FAQs

Here are some of the questions we're often asked at Trésor Vintage. If you can't find the answer you need, please don't hesitate to contact us at info@tresor-vintage.com.

OUR PRODUCTS

Trésor Vintage has a rigorous double authenticate process, from the source end to our end. First authentication with our reputable authorized authenticators globally, then second authentication using an Artificial Intelligence (AI) technology referencing millions of microscopic surface images and algorithms to proof the authenticity. Our pre-loved bags all come with their own certification and our clients will receive all the information about the piece once they received it. A full refund would be offered if you found any of our items a counterfeit. 

Trésor Vintage ensures that every of the pieces are in their most pristine condition. Our team inspect each pre-loved pieces to guarantee their quality, authenticity and condition are up to standard. To make sure the transparency to our clients, our team has developed a guide based on the condition of the bags. The guide is a 5- Star overall rating system, which our team determine the condition of the bags by taking exterior, interior and shape of the piece into consideration. If you would like to know more about our condition guide, please visit our blog on our website for more information. 

Trésor Vintage monitors each of our pieces carefully to ensure that our clients receive the highest quality pre-loved luxury pieces. Our team only source bags in good or high standard condition. If any of the sourced piece is not up to our standard but worth collecting, we ensure that the detailed condition is being present to our clients before any transaction is being made. 

Trésor Vintage sources our unique pieces from a global network of clients, sellers and collectors. If you have a specific bag you are eyeing for, please do not hesitate to contact us via email: sales@tresor-vinatge.com and our team would assist you. 

Trésor Vintage designed our own luxury packaging to ensure a remarkable unboxing experience. Nevertheless, our pieces are pre-loved, thus not all of the bags would have the original boxes and paperwork. The availability of the original packaging and paperwork would be listed on our website product description and condition report page. 

Trésor Vintage could assist our clients to find the pre- loved pieces they would love to own. Please contact our team via email: sales@tresor-vinatge.com with your name and details for the specific item(s), then our team would be able to assist you with special and custom orders. 

MY ACCOUNT

By clicking the icon on the top right hand side of our webpage, input all the details and submit, the account would be created. You will receive an email about your account. 

If you encounter any difficulties during this process, please contact us via email: customerservice@tresor-vinatge.com, and our team is always ready to assist. 

You could view your transection history, receipts, track and manage your orders, update your personal information when you made a purchase. This ensures a speedy checkout the next time you place an order. You could save your favorite bags on our website within your profile. After purchase, a condition report and proof of payment would be saved in your account for your future reference. Having an account with us, you would receive the latest information and promotions as well. 

MY ORDERS

You could change the delivery address by contact us via email: customerservice@tresor-vinatge.com or WhatsApp +44 7564 032150, with your name and order number; however, once an order has been shipped, you are unable to change the shipping address on the order. Please contact our team via email: customerservice@tresor-vinatge.com should you have further questions. 

Trésor Vintage will send an email notification including tracking information when your package shipped successfully. Create an account with us before checking out would enable you to view the status of your order, obtain tracking information. The shipping company (DHL Express) will send you texts for shipping updates. 

Your purchase could be returned within 14 days subjected to our return policy, which you would be able to enjoy the legal right to return or exchange under our condition. When you ticked agree on our “Terms and Conditions” before checkout, you should follow our return policy. Please note that we are unable to offer any refunds on jewelry for pierced ears. We do not offer any returns on special requested pieces. Please contact our team via email: customerservice@tresor-vinatge.comor WhatsApp +44 7564 032150 should you have further questions related to our return policy.

Trésor Vintage had our own exclusive packaging and boxes, making you purchased a perfect gift for you and your loved ones. Before checking out on our website, you could choose shipping the piece as a gift, and then you could type in your personal message. Our team will include this with your order. If you choose to purchase as a gift, your receipts will be sent via email, instead having a physical copy with your order. All price tags will be removed from all orders marked as a gift before being shipped. 

PAYMENT

Trésor Vintage accepts the following forms of payment: 

Visa, Mastercard, American Express, Diners Club and PayPal with valid billing address.

and 

BANK TRANSFER

Please note that additional validation might be required during payments. 

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When placing an order, your billing address must correspond to the address of your credit card. We hold the right to stop processing your order if the information does not match. 

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The cards are charged through the secure payment partners: Global Payments and PayPal for the order value, plus shipping fees. Additional charges such as exchange rate for international purchase might be applied depends on the credit card companies. 

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All transactions are secured by our payment partners Global Payments and PayPal, to protect your personal and payment data. 

After you agreed to our Terms & Conditions and finished the order payment, your account will be debited. 

All orders shipped outside the United Kingdom are subjects to additional charges for taxes & duty on receipt of goods. The buyer or recipient of the order is responsible for paying any duties and local tax assessed by your local customs office.

When your package passing through customs, our shipping company will send you an email indicating how much you have to pay for tax or duties (if applicable). This payment could be made online visa credit/ debit card. After the tax or duties are cleared, your shipment will be delivered withing short period of time.

DELIVERY

Trésor Vintage ships both domestically and internationally: 

DOMESTIC SHIPMENTS 

Our team ships all orders to a United Kingdom address via DHL EXPRESS and with expected 3 days of delivery. 

INTERNATIONAL SHIPMENTS

Our team ships all order to an address outside the United Kingdom via DHL EXPRESS and with expected 5 to 7 days of delivery.  

For both domestic and international shipping, we required a direct signature from the consignee or a representative at the delivery address to ensure your shipment is not re-directed, or delivered at an alternative address. 

For more information on our domestic and international shipping options, please visit our website or contact our team via email: customerservice@tresor-vinatge.com or WhatsApp +44 7564 032150.

If you have created an account with us before checking out, you could log in to your account and view the status of your order. If you checked out as a guest, you could find the tracking number in your confirmation email. If the order is not being delivered after the expected delivery date, please do not hesitate to contact us via email: customerservice@tresor-vinatge.com or WhatsApp +44 7564 032150 , and our team will look int the issue in no time.