Frequently Asked Questions

20 questions

• Shipping & CODIs delivery free? Do you charge any delivery fee?

  Yes. We offer FREE delivery on every order across Pakistan, with no minimum order value and no hidden delivery charges. Cash on Delivery (COD) is available nationwide.

• Shipping & CODHow does Cash on Delivery (COD) and order verification work?

  All Cash on Delivery (COD) orders require phone or WhatsApp verification prior to dispatch. Our customer support team will contact you within 24 hours of order placement.

  Important Note: If we are unable to reach you after 2 attempts over 48 hours, your order will be automatically canceled.

• Shipping & CODWhat are your dispatch and delivery timelines across Pakistan?

  Dispatch: Orders are processed and dispatched from Lahore within 24 to 48 hours (excluding Sundays and public holidays).

  Delivery Time: Standard delivery within major cities (Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad) takes 2 to 4 working days after dispatch. Deliveries to remote or rural areas take 4 to 7 working days.

  Note: Delivery times may occasionally be extended due to weather conditions, public holidays, or unforeseen courier disruptions beyond our control.

• Shipping & CODCan I open and inspect the parcel before paying the courier rider? (Parcel Open Policy)

  Courier riders operate under strict safety guidelines and are NOT permitted to open parcels for inspection prior to cash payment. The rider’s role is strictly limited to parcel delivery and cash collection.

  If you suspect tampering or physical damage to the outer courier flyer upon delivery, please refuse delivery and contact us immediately. For internal checks, please record an unedited unboxing video upon opening.

• Shipping & CODHow can I track my order once it is dispatched?

  Once your order is handed over to our trusted courier partners, you will automatically receive an SMS and email notification containing your unique tracking number and direct live tracking link to monitor your delivery.

• Shipping & CODWhat are my responsibilities as a Cash on Delivery (COD) customer?

  • Active Phone Number: Ensure your contact details and address are complete and keep your phone reachable so the rider can contact you upon arrival.
  • Exact Change for COD: Please keep the exact order amount ready in cash, as courier delivery agents may not carry change.
  • Refusal Policy: Repeatedly refusing or failing to receive confirmed COD parcels without a valid reason may result in your address/number being blacklisted from placing future COD orders.
• Shipping & CODWhat happens if an ordered item is out of stock or fails quality check?

  If an ordered item fails our strict final quality check or goes out of stock prior to dispatch, we will notify you immediately. We will remove the unavailable item, adjust your bill accordingly, and dispatch the remainder of your order without delay.

• Returns & RefundsWhat is your 7-Day Return and Refund Policy?

  If you receive an incorrect, damaged, or unsatisfactory item, we offer a hassle-free 7-Day Return and Refund Policy under the following conditions:

  • Timeframe: Return requests must be initiated within 7 days of delivery.
  • Condition: Items must be unworn, unused, undamaged, and returned in their original packaging, including all tags, pouch/box, and proof of purchase (invoice or order reference).
• Returns & RefundsWhy is an unboxing video required for damaged or missing items?

  Due to the delicate nature of artificial jewelry, claims for damaged, broken, or missing items require an unedited parcel unboxing video recorded at the time of opening. This allows our care team to verify courier transit damage instantly and approve your replacement or refund without delay.

• Returns & RefundsWhich items are non-returnable and non-refundable?

  The following items cannot be returned or refunded:

  • Items purchased on clearance or promotional sales.
  • Products damaged due to improper care, or contact with perfumes, water, moisture, or harsh chemicals.
  • Unsolicited returns sent back without prior approval from our customer support team.
• Returns & RefundsWho pays for return courier shipping charges?

  Company Error: If the return is due to a damaged, defective, or incorrect item sent by us, TRIVO ESSENTIALS will cover or reimburse reasonable return shipping charges.

  Customer Preference: If the return is due to a change of mind or personal choice, the customer is responsible for return courier charges back to our dispatch hub in Lahore.

• Returns & RefundsHow long does refund processing take and how is it paid?

  Once we receive and inspect your returned item at our facility, we will notify you of the approval or rejection of your refund.

  Approved refunds are processed within 3 to 5 working days via Bank Transfer, JazzCash, or EasyPaisa.

  Store Credit Option: Alternatively, customers may opt for a Store Credit / Discount Voucher for future purchases.

• Returns & RefundsWhat is the step-by-step process to initiate a return?

  1. Contact our customer support via WhatsApp at +92 311 4606604 or Email at [email protected] with your Order ID, clear photos/videos (including unboxing video for damaged items), and the reason for return.
  2. Once approved, our team will provide you with our return dispatch address in Lahore.
  3. Repack the item securely in its original box/pouch and ship it back using a traceable local courier service.
• Materials & CareWhat materials are Trivo Essentials jewelry crafted from?

  Our luxury pieces are crafted from premium grade 316L surgical stainless steel, authentic 925 sterling silver, and durable brass bases, generously coated with 18K / 14K real gold PVD electroplating and hand-set AAA+ cubic zirconia crystals. All collections are 100% lead-free, nickel-free, and hypoallergenic for sensitive skin.

• Materials & CareIs Trivo jewelry water-resistant, and what damages it?

  Our stainless steel and PVD gold-coated jewelry is crafted for durable everyday wear. However, artificial jewelry requires mindful care. To prevent discoloration and maintain brilliant luster, avoid contact with perfumes, body sprays, water, moisture, or harsh chemicals.

  Policy Note: Products damaged due to improper care or chemical contact are non-returnable and non-refundable.

• Materials & CareHow should I clean and store my jewelry?

  Store each piece individually in your complimentary airtight Trivo velvet pouch or gift box in a dry, shaded place to prevent friction and scratches. After wearing, gently wipe the surface with a clean microfiber jewelry cloth to remove natural skin oils and dust.

• Payments & SafetyWhat payment methods do you accept?

  We offer multiple convenient and safe payment methods:

  • Cash on Delivery (COD) — Pay in cash to the rider at delivery (after phone/WhatsApp verification).
  • Online Bank Transfer — Direct transfer with instant receipt verification.
  • JazzCash & EasyPaisa — Fast mobile account transfers.
  • Debit & Credit Cards — Processed via 256-bit SSL encrypted gateway.
• Payments & SafetyAre all prices on the store inclusive of taxes?

  Yes, all prices listed across Trivo Essentials are in PKR (Pakistani Rupees) and are completely transparent with all standard taxes included. There are zero hidden surcharge fees.

• Sizing & GiftingHow do I choose the correct ring or bracelet size?

  Most of our signature rings and bangles feature ergonomic open adjustable bands that comfortably contour to standard finger sizes (US 5 to 9 / Pakistani sizes 11 to 20). For fixed-size items, please check the dimensions listed on the product page or message our team on WhatsApp for sizing advice.

• Sizing & GiftingDo you provide luxury gift packaging and personalized message cards?

  Every Trivo order arrives packaged in our signature luxury presentation box, ready for gifting. You can also add premium gift wrapping and a handwritten personalized note at checkout or by contacting our team on WhatsApp with your Order ID.