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Trotters Purchases FAQ

Q. How do I know what size to buy for shoes and clothing?

A. Click here to take a look a look at our size chart or here to see our shoe fitting video.

Q. Can you gift wrap my purchases?

A. Yes, we offer a gift wrapping service which includes a gift bag, tissue paper and personalised message. The additional cost of providing this service is £3.50 per delivery. Please note that not all items available on our website fit into a gift bag.

Q. Do you sell gift vouchers?

A. Yes, we have both online vouchers and in store vouchers available to purchase on our website. If you choose online gift vouchers please indicate in the gift message box the email address you want the voucher sent to.

Q. What do I do if an item does not fit or I don’t like the colour?

A. Return the item(s) within 28 days of receipt unused, and with the original labels attached. You can reuse the packaging in which you received the goods if you wish. We include a self-adhesive free returns postage label in each UK delivery, stick this on the front of your package and take to your local post office to send. We advise you to obtain a certificate of postage in case the parcel should go missing in transit. Customers outside of the UK are responsible for their own return postage charges. Please return to the following address:

Trotters Internet Returns Department
3 Gorst Road
North Acton
London
NW10 6LA

We have further terms & conditions regarding exchanges and returning gifts on our Delivery& Returns page.

Trotters Payment FAQ

Q. How do I pay for the goods?

A. You can pay for your order by using the following: Visa, MasterCard, Delta/Connect, Maestro and online gift vouchers. At this stage, PayPal is available for mobile devices only. We do not currently accept Diners, American Express, cheques or cash.

Q. Is there VAT on my order?

A. There is no VAT on children’s clothing, footwear up to a girls size EU38 & a boys size EU41, belts or books. Hair accessories, adult’s clothing and footwear as well as gifts and toys carry VAT at the standard rate of 20%. Prices are shown inclusive of VAT where applicable. All deliveries outside EEC countries will be charged exclusive of VAT.

Q. I have a discount code, how do I use it?

A. On ‘My Basket’ page, there is a box on the bottom left, insert your code there to apply to your order. Please note, there may be exclusions and terms and conditions to using your code, usually not in conjunction with sale, discounted and multi-buy offers. For further information please visit our Terms & Conditions page.

Q. When ordering from overseas why am I required to pay VAT (or similar import taxes) and customs charges on arrival?

A. UK VAT is not due where the delivery is made to a destination outside the EU. We will declare all products within your delivery, however, if there are any import taxes, duties or handling fees due in the country of destination, these will be payable by the receiver. These are not included in the price charged by Trotters Childrenswear & Accessories. For further information please visit our Terms & Conditions page.

Trotters Delivery FAQ

Q. How do you deliver and how much will it cost?

A. UK orders are sent via our delivery company UKMail. Deliveries to Europe are shipped with DPD. Deliveries to Ireland and Channel Islands are shipped with Royal Mail. All other International orders are sent with DHL. For further information please visit our Delivery& Returns page.

  • FREE standard delivery for orders over £75
  • £4.95 for mainland UK
  • £10.00 for mainland UK Next Day Delivery (for orders placed Monday – Thursday before 1pm)
  • £10 for Ireland, Channel Islands, IOM and Europe
  • £20 for Switzerland, Norway and the Rest of the World.

All orders must be signed for and will not be left without a signature.

Q. Can you deliver anywhere?

A. Almost! Our delivery service covers most countries but please note that we do not deliver to caravan parks, camp sites, holiday homes or PO boxes and certain countries where we cannot guarantee the status of recipients. For further information please visit our Delivery& Returns page.

Q. Can my order be delivered to a different address from my billing address?

A. Yes, it can. You will find an option to choose a different delivery address during the checkout process. You can also save multiple addresses for a quicker checkout process, the next time you shop.

Q. What happens if I am out when the postman tries to deliver?

A. For UK deliveries, usually a card will be left and re-delivery will be attempted the next day. If the parcel cannot be delivered it will be returned to us. In that circumstance, we will contact you to arrange sending your parcel out again. For overseas delivery, you will need to contact your local postal service to arrange redelivery. Trotters is not responsible for arranging redelivery overseas.

Q. Can I track my order?

A. At this stage we do not send shipment confirmation with a tracking number, however this is available by e-mailing customerservice@trotters.co.uk Monday – Friday 9am – 5pm, excluding Bank holidays. Please note all orders must be signed for and will not be left without a signature.

Q. When can I go into store for my ‘Click & Collect’ order?

A. We offer a FREE Click & Collect service to all of our stores when ordering online. The store will contact you when your order is ready, this can take between two to five days for your goods to arrive in store and up to 7 days if ordering for delivery to Guildford. Please view our Delivery & Returns page for more information.

Orders must be collected within 30 days.

Trotters Site Details FAQ

Q. Is our site secure?

A. Not only does Trotters protect the security of your information during transmission by encrypting the information that you input and transmit to us, but also you can be sure that the site is safe and private.

Q. What about accessibility?

A. At Trotters we are working hard to provide a website that is accessible to everyone, including those with visual, hearing, motor or cognitive impairments. We are constantly checking and improving our website to ensure it meets the demands of the Disability Discrimination Act and the W3C Web Content Accessibility Guidelines, priorities 1 and we are working towards meeting priority 2.

This statement explains the accessibility features we have implemented to make our website easier to use and navigate.

In terms of navigation, where possible we have made links consistent between pages throughout the site. Trotters.co.uk is also fully accessible using only a keyboard and can be navigated with scripting disabled. We are constantly testing colour contrasts and combinations to ensure our website can be read by users with visual impairments, including those with colour blindness. In addition, we have limited the use of Flash and other applications that are known to cause screen flicker. It is also possible to use our site without viewing images or graphics by ensuring that all relevant non-text elements have explanatory text descriptions.

We use Cascading Style Sheets (CSS) for visual layout. This allows users to override our styles with their own preferred fonts and colours for increased readability. By displaying many links in a different, bolder colour it distinguished them from our standard web text. Links are highlighted with an underline or an underline will appear if you roll over a link with your mouse. In general we use tables for tabular data and not for page layout.

Trotters.co.uk can be accessed on PCs and Macs from the following browsers:

  • Chrome
  • Internet Explorer version 7 and above
  • Firefox
  • Safari

 Trotters Contact FAQ

Q. What if I have any other queries?

A. Feel free to contact using our Contact us page.

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