Frequently Asked Questions

Have a question about your order? Chances are it's answered right here. Take a look below, and if you're still stuck, our support team is just an email away.

Customer Support

How quickly will I hear back?

We work through messages in the order they come in and aim to reply within 24 hours, Monday to Friday (excluding holidays).

How do I get in touch?

Shipping & Delivery

Where do you ship?

Right now, we only ship within the United States.

Who delivers my package?

We work with UPS and USPS for fast, reliable shipping.

What are the shipping costs?

Shipping is free within the United States on every order.

How long does processing take?

Orders placed before 12:00 AM EST are processed within 1–5 business days (Monday–Friday). Orders aren't shipped or delivered on weekends or public holidays. For large order quantities, minor delays in processing and shipping may occur.

How long does shipping take?

Once processed, expect 1–5 business days in transit, depending on where you're located.

So what's the total wait time?

Total delivery time = processing time + shipping time, so you're generally looking at 2–10 business days from order placement to delivery.

What if an item I ordered is out of stock?

We'll email you to let you know when we expect to ship it. If it's not back in stock within two weeks, you'll be refunded automatically for that item — no action needed on your end.

What if an item is missing from my order?

Contact us right away at support@trixture.com with your name and order number, and we'll help sort it out.

How do I track my order?

Head to the Track My Order page and pop in your tracking number. You'll receive it by email within 24 hours of your order shipping.

My tracking number isn't working — what now?

Tracking numbers generally only work for domestic orders. If yours still isn't working, reach out and we'll verify your order shipped correctly.

Returns & Refunds

My item arrived damaged — what do I do?

Sorry to hear that! Contact us at support@trixture.com with your name and order number, and we'll take it from there under our 30-day return policy.

Can I return my order?

  1. Reach out first — email us at support@trixture.com within 30 days of receiving your order, with your name, order number, and the reason for your return.
  2. Complete the paperwork — we'll send a return form for you to fill out and include inside your package.
  3. Ship it back to:

    Betuwehaven 8
    Nieuwegein, Utrecht
    the Netherlands
    3433 PV

  4. Use tracked shipping — this is required, not optional.
  5. Send us the tracking number once your package is on its way.

Pack items securely, ideally using the original packaging. Note: packages arriving without a completed form or without traceable shipping information will be turned away.

What condition does the item need to be in?

For us to accept a return, your item needs to be:

  • Unused and in its original or near-original condition
  • Free from heavy wear, damage, or missing pieces (unless the problem originated on our end)

Who pays for return shipping?

Return shipping costs are shouldered by the customer — unless the item arrived defective or damaged, in which case we'll email you a free return label and cover the cost.

Is there a restocking fee?

Nope, none at all.

When will I get refunded?

Once we've received and inspected your return, we'll email you to confirm it's approved. From there, your refund hits your original payment method within 5 business days. Your bank or card issuer may take some additional time to post it.

Get in Touch With Us

Email: support@trixture.com

Phone: +31 624224616

Support Hours:
Monday – Friday: 8:00 AM – 6:00 PM EST
Saturday – Sunday: Closed
Public holidays: Closed

Typical response time is within 24 hours.

Our Address

Trixture
GT Ecom B.V.
Betuwehaven 8
Nieuwegein, Utrecht
the Netherlands
3433 PV

Chamber of Commerce number: 82232393
VAT number: NL862386780B01