FAQs
How can I contact customer service?
Email us at [email protected]. Customer Service will respond to your email as soon as possible. We look forward to hearing from you.
Is all merchandise new?
All merchandise listed on our site is new, unless a product states in the description that it is pre-owned.
How do I check the status of my order?
To check the status of your order, log in to your account and click into your order to see shipment status & tracking details. If you checked out as a guest, you can view your order status by clicking “View Your Order” on either your order confirmation or shipping confirmation emails.
Why is there a pending charge on my account?
The pending charge you are seeing on your account is an authorization hold. This hold will drop off your account within 3-5 business days. We’ll only charge when the product ships to you.
Why hasn’t my order arrived yet?
Tereza uses a variety of shipping arrangements with brands, and some may result in longer shipping times than others. Most orders ship within 24-48 business hours, however shipping may take longer during the holidays.
We’ll send you an email with your tracking information once an order is on its way. Items will indicate their ship times in each description.
If the tracking information for your package says delivered and you have not received it, please reach out to us at [email protected] and we will look into it for you. After the investigation, if the package still has not shown up within 3 business days of the delivery date then we will file a claim for you.
Can I change or cancel my order after it has been placed?
Because we work so quickly to ship you your order, it is not possible for us to make changes or cancel an order once it has been placed. Depending on the item’s return policy, we are happy to accept the item(s) you have ordered once they have been received.
Products on Tereza are available in very limited quantities for only a short period of time. As a marketplace, we have many suppliers and we are unable to substitutean item once the order is submitted.
I can only order one product at a time – is it coming in multiple shipments when I order more than one product?
Due to the limitation of the shipping service, we have to ship each package individually so each package has to pay for shipping separately.
We’ll send your orders within 3 business days and give you tracking numbers.
Do you offer price adjustments?
In order to provide a wide selection of products & brands, we work with a variety of third party vendors. We work hard with these partners to offer competitive pricing on our products. However, the prices on our website change often and we are not able to offer price adjustments once an order has been shipped.
What does final sale mean?
FINAL SALE items are not eligible for refund, exchange, or store credit. Please contact us if you have any questions prior to placing your order.
How much does shipping cost?
We offer Royal Mail(4-8 business days). A flat UK £9.95 fee per each order.
