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Customer Care

Payment Methods

Track your order

and refunds


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Has my order been shipped?
You can check the status of your order by logging into your personal area.

  • Status "Processing (yellow): we have received your order correctly and it will be processed as soon as possible.;
  • Status "Shipped (green): we have assigned your shipment to the courier, you will receive an email to track the delivery;
  • Status "Deleted (red): the order has been cancelled;
  • Status "Awaiting Payment (orange): it was not possible to complete the payment for your order.

If you have placed your order as a guest user, please contact our customer service for more information about the status of your order.

Can I cancel or edit an order?
You can cancel an order but not edit it.
To cancel an order please contact our customer service department.

I received a defective product, what do I do?
If you think you have received a defective product, please contact our customer service department indicating your order number, the defective item and sending us some pictures of the alleged defect. We will contact you to proceed with the return of the item.

How much is the return?
The return is completely free throughout Italy! For more information see the "Returns & Refunds" section.

I didn't get the confirmation e-mail. What do I do?
Before contacting our customer service department, we ask you to verify that the email address you entered during checkout is correct. Also check the Spam and Undesired Mail folders of your mail client. If you still can't find your order confirmation, please contact our customer service department.

Can I use a GiftCard purchased in store?
At the moment it is not possible to use GiftCards purchased in store online.

Can I book an item and buy it later?
Unfortunately, it is not possible to book items in advance. Treesse is committed to ensuring that all our customers are able to purchase.

Is it mandatory to create an account to place an order?
Having an account is not mandatory, but we recommend that you create one so you can take advantage of the benefits like:

  • Fast Checkout;
  • Order History
  • Order Status;
  • Fast Returns;
  • Wishlist;

Can I choose the time and date of delivery of my order?
The date and time of delivery are not handled by Treesse, so we recommend that you contact the courier directly.

Can I buy online and pick up at the store?
At the moment the Click & Collect service is not available, we are working to make this option available as soon as possible.

Can I make a replacement?
Replacement is only available in our stores. If you have made an online purchase and you’d like to replace it in one of our store, we ask you to inform us in advance so we can send you the documents for the exchange. Do not forget to bring the documents found inside the package with you. We also remind you that online prices may vary compared to those in stores

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