SHIPPING & RETURN

At TRRYA, we are committed to ensuring that you are satisfied with your purchase. However, if for any reason you need to return or exchange an item, our comprehensive returns policy is designed to make the process easy and transparent. Please carefully review the information below.

• To be eligible for a return, the item(s) must be:
  • Unused: The product must be in its original condition, without any signs of use.
  • Undamaged: There should be no signs of wear, damage, or tampering.
  • In Original Packaging: The product must be returned in its original packaging to qualify for a refund or exchange.
• Returns must be initiated within 14 days from the date of delivery.
• Please note: Opened incenses, are not eligible for returns due to hygiene reasons.

• Contact us at contact@trrya.com within 14 days of receiving your order to request a return.
• You will be responsible for the cost of return postage and any associated risks (such as loss or damage during transit).
• We recommend using a tracked or recorded delivery service when returning items to ensure they arrive safely.
• Returns should be sent to the following address:
  50 Queens Road
  Southall
  UB2 5AZ
  United Kingdom

• In the unlikely event that you receive a faulty, damaged, or incorrect item, please notify us within 48 hours of receiving your order. Contact us at contact@trrya.com and include photographic evidence of the issue.
• We will arrange for the product to be exchanged or refunded at no cost to you, provided that the issue is reported within the 48-hour window.
• Claims reported after 48 hours of receipt may not be accepted for return or exchange.

• Once we receive the returned item and confirm it meets the eligibility criteria, we will process your refund within 10 working days.
• Refunds will be issued back to the original payment method.
• Postage and packaging fees (both the original shipping cost and the cost of returning the item to us) will not be refunded.
• If you received a free gift or sample with your order, these items must be returned along with the main product. If they are not returned, the value of the free gift/sample will be deducted from your refund.

• If you would like to exchange an item, return the original product to us in unused and undamaged condition.
• Once we receive the item, we will send out the replacement (subject to availability) as soon as possible.
• If the desired exchange item is unavailable, you will be given the option to select an alternative or receive a refund (excluding postage fees).
• Please note that postage fees for exchanges will be at the customer’s expense.

Due to the intimate and personal nature of certain products, the following items cannot be returned or exchanged:

• Any product that has been used or opened.
• Custom or personalized items (such as custom packaging) are non-refundable unless faulty.

• We recommend that you return your items using a tracked or insured shipping service, as we are not liable for lost, damaged, or delayed packages.
• Ensure the package is securely packed to avoid damage during transit.
• We cannot issue refunds or process exchanges until we have received and inspected the returned goods.

If you wish to cancel your order, please contact us as soon as possible at contact@trrya.com  The following guidelines apply to cancellations:

• If your order has not yet been dispatched, we will cancel it immediately and issue a full refund.

• If the order has already been dispatched, we cannot cancel it. However, you can still return the item under our Returns Policy once it arrives.
• You will be responsible for the cost of returning the item, and the refund will be processed (excluding any postage costs) once we receive the product back in its original condition.

• If you are not home when the delivery is attempted, a card will be left with instructions on how to collect your package or arrange for redelivery.
• If the package is returned to us due to non-collection, we will refund the product cost minus the postage fees.

• Please ensure that all delivery details are entered correctly when placing your order.
• If an order is dispatched with incorrect details provided by the customer, and the package is lost or returned, the customer will be responsible for any additional shipping charges.
• No refunds will be issued for packages lost due to incorrect address information.

• If you add a delivery note for Royal Mail or another courier (e.g., “leave in a safe place” or “deliver to a neighbor”), we are no longer liable for misplaced or stolen orders once tracking shows the item has been delivered.
• If the parcel is delivered to a safe place or neighbor and subsequently lost, it will be the customer’s responsibility to follow up with the courier

If you have any questions or need further assistance regarding returns, exchanges, or cancellations, please don’t hesitate to reach out to us at contact@trrya.com. We’re always here to help and ensure your experience with us is positive!