FAQ's

General

1. Are Treslúce Beauty products cruelty-free? Accordion icon

Absolutely! Treslúce Beauty does not test any of our products on animals; nor do we allow
anyone to test our products on animals. We love our fur friends.

2. Are Treslúce Beauty products vegan? Accordion icon

Almost all Treslúce Beauty products are vegan, however there are a few exceptions. The following four Intenso Gel Liners are not vegan: Amor, Cómica, Confident and Energía.

3. Are Treslúce Beauty products dermatologically tested? Accordion icon

Yes! The I Am Palette is Dermatologically tested.

4. Are Treslúce Beauty Intenso Gel Liners ophthalmologist tested? Accordion icon

Yes! The Inenso Gel Liners are ophthalmologist and dermatologist tested.

5. What are official rules for contests & giveaways? Accordion icon

On occasion,Treslúce Beauty, LLC runs contests, based on a combination of skill and chance, for entrants to win beauty products. These contests are called “Treslúce Beauty Giveaways” or a similar brand giveaway (together “Giveaways”).

We advertise our Giveaways through various means, depending upon the type of Giveaway and the channels we use. You can find out about them on treslucebeauty.com, or through Treslúce Beauty’s social media channels, which include YouTube, Instagram, TikTok, Facebook, and others.

See Official Rules for Contests & Giveaway

U.S. Orders

1. My order arrived damaged. Accordion icon

Your satisfaction is important to us, and we’re sorry if your order did not work out for
you. If your order arrives damaged, please email us at help@treslucebeauty.com
with photos of the damaged items and we will send a replacement immediately.

2. How do I exchange my item? Accordion icon

a. Your satisfaction is important to us, and we’re sorry if your order did not work out for
you. At this time, Tresluce is unable to provide exchanges. If you’re unhappy
with your purchase, you can return it for a full refund.
b. In order to qualify for a full refund, please submit a request within 30 days of receiving
your order. You can submit a request at  https://treslucebeauty.com/a/returns.
c. We'll provide a return label, which you should attach to the original box, if you still have
it. Once we receive your return, we'll process the refund accordingly (less a $5 return
shipping fee).

3. Where is my order confirmation? Accordion icon

If you did not receive an email confirmation, please contact help@treslucebeauty.com and confirm the email address used when placing your order, as well as any additional details you can provide. Once we’ve located your order, we will send an email confirmation and ensure that we have the correct email address on file.

4. I’m having trouble placing my order. Accordion icon

We’re sorry to hear that! Please keep in mind that if your billing address doesn’t match
the credit card company's records, your order will not be placed. Please double check
your billing information and try again. If you're still having trouble, get in touch with us
at: help@treslucebeauty.com

5. Can I change or cancel my order? Accordion icon

Unfortunately, we cannot process any changes or cancelations at this moment. However, If you've changed your mind about an order, you can always return it order for a full refund.

6. How do I return my order? Accordion icon

a. In order to qualify for returns, please visit https://treslucebeauty.com/a/returns
within 30 days of receiving your order to request a return.
b. We'll provide a return label, which you should attach to the original box, if you still have
it. Once we receive your return, we'll process the refund accordingly (less a $5 return
shipping fee).

7. Where can I find the status of my order? Accordion icon

Under 'My Account' you can find the status of your active order on the Order Status tracking page and view your Order History. Please note that the Order History will not be updated until the product(s) have shipped.

International Orders

1. My order arrived damaged. Accordion icon

Your satisfaction is important to us, and we’re sorry if your order did not work out for you. Please head over to this link so our international team may assist you.

2. How do I exchange my item? Accordion icon

Your satisfaction is important to us, and we’re sorry if your order did not work out for you. At this time, Treslúce is unable to provide exchanges or returns. If your order arrived damaged, please contact our international team  [https://service.global-e.com/Categories/i-received-a-damaged-item] .

3. Where is my order confirmation? Accordion icon

If you did not receive an email confirmation, you may track your order here https://service.global-e.com/Categories/i-have-not-yet-received-tracking-information

4. I’m having trouble placing my order. Accordion icon

We’re sorry to hear that you're having trouble placing an order! Please click here [https://service.global-e.com/Categories/im-having-trouble-placing-an-order] so our international team can help.

5. Can I change or cancel my order? Accordion icon

For information about cancelations, please click here [https://service.global-e.com/section/order-issues/cancellations.] For changes, head to this link [https://service.global-e.com/section/order-issues/changes.]

6. How do I return my order? Accordion icon

Unfortunately, we are not currently accepting returns on international orders. If your order arrived damaged lease head over to this link [https://service.global-e.com/Categories/i-received-a-damaged-item] so our international team may assist you.

7. Where can I find the status of my order? Accordion icon

You can track your order here https://service.global-e.com/track-my-order

Shipping

1. How can I track my order? Accordion icon

Within 3 business days after placing your order, you should receive a shipment confirmation email with your unique tracking code. Please allow up to 48 hours for your tracking code to become active. You can track your international order here.

2. Why hasn’t my tracking location updated? Accordion icon

It’s totally normal for your tracking to go a few days without an update. Once your
package arrives at your local post office, the tracking may not update until it goes out
for delivery. If it's been 14 business days and your tracking still hasn't updated, please
let us know.

You can track your international order here.

3. Why is my tracking code inactive? Accordion icon

Tracking codes can take up to 48 hours to activate. If your tracking is still inactive after
48 hours, please email us at help@treslucebeauty.com so we can help.

4. My tracking says ‘delivered” but I haven’t received my package yet . Accordion icon

Packages are scanned for delivery before your local mail carrier physically drops them off at your home, and you will likely receive your order within 24 hours. If it has been more than 24 hours and you still haven't received your package, please let us know.

5. How long does shipping take? Accordion icon

a. U.S. SHIPPING COSTS & DELIVERY TIMES:
i. Orders must be placed by11am EST to start processing on the same day. Processing time is typically within 2 business days (Monday-Friday). During product launches or sales, shipping may take longer--we appreciate your patience! If it's been more than 10-15 business days and your package has still not arrived, please let us know. Delivery times are based on orders placed between Monday-Friday (excluding weekends, holidays, and holiday weekends).
ii. Treslùce Beauty offers FREE STANDARD SHIPPING on all U.S. Orders $45 and over (excluding taxes and discounts). For orders under $45, the shipping fee is $5. Treslùce Beauty ships within the continental United States, including Hawaii and Alaska. Standard shipping should take approximately 5-10 business days.
iii. We also offer EXPEDITED SHIPPING for $20.00 with delivery within 2-3 business days.

b. INTERNATIONAL SHIPPING COSTS & DELIVERY TIMES:
i. Orders must be placed by 11am EST to start processing on the same day. Processing time is typically within 2 business days (Monday-Friday). During product launches or sales, shipping may take longer--we appreciate your patience! If it's been more than 10-15 business days and your package has still not arrived, please let us know. Delivery times are based on orders placed between Monday-Friday (excluding weekends, holidays, and holiday weekends).
ii. Treslùce Beauty offers FREE STANDARD SHIPPING on all International Orders $75 and over (excluding taxes and discounts). For orders under $75, the shipping fee is $12. Delivery time varies by destination country, but an estimated delivery time will be displayed at checkout. We aim to meet delivery times quoted but due to covid you may experience some delays.
c. ORDER PROCESSING:
i. All orders placed before 11am EST will be processed on the following business day. Any orders placed after this time will be processed the consecutive following day at 11am EST.
ii. Orders are typically processed within 48 hours of receipt (processing time does not include weekends, holidays, and holiday weekends). Orders placed on Saturday and Sunday will be processed on the following Monday. All purchases are subject to credit authorization prior to processing. Only authorized purchases may be processed and shipped.
iii. Once you have completed your order, a confirmation email will be sent to the email address associated with your account within 24 to 48 hours. A link will also be included with tracking information to check the status of your order.

6. Do you ship internationally? Accordion icon

We now ship to more than 150 countries. Below is the list of the countires we do not ship to at the moment due to restrictions:
- Algeria
- Argentina
- Burundi
- Chile
- Cuba
- Eritrea
- Indonesia
- Iran
- Iraq
- Liberia
- Libya
- Malaysia
- North Korea
- Peru
- South Sudan
- Syria
- Tajikistan
- Turkey
- Uruguay
- Venezuela
- Yemen
- Vietnam

7. Why are product prices higher when shipping to certain countries? Accordion icon

When sharing product pricing, we follow local guidelines and restrictions, so in some cases price already include taxes and/or duties.

8. Can I return my order if it was shipped internationally? Accordion icon

Unfortunately, we are not accepting returns on international orders for now. If your order arrived damaged please head over to this link so our international team may assist you.

Payments

1. What methods of payment do you accept? Accordion icon

a. We currently accept all major cards including: VISA, MasterCard, American Express, and
Discover credit or debit cards. We also accept PayPal (U.S. and Canada only),
Google Pay and Apple pay. We also accept Afterpay.
b. We do not accept personal checks, money orders, or credit cards issued from other
countries outside of Canada or the United States.

2. Why are there multiple charges on my credit card? Accordion icon

a. Don't worry. When you submit an order through your credit card company, an authorization hold for the full order amount is processed as a pending transaction. An authorization hold is not an actual charge and may appear to be slightly higher than the actual order total (generally it’s $1 additional). This amount guarantees that funds will be available when the order is billed. This charge is completely removed once the order has been successfully processed. 

b. If you encounter a problem when placing an order, several authorizations may appear on your statement. These will be removed by the credit card company automatically usually within 7-10 business days.

3. Can I use an international credit card? Accordion icon

a. You can use an international credit card for orders that are shipping international.

b. For U.S. orders, we only accept cards from the U.S. and Canada

c. We do accept international Paypal accounts.

4. What is Afterpay? Accordion icon

Afterpay is a service that allows you to make a purchase today and pay for it later with four equal installments, every two weeks, interest-free. It's available on all orders over $35!

5. How do I use Afterpay? Accordion icon

Shop for your favorites and proceed to checkout. At checkout simply choose installments with Afterpay as your payment method. You'll be taken to Afterpay.com to create an account and finalize your purchase.

6. What happens if I miss an Afterpay payment? Accordion icon

If there are insufficient funds in your account and a payment is missed, you may be subject to late fees. You can view the Afterpay payment agreement here.

7. When will my items be delivered if I used Afterpay? Accordion icon

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

My Account

1. What information do I need to setup an account? Accordion icon

To register for a Tresluce account, you just need to provide your name, email address, and password. Don’t worry about filling out the rest of your account information right away—shipping, billing, and address can be provided later. Once registered, you can check out your order status, order history, and manage your account.

Working for Treslúce Beauty

1. I'd love to work for you! Are you hiring? Accordion icon

Thanks so much for your interest in working For Treslúce Beauty! You can check our careers page for openings.