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

A. UK orders received before 1pm will be delivered within 3 to 5 working days via our delivery company UKMail. During busy times this may be slightly longer, but we will do our very best to despatch your goods as quickly as we can. Please note that working days do not include Bank Holidays and weekends. Orders must be placed before 1pm for guaranteed UK next day delivery. International orders will be dispatched with Royal Mail and delivered via your local postal service. International orders usually take 1-2 weeks for delivery but can take up to 4 weeks in exceptional circumstances.

  • FREE standard delivery for orders over £75
  • £4.95 for mainland UK
  • £10.00 for mainland UK Next Day Delivery
  • £10 for Ireland, Channel Islands, IOM and Europe
  • £20 for the Rest of the World.

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

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. A gift receipt will be despatched with the delivery that will exclude the price you have paid. The additional cost of providing this service is £3.00 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. 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 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.

Is there VAT on my order?

A. There is no VAT on Children’s clothing, footwear or belts. Hair accessories carry VAT at the standard rate of 20%, gifts and toys also carry VAT at 20%. Prices are shown inclusive of VAT where applicable. All deliveries outside EEC countries will be charged exclusive of VAT.

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. We do not currently accept Diners, American Express, PayPal, cheques or cash.

Q. Can you deliver anywhere?

A. Almost! We are unable to deliver to P.O. Boxes and certain countries where we cannot guarantee the status of recipients.

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 obtaining proof of postage. 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,
NW10 6LA

Please complete the returns form so we know whether to replace the goods with a different size or colour or credit you. If you require a refund, it will be made promptly providing that the item is in its original condition and all the information referred to above is received. The credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of customer services will contact you.

Online purchases can be returned to stores, but please note the refund will be processed at our head office, stores are unable to process online refunds on their tills.

Q. What if I have any queries?

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

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

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