Frequently Asked Questions (FAQ)

General

Where is Tresado located?

Tresado is based in Spain. All activities comply with Spanish law and European regulations.

How can I contact Tresado?

You can reach us by email atinfo@tresado.com. We aim to respond within 48 hours.

Orders

How do I place an order?

You can place an order by:

  1. Adding products to your cart.
  2. Proceeding to checkout.
  3. Filling in your details and completing the payment.

Can I cancel my order?

Orders can be canceled as long as they have not yet been shipped. Contact us as soon as possible atinfo@tresado.com.

Shipping

What are the shipping costs?

  • Within Spain: Free shipping for orders over €50. For orders below this amount, shipping costs will be calculated at checkout.
  • International: Shipping costs are calculated based on your location and the weight of your order.

How long does it take to receive my order?

  • Spain: 3-5 business days.
  • Europe: 5-10 business days.
  • Rest of the World: 7-21 business days.

Do I need to pay customs or import duties?

International customers are responsible for any customs duties, import taxes, or fees imposed by their local authorities.

How can I track my order?

Once your order is shipped, you will receive a tracking number to monitor the delivery status.

Returns and Refunds

What is your return policy?

We offer a 30-day return policy. Items must be returned in their original condition: undamaged, unused, with tags, and in the original packaging.

How do I initiate a return?

Contact us at info@tresado.com to start a return. Once approved, you will receive a return label and shipping instructions.

Who pays for return shipping?

  • For defective or incorrect products: Tresado covers the return shipping costs.
  • For voluntary returns: The customer is responsible for return shipping costs.

When will I receive my refund?

Once we receive and inspect your return, the refund will be processed within 10 business days. Contact us if you have not received your refund after 15 business days.

Cookies and Privacy

How does Tresado use cookies?

We use cookies to:

  • Remember your preferences (e.g., language or cart items).
  • Analyze website performance.
  • Display personalized advertisements (with your consent).

You can manage your cookie preferences via the Cookie Settings on our website.

How does Tresado protect my data?

We use SSL encryption to secure your data during transmission. Your personal data is securely stored and only accessible by authorized personnel.

Are my payment details stored?

No, your payment details are processed directly by certified payment providers and are not stored on our servers.

 

Warranty and Products

Warranty and Products

Yes, all our products come with a 2-year legal warranty within the EU. Contact us if a product is defective.

Can I exchange a product?

To exchange a product, first initiate a return request. Once the return is approved, you can place a new order for the desired item.

Which products cannot be returned?

  • Personalized items.
  • Personal care products (e.g., beauty or hygiene products).
  • Perishable goods (e.g., food or flowers).

Security

Is my order secure?

Yes, we use advanced security technologies such as SSL encryption and partner with certified payment providers who comply with PCI DSS standards.

What happens in the event of a data breach?

In the event of a data breach, we will:

  1. Notify the Spanish Data Protection Authority within 72 hours.
  2. Inform affected customers about the nature of the incident and recommend protective measures.

Disputes and Complaints

What should I do if I have a complaint?

Send your complaint to info@tresado.com. We aim to respond within 48 hours.

Can I file a dispute through an external platform?

Yes, EU customers can file disputes through the EU Online Dispute Resolution (ODR) platform: ODR.

Other Questions

What should I do if I haven’t received my order?

First, check the tracking information. If your order has not arrived within the expected delivery timeframe, contact us at info@tresado.com.

Does Tresado offer eco-friendly shipping options?

Yes, we strive to use recyclable packaging and partner with eco-friendly shipping providers whenever possible.

We Are Here to Help!

Have questions or need assistance? Check out our Frequently Asked Questions below for quick answers. If you don’t find what you’re looking for, feel free to ask us directly through the contact form. Your feedback and queries are always welcome!

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