Frequently asked questions

Step 1: Pick the items you like

Step 2: Add them to your basket

Step 3: Sign up or log in

Step 4: Select a delivery method

Step 5: Select a payment method

Step 6: Confirm your order

Step 7: You’re good to go! You'll receive your order in a few days

To help you find the perfect size, we provide our official size guide. We work with the same sizing as the brands, so in most cases you will be able to choose your usual size.

We recommend taking your bust, waist, hip, and length measurements following our illustrated guide, so you can compare them with the size chart and choose the most suitable option before making your purchase.

Some brands may present slight variations in their measurements. If this is the case, we recommend writing to us in advance at help@trenfit.com to receive personalized advice and ensure that the item fits perfectly from the very first moment.

There may be a slight variation in tone due to the type of light used when taking the photograph. The photos on our website are selected from official pages to be as faithful as possible to the brand.

Yes, all the products that we sell are 100% original. At trenfit.com Store, we can guarantee that all the products on offer are 100% original, whether in store or online, as we are official distributors of all the brands we offer. This means that the products that we sell come from an authorised distribution channel, which guarantees that they are definitely originals. To find out more about Ösabina's history and background, visit our About us page.

Our prices are low for two main reasons. Firstly, our policy is based on low prices. We like to sell our products at good prices and always offer our customers low prices in our commitment to them, even if it means that our profits are smaller. The second reason is that as an online store, we can further reduce some products because we have fewer sales costs. New technologies help us cut back too.

Yes, all the product prices on our online stores include taxes.

No. We are a retailer and we do not sell wholesale.

That depends. Some products have been discontinued, so we won't be able to stock them again and we are simply waiting to receive others. We are always updating our catalogue, so when a product appears to be out of stock, the best thing you can do is to check the website again in a few days or contact us at help@trenfit.com

If you placed your order without creating an account, we can locate it for you. Please write to help@trenfit.com and provide your full name and payment details (receipt or transaction number). With that information, we can inform you of the status and next steps.

If you wish to delete your Sabina account, you can request it by writing to us through our contact form or by email. Once we receive your request, we will respond as soon as possible.

When logging in, click on “Forgot your password?”, enter the email address you used to create your account, and we will send you an email with instructions to reset your password.

If this hasn’t helped, write to us so we can reset it manually. help@trenfit.com

To update your personal information or change your delivery address, follow these steps:

1. Go to the homepage of our website.

2. Click on "My Account".

3. Select "Personal Information".

Please note that these changes will be applied to your future orders, not the current one.

From the home page, click on My account > My personal information > Current Password/New Password.

From the home page, click on My account > My personal information > Email address and enter the new email address that you want to link to your account.

Of course you can. You just have to go to My account > My addresses and add your default address.

Unfortunately, it is not possible to modify the payment method once an order has been placed. However, if the order has not yet been prepared or shipped, we may try to cancel your order and you could place a new one selecting the desired payment method.

Yes, we can issue the invoice in your company’s name. For this, please provide us with the following details:

• Order number

• Company information, such as name, VAT/CIF, and address.

This will allow us to process your request correctly.

To minimize delivery times, we have an automated system that sends your order details to our logistics warehouse immediately after completing the online purchase. We will do our best to fulfill your request, as long as the order has not left our warehouse.

We will confirm your request as soon as possible.

Yes, before you confirm your order, select "Bank Transfer" as your payment method. Remember that if you select this option, we cannot send your order until we receive the transfer, which means that delivery time can be a few days longer.

Of course it is! We are always working to ensure that you can feel completely safe when entering your payment details on trenfit.com. Our website uses protection and coding technologies to stop anyone accessing your payment details.

There are two elements that guarantee that paying via our website is totally safe:

• A padlock icon in the address bar
• A safe URL (https://)

If you still don't feel comfortable with the idea of paying online, you can request a "virtual" credit or debit card from your bank to carry out electronic transactions. You can also make payments via bank transfer or PayPal.

There are three ways that you can pay for your order. Choose the one that best suits your needs!

For credit card payments, we've chosen the best collaborators to ensure your payment's security and a safe connection. When you come to pay, the padlock and key symbols in your browser indicate that you have a safe connection. The payment gateway can only be used by users that are registered for the safe online credit card payment service. If you don't have this option activated on your credit card, the operation will automatically be rejected by our payment gateway and you will have to ask your bank to update or register your card for this safe online payment method. We do not accept payment from credit cards from countries outside of the European Community.

You will have 7 days to deposit the amount or complete the transfer. You must include your order number when you complete the transaction. If you don't pay within 7 days, you will have to place the order again, with the conditions and prices in place at that time. The order will only be sent once we have received the payment in our bank account. If you are in a rush for your order, we recommend that you make the payment at the cash desk as transfers can take 24-48 hours. It's important that you notify us when you make the payment, as it will help us identify it more easily and your delivery will be sent out quicker too. You can do so by email: help@trenfit.com

You can pay for your order safely using PayPal. This method applies a 3% surcharge on the total order amount because it offers an additional purchase guarantee provided by PayPal. Please note that the free shipping insurance is not included for payments made with PayPal. This information is displayed in the last step of the purchase process, before logging into your PayPal account.

Bizum is a mobile payment service that allows for instant transactions from your smartphone. By selecting this payment method, you will be directed straight to the official Bizum page to ensure the total security of the transaction.

When choosing to pay with LINK, you will be redirected to an optimized payment page where you can securely enter your details. Once you complete the transaction, Stripe will handle the payment processing, ensuring the security of your financial information.

No. The only payment methods accepted by trenfit.com are credit card, bank transfer and PayPal.

At this moment, we do not offer a specific coupon for a first purchase. However, we invite you to subscribe to our newsletter, where you will receive exclusive discounts and promotions. You can also follow us on our social media channels to stay up to date with our latest news.

The use of the coupon depends on its conditions (validity, minimum amount, exclusions…), which are visible in the coupon information itself. If you have any doubts or cannot apply it, please contact us through the contact form or write to help@trenfit.com and we will assist you.

There are three possible reasons why your coupon may not be applied:

• You have already used it before (they are single-use).

• You do not reach the required minimum amount.

• There is an active promotion on the website and they cannot be combined.

If you need help, write to us through our contact form or by email. help@trenfit.com 

Follow these steps to apply your discount coupon:

1. Add the products you want to your cart.

2. Click on “Checkout”.

3. On the next screen, you will see a box that says “Discount coupon”.

4. Enter your code in that field and click “Check”.

5. If it is valid, the discount will be automatically applied to the order total.

We regret to inform you that, at this moment, we do not have gift vouchers or gift cards available. We are working on incorporating new options in the future to expand the possibilities for our customers.

Yes, we offer two special gift options:

• Gift box with personalized card:
  You can select this option at checkout, during the "Process order" step. It includes a special box and a card where you can write a personalized message. This option has an additional cost, which will be clearly displayed when selected.

• Personalized engraving on some items:
  Some products allow you to add an engraving. If available, you will see the option on the product page itself. You can enter the text you want to engrave before adding the item to your cart. This service also has an additional cost.

Currently, we do not offer gift wrapping with wrapping paper. The available options are the presentation box and/or engraving, depending on the product.

That depends on where you live and your total order. You can check out delivery information here.

We deliver to Spain (mainland, Balearic Islands and Canary Islands) and almost all of Europe. Check the list of countries here.

No. It is not possible to select the shipping company, as all our deliveries are managed through an optimized logistics system that automatically assigns the most suitable service for each destination.

This way, we guarantee safe, efficient, and on-time deliveries, always maintaining quality and care in every order.

That depends where you are. Check the delivery times for each country here.

At the moment, we do not offer express delivery. You can check our standard delivery times here.

No, we do not deliver to post office boxes.

Delivery Attempts: The courier company will make the necessary delivery attempts on different days and times. If it is not possible to deliver the order to your address, it will automatically be redirected to the nearest collection point determined by the courier.

Deadline to Collect the Package: When an order cannot be delivered to the specified address, it will be automatically redirected to the nearest collection point (determined by the courier company). You will have a limited time to collect it. After this period, the order will be returned to the sender.

Incorrect or Incomplete Delivery Address: It is important that the customer verifies all delivery details (name, full address, postal code, etc.) when placing the order. Shipments are managed automatically through our logistics system, so the information provided is used exactly as entered.

Deliveries to a “Safe Place” or Accessible Areas: If during the delivery process you select that the courier leaves the package in an accessible area of your property (garden, terrace, garage, entrance, or similar), you are activating the option called “Safe Place” or “Deposit Place.”

IMPORTANT
By choosing this delivery method:

• You authorize the courier to leave the package without requiring a signature or the recipient’s presence.

• You voluntarily assume the risk of the package being left unattended in an accessible place.

• You waive the right to make claims for loss, theft, or damage once the courier has marked the order as delivered at the indicated location.

You can collect your order at one of our stores in the Canary Islands. The order is prepared at our central warehouse and, once it arrives at the selected store, our staff will notify you so you can pick it up. You can check the full list of collection points here.

There are some particular aspects of shipping that are important to keep in mind:

• Delivery times: They start counting from the moment your order leaves our warehouse. At that time, you will receive an email notification stating “order shipped.” From then on, you should consider the indicated delivery days.

• Processing and delivery: Once the order is confirmed, it is prepared and dispatched as soon as possible from our logistics center. Estimated delivery times are calculated in business days and may vary depending on the destination and the shipping company.

• Exceptional causes: Occasionally, delivery times may be affected by circumstances beyond our control (weather conditions, carrier operational issues, etc.). In such cases, we will do everything possible to speed up the delivery.

• Service quality: We work with leading express shipping companies, selected for their speed, reliability, and traceability, to guarantee the best possible experience in every shipment.

To find out your order status, click on My account > Order history and details.

Once your order has been shipped, you will automatically receive a message at the email address associated with your customer profile containing all the necessary tracking information, including shipping status updates. Please note that these messages may sometimes arrive in your spam or junk folder.

If after checking this you still do not have the information you need, please do not hesitate to contact us at help@trenfit.com so we can assist you.

In some cases, the tracking may show that the order has not been handed over to the carrier, even though it is already in transit.

Before the tracking is updated, the package must begin its journey from the Canary Islands and go through the corresponding export and customs control processes. Until these steps are completed, the carrier’s system will not reflect new movements.

During this time, the status may remain unchanged for 24 to 72 business hours, depending on the logistics volume and the necessary procedures.

Your order is in progress, and the tracking will be updated automatically as soon as the carrier processes the next stage of the shipment.

No. For deliveries to the Canary Islands, your order will not go through customs, as we ship directly from our warehouse in Gran Canaria, Spain. For orders to the Peninsula, Balearic Islands, and Europe, customs fees, taxes, or other surcharges are included. We will never ask you for an additional payment, nor will you have to handle any customs clearance.

Yes, you can exercise your right to return any order within 14 calendar days after receiving it.

To be accepted, the item must be in perfect condition, unused, and in its original packaging. To speed up the process, please contact our team via email at help@trenfit.com

Please note that return shipping costs are the responsibility of the customer.

Exceptions: For hygiene and safety reasons, returns of underwear, hygiene items, or erotic products are not accepted.

To accept a return, a series of conditions must be met:

• Product condition: Items must be in perfect condition, unused, with their original tags, and suitable for resale.

• Packaging: The product’s original packaging must be placed inside another external wrapper. Returns will not be accepted if the original box or packaging has been damaged, taped, or directly labeled.

• Refund: Once the return has been received and verified at our headquarters, we will proceed with the refund using the same payment method used for the online purchase. Physical stores do not process refunds.

• Exclusions: For hygiene reasons, returns of underwear and opened or used products (e.g., makeup, cosmetics, or unsealed perfumes) will not be accepted.

Partial refund: If the item does not meet the above conditions, the refund may be partial or, in extreme cases, rejected.

We regret to inform you that we do not offer the option of direct exchanges. In this case, you must return the received item and place a new order. Size changes included.

If you would like to return a product bought on our website in a Sabina store, please contact us at  help@trenfit.com

Once a refund is issued, the money is immediately sent to the cardholder’s bank. However, the time it takes to appear in your account depends on the bank. Refunds are generally reflected on the bank statement within 5 to 10 business days from the issuance. This may vary depending on the bank, so we recommend contacting your bank if the refund is not visible after that period.

If you've received a product that you didn't order, contact us within 72 hours of receiving your order via the contact form or email at help@trenfit.com and we'll look into your request. We will check the case and the product must be unused, in optimum conditions, in its original packaging and suitable for sale.

To speed up the process, please send us photos of the incorrect product to help@trenfit.com including:

• the front of the product in its original packaging.
• the product's barcode (EAN).

Important: If we sent the incorrect order, it goes without saying that we will pay for the delivery charges. However, if you ordered the wrong product when you placed your order, then you will have to pay the return delivery fees. We shall not accept returns or claims for incorrect orders if you do not notify us of them within the set time frame.

If you receive a faulty item or if it has been damaged during delivery, please contact us via our contact form or by email at help@trenfit.com within 72 hours of receiving the order and we will address the incident.

Important: We shall not accept returns for damaged or faulty items if you do not notify us of them within the set time frame. In said cases, we need you to send us proof of the damage/fault so that we can address the incident correctly. You will need to send us photographs of the item/order or any other evidence that will help us establish the facts. Once we have completed the checking process, a courier shall be sent to replace or return the item(s), if necessary. If you do receive damaged or broken goods, we recommend that you also notify the delivery company that handled your order.

To process your request effectively, we kindly ask you to provide the following information by email to help@trenfit.com

Did the package arrive open, tampered with, or damaged? If so, please send us photos showing the damage.

• Does the package have adhesive or packing tape? If so, please send us photos of the tape.

• Did you include any note on the delivery slip when receiving it?

• Please send us a photo of the outer label with your details, as well as photos of the outside and inside of the package.

It is important that you provide this information as soon as possible, since Sabina Store only has 7 calendar days to file a claim for theft or missing items.