FAQ

 

1. Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions

2.How do I know that my order has been successfully submitted?
You will receive an email confirmation containing the Order Number and details of your purchase.

3.What are your payment options?
We accept four types of major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal and Apple Pay.

4. How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

5.Is it safe to use my credit card on your website?
To ensure a safe payment procedure, our website uses credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.

6.How do I make payments using PayPal?
PayPal is the easiest way to make payments online. Once you have finished adding items to your shopping cart and are ready to complete your transaction, you may click on the “PayPal” button. You will be redirected to the PayPal website. Be sure to fill in correct details for fast & hassle-free payment processing.

7. Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

8.When can I expect to receive my shipment?
All orders are shipped from our warehouse within 2 business days of the order being placed. Shipment will arrive in between 7-20 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.

9.How can I track my order?
A tracking number will be provided to you in your Shipping Confirmation email. You may use the number and track your order at www.17track.net.

10.Which countries do you ship to?
Currently, we do ship worldwide. But in case your country may not be supported by our logistics, we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via info@terouge.com


11.What are your shipping rates?
We have a fixed shipping rate of 6,27 to all destinations worldwide.

12.What if there are items missing or incorrect products when I receive my order?
For missing or wrongly shipped items, please contact us at info@terouge.com. Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.

13.I would like to change my items ordered. What should I do?
Amending your order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via info@terouge.com to request for change.

14.How can I change my Shipping Address?
Changing of address is only allowed on or before 11:00pm (PDT, -7 GMT) on the same day of placing an order. You may contact us via info@terouge.com to request for such changes.

15.What is your return & exchange policy?
Please refer to our Return Policy relating to returns.
Our customer service is open 24/7. We will reply to your inquiry as soon as possible.

16.How to return your item?
You may contact us at our support channel info@terouge.com for more information.

17.Is my personal information kept private?
Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.