DELIVERY & RETURNS
Last Updated: 18th July 2016
OUR DELIVERY MISSION
Très Jolee is happy to deliver your beautiful shoes to anywhere in the world as long as it is a physical address! Unfortunately, there are some countries we are unable to ship to due to logistic or payment restrictions; countries include but are not limited to: Iraq, Myanmar, North Korea, Saudi Arabia, South Sudan, etc… For security purposes, we do not ship to P.O. Boxes. We offer worldwide shipping via DHL, FEDEX or S.F Express.
PROCESSING YOUR ORDER
Once you submit an order, you will receive an email confirmation that we have received your order details. A confirmation email does not mean that we have accepted your order. We reserve the right not to accept your order for payment, shipping restrictions and/or stock reasons. If your order has been accepted, we will send you a notification email with the tracking number of your package.
We do our best to keep our site refreshed frequently to show in-stock items available for purchase; however we do not warrant that all products shown “in stock” will be available upon our receipt of your order. In the event that your order cannot be processed due to “out of stock”, we will cancel your order and notify you via email. You will not be charged for your order if the item is “out of stock”. For first-time customers, Très Jolee reserves the right verify your account and payment information for security purposes. We may contact your card issuer to confirm your details and authenticate the order request. This verification process could delay the dispatch of your order.
SHIPPING YOUR ORDER
We deliver Monday to Friday, 10am – 5pm HKT (Hong Kong Time). Orders placed on Friday after 3pm and on weekends will be shipped on Monday. We do not ship on weekends or public holidays. Typically, accepted orders will ship within 2 business days. As soon as your order ships, you will receive an email with your order tracking number. If you did not receive an email confirmation, please check your spam folder or contact us to verify the status of your order. For a general guideline of when you will receive your order, please refer to the Delivery Rates and Service section.
*Très Jolee shall not be held responsible for shipment delays caused by unforeseen circumstances such as, but not limited to; adverse weather, airplane delays, customs delay, wrong input of delivery address and any situation beyond the control of the company.
RECEIVING YOUR ORDER
A signature will be required upon delivery of your order. Please be aware that our service is not a named delivery service and anyone at the designated delivery address can sign for your package. We will not be liable for a lost or missing order that has been signed for at the designated address in your order. When placing your order, it is important to ensure that the billing and shipping address details are correct. Undeliverable orders that are returned to us due to incorrect address, P.O. Box address, failed delivery attempts, refusal to pay custom duties and tax will be charged a handling fee of 25%. If your order is returned due to the above circumstances, we will issue you a refund minus the original shipping and 25% handling cost.
DELIVERY RATES AND SERVICES
Free standard shipping is available to Hong Kong, China and Malaysia on all orders.
For standard shipping to all other countries in Asia, a flat rate of HKD 180 will be charged.
For standard deliveries to the rest of the world, a flat rate of HKD 380 will be charged.
We currently do not provide express shipping.
Standard shipping time for Asia is estimated to be between 5 to 7 business days.
Standard shipping time for the rest of the world is estimated to be between 7 to 12 business days.
We provide tracked shipping for all our deliveries. To track your delivery, simply log into My Account. The delivery timeline provided is an estimate and for your reference only. Très Jolee does not guarantee delivery time.
RETURNS & EXCHANGE
We’re sorry to hear that you were unsatisfied with your purchase – let us help!
All regular priced items purchased from Très Jolee are eligible for refund only if the item is returned within 14 days of receipt in its original packaging and in perfect, unused and unmarked condition.
- 14 days of receipt is counted starting from the receipt of your order based on delivery record. This includes weekends and public holidays. If 14 days have passed since you received your purchase, we cannot offer you a refund.
- Perfect condition is defined as the item and packaging being absolutely new, unworn, unused, unmarked, unwashed and unaltered. The sole of the shoes must not be marked or scratched in any way. The shoebox must not be damaged. Très Jolee will not accept returns of non-faulty items that have been worn, used, scratched and/or if the packaging has been damaged or removed.
- Any items that have been altered or repaired are not eligible for refund.
- All refunds must be accompanied with the refund request form located in the shoebox. Please complete the refund request form and send it back together with the items you wish to return. Returns without the request form will not be accepted for refund.
- Très Jolee is not and will not be responsible for any postage or PayPal costs incurred for the item being returned.
- Très Jolee will not refund any items that get lost in the post. We advice that you consider using a trackable shipping service to return the item.
- Très Jolee reserves the right to inspect the product first before issuing the refund. Should there be any query pertaining to the quality/condition of the item, we will contact you for further verification.
- Once the item has been approved for return, we will notify you via email.
- Refunds will be credited to your original method of payment. Original shipping charges will not be refunded. For customers who received free shipping, the standard rate of shipping will be deducted from the total amount.
- Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded is due to exchange rate fluctuations are will not be reimbursed.
- Refunds will generally be processed within 30 days of approval. If you do not receive your refund within 30 days, please contact your credit card company first as there is often a lengthy processing time before the refund is posted in your statement.
Due to the limited availability of our shoes, we are not able to offer you exchange services. If you purchased a size that does not fit you perfectly, please send it back to us according to the return policy and place a new order with us. Discounted items, final sale and clearance are not eligible for refund or store credit. All final decisions pertaining to the return policy are subject to Très Jolee discretion. In the event of dispute, Très Jolee’s decision shall be final and conclusive.
TAXES AND DUTIES
All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of the custom agents to release your package. In the rare occasion, custom agents may delay delivery of some packages. Très Jolee is not responsible for late delivery caused by custom delays.
Our payment gateway is PayPal, which accepts Visa, MasterCard, Discover, JCB, American Express and China UnionPay credit card payments. All our prices are published in Hong Kong Dollars (HKD) and will be charged in this currency. The website has a currency converter feature to help you approximate the value in your local currency. Final credit card and PayPal debited amounts may vary based on daily exchange rates, bank rates and bank commission.
TRACKING YOUR ORDER
Once your order has been shipped, we will email you the tracking number of your package. If you have an account, you can check the status of your order anytime by simply logging into your account and clicking “View Order Status”. If you do not have an account, please contact us and we will respond with your order status and tracking information. To help us better assist you, please provide us with your name and order number.
CANCELLING YOUR ORDER
You can cancel your order by contacting us immediately before your order is processed. We will do our best to accommodate your request.