Frequently Asked Questions
How can I track my order?
Once your order ships, you'll receive an email with a UPS tracking number so you can follow it every step of the way. You can also use our Track Your Order page. For full details, see our Shipping Policy.
How long does delivery take?
Orders are processed within 1–3 business days, then shipped via UPS with a delivery time of 3–5 business days. Total time from order to delivery is typically 4–8 business days, and it is the same for every country we deliver to. Delivery times are estimates, not guarantees. See our Shipping Policy for more.
Is shipping really free?
Yes. Shipping is free on every order, with no minimum order value.
Do you ship to my country?
The countries we deliver to are listed in our Shipping Policy. If you have a question about delivery to your address, contact us at support@thetrevory.com.
Do you offer a guarantee?
Yes. Every order comes with our 30-day guarantee: if your item arrives faulty, has any problem or doesn't fit, contact us within 30 days of delivery and we'll exchange it or refund you in full, with free return shipping. See our Return & Refund Policy.
How can I return an item?
You can request a return within 30 days of delivery by emailing support@thetrevory.com or messaging us on WhatsApp at +44 7400 285331 with your order number and reason for return. Within 24 business hours our team will email you a free prepaid return label and the return instructions: print the label, attach it to your parcel and drop it off with the carrier. Full details are in our Return & Refund Policy.
What are the return conditions?
Items must be returned within 30 days of delivery, unworn, unused and with their original tags. Underwear, intimates and items marked Final Sale can't be returned. See our Return & Refund Policy for full details.
Who pays for return shipping?
We do. We email you a free prepaid return label to print and attach to your parcel. Returns and size or colour exchanges are free — there is no return shipping cost and no restocking fee.
How long does a refund take?
Once we receive and inspect your return, we process your refund within 7 business days, to your original payment method or as store credit. Your bank may take an additional 5–7 business days to show the funds.
Can I exchange for a different size or colour?
Yes. Free size and colour exchanges are available within the 30-day return window, subject to stock. Contact support@thetrevory.com to arrange one.
Can I change or cancel my order after placing it?
You can modify or cancel your order free of charge within 12 hours of placing it, or any time before it's dispatched. Once shipped, our standard return policy applies.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Discover, Diners Club, UnionPay, Apple Pay, Google Pay, Shop Pay and Klarna, all processed securely at checkout. See our Payment Methods page for more.
How do I contact customer support?
Email us at support@thetrevory.com, message us on WhatsApp at +44 7400 285331 (messages only), or use our contact form. We aim to respond within 24 hours during business days, Monday to Friday, 9 AM – 6 PM (London time).
Company Information
- This online store is operated by: RIZZI CORP LTD
- Store Name: ByTrevory
- Company Number: 17528907
- Registered office: 182-184 High Street North, London, United Kingdom, E6 2JA
- Email: support@thetrevory.com
- WhatsApp: +44 7400 285331 (messages only)
- Customer Service Hours: Monday to Friday, 9 AM – 6 PM (London time)
- Response Time: We aim to respond to all enquiries within 24 hours during business days.
