FAQ
FAQ
Contact us
Open hours 📞 + ✉️
Whilst our warehouse is located in Midlands, Georgia our UK team handles all queries.
Tuesday - Saturday 9:00am - 5:00pm
All emails and telephone voicemails sent on Sunday and Monday (UK time zone) will be answered Tuesday.
📞 Office: +44 (0) 1628 566422
✉️ Orders: hello@trepadora.us
Trepadora HQ address
Shipping and returns
US shipping
Our products are shipped from our warehouse in Midland, Georgia.
US orders over $75 Free
Ground Advantage (3-5 days*) $8.99FedEx (2-4 days*) from $13.99
We cannot take responsibility for delays in delivery that are outside of our control.
*From dispatch
Sales Tax
Depending on your state, your purchase may be subject to sales tax. Some states require a tax return at the end of the year for any purchases made online. TREPADORA are not responsible for any taxes due.
Dispatch
We aim to dispatch all orders within 48 hours of receipt. Delivery times are working days and commence from the date of dispatch.
Cancel an order
Orders submitted on trepadora.com can process and ship very quickly. We will do our best to cancel an existing order if you email us at orders@trepadora.com or call +44 (0)1628 566420.
We offer no guarantee that your order will be canceled or modified.
UK office hours: Tues to Sat 9am-5pm
Returns and exchanges
We do not offer exchanges. Please cancel it and make a new order.
If you would like to return your unused products in their original condition, we are happy to issue you a full refund of the purchase price subject to inspection (minus shipping and handing) within 30 days from the purchase date. Please note, the costs associated with the return are the responsibility of the customer.
This guarantee is valid for customers purchasing on www.trepadora.us and is not valid for purchases from our retail partners or wholesale clients.
Simply email hello@trepadora.us to start this process.
Refunds will be credited to the original credit card used for payment. Purchases of gift certificates cannot be returned for a refund.
Defects, Incomplete Orders or Incorrect Delivery
If there is something wrong with the order you have received, please email at hello@trepadora.us with your order details, a description of the issue and a photograph of your delivery.
If you want to return an item purchased from another retailer or salon, please contact them directly. They will have their own refund and return policy. We do not accept these returns.
Restocking charges for failed pickup or redirect
If the courier has attempted to deliver your order by leaving a card or notifying you by email it is you, the customer that is responsible to organise re delivery or to pick it up from the local depot. Failure to do so despite our attempts at notifying you will result in a re stocking fee of 20% of your order total plus shipping charges.
General
Promotions
Free Gift Terms & Conditions
From time to time we run “Free Gift” offers and promotions when you purchase qualifying items or place a qualifying order. These are the terms and conditions that govern those promotions:
1) The free gift cannot be substituted for any other item, cash or credit
2 The free gift is sent with your order
3) Placing multiple orders or orders for multiple items does not entitle you to more than one free gift
4) This offer is only available on orders placed here on our website, trepadora.com
5) The free gift offer may not be used in conjunction with any other offer or promotion that we run on our website, unless otherwise stated.
6) Only one free gift per order, per person, per address for the duration of the offer / promotion (If you place more than one order with us in the period the free gift offer is running, you will only receive the gift on your first order), unless otherwise stated.
7) The free gift will be dispatched with the relevant items from your qualifying order
8) If a customer wishes to return an order or item which qualified for a gift with purchase, the transaction can only be refunded if the gift with purchase item is also returned.
9) This promotion or offer is valid within the dates as stated on the relevant page
10) In the event of any dispute, the decision of Trepadora is final
11) We reserve the right to amend these terms and conditions at any time.
Press and collaboration requests
Wholesale enquiry
Please fill out this form so that we can consider your request.
Work with us
Please email your CV and cover letter to hello@trepadora.com. We will keep your CV on file should an opportunity arise.
Policies
TREPADORA® policies
Secure transactions
Transactions are handled with bank-grade security.
Simple checkout
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.