HOW CAN WE HELP YOU?

Customer Care

Customer care is our THING. We want to make sure you are 100% satisfied with your Terez experience because if you’re not happy, we’re not happy. Our Customer Care team is here to help! Feel free to contact us with any questions, concerns, feedback, or haikus:

e-mail: care@terez.com
phone: (646) 699-4421 (Mon–Fri, 9am–6pm EST)

Shipping

SHIPPING POLICY

Orders will be processed Monday through Friday, excluding holidays. Please allow up to five business days for orders to be processed and leave our warehouse during the holiday season and times of high volume. 

DOMESTIC ORDERS

  • Free UPS Ground (1–6 business days) for all US orders
  • Free DHL Express Worldwide (1–5 business days) for orders to Puerto Rico

Delivery estimates apply to orders shipped within the contiguous United States only.

We do not offer expedited or overnight shipping and we are not currently shipping to APO, FPO or PO boxes.

How do I know that my order has been shipped?

You will receive a shipment notification e-mail once your order has shipped. The e-mail will contain the tracking information as well as a link to track your package online.  Please note that it may take up to three business days after receipt of shipping notification for the information to populate on your tracking number. If you have still not seen any updates after three business days, please contact care@terez.com.

INTERNATIONAL ORDERS

  • Free DHL Express Worldwide (2-7 business days) for orders $200 USD and up
  • $35 DHL Express Worldwide (1-6 business days) for orders under $200 USD to Mexico & Canada
  • $43 DHL Express Worldwide (2–7 business days) for orders under $200 USD to all other international countries

Terez is not responsible for customs processing times, as they may vary and may not be reflected in the estimated delivery window suggested by the carrier (DHL).

Who is responsible for duties and taxes?

All Terez.com orders are shipped Delivery Duty Unpaid (DDU).

Duties, customs, brokerage fees, and/or taxes are billed directly to the customer and are not included in the item price or stated shipping charges on our website. Please check with your country’s customs office and shipping country to determine what these additional costs will be prior to purchasing from Terez.com.

What if I need to return merchandise from my order?

Unfortunately, we do not accept international returns at this time.

What if I refuse delivery?

Any refusal or unauthorized return of an international shipment will result in a $20 re-processing fee.  Refused packages are refunded once received by our warehouse, less the cost of shipping to and from the destination country, as well as duties and taxes.

Order Status

Orders begin processing almost immediately after being submitted on our website. You will receive a notification via email once your order has processed and is ready to ship. At this time, we are unable to make changes to orders once they have been submitted.

It may take up to three business days after receipt of shipping notification for the information to populate on your tracking number. If you have still not seen any updates after three business days, please contact care@terez.com.

How do I cancel my order?

To help ensure that all our amazing customers (like you!) receive their orders as soon as possible, most orders begin fulfillment immediately after placement. Because of this, we are not able to cancel orders or make any changes, like adding discount codes or removing items, after the order has been submitted on our website.

After your order has been delivered, please feel free to submit a return request through our Returns Portal.

 

Return Policy

Some things just aren't meant to be...

How long do I have to make a return or an exchange?

You can return for a refund up to 45 days from the date of purchase, or for store credit up to 90 days post purchase.

What is your return policy?

All return requests must be submitted through our Returns Portal prior to being returned. Return merchandise must be in original condition (this means unworn, unwashed with original tags intact & packaging).

Terez.com reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

Other v v important return info:

  • Merchandise marked ‘Sale’ is FINAL SALE and cannot be returned
  • All swimwear returns must have hygiene liners still intact
  • Refunds will be issued for the total amount paid for the merchandise, excluding shipping fees
  • Any unauthorized return merchandise will not be eligible for a refund
  • Gift cards are non-returnable and non-refundable
  • We do not accept international returns at this time
  • Any refusal or unauthorized return of an international shipment will result in a $20 re-processing fee
  • Refused packages are refunded once received by our warehouse, less the cost of shipping to and from the destination country, as well as duties and taxes

For any Terez merchandise purchased from an authorized retailer, please contact the store directly regarding your return or exchange.

How do I request a return or exchange?

Please visit our Returns Portal and log in using your order number/customer PO and the shipping zip code, and follow the on screen instructions.

After your return/exchange request has been submitted, a confirmation email containing return instructions and a prepaid return label will be sent to the email address associated with your order.

If you requested a refund, it will be issued after your original items have been received. Please note that $5.99 will be deducted from your refund for return shipping and handling costs.

If you requested an exchange, once your return is en route to us, we’ll get to work on fulfilling your exchange. You’ll receive an email with a new tracking confirmation as soon as your new order ships out.

If you opted for store credit, you’ll receive an email with a digital gift card to use toward your next purchase.

Do you accept international returns and exchanges?

Unfortunately, we do not accept international returns at this time.

Can I use my own return label?

To ensure that all returns are processed correctly and as quickly as possible, return requests must be submitted through our Returns Portal for authorization prior to being returned.

When will I receive the refund for my return?

Transit time back to our warehouse may take up to 5-7 business days. You will receive an e-mail once your return has been received & processed.

Once your return is processed, you will receive the refund in the same payment method used for the purchase.  Please allow up to 2 weeks for your refund to appear on your bank account (depending on your financial institution).

Can I return sale merchandise?

All red lined “Sale” items and/or items purchased in our “Sale Section” on Terez.com, are final sale and cannot be returned or exchanged.

How can I return a gift?

If you wish to return or exchange a gift, please e-mail returns@terez.com

For any other inquiries, please drop us a line at returns@terez.com or give us a call during our business hours of 9am–6pm EST, Monday-Friday (excluding holidays) at (646) 699-4421.

Payments

What forms of payment do you accept?

Payments can be made online using Terez Gift Cards, PayPal or any of the following credit cards:

  • American Express
  • Mastercard
  • Visa
  • Discover

Can I use more than one form of payment?

You may use multiple Terez Gift Cards together and/or in combination with one of the above credit cards or PayPal. 

We are unable to split tender between multiple credit cards at this time.

How do I use my Terez gift card, store credit and/or discount code?

Terez gift cards and discount codes can be entered under the 'Customer information', 'Shipping method', and 'Payment method' pages during checkout.

Look for the 'Gift card or discount code' box on the top, right side of the page, enter the code and be sure to click 'Apply'. After your code has been applied, it will appear under the order summary.

For mobile checkout, first you'll need to tap 'Show order summary' to make the 'Gift card or discount code' box visible.

Only one discount code will be accepted per order. Discount codes can be used in combination with a gift card or store credit.

Can I use gift cards issued from companies like Visa or MasterCard?

Unfortunately, we are only able to accept Terez gift cards for payment on our website.

Do I have to pay sales tax?

Sales Tax will be charged for orders shipping to customers in New York.

What if I just placed and order and now my item is marked down and/or part of a promotional sale? 

We do not offer post-purchase price adjustments. Discount codes and promotions are only valid for orders placed during the specified time period defined by the corresponding sales terms.

What if I forgot to add my discount code? Can it still be applied to my order?

To help ensure that all our amazing customers (like you!) receive their orders as soon as possible, most orders begin fulfillment immediately after placement. Because of this, we are not able to cancel orders or make any changes, like adding discount codes, after the order has been submitted on our website.

If you forgot, we suggest placing a new order using the desired discount code. After your original order has been delivered, please feel free to submit a return request through our Returns Portal.

For instructions on how to use a gift cards and discount codes, please visit our Payments section.  

I entered the discount code, why wasn't the full amount applied?

Sometimes our sales and promotions have exclusions.  Please refer to the details listed on the promotional banners or emails.

Why does it say that my discount code is invalid?

Discount codes may show as invalid if the code has expired and/or if the items in your tote are not eligible.  Please refer to the sales terms and exclusions listed in the promotional banner and emails.

Gift Cards

Looking for the perfect gift? Give your Terez girl exactly what she wants with a Terez Gift Card!

How will I receive my gift card?

All Gift Cards will be sent to the email address listed in checkout.

How do I use my Terez gift card?

Terez gift cards and discount codes can be entered under the 'Customer information', 'Shipping method', and 'Payment method' pages during checkout.

Look for the 'Gift card or discount code' box on the top, right side of the page, enter the code and be sure to click 'Apply'. After your code has been applied, it will appear under the order summary.

For mobile checkout, first you'll need to tap 'Show order summary' to make the 'Gift card or discount code' box visible.

Can I use gift cards issued from companies like Visa or MasterCard?

Unfortunately, we are only able to accept Terez e-gift cards for payment on our website.

Can I return my gift card for refund?

All gift cards are final sale and can not be returned.

Sizing

Can’t find your size? Sign up to receive re-stock alerts for your favorite styles on our website! Just log on to www.terez.com and visit the page of the style you are looking for, then click the link that says, “Size sold out? Select your size and join our waitlist!”.

Many of the fabrics that we use are high in elasticity and allow customers to go up or down in size for their preferred fit. Size charts and measurements are available for every style. Just look for the ‘Size Chart’ tab under the ‘ADD TO TOTE’ button on the page of the style you are interested in.

Careers

Terez is always looking to add hard-working, innovative, & massively ambitious people to our team. If you have a passion for manufacturing domestically, want to work in an environment where the sky is the limit, or want to help spread a positive and powerful message of self-expression, shoot us an e-mail at careers@terez.com