FAQ

Frequently Asked Questions


Can a loyal customer get a discount?

We are not playing any favorites at the moment but keep an eye out for our ongoing specials, features, and giveaways!
 

When is the next promotion?

We have special promotions all the time and to the most up to date on them, sign up for our newsletter to always be in the loop!
 

Can we send you product test samples?

We do not send test products of our products for retail orders. If you have a wholesale order that meets a quantity minimum, please send an email to Wholesale Support for a request.

What sizes are listed when shipping?

All sizes on the website are US sizes, unless otherwise noted. All tags on the inside of the garments are listed in US sizes. Our size guide serves as a general guideline for helping you find your size in Trixxi. You can view all of our size guide gallery HERE.

We offer a wide range of silhouettes from slim-fitting to oversized. Each style will have different measurements based on the fabrication. If you have questions about a specific style’s measurements, you can always reach out to our Customer Care team for your perfect fit. Please include your bust, waist, and high hip/low hip measurements with your note inquiry and we’ll help you out.

Where are you located?

We are based out of Los Angeles, CA USA.
 

What does it mean if an item is only pre-order?

If an item is a pre order, it means that we will most likely be making more! Sign up with your email and let us know your preferred color and size. We will email you to let you know if it becomes available on the store again.

What is an e-gift card?

An e-gift card is a credit that you can apply to a purchase. You can redeem an e-gift card at checkout or apply it to your account under Payment Info. If you select it as the payment option at checkout it will be applied to your purchase. Sorry, e-gift cards cannot be retroactively applied to an order once it has been placed or returned for cash.

Where can I purchase a Trixxi e-gift card?

If you're in the U.S. you can purchase an e-gift card here. E-gift cards cannot be used to purchase another e-gift card.

Can I use e-gift cards online at Trixxi and Trixxi Girl?

Yes! Feel free to shop between both Trixxi and Trixxi Girls to use your e-gift card at checkout. We've got you covered!

 

Where do I enter a promo code?

Select “View Bag” cart symbol on upper right of webstore before checkout to enter your promo code.

 

Something I ordered is now on sale. Will you match the new price?

Sorry, price adjustments will not be done for items at a reduced price. We only offer sales for a limited time, so by buying early, you ensure that you get the style in the color and size you want!

Shipping


How much does shipping cost?

We offer free U.S. shipping on all orders using standard insured shipping through United States Postal Service.

Method Cost Expected Arrival

Free Standard

Free

5-10 business days (continental U.S.)

2-4 weeks Hawaii + Alaska

Ground

$5.00

3-7 business days

Expedited

$15.00

3-5 business days

Express

$20.00

2 business days

Next Day

$35.00

1 business day

How fast is your shipping?

Most of our orders are shipped within 2 business days of purchase from our Los Angeles warehouse, pending availability, and check out credit verification. Once your order is shipped, we estimate your order arrival to you with in 3-10 business days of its ship date, or 2-4 weeks if you are located in Hawaii or Alaska.

If you want your item(s) sooner and are within the U.S., please select an expedited shipping option for additional purchase. Shipping times may vary, but we do our best to get you your order as quickly as possible. Any additional shipping costs are nonrefundable.

We do not ship on the weekend or U.S. holidays, and we do not offer Saturday delivery.

**Temporary COVID-19 update **

For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.

Do you offer overnight shipping?

Yes! We offer overnight shipping for orders within the U.S. You can select Next Day air for $35.00 USD at checkout. See the chart below for the delivery information. This shipping cost is nonrefundable. We do not ship in the weekends or U.S. holidays, and we do not offer Saturday delivery.
 
Method Cost Expected Arrival

Free Standard

Free

5-10 business days (continental U.S.)

2-4 weeks Hawaii + Alaska

Ground

$5.00

3-7 business days

Expedited

$15.00

3-5 business days

Express

$20.00

2 business days

Next Day

$35.00

1 business day

Do you ship to PO boxes?

We ship to PO boxes, military APO, FPO, and DPO destinations. Please select the PO Box checkbox in the address section during your checkout.

Are taxes included in my order total?

Taxes are calculated on the items ordered, your shipment destination, and the value of your purchase, which are added to your order total in the shopping cart checkout. Taxes are nonrefundable. If you have any other questions about taxes collected, let Customer Care know.

If an order is shipped separately, will there be double shipping charge?

No, we will ship both order under the same checkout and you will not be charged twice for separate packages.
 

How can I edit my shipping address?

If your order is shipping to an incorrect address, please contact Customer Care right away. We will do our best to make the adjustment before your order has shipped from our warehouse.

My package is lost!?

Package theft is a real thing, and it sucks, we are sorry this happened! If your package has been lost in transit, please reach out to Customer Care right away.

What precautions will be taken for safe shipping?

Following Cal/OSHA and CDC guidelines, we will continue to practice social distancing by minimizing the number of employees we have in our facilities at a given time, maintaining 6 feet between workstations, and dividing team members for breaks. We are also following recommended precautions for use of personal protective equipment, cleaning, hygiene, and screening. Contact us for more info on the best practices we are implementing.

I’ve moved since I ordered this. Can I change my shipping address?

Email us at hello@trixxi.com and we can update your address.

 

Orders


Order placement

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 2 business days from our Los Angeles warehouse.

Our Customer Care is always happy to guide you at any step!

Where can I track my order?

Once you’ve received your shipping confirmation email you can click on 'Track It' and see the status of your delivery. It may take 24 hours for tracking updates to appear.

If you have any questions about the status of your order please reach out to Customer Care.

Is it possible to change my order once placed?

At the current moment, once your order is placed, there is no way to self change the order. Sorry about that! You can send an email to our Customer Care and we will do our best to assist you in editing your order before it is processed in our warehouse.
 

If customer received only part of the whole order, what should be done?

If there seems to be an error or are items missing from your order, send an email to Customer Care for further assistance.

How can an order be cancelled?

If your order hasn’t shipped, go to Order Lookup, enter your email and order number, click 'Cancel Order,'and then click 'Confirm order cancellation.' Once canceled, you’ll receive a refund confirmation email shortly!

Do you have a gift option?

Sorry, we don’t offer a gift option yet for orders at check out yet.

What if something I ordered arrived damaged?

Oh no, we are sorry ! Contact us right away.

What does Final Sale mean?

All items marked final sale have been reduced in price and cannot be returned for a refund, e-gift card or exchange.

What if a Final Sale item I ordered arrived damaged?

Sorry about that! Contact us right away.

Payments


What forms of payment do you accept?

We accept: Visa, Mastercard, American Express, debit and credit cards, Paypal, Apple Pay, Google Pay, and Afterpay.

For wholesale we accept: ACH bank transfer, Visa, Mastercard, American Express, debit and credit cards, Paypal, Apple Pay, Google Pay, and Afterpay.

*Note that additional exchange fee may apply if your currency is other than US dollars.

International Taxes

International taxes might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

  • The customs value is made up of:
  • the price paid for the goods,
  • the insurance cost,
  • the shipping cost.

What is Afterpay?

Afterpay is a service that offers you the ability to make purchases now and pay for them in four equal installments, due every two weeks, without any interest.

For more information, visit Afterpay’s FAQ page. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or use the contact form.

How do I use Afterpay?

Choose Afterpay as your payment method in checkout. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order. Afterpay is not available for pre-order products.

Afterpay is eligible on orders between 1.00 USD and 1,000.00 USD. Afterpay can’t be used when purchasing an e-gift card. You must be over 18, a resident of the U.S. or Australia, and meet additional eligibility criteria to qualify.Your payment schedule will be emailed to you. If you fail to make a payment, you will be charged a late fee of $8 with an additional $8 fee added after 7 days if payment is still unpaid, but the late fees will not exceed 25% of the total order.

Can I use Afterpay if I’m outside of the US?

Afterpay is only offered to our customers who have a US or Australian billing address, a US or an Australian Visa or Mastercard (credit or debit card), and a US or Australian mobile phone number. Afterpay is available for Australian orders between 1.00 AUD and 2000.00 AUD. Customers with international billing addresses and/or phone numbers will not be able to set up an account with Afterpay at this time.

Can I use another form of payment with Afterpay?

Yes, you can also use a Trixxi e-gift card with Afterpay to pay for your purchase as long as your order total is between 1.00 USD and 1000.00 USD and doesn’t include and doesn’t including purchasing an e-gift card.

Return and Refunds


What is your online return + exchange policy?

For online orders in the U.S., we accept stuff in new condition(unopened, unused, undamaged) with original tags attached for a full refund. Accompanied by proof of purchase.

Return shipping is free for returns within the U.S .

You have 10 days from the ship date to have your return postmarked to the carrier on your label. Your refund will be credited to the original form of payment used to make the purchase. Please note that all apothecary, underwear, pierced jewelry, climate credits, and items marked 'Final Sale' are non-returnable. We do not accept returns if there is significant damage to the item.

Trixxi monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.

**Temporary COVID-19 update**

For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.

How do I return or exchange an order from within the U.S.?

1.Visit our Returns and Exchanges page.

2.Select the stuff you want to exchange or return. Quick tip: If you’re returning an order, you have the option for Instant Trixxi Credit.

3.Stick the return label on the mailer.

4.Drop off your return to the courier on the label.*

*Make sure to have your return dropped off and scanned 10 days from the ship date to avoid being charged and/or to receive your refund. Please only send returns using our pre-paid return labels so that we can track your items We cannot refund a lost return that was sent using a method other than our return labels.

What if my return is late?

All returns should be in new, unworn condition with the tags still attached. Any returns received postmarked after 10 days from the ship date are ineligible for return and will be automatically given Trixxi Credit in the value of items received at our warehouse meeting the return condition rules.

Can I return Final Sale items? What if it was a gift?

Final Sale items cannot be returned. No exceptions will be made for sizing, fit, or fabric issues. We understand that buying Final Sale items can be a gamble, so if you have any questions about the style, please reach out to Customer Care before placing your order. Sorry, but items purchased as a gift are still applicable to our 'Final Sale' policy and cannot be returned.

This return policy is in addition to, and does not affect, the separate legal right of withdrawal which is available only to EEA Consumers in some circumstances. Please reach out to Customer Care if you have additional questions or need help completing a return.

Can I exchange an item from my order?

Yes you can! If you want to exchange an item for a new size or color, you can create an exchange.

Sale items are not eligible for exchange. Make sure to have your return dropped off and scanned 10 days from the ship date to avoid being charged and/or to receive your refund. Please only send exchanges using our pre-paid return labels so that we can track your stuff. We cannot refund a lost return that was sent using a method other than our return labels.

How do I create an exchange?

To create an exchange:

1.Click on Returns and Exchanges page and input your email and order number.

2.Select Exchange for the item you want to exchange

3.Choose a new size or color and click Next Step.

4.Confirm your return and click Process Return.

5.Print your return label and drop off your return by the stated date to avoid being charged.

What is instant Trixxi Credit?

If you want to make another purchase and don’t want to wait for your return to be processed, you can select instant Trixxi Credit when you request a return.

All orders purchased with Instant Trixxi Credit are only eligible for return for store credit with in Trixxi + Trixxi Girls. Make sure to have your return dropped off and scanned 10 days from the ship date to avoid being charged and/or to receive your refund.

When will I get my refund?

Once we receive your return, please allow 3-4 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

**Temporary COVID-19 update**

For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.

Contacts


Who do I contact about potential jobs at Trixxi?

Please submit all job inquiries to hello@trixxi.com and we will make sure they get to the right person!

Who can I contact about press inquiries?

Please email hello@trixxi.com with any press inquiries.

Who can I contact about wholesale inquiries?

You can gain access to our wholesale store by clicking here.

If you have a large quantity or special order request, please email us at support@trixxi.com

Who can I contact to learn more about your business practices?

Check out the Trixxi World section here to learn more about our business values and practices, the impact of community, and our products. If you still have questions, send them to hello@trixxi.com