FAQ
Below you'll find answers to frequently asked questions. If you need further assistance, please don't hesitate to contact our customer service: your satisfaction is our priority.
How do I get a refund after a return?
Refunds are processed within 10 business days from the date the package is handed over to the courier. You will receive a confirmation email as soon as the return arrives in the warehouse. Return shipping is free in Italy; shipping abroad is the customer's responsibility.
How can I make a return?
You must request it within 14 days of purchase:
- Log in to your customer area and select your order.
- Follow the procedure and ship with any express courier (BRT warehouse or Service Point).
- Pack the goods with a copy of the order summary and, if necessary, contact customerservice@trevieshoes.com to arrange collection.
Who is entitled to a return?
The product must be:
- Intact, unused and unwashed, in original packaging.
- Labels, tag and inserts intact.
- Purchased in full (not valid for products sold in partial bundles).
Otherwise the return will not be accepted.
What should I do if I receive a damaged package?
If the item inside is damaged, please contact our customer service team using the form at the bottom of the page. We'll help you arrange a replacement or refund.
How can I track my order?
After order confirmation:
- We process it (max 2 working days) and send you an initial confirmation email.
- The courier will send you the tracking link (it will be activated within 3 business days, although it may not be available initially).
- Using that link you can track delivery attempts and check for any problems.
What are the shipping times?
Warehouse preparation phase: approximately 2 working days.
Courier delivery: approximately 2-3 working days.
Overall, from order to receipt in 3–5 business days.
Can I change my shipping address after ordering?
Yes, by contacting the courier and providing the tracking code. It is not possible to change the delivery method (standard/express) or address before the first failed delivery attempt.
How much does shipping cost to Italy and Europe?
- Italy: €7.99 per order (non-refundable in case of a full return).
- Europe: €15.99 per order.
What payment methods are accepted and how do refunds work?
You can pay by credit card (Mastercard, Visa, Postepay) or PayPal.
- Card payments are authenticated via 3DS and protected by SSL.
- In case of return, the amount will be credited back to the same card or PayPal account used.
- If you need an invoice, please contact customer service before ordering.
What is a discount coupon and how can I use it?
The discount coupon is an alphanumeric code that is applied by entering it in the “Discount Code/Gift Voucher” space in the Cart stage or at checkout.
- Each voucher has conditions (minimum spend, expiration date) indicated next to the code.
- It is valid only once and for one order; if you use it and cancel your order, you cannot use it again.