Terms of service

1. Introduction & Disclaimer

When we refer to "Trésor Vintage", "we", "us" or "our", or "site", we mean Trésor Vintage Limited. Where we refer to "you" or “your", we mean you, the person using our website and services.

Trésor Vintage is not affiliated, associated, sponsored, or officially connected with any of the brands displayed and sold on our website. Trademarks and copyrights of the pre-owned items sold on our website are reserved to their original brands.

2. Privacy & Data Protection

  • Privacy Policy: By accessing your account or making any purchase, you acknowledge and accept our Privacy Policy (available at tresor-vintage.com/pages/privacy-policy), which discloses how we collect, use, and share your information.
  • Data Compliance: Any data processing carried out by Trésor Vintage will be in strict compliance with applicable Data Protection Legislation. By placing an order, you consent to the collection, use, and transfer of your personal data under these terms.

3. Ordering & Checkout Process

  • Customer Responsibility: Clients are responsible for reading our Terms & Conditions thoroughly before checking out, including our Return and Exchange policy.
  • Condition Check Email: After an order is confirmed, our team sends a detailed condition check email to the client. Trésor Vintage will only proceed to shipping once the customer acknowledges and agrees to this email. Following this mutual agreement, Trésor Vintage is not liable for any pre-existing signs of wear disclosed in that report.

4. Payment, Promotions, & Enhanced Due Diligence (EDD)

Payment Methods & Validation

We accept all major credit and debit cards processed securely through Shopify Payments (including Visa, Mastercard, and American Express), payments via PayPal, as well as direct Bank Transfers (a pro-forma invoice containing transfer details will be provided upon request with a valid billing address).

  • All transactions are secured and charged through our payment partners, Shopify Payments and PayPal, for the total order value plus any applicable shipping fees. We do not accept credit card payments over the phone.
  • Your billing address must correspond exactly to the address linked to your credit card. We reserve the right to halt processing if this information does not match.
  • We enforce strict 3D Secure rules. Additional proof of identification (e.g., passport, ID card, driving licence, utility bill, or bank statement) may be requested to support payment authorisation. Trésor Vintage will not proceed to shipping until the payment is fully confirmed and received.

Pricing & Promotions

  • All prices shown are inclusive of UK VAT and are subject to change. If a pricing error occurs, we will contact you with the correct price before processing any payment.
  • Any discount codes or promotional offers must be redeemed at the time of checkout. We are unable to apply discounts retroactively once an order has been placed.

Enhanced Due Diligence (EDD) for High-Value Transactions

When a transaction amount equals or exceeds £5,000.00, you will be required to verify your identity in accordance with UK Money Laundering Regulations and online payment compliance.

  1. Required Documentation: You must provide a photograph of an official ID (passport, ID card, or driving licence) matching the payment card, and a photograph proving your residential address (utility bill or bank statement matching the card's billing address).
  2. Processing Time: Trésor Vintage will proceed with shipping after EDD checks are successfully cleared, which may take up to 5 business days. This data is transmitted securely and is not stored permanently by us.
  3. Third-Party Processors: Payment processing and fraud analysis are handled via third-party service providers (such as PayPal). By completing a transaction, you agree to their respective terms of use.

5. Shipping & Delivery Policy

Domestic Shipping (UK)

  • Handling Time: We aim to process and pass all orders to our carriers within 2–3 working days. Orders placed on weekends or public holidays will be processed the following working day. Working days are defined as Monday to Friday, 9am to 6pm, excluding public holidays.
  • Delays: Shipments may occasionally be delayed during high-volume periods. If a significant delay occurs, we will contact you via email or telephone.

International Shipping (Outside UK)

  • Handling & Transit: Orders are processed within 2–3 working days. Once your tracking number is issued via email, international delivery typically takes 5–7 working days.
  • Duties & Taxes: Import duties, customs fees, and local taxes are not included in the purchase price. These fees are determined by your local customs authorities, are collected by DHL Express upon delivery, and are the sole responsibility of the customer.
  • Customs Declarations: We are legally unable to declare items below their actual sale value or mark items as a "gift" to evade customs charges.

Delivery Security & Refused Shipments

  • Signature Required: For both domestic and international shipping, a direct signature from the consignee (or an authorised representative at the delivery address) is mandatory to prevent unauthorised redirection or loss.
  • Refused Shipments: Should a shipment be returned to Trésor Vintage due to unpaid duties or refusal of delivery, any associated return shipping fees and non-refundable DHL taxes will be deducted from your final refund.

6. Order Cancellation Policy

  • Cancellation Window: You may request to cancel your order at any time before the item is fulfilled and dispatched from our facility. Once an order has been fulfilled in our system, it cannot be cancelled, and you must follow the standard return process.
  • How to Cancel: Because we process orders quickly, please contact us immediately if you change your mind. WhatsApp us at +44 7564 032150 or email customerservice@tresor-vintage.com with the subject heading ORDER CANCELLATION and your order number.
  • In-Transit Orders: If your order has already been dispatched by the time we process your cancellation request, please follow the standard 14-day return instructions detailed below.

7. Returns, Exchanges, & Refunds Policy

Statutory Rights & Condition Transparency

The Consumer Rights Act 2015 gives consumers the statutory right to return or request a refund for faulty products. Because we sell pre-loved items, we are not responsible for original manufacturer flaws; however, we provide highly accurate descriptions and disclose all signs of use prior to shipping. We can arrange repairs upon request via a trusted third party at an additional cost.

The 14-Day Return Window

If you are not entirely satisfied with your purchase, you may return it under the following conditions:

  • Timeline: Return requests must be submitted within 14 days from the day you (or a designated third party) receive physical possession of the last item in your order.
  • Weekend & Holiday Extension: If the 14th day of your return window lands on a weekend (Saturday or Sunday) or an official public holiday, your eligibility is automatically extended to the end of the very next business day.
  • How to Initiate: Submit your return request by logging into your automated customer account portal, or by emailing customerservice@tresor-vintage.com with your full name and order number.

Damage Claims & Return Framework

  • 48-Hour Damage Window: Upon receiving your package, please inspect the item immediately. If you discover any unexpected damage or missing components not included in the original condition report, you must provide photo/video evidence to our customer service email within 48 hours of delivery. Trésor Vintage reserves the right to decline claims made after this 48-hour window.
  • Return Shipping Costs: We offer free return shipping on eligible returns. We will issue you a prepaid return shipping label and step-by-step instructions once your return request is filed.
  • Return Timeframe: Once your return request is approved, the item(s) must be securely shipped back and received by us within 28 days of your original delivery date. Returns sent outside of this window will not be accepted.

Condition Requirements for Returns & Exchanges

All items must be returned in the exact condition they were received. Trésor Vintage reserves the right to reject a return or exchange if the item shows independent signs of wear, use, or alterations. To qualify for a refund, items must include:

  1. All original brand packaging and *Trésor Vintage packaging (box, dust bag, tags, stuffing).
  2. All protective materials intact and in place.
  3. The Trésor Vintage tags are attached in their original position. Any evidence of tag removal, tampering, or re-attachment will result in an immediate rejection of the return.
  4. All accompanying accessories and original manufacturer authenticity cards.

If a return is rejected due to non-compliance with these rules, we will notify you, and the item will be sent back to you at your own expense.

Refund Processing

Once received, your item will go through a re-authentication and condition verification process. If approved, a refund will be initiated to your original method of payment (excluding original outbound delivery costs). Refunds typically take up to 7 working days to reflect in your account, depending on your financial institution.

Exchanges & Gift Returns

  • Exchanges: The exchange process follows the exact same verification and timeframe rules as a standard return. You may exchange your item for any piece of equal or higher value. Our team will assist you with the payment steps for higher-value selections.
  • Gift Returns: To arrange a return for an item received as a gift, please contact customerservice@tresor-vintage.com for personalised assistance.

Policy Exceptions

  • No exchanges or returns are permitted for Special Orders.

8. Category-Specific Care & Remarks

  • Bags & Leather Goods: All accompanying components (straps, mirrors, dust bags, authenticity cards) must be returned. Please exercise extreme caution with light-coloured leather goods while deciding on your purchase; dark clothing dyes (such as denim) transfer easily onto light leather. If dye transfer occurs, the item cannot be accepted for return or exchange.
  • Jewellery: All delicate components (ear studs, backings, hardware, boxes) must be included. Please handle jewellery pieces gently when trying them on, as vintage components are fragile.