How do I contact customer support?
Our customer support can be contacted by E-Mail firstname.lastname@example.org .
During particularly busy times, there may be a short wait before you receive an E-Mail response. Also, check your spam folder to see if the reply landed in there.
How do I know if my order was successful?
After completing the order process, you will receive an order confirmation by E-Mail. If you have not received an order confirmation, please contact our customer service.
Can I add more items to my order later?
Unfortunately, you cannot add more items to an order that has already been completed. If you would like to order more items, please place a new order.
When and how will I receive my invoice?
The invoice will be sent automatically in a separate mail after the item has been shipped.
If you can't find the invoice, please contact our customer service email@example.com , so that we can send you your invoice.
Are items reserved in the shopping cart?
The items you add to the shopping cart are not reserved.
Change or cancel your order
If you wish to change your order, please contact our customer service firstname.lastname@example.org However, we can only change your order if the package has not yet been handed over to the courier.
Shipping & delivery
My shipping address is different from the billing address. Is that a problem?
No problem at all, just enter a shipping address that is different from the billing address. Follow the instructions during the order process.
Can I track the delivery of my order?
Once your order has been processed, you will receive a shipping confirmation email with your tracking number and a link to our shipping provider's website where you will be able to track your order.
I have received damaged or defective merchandise
We´re very sorry if your item arrived damaged or defective. Please send an email with photos, a short description of the damage and your order number to our customer email@example.com so that we can process your claim as soon as possible.
What shipping time should I expect?
You can expect your order usually within 4-7 business days for orders placed within USA, 7-10 working days for those placed around the world.
Please note that we don´t ship on weekends and public holidays. Deliveries are usually not made on Sundays and other public holidays.
We do our very best to meet shipping times, but in some cases there may be some delays, especially after new collection drops.
What are the shipping costs?
Our standard delivery fee is $14.99 within the USA and worldwide shipping is $19.99 and we make use of USPS, Royal Mail, DHL, Fedex and UPS.
My package did not arrive
If you did not receive your order, please contact our customer support firstname.lastname@example.org so that we can file for a follow-up request with our shipping provider.
Can I change the delivery address after the order?
If any part of your address is missing or there is a typo in the address, please contact our customer service email@example.com However, we can only change the delivery address if the package has not yet been handed over to the courier.
If the package is already on its way, you have the possibility to change your address independently via the tracking-link. The tracking link can be found in the shipping confirmation.
Please note that this is only possible after the package has left our warehouse and has been scanned by the shipping company.
I have received an incorrect item
We are sorry that you have received the wrong item.
Please return the wrong item and include the completed return form in the package.
Unfortunately, we cannot guarantee an exchange. If the exchange is not possible, we´ll give you a full refund by the same method you used to pay.
My order did not arrive in the delivery time
We are sorry if you did not receive your item within our stated delivery time.
We make every effort to meet delivery times, however, in some cases delays may occur, especially after collection drops.
Other factors, such as delays with the delivery partner, traffic delays, or receiving address discrepancies, also affect delivery time.
You can keep up to date with the current delivery status with the help of shipment tracking.
If you do not want to keep the delayed item, you can of course return it within the next 14 days.
My order was not complete
We are truly sorry that your order was not complete.
Before contacting our customer service, please check the following:
We may have shipped items in separate packages. Therefore, check your E-Mails to see if some items may still be arriving. The item may be out of stock, be sure to check your emails to see if we have emailed you about it. If this is not the case, please send an E-Mail with the name of the item and your order number to our customer service firstname.lastname@example.org
How does a return work?
You can return orders from Germany to us within 14 days after receipt.
Simply fill out the enclosed return form and put it in the package. On the form, you can indicate whether you want to return the item for a refund or exchange it for another item. You can also tell us the reason.
When will I get my refund?
Once we have processed your return and the refund has been issued, you will receive an E-Mail confirmation from us. We will refund the purchase amount to the payment method you used for your initial order. The processing time takes up to 14 business days.
Can I exchange an item?
Unfortunately, we cannot offer exchanges. It is best to return the first order and place a new order.
Item defective after 14 days?
If your item is defective after the cancellation period of 14 days has expired, please contact our customer support email@example.com
I have not received a refund after 14 days. What can I do?
If you have not received a refund after 14 days, please contact our customer service. Please provide your order number and customer number so that we can help you quickly.
What payment methods do you accept?
We accept the following payment methods:
credit card (mastercard & visa & american express)
Is my payment data secured and not visible to third parties?
Your personal data is transmitted in encrypted form during the ordering process. We secure our website and other systems by technical and organizational measures against loss, destruction, access, alteration or distribution of your data by unauthorized persons. Access to your customer account is only possible after entering your personal password. Even in the case of possible refunds, complete credit card details cannot be accessed. Additional protection is provided by the respective authentication procedure when paying with visa card or mastercard.
Are there additional costs?
There will be no additional costs for orders within the European Union. For shipments to non-EU countries, additional taxes or costs (e.g. customs duties) may be incurred in connection with your order, which will not be paid by us or invoiced by us, but have to be paid by you directly to the responsible customs or tax authorities.
Is value added tax already included in the price?
The prices shown are inclusive of vat.
I am returning part of the order, will my invoice be updated automatically?
You only pay for the items you keep. Please follow our return policy.
Products & size
How do i know what size i need?
To determine your size you can use our size guide. Furthermore, you will find an indication of the size of the models of the clothing size with every product, which you can also use as a guide.
Do I find the same products in the store as in the online store?
Not all items we sell through our online shop are offered in the same way in our stores.
Privacy & security
Is my data safe?
The protection of all personal data is important to us, therefore you have the right to obtain information about your data or to correct your data at any time within the framework of the legal provisions. We obtain your express consent for the use of this data for the purposes of advertising and market research as well as for offers and promotions by email, e.g. in the context of the ordering process or when registering for the newsletter. You can revoke your consent to the use of your data at any time with immediate effect. Detailed information on the subject of data protection can be found in our data protection declaration.
My account & newsletter
What does your privacy statement contain?
What are the benefits of registering with the houseoftreli.com online store?
Registering with houseoftreli.com brings you many advantages. You can personalize and edit your own profile, create multiple delivery addresses, place, view and track your orders faster and directly from your account.
Do I have to register?
You can also shop with us without registering by placing a guest order. However, you will not be able to track the status of your order through our online store and will have to re-enter your address information for your next order.
How can I change information in my houseoftreli.com account?
Simply log into "my account", select "edit" and change the desired information.
What happens if I forget my password?
You can request a new password by selecting "forgot password" on the login page with your email address.
How old do I have to be to place an order?
The legal minimum age for online shopping is 18.