Shopping Guide

Trinovela (hereinafter referred to as “we”) provides this shopping guide to help customers understand how to browse, place orders, pay, and handle shipping, returns, and cancellations on our online store.

Browsing and shopping

1. Visit our online store and browse the available products.

2. Select the desired item(s) and choose quantity or specifications if applicable.

3. Add the selected items to your shopping cart.

4. Review your shopping cart to ensure all items, quantities, and details are correct.

5. Proceed to checkout when ready.

Payment process

We accept credit and debit card payments, including Visa, MasterCard, etc.

Steps to complete payment

• At checkout, enter your billing and shipping information accurately.

• Select a supported credit or debit card as the payment method.

• Verify your payment details and submit your order.

• Once payment is successfully authorized, you will receive an order confirmation email with your order number and payment summary.

Payment information is securely processed, and card details are not stored unnecessarily.

Shipping information

• Delivery coverage: We currently deliver within the United Kingdom only.

• Shipping fees:

• • Orders over GBP 130 qualify for free shipping

  • Orders GBP 130 or below (including GBP 130) incur a flat GBP 15.99 shipping fee

• Order cut-off time:

• • Orders placed before 18:00 (Monday to Friday, 09:00–18:00, Europe/London, GMT/BST) start processing the same day

  • Orders placed after 18:00 or on non-working days are processed starting the next business day

• Processing time: 1–3 business days before shipment.

• Estimated delivery timeframe: 7–12 business days after dispatch.

• Shipping carrier: UPS

• Order tracking: After placing your order, you will receive an email containing your order number, payment summary, and shipping carrier information. You can check the status on our “Order Tracking” page by entering your email address or phone number and the order number.

Return & exchange process

• Validity period: 30 days from delivery confirmation.

• Conditions for return or exchange:

  • Appearance issues

  • Quality defects

  • Noticeable odor or significant color differences

  • Received item does not match the order

  • Return/exchange without reason

• Return steps

1. 1. Contact us via email or phone, providing your order number, payment confirmation, reason, and photos or videos.

   2. Our support team will review your request and, if approved, provide a return address.

   3. Send the item to the designated address and wait for receipt confirmation.

   4. Once inspected and approved, a refund will be arranged.

• Exchange steps

1. 1. Contact us with order details, payment confirmation, reason, and photos/videos.

   2. Our team provides the return address if approved.

   3. Return the item and wait for confirmation.

   4. After inspection, a replacement item will be shipped within 1–3 business days.

• Cost responsibility

• • Issues caused by appearance, quality, odor, color difference, or incorrect items: shipping paid by us

  • Returns without reason: shipping paid by the customer

Order cancellation process

• Cancellation conditions

• • Orders not yet shipped can be cancelled within 48 hours of placement.

  • Orders shipped or placed beyond 48 hours cannot be cancelled; you may return after delivery.

• Cancellation steps

• 1. Contact us via email or phone with your order number and payment confirmation.

  2. Our support team will review the request and inform you if approved.

  3. Refunds will be issued according to the refund policy.

Contact information

For any inquiries regarding shopping, payment, shipping, returns, or cancellations:

E-mail: solutions@trinovela.com

Phone: +1 (619) 980-3883

Address: 3908 53RD PL APT 301, HYATTSVILLE, MD 20784, US

Opening Hours: Monday to Friday, 09:00 to 18:00 (Europe/London, GMT/BST)