FAQ

Find the answer to all your questions.

Drop us an email at hello@wearetrigram.com or on the website's Contact form. We are available from Monday to Friday, 8:30 am to 6 pm CET. We will be happy to answer you!

Shipping

Where does trigram deliver?
When will my order be shipped?
When will I receive my order?
How much does shipping cost?
Is it possible to have my order delivered at a Service Point Pick-up station?
Can I change the delivery address or Mondial Relay Service Point/Pick-Up point after validating my order?
How do I track my order?
What do I do if my order is delayed?

We deliver worldwide! 
Check here for the list of countries we ship to here. If you can't find your country, drop us an email.

Our logistics team is working diligently to process orders within 1 to 2 business days after the order is placed. Our warehouse operates Monday through Friday. Please note that we don't pack orders on holidays. All orders are dispatched from Paris area.

All our packages are dispatched via Mondial Relay or Colissimo International services. The estimated delivery time is depending on the country of destination. Our standard shipping:

  • within France: 2-3 business days
  • within the EU or Europe: 3-8 business days
  • other countries: 5-12 business days
  • French Overseas departments: 18 to 31 business days.

For full shipping delivery times information per country, click here.

Shipping rates vary by weight, method of delivery, and location.
Free shipping is available starting on orders over €35 in France, €50 in the EU, and €150 worldwide.

For full shipping rates information per country, click here.

Yes, you can have your products delivered in a Mondial Relay Service Point for France only. We will send you an email to ask you for which Service Point you prefer.

For Colissimo orders: you have up until confirmation of dispatch for us to change your delivery address. Please e-mail us your order number and new delivery address information as soon as possible at hello@wearetrigram.com or in the Contact form.

For Service Point pick-ups, send us your preferred new pick-up station by email at hello@wearetrigram.com or in the Contact form and we’ll do our best to change it if order has not been dispatched yet.

After your order is dispatched you will receive an e-mail/text from Mondial Relay or Colissimo with your tracking number. This can be used to refer to your shipment and track it on the Mondial Relay or Colissimo website.

Delivery times are estimated times given by shipping companies, there may be 1-2 days of delay. Also, due to circumstances surrounding COVID-19, shipping services may experiment delays. We kindly ask you to be patient.

For international shipments, a parcel may be held by your local customs authority for an additional time for an assessment of duty fees or sales tax.

Delivery

How do I know my order is available for pick-up at a Mondial Relay Service Point?
I am not home to receive my package.
I cannot pick up my order at the indicated Mondial Relay Service Point.
Will I be charged any extra taxes or duty fees upon delivery?

You will receive a text message and an email from Mondial Relay to inform you that order is ready for pick up. A Service Point will keep your package for 14 days. 

In case of absence during the delivery, the postman will leave a delivery notice at your residence. Your parcel can then be withdrawn at your local post office. Otherwise, check directly with courier services to reschedule a delivery.

If you cannot pick up or forget to pick-up your order at the indicated Mondial Relay station within 14 days, your order will be sent back to us. Contact us at hello@wearetrigram.com or in the Contact form as soon as possible.

Please be aware that orders delivered outside the European Union may attract additional import duty or local sales tax. This is to be paid by the receiver upon arrival in the country or at delivery. Rules and charges vary by country and local governments.

Orders

Can I make changes to my order?
Can I track my order?
I think my package is lost.
How do I use my promotion code on my order?
How do I know my order has been processed?

Once we receive your order, we start working on it right away. In most cases it is not possible to change or update your order. If you change your mind after placing your order, email us at hello@wearetrigram.com or in the Contact form as soon as possible, and we will do our best to accommodate you before the order is dispatched from the warehouse.

As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. If you have not received your tracking number, please email us at hello@wearetrigram.com or in the Contact form as soon as possible.

If you have any issues with your order once it has left our warehouse, please reach out to us as soon as possible.

At checkout, you can enter your promotion code before proceeding to payment. Click on "Apply" to add it to your order. You will see the promotion code and the subtotal of your order change to reflect the discount.

Once you have placed your order, you will receive a confirmation email with a unique order number. If you didn't receive an email, please check your junk folder. If you have not received an order confirmation, please get in touch our customer service and we will confirm your order has gone through.

All orders are packed and shipped from our warehouse in Paris area, France. Our logistics team aims to process orders within 1 to 2 business days after an order is placed. Our warehouse operates Monday through Friday. Please note that we don't pack orders on holidays.

Payments

What payment methods do you accept?
Is the online payment method safe?
When will my payment be charged?

We currently accept Visa, Mastercard and Apple Pay. Payments are made by credit card, via Paypal or Stripe. We do not accept checks or bank transfers.

All your payments on wearetrigram.com are safe and secured. All information is sent securely to trigram, using SSL (Secure Socket Layer) through an encrypted connection. This prevents any unknown and unauthorised sources from accessing customer information.
You will be debited after validation of the order.

You account will be charged once your order is ready for dispatch. You will receive an email to confirm dispatch.

Returns and exchanges

What's your return policy?
How long do returns take to process?
I received a wrong item in my order.

You can return purchased products for Exchange or Refund within 14 days after reception of goods, for a full refund on the original payment method. Items must be in unused conditions and items must returned in the original packaging, with all tags. You can re-use our shipping box for returns. 

For Exchange, we offer free returns for Exchanges in metropolitan France only. For all other locations, return shipment for Exchanges must be arranged by you and at your own expenses.

For Refund, return shipment must be arranged by you and at your own expenses. We recommend using a service with tracking and insurance.



To read the full return policy, click here.

We aim to process returns within 5 working days after reception of goods. Once we have received and processed your return, we will promptly give you a refund. Please allow an additional 3-5 business days for the transaction to appear on your bank account. If you have not received a refund, send us an email at hello@wearetrigram.com or in the Contact form.

Don't worry, we'll make it right! If you receive a wrong item in your order, please contact hello@wearetrigram.com as soon as possible.

Products

My product isn't available anymore.
Do your products have a warranty?
What do I do if my product has a default?
What materials do you use for your products?
How should I keep my bag clean?

Ooh, this product is victim of its success. Be patient, it might be back in stock very soon. Contact us for more information.

Our product offers and prices are valid as long as they are visible on our website wearetrigram.com, within the limit of available stocks. We reserve the right to limit the number of orders per account for the same product.

Absolutely! We guarantee a good quality in all our products.

For metropolitan France orders only: all products purchased through wearetrigram.com have a 1-year limited warranty from the date of purchase. We are working on making it available in other countries too. We will keep you posted!

To read our warranty policy, click here.

If you received a defective product or notice a defective part, please send an image to hello@wearetrigram.com and we will be happy to help you replace/repair the product.

We want our products to last a long time, so we use durable fabrics, such as polyamide (or nylon). Find out more information about our materials here.

Our bags are made of water-repellent fabrics, which make them super easy to clean. But if you find a stain in your bag, we recommend not to fully submerge the product in water. The best way to clean it is to spot clean with a damp cloth, then let it air dry.

Free shipping available

Starting on orders over
€35 in France and €50 in Europe

1-Year Warranty

We guarantee a good quality in all our products. Available only in France.

Money back guarantee

If you do not like your product, return your package within 14 days.