Frequently Asked Questions
COVID-19 SHIPPING NOTICE
We are fully operational and fulfilling your orders and inquiries as per normal, however, we wish to inform you on some delays to our processing times.
WHAT YOU NEED TO KNOW:
- COURIERS ARE PRACTICING SOCIAL DISTANCING AND SIGNATURES WILL NOT BE REQUIRED FOR DELIVERIES
- ORDER PROCESSING *BEFORE DESPATCH* (NOT SHIPPING) IS NOW 2-5 BUSINESS DAYS - AFTER WHICH, YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL WITH TRACKING.
- ORDER SHIPPING TIMES AND DELIVERIES ARE ALSO AFFECTED. SEE BELOW:
UPDATED SHIPPING TIMES BY REGION (AFTER PROCESSING - above), i.e. these are only an estimate of the expected delivery times, following your shipment confirmation email - delays are expected due to COVID-19:
- United States: 2-8 business days
- Canada: 10-15 business days
- New Zealand: 10-15 business days
- United Kingdom: 10-17 business days
- Europe: 14-20 business days
On Monday, August 24, USPS suspended operations in Southern Louisiana due to tropical storm Marco and also suspended operations in San Francisco/the greater Bay area due to the wildfires in the region. Please expect slight delays with orders travelling to these regions.
COURIERS ARE DELAYED DUE TO DEMAND:
UPDATE AS AT AUGUST 26, 2020: There have been delays in transit times as a result of staffing challenges at our fulfilment centre in California. We are seeing intermittent capacity constraints from carriers, and thus some carriers are running behind even after pickup. As a result, you may see some delays in your tracking updates even after the packages have been picked up from our centre.
Carriers that have been affected:
- USPS: +1 business day
- DHL: +1 business day
- FedEx: +2 business days
The current COVID-19 situation has affected order processing times resulting in some delays. Some of you have received your orders in record time, and some have had their shipping time impacted. Please be patient, we are working hard to ship your order ASAP.
CUSTOMER SERVICE: Our service team is operating as per normal and are still responding to all email and Facebook Messenger inquires (during business hours), Monday through Friday. Due to shipping delays, we are experiencing a higher than normal number of inquiries which will affect our response time by 1-2 business days. We are dedicated to assisting you with your order and are maintaining that we can reply to your inquiry within 72 hours (normally 24-48hours).
INTERNATIONAL SERVICE SUSPENSIONS: We currently ship from the USA and Australia. If you’re shopping outside of these countries (excluding Asia, UK, China, Korea, Japan, Europe) please read the list of service suspensions which could affect your delivery, here.
STANDARDS: All our distributors are taking the utmost care to maintain safe delivery practices during this time so that orders can continue to be fulfilled in a responsible way.
We’re monitoring the situation closely and will continue to work with all external fulfilment partners to ensure they’re taking necessary safety precautions when fulfilling your orders.
The safety of our team and customers is our highest priority.
Frequently Asked Questions
- Wearing & Removing Nails
- General Product Information
- Customer Service Contact
- Returns & Exchanges
- Influencers & Affiliates
- Community Guidelines
1) Wearing Your Instant Acrylics
How long will my nails last?
Très She Glue: When applied correctly with Très She nail glue, your nails can stay on for up to two weeks. Wear time will vary depending on your application method and how you wear them.
Nail Stickers: When using the adhesive tabs provided, your Instant Acrylics can last up to two days. This method is perfect for a weekend party or a night out, having your nails back to normal for the office on a Monday morning.
NOTE: When applied correctly, our Instant Acrylics should stay on for their maximum duration; this is, however, dependent on your lifestyle. Factors like how you wear them and which adhesive technique you use will affect the length of time that your nails stay on.
What is the best method when it comes to applying my nails?
All the instructions for the application of your Instant Acrylics are outlined on the box, or you can find an online copy here.
We recommend you follow these five basic steps:
- Find the size that best fits your nails and lay them out in order
- Lightly buff your natural nail using the buffer provided
- Wipe each nail using the prep pad (alcohol wipe) provided
- Add a small dot of the glue to your nail and place the talon onto the glue, sliding it down to line up with your cuticle. Hold it there for five seconds.
- Repeat on all fingers and voila - perfect nails!
We have also shared detailed information on application Do's and Dont's, here.
Can I shower or bathe while wearing my nails?
Taking a shower or bath is perfectly fine, provided your Instant Acrylics have been applied using Très She glue - which is our most potent nail adhesive option.
How do I remove my nails?
Glue: If you’ve applied your Instant Acrylics using the glue supplied, this can be tricky but not impossible. Soak in warm water, use the cuticle pusher provided to get underneath the Instant Acrylic and slowly peel off. Or, a helpful video with clear steps to follow can be found here.
Adhesive Tabs: Removing your Instant Acrylics when they have been applied with tabs is much simpler. You can peel them off by lifting the nail off from the base on one side, and gently peeling them away, ensuring you support the nail with your finger as you do.
Can I reuse my nails?
While our Instant Acrylics offer superior quality and can be reused if removed carefully, we don’t recommend it. Like salon nails, Instant Acrylics can be damaged from general wear and tear or even during the removal process. It depends on how you wear them - if you are hard wearing on your hands, reusing them can be difficult.
Dried or built-up glue can be removed using our new Très She eFile, which can be found under our 'Tools' section.
How will I know you have my size in the boxed set?
Très She Instant Acrylics sets come complete with 24 nails in 12 different sizes. This ensures you will find your correct size.
What if I run out of glue or nail tabs?
You can shop for our glue here.
Can I cut or alter the length of my nails?
All our Instant Acrylics are fully customizable, meaning they can be cut and filed to suit your desired length and style, without causing damage to the nail.
- To change the length: Use clippers and cut straight across for your desired length, then smooth the end with a file (any file will do the trick).
- Shape your nails:
Stiletto: Clip each corner off, leaving the peak in the middle, then smooth the edges with a file, leaving a sharp point.
Almond: Smooth the corners off with a file, leaving all the edges smooth.
Square: Use our Nail Snippers (under our 'Tools' section) to cut straight across. File to finish.
Why did my nails come off?
Natural oils or even non-acetone remover residue can be the sworn enemy of your Instant Acrylics!
Application requires a careful preparation and following the instructions is critical to ensure a long-wearing, instant manicure:
Buff your natural nail bed, leaving no part shiny. Then wipe your natural nail thoroughly with the nail cleansing (alcohol) pad provided. Make sure not to touch your natural nail with your finger after it has been wiped.
See more detailed information on the perfect application, here.
Can I use tabs and glue together?
Yes, this is a great technique! Applying your tabs onto a clean, well-prepared natural nail and following with glue, will keep the nails on tightly, plus makes removal easier. A win/win!
- How to: Prep your nail, put the tabs on your natural nail, add a dot of glue to the back of the Instant Acrylics, and press together. Hold firmly for 10 seconds.
How can I stop the glue from being visible when applying clear nails?
Follow these steps to assist your application of clear and translucent nails:
- Put a smooth layer of glue on the natural nail bed (keep it as thin as possible)
- Place your Instant Acrylics nail down, and line up with the cuticle
- Press down very firmly and hold for 10-12 seconds
NOTE: Cover the whole nails area with glue thinly, leaving no gaps. If you use too much glue, it will spill out around the sides of your nail, when you are pressing down firmly.
WHAT NOT TO DO?
For a comprehensive list of what NOT to do, when applying Instant Acrylics, visit the link here.
2) Product Information / General
How do Très She Instant Acrylics compare to other brands of press-on nails?
Très She Instant Acrylics do not compare to regular press-on nails.
Regular press-on nails are made from a thin, flimsy plastic that’s weak and breaks or splits easily. They can often look unnatural and be uncomfortable to wear.
We do not stand for nails that chip, bend or damage from regular wear.
Our Instant Acrylics are based on an exclusive production process and unique acrylic formula. This process has taken us years to perfect and means our nails imitate both the strength and appearance of salon acrylics.
Our unique nail shapes bring you another level of comfort, as well as a natural look and feel, with the strength of a real nail.
All our Instant Acrylics have been tried and tested to withstand hard wearing and a long-term wear.
Being nail-obsessed ourselves and our company, having been founded by a nail artist, we are dedicated to bringing you salon-quality nails, at home.
If you’re having issues with your application, our team can assist. Just drop us a line via email or Facebook Messenger for more support.
How can I find out more information about a particular product?
You can learn all about our products online at Tresshe.com, via the individual product pages. If you have any other questions, feel free to drop us a line at email@example.com. We also recommend reaching us via Facebook Messenger over on our Facebook Page.
What are the lengths and sizes of your Instant Acrylic nails?
The length and size of nails vary from 22mm-31mm, depending on the size of your nail and finger.
Do you take custom orders?
Unfortunately, our company do not take custom orders. At Très She, we do our best to cater to all nail sizes, providing 24 individual nails in 12 sizes per boxed set.
The quality of our nails also allow for customizing, which we encourage. This means they can be cut and shaped to your desired length and style. If our sizes are still too big and you can’t find your perfect fit, we recommend filing the sides of the Instant Acrylics to provide for a better fit.
Customizing can now be made easy with our new eFile tool and Nail Snippers. Both can be found in our 'Tools' section.
Are your products cruelty-free and vegan?
We are happy to say none of our products are tested on animals or contain any animal products, making them 100% cruelty-free and vegan.
When is the next product launching?
Mailing list members hear our news first! Be sure to sign-up your details online to stay up-to-date with all our brand news and new releases.
If something you like is no longer in stock, we're so sorry you missed out!
New stock can sometimes become available, but unfortunately, due to our speedy turnaround on launches, we aren't always able to offer specific dates on this.
3) Customer Service Contact
What’s the best way to contact you or when can I expect a reply to my inquiry?
We have grown our support team to ensure a timely more efficient response time to your inquiries.
Typically we will respond to your inquiry within 24-48 hours. Presently, due to the COVID-19, service times may be affected.
Our customer service lines operate during business hours, Monday - Friday (AEST) and exclude public holidays.
The fastest way to hear from us is via our Facebook Messenger service available at Facebook.com/tresshetalons.
If you don't have Facebook, you can contact us via email at firstname.lastname@example.org.
4) Returns Policy
What’s your return policy?
In short, all sales are considered final. We do not accept returns, exchanges, or refunds.
Can an order be cancelled?
Unfortunately, orders that are final cannot be cancelled. However, we understand that things can go wrong. If you have an item on backorder or it is being held and not shipped, we recommend you reach out to us via our Facebook Messenger to request a cancellation.
Can I cancel an order once it has been shipped?
Unfortunately no. Orders begin to ship almost immediately once processing begins and cannot be cancelled or modified. Très She is not responsible for any shipping delays caused by discrepancies in service during transit – i.e., customs, weather, transfers from courier services to the local carrier in your country or air and ground transportation strikes, delays nor public holidays, any extra fees or back-end charges once the package has exited our warehouse.
Can I exchange an item if I have changed my mind, or isn't what I expected?
Très She handmade nail sets are manufactured on demand and either before or at the time of the order. Images shown online are for display purposes only. Due to our meticulous handmade manufacturing processes, handmade products may vary slightly from the pictures shown.
What happens if my order becomes out of stock?
If an item is out of stock after your order is confirmed, it will move to backorder and ship once the item becomes available. Please check your inbox for any updates we have sent you via email with regards to backorders.
If we are unable to fulfil your order due to a stock shortage, we will cancel the order, process the refund on the out of a stock item, and email you the confirmation. Credit card refunds usually take 5-10 business days to appear on your statement. However, this timing can vary depending on your bank.
What should I do if I receive the wrong product?
Whoops! We’re sorry to hear that you received a product different from the one that you ordered. Our picking team could make a mistake, so we're sorry about the hassle that might cause. All you need to do is contact us via Facebook Messenger - attach a photo of what you received with your shipping label and items visible, and we’ll be sure to get you the correct items ordered ASAP!
Please note we will only process a replacement if the items are returned in perfect condition.
How does your ordering process work?
In short, here’s how your order works: you place your order, we prepare and process it, and then we ship it, simple! Ordering takes just a few minutes; processing will take anywhere from 1 to 3 business days (i.e., for our Instant Acrylics line) or 5-10 business days (for handmade nail sets)*.
Click the link here to view the breakdown of your order process.
What currency is my order charged in?
You will only be charged in your local currency - meaning the equivalent price is calculated at the time of sale, based on the exchange rate. This will be reflected by the transaction amount in your bank statement.
Our default currency displayed on www.tresshe.com is US Dollars.
Can I make any changes to my order?
Unfortunately no. Once your order is confirmed, it begins processing almost immediately so we are unable to make any changes after this time.
As we do not offer refunds, wrong orders cannot be exchanged.
How can I check the status of my order?
Once your order is confirmed and on board for delivery, your tracking information will be emailed to you in a "shipping confirmation" email. This email will only be sent once your order is packed for shipping.
Didn't receive your confirmation email? Your item may not be packed yet, or you may need to check your spam inbox for any missed emails from us.
I just have a general query about my order, what do I do?
You can now receive a fast response to your order inquiry by messaging us via Facebook Messenger. Find us at Facebook.com/tresshetalons. Be sure to mention your order name and number.
If you don't have Facebook, you can email us at email@example.com (refer to our General Questions above for timing for your reply). We’ll do our best to process your request as soon as possible.
We presently cannot assist with order or general inquiries via Instagram DM.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, PayPal, Google Pay, Afterpay, Diners Club. Presently, we cannot accept checks, direct debit requests, nor money orders.
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed. The amount charged will be in your local currency and will be visible on your bank statement.
What can I do if my payment is declined?
There are a few things you need to do if your payment didn’t go through:
- Check your balance! Sometimes there might be a simple fix
- Check that your card’s billing details (such as the security code and billing address) are accurate and match what you’ve entered into our system
- Call your bank to see if they have blocked an online payment from your card
- If your card is expired, then your bank may have declined your payment. Banks will not inform us of the reason for blocking payments, so it’s best to check with them before trying your card again.
Where are your products shipped from?
We presently ship worldwide from two locations; California, USA and Melbourne, Australia.
When will my order be shipped?
Depending on your location, here is a guide for shipping time, once your shipping confirmation email is received.
Note that these times may be affected by the current COVID-19 situation. Please refer for detailed updates here.
- United States: 2-8 business days
- Australia: 1-3 business days
- Canada: 7-10 business days
- New Zealand: 4-12 business days
- United Kingdom: 10-17 business days
- Europe and Rest of World: 12-20 business days
We presently ship worldwide, from two locations; California, USA and Melbourne, Australia.
If you've ordered any handmade nails, these items are carefully finished and prepared, requiring more time for processing, before their shipping. Generally, all handmade nails will take between 5-10 business days to process prior to their despatch. This is a guide only, and not a guarantee as many factors can affect the processing duration (we are based in Australia and California).
How do I know if my order has been shipped?
All despatched orders will prompt an email notification that confirms shipment and contains your tracking link. Please check your spam inbox in case you have missed our confirmation email.
How do I track my items?
You will receive a tracking confirmation email once your item has been dispatched from our facility. The tracking link supplied in the email will provide you with all the information required to track your order. Check-in via this link for updates as your order travels to you.
We are unable to offer any more information on the tracking of your parcel once it is in transit. If your item experiences a delay or missed delivery, check in with your local post office or contact our customer service team for support.
We are unable to take responsibility for orders once they are shipped and are not liable for the service interruptions of third party shipping suppliers once an order has left our despatch.
Why hasn’t my tracking updated?
Due to COVID-19, national couriers are processing a backlog of cargo which means you may not see changes to your tracking scan for longer times than usual.
POLICY: If tracking does not update for 20 consecutive days (domestic), or 30 consecutive days (international), please email our customer service team for assistance at firstname.lastname@example.org.
Please note: Delays during this time are normal considering the circumstances and your order is most likely still on its way. If you email our team before the standard policy times, we will not be able to assist any further until it has reached the required days as mentioned above.
What service is provided with my Standard Shipping?
We offer a standard shipping service via multiple couriers in the USA, UPS and via Sendle in Australia.
I'm having problems with the tracking link/ID, what should I do?
If you've been supplied tracking information incorrectly and it is returning an error page or wrong information, please reach out to us via Facebook private message with your information. You can find us at Facebook.com/tresshetalons.
What can cause delays in my shipping?
Delays to your order can occur without warning, due to unforeseen circumstances at the local post office, postal strikes, border security, congestion, customs clearance or weather.
In some cases, too, the carrier can take 1-2 business days to register and receive parcels. This will affect your shipment status.
Public Holidays in your location and ours can also incur delays during the processing time. We take no responsibility for shipping or delays occurring outside of our control.
Can I change my shipping address?
If you've entered an address incorrectly, it can be challenging for us to intercept this, given our shipping process takes place almost immediately. Therefore, we cannot replace, refund, or cancel orders that are lost due to an incorrect shipping address.
If the package is unable to be delivered to the address provided, it will most likely be returned to us.
Please be sure to fill in your shipping information carefully and accurately. If you are concerned your address was incorrect, contact our customer service.
Why does my tracking say "Delivered" but I haven't received it?
Due to COVID-19, there may be slight delays with courier tracking updates. This is quite normal under the current circumstances and your package is most likely still on the way. We recommend waiting up to 5 business days for it to arrive.
If it reaches past our recommended wait time, please contact your local post office to see if they have it in their possession. If not, please contact the carrier directly to file a claim for a lost or stolen package. This can be done via their website or over the phone. The carriers customer support team will be able to assist you with this.
Do you ship worldwide?
Yes! We ship to over 220 countries and territories. These include South Korea, Japan, China, Brazil, Russia, and most countries within Europe, Middle-East, South America, Canada, and Africa. Please check our shipping update here, for restricted services during COVID-19.
8) Influencers and Affiliates
Do you offer an official influencer or affiliate program?
If you would like to be a part of our influencer program, just send us an email with all your details and links to your social media accounts: email@example.com. Our service team will send your request over to our marketing team for assessment.
Currently we do not have an official affiliate program in place.
VIEW FULL TERMS BY CLICKING: HERE
Tresshe.com is operated by Très She (operating under VANITEE PTY LTD). Throughout the site, the terms “we”, “us” and “our” refer to Tresshe.com. Tresshe.com offers this website (or "site"), including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/or by purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein.
These Terms of Service apply to all users of the site, including without limitation to users who are browsers, vendors, customers, merchants, and/or contributors of our content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service.
If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page.
We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
VIEW FULL TERMS BY CLICKING: HERE
10) Community Guidelines
Where can I find your social media or community guideline?
Visit the link here, to be taken through to our community guideline.