HOW DO I CLAIM A PRODUCT?
If your Tretorn product has a defect it might be considered a claim. As a consumer, you have the right to complain about product defects after purchase. You can claim if the defect is caused by manufacturing issues, but you can't claim if the defect is caused by misuse, wear or neglect.
If you have bought your Tretorn product at a reseller, you need to contact them. It's always the selling store that handles the claims/complaints and we are not allowed to interfere with their decision.
If you have bought your Tretorn product in our online shop, contact our customer service here. Attach a picture of the defect(s) in the email and provide us with your order number.
HOW DO I RETURN AN ITEM?
Please follow this link for instructions.
WILL I BE CHARGED WITH EXTRA FEES/TAXES FOR SHIPPING TO THE UK?
No, all prices are including VAT and customs. We will not charge you for customs or returns.
CAN I EXCHANGE A PRODUCT?
No, exchanges are not possible. You need to return the item and make a new order.
CAN I CANCEL MY ORDER?
In some cases, we can help you cancel your order. Please contact our customer service and we will do our very best to cancel it.
CAN I MAKE CHANGES ON MY ORDER?
Once your order is placed you can't make any changes. If something has gone wrong, please contact our customer service.
WHEN DO I GET MY REFUND?
As soon as we receive your returned products, we refund you. Please observe that it might take up to one week before the amount is visible on your bank account. In some cases, the refund amount is visible on the purchase date of your order. Please save your return tracking number, so that you know the status of your return.
WHERE IS MY ORDER CONFIRMATION?
We send out an order confirmation and a shipping confirmation to the email address that you give us at order placement. If you can't find it, please check in your spam folder. If you've given us a misspelt, or faulty email address, the confirmations can't be sent.
WHAT IS THE INNER MEASUREMENT ON YOUR BOOTS/SHOES?
There is a size chart on almost every product on the product page. It is located next to where you choose sizes. If you can’t find it, please contact customer service.
HOW ARE THE SIZES ON YOUR JACKETS?
We have a size chart on almost every apparel product, you can find it on the different product pages next to where you choose a size. In general, on unisex products, we recommend women to choose one size smaller than usual.
HOW DO I TAKE CARE OF MY TRETORN PRODUCTS?
Always follow the washing instruction on our jackets. For boots and shoes; have a look at our care guide.
HOW LONG DOES IT TAKE TO GET MY ORDER?
This depends a lot since we are working with logistic companies. The normal delivery time is 3-6 working days depending on your location. If you haven't got an e-mail with a shipping confirmation within 2 workdays, please contact customer service.
I HAVE A DISCOUNT CODE, HOW DO I USE IT?
You activate your discount code in your shopping cart before placing the order. Please observe that we are unable to add the discount after you have placed the order.
MY DISCOUNT CODE DOESN’T WORK?
This may be caused by three different things:
1. The code is no longer valid.
2. You have misspelled the code, or may have accidentally added a spacing etc.
3. You’re trying to combine the code with other offers.
If the above reasons aren’t applicable to your situation, please contact customer service.
WHY DOES NOT MY PHONE NUMBER GET ACCEPTED?
Please type in your phone number according to the instruction in the checkout, without any spacing.