Frequently Asked Questions (FAQ)

Last Updated: April 2026

How do I place an order?

Browse our collections, add your desired items to the cart, and proceed to checkout. Simply follow the prompts to enter your shipping details and choose a secure payment method.

Can I change or cancel my order?

We offer a 24-hour window for cancellations or modifications. After this period, orders are transmitted to our fulfilment centres in the USA or EU and cannot be intercepted. Please contact support@tremynayla.com immediately for urgent requests.

Do I need an account to shop?

No, guest checkout is always available. However, creating an account allows you to track your order history and ensures a faster checkout experience for future visits.

Where do you ship from?

To ensure the fastest delivery, we utilise strategic fulfilment centres. Depending on stock and your location, your order will ship from either Charlotte, North Carolina (USA) or Mārupe (Latvia).

What are your delivery timelines?

Processing: 1 – 2 business days (Monday – Saturday).
Shipping (UK/USA/EU): Typically 5 – 10 business days once dispatched. Please refer to our Shipping Policy page for detailed regional estimates.

How can I track my package?

Once dispatched, you will receive a shipping confirmation email containing a tracking number and a link to monitor your package's progress in real-time.

What payment methods are accepted?

We accept a wide range of secure payments, including Visa, Mastercard, Amex, Discover, Google Pay, Apple Pay, PayPal, Klarna, and Shop Pay.

Is my payment information secure?

Absolutely. Our website uses 256-bit SSL encryption, and all payments are processed through PCI-compliant gateways. Tremy Nayla never stores your full credit or debit card details.

What is your return policy?

We offer a 30-day return window from the date of delivery. Items must be unused, in their original packaging, and with hygiene seals intact to be eligible for a refund.

Who pays for return shipping?

For defective or incorrect items, Tremy Nayla covers all costs. For "Change of Mind" returns, the customer is responsible for the return shipping fees to our warehouse.

How long does a refund take?

Once we receive and inspect your return, refunds are processed back to your original payment method within 10 business days (Monday – Saturday).

Is Tremy Nayla a registered business?

Yes. Tremy Nayla is a brand owned and operated by Butterfly Apartments LTD, a legally registered company in England and Wales (Company No: 15879691).

Where is your corporate headquarters?