Delivery and Returns

STANDARD AND EXPRESS DELIVERY

Shipping costs may vary depending on the size, weight, and destination of your chosen items. For those last-minute purchases, Express delivery is available to most destinations and Same Day delivery may be offered in selected cities.

In certain circumstances our delivery partner may provide you with the following optional services when delivering your order, such as: (a) signature release: opting out of the requirement to provide a signature on delivery; and/or (b) leave with neighbour, reception or security: re-directing the delivery to a neighbour, reception or security; and/or (c) reschedule a new delivery date: selecting a delivery date that best suits you; and/or (d) re-directing to a collection point: collecting your package from a collection point nearby. By selecting any of these services provided by our delivery partner, including through any default preferences you may have selected with our delivery partner separately, you acknowledge and agree that Trope shall bear no responsibility or liability for any loss or damage that may result from delivering your order in accordance with your request.

All relevant delivery options available for your order and to your destination will be displayed at checkout. 

 

SHIPPING TIMES

International 

DHL EXPRESS: Delivery within 3-7 days

All orders are processed within 1 working day. However, during sale seasons orders might suffer a slight delay due to an excessive amount of orders being filled out. Trope will not be held responsible for a delay in shipment caused by weather conditions, international customs issues or any other circumstances beyond the control of Trope. Once orders are sent they can no longer be cancelled and change of delivery address is no longer possible, please make sure to fill out a correct address when checking out.

 

Vietnam 

As we are currently based in Vietnam, we are pleased to offer a free domestic delivery service.

SAME DAY DELIVERY

As we are currently based in Vietnam, we are pleased to offer a Same Day delivery service in Ho Chi Minh city. 

Same Day delivery is only available on orders made until 11am. Place your order by 11am and your order will be with you by 7pm that same day (Monday to Friday, excluding public holidays). For any orders placed after 11am, you will see a message for next day delivery and your order will be delivered the following business day. 

Please keep in mind that our shipping times should be used as a guide only and due to circumstances out of our control, Same Day delivery may not be able to be fulfilled. All relevant delivery options available for your order and to your destination will be displayed at checkout. 

As Same Day orders are prioritised, cancellations for these orders are not always possible. You can instead return your order for a refund – please see our returns policy for more information. If you have any questions or queries regarding Same Day delivery, email help@trope.store. 

VIETNAM EXPRESS DELIVERY (HCMC & OUTSIDE HCMC)

Delivery within 1-5 working days 

Estimated delivery times are to be used only as a reference and will commence from the shipping date; trope.store will not be held responsible for a delay in shipment caused by weather conditions or any other circumstances beyond the control of Trope. Once orders are sent they can no longer be cancelled and change of delivery address is no longer possible, please make sure to fill out a correct address when checking out. All relevant delivery options available for your order and to your destination will be displayed at checkout. 

 

RISK & OWNERSHIP

The Product(s) ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Product(s) ordered will also pass to you on delivery or collection (as the case may be), provided full payment of all sums due in respect of the Product(s), including any delivery charges, has been received.

 

FREE SHIPPING INTERNATIONAL

From time to time, we run free shipping promotions. Please note that free shipping promotions will be applied to your order at checkout. In the event that you need to return an item that you bought during a free shipping promotion, we will not refund the outbound shipping costs (since this was free) and you will be charged a return shipping fee as usual.

  

RETURNS POLICY

Returned Products must conform to our returns policy below.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Unfortunately, we cannot accept returns on sale items or gift cards.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

• Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags and intact ‘do not remove’ tag;
• Products should be returned in the original boxes provided and inside a protective shipping box;
• if the Product comes with a security tag this should be left on;

If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).

You cannot cancel a contract for the supply of any of the following Products:

• Any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information);
• and any Products that have had a hygiene label or seal removed or broken.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

RETURN AN ITEM

To start a return, you can email us on help@trope.store or leave a message on WhatsApp at +8486 8486 908, and we will get back to you as soon as possible.

We are open MONDAY TO FRIDAY 10AM - 7PM (GMT+7). 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at help@trope.store.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@trope.store.

Please note the taxes and customs duty cannot be refunded by us: you can contact your local Customs Office, they might help you recover those costs.

 

DAMAGES & ISUSSES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.