Shipping and returns
Shipping information
Shipping rates
€15,00 - flat worldwide rate (express delivery, 1-5 business days).
FREE - all orders over €80,00.
Delivery time
Our office and warehouse are based in Europe, so we ship all orders from Europe with GLS and DHL. We normally dispatch orders within 1 business day.
Europe: 2-7 business days
US & Canada: 3-7 business days
Rest of World: 3-7 business days
Return policy
Our return policy lasts 30 days. If more than 30 days have gone by since the day you received your order, we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging. Please email us at support@trivela.eu in case you would like to return/replace purchased products.
We carefully inspect every item before shipping it to you, but it is out of our hands if something happens during transport. In case of defective products, we will refund you the full amount, including shipping costs.
Cancellations
Before we process your order (we usually do that within 1 business day), you can cancel your order and we will refund you the full amount, including shipping costs. To cancel your order, contact us immediately at support@trivela.eu.
Once your order is processed (i.e. handed over for shipping), you can still cancel your order, however, you will first need to receive your ordered items and then send them back to us to receive a refund (minus the shipping costs). Scroll down for our returns shipping address.
Refunds
Once your returned item is received and inspected, we will email you to notify you that we have received it. We will also notify you regarding the approval or rejection of your refund.
If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
Exchanges
We carefully examine every product before it is shipped, but we can't guarantee that products will not get damaged during transportation. If you need to exchange the received item for the same item, contact us, and we will provide you with detailed instructions.
Shipping of returns
The easiest way to return your items is to contact us, and we will organize a courier to pick them up at your desired location and time. We will inform you of the exact shipping cost before we send it to the courier.
Shipping costs are non-refundable unless the received items were damaged during transport. If you receive a refund, the cost of return shipping will be deducted from your refund.
Of course, you can ship your items to our office with your preferred service. If so, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we can’t guarantee that we will receive your returned item(s).
Returns address:
Trivela (Sunergy d.o.o.)
Brnciceva ulica 31
1231 Ljubljana
Slovenia
Dedicated to excellent customer service
We strive to solve any issues quickly and with little hassle for you. If you have any additional questions, please contact us using the form below or by emailing us at support@trivela.eu.