preserving the information relevant to the applicable deduction.

Cost-Verification Summary

Shipping and fulfillment deductions are based on relevant carrier, supplier, warehouse, platform, payment-provider, customs, and commercial records. Where costs are shared across a combined shipment, a reasonable allocation may be used. Public carrier quotes are estimates only and do not replace transaction-specific records.

The fact that a cost was not separately displayed at checkout does not mean that it was not incurred or paid by Très Elite. A flat-rate, subsidized, discounted, prepaid, or complimentary delivery option does not mean that processing and shipping occurred without an actual cost.

Approval of a return, exchange, free shipping label, complimentary reshipment, shipping concession, fee waiver, or other service for one order does not create an entitlement to the same treatment for another order.

10. Cross-Border & International Returns

International returns may generate substantial reverse-shipping, customs, brokerage, warehouse, tax, duty, clearance, and re-importation costs.

Unless otherwise approved in writing, customers returning an international order are responsible for all return-shipping charges and any customs, brokerage, tax, duty, clearance, administrative, or destination-related fees associated with the return.

Please contact us before sending an international return so that we can provide the correct routing instructions and explain the return conditions that apply to the destination and product.

General customs, duties, delivery, and international-order information is maintained separately in our International Shipping guide linked near the top of this page.

11. Communication Requirements & Support Operations

Information Required With Your Request

Full name used on the order
Order number
Email address used at checkout
Clear description of the issue and requested resolution
Photographs and continuous video where requested
Carrier tracking number for an authorized return
Relevant carrier, customs, delivery, or pickup notice

Support Operations

Official Contact Methods: Please use our official contact form or website live chat.
Support Hours: Monday to Friday, 10:00 AM to 4:00 PM Pacific Time.
Response Time: One to three business days. Requests received during weekends, holidays, or peak periods may require the full three-business-day response window.
Thursday Cut-Off: Requests received after 3:00 PM Pacific Time on Thursday may be answered the following Monday or Tuesday.
Automated Order-Confirmation Emails: Please do not reply to automated order-confirmation emails or send messages to email addresses not designated for customer support. These inboxes are not monitored for customer-service requests. Replies do not count as valid cancellation, address-correction, product-change, quantity-change, shipping-upgrade, return, or support requests. They do not pause order processing or preserve any applicable 60-minute, 90-minute, reporting, or return deadline.
Continuing an Existing Conversation: Once our support team has responded to you by email, you may reply directly to that support email to continue the same conversation. You may also continue through website live chat, whichever method is more convenient.