What is Trenzay?
Trenzay is an online store offering a range of carefully selected everyday gadgets, electronics, fitness products, and other useful products.
Where do you ship?
We currently ship exclusively across the United Kingdom.
Are your products branded?
Our products are generally non-branded products sourced from our suppliers.
How can I contact Trenzay?
For any questions or assistance, email us at trenzayofficial@gmail.com. Our team aims to respond within 24 hours.
Orders & Shipping
Do you offer free shipping?
Yes. We currently offer free shipping across the UK.
How long will my order take to arrive?
Delivery times vary depending on the product and its shipping location. Please check the estimated delivery time shown for the individual product before placing your order.
Our orders are generally processed within 1–3 business days after successful payment. Delivery times may occasionally be affected by circumstances outside our control, such as courier delays, customs clearance, public holidays, severe weather, or periods of high demand.
How do I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking information. Please allow up to 48 hours for tracking updates to appear.
Why isn't my tracking information updating?
Tracking information can sometimes take up to 48 hours to begin showing updates after your order has been shipped. If your tracking information still hasn't updated after this period, please contact our support team.
What if my order is delayed?
Delivery times are estimates and occasional delays can occur. If your order has not arrived within the expected delivery period, contact us at trenzayofficial@gmail.com and we'll be happy to assist.
What if I entered the wrong shipping address?
Please carefully check your shipping information before placing your order. Trenzay is not responsible for delays, additional charges, or unsuccessful deliveries caused by an incorrect or incomplete address provided by the customer.
Returns & Refunds
Can I return my order?
Yes. Eligible items can be returned within 30 days of receiving your order.
What are the requirements for a return?
To qualify for a return, the item must:
- Be unused and unworn
- Be in its original condition
- Include original packaging, tags, and accessories
- Have proof of purchase
Who pays for return shipping?
If you're returning an item because you've changed your mind, you are responsible for the return postage.
If the return is necessary because Trenzay made an error, we will cover the return shipping costs.
Can I return an opened or used product?
Generally, returned items must be unused, unworn, and in their original condition. Certain hygiene-related items cannot be returned once their seal has been broken.
Are there products that cannot be returned?
Yes. Non-returnable items include:
- Gift cards
- Personalised or customised products
- Items marked as Final Sale
- Hygiene-related items where the seal has been broken
What if my item arrives damaged or defective?
Please contact us within 48 hours of delivery and provide photos of the item and packaging. We'll review the issue and assist you with the appropriate resolution.
What if I receive the wrong item?
Contact us within 48 hours of delivery with photos of the item and packaging. If the error was made by us, we'll assist you and cover the applicable return shipping costs.
When will I receive my refund?
Once we receive and inspect your returned item, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days.
Payments
What payment methods do you accept?
Payment options available to you will be displayed during checkout. Please use the payment methods shown at checkout for your order.
Is my payment information secure?
Payments are processed through the payment services available through our Shopify-powered store. We do not recommend sending payment information to us directly by email or through other unsecured communication channels.
Products
Do your products come with a warranty?
Our products do not currently include a separate warranty unless a specific product listing states otherwise.
Are your products safe to use?
Please carefully read the product description and any instructions or warnings provided with the product before use. If you have questions about a particular product, contact us before purchasing.
Why might my product look slightly different from the pictures?
Product images and colours may appear slightly different depending on lighting, photography, and your device's display. Minor variations may also occur between product batches.
Cancellations & Support
Can I cancel my order?
Orders may be processed shortly after they are placed. If you need assistance with an order, contact us as soon as possible at trenzayofficial@gmail.com. Cancellation eligibility will depend on the status of your order and applicable terms.
How quickly will Trenzay respond to my email?
We aim to respond to customer enquiries within 24 hours.
Do you offer live chat?
We currently don't offer live chat. For assistance, please email trenzayofficial@gmail.com.