Frequently Asked Questions
Q. How do you deliver and how much will it cost?
A. Orders received before 5pm will be despatched within 3 to 5 working days via Royal Mail. 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
As all our orders are despatched as soon as possible, we only have one UK delivery charge:
- £4.95 for mainland UK;
- £8 for Ireland, Channel Island IOM and Europe
- £15 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 can. If you wish, we can deliver your goods in our special Gift Packaging and send a special message on your behalf. 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 £3.95 per delivery.
Q. How easy is it to use this website?
A. We have tried to create a website that is easy to use and accessible to everyone. If you have a question that is not answered on this page please do not hesitate to contact us at firstname.lastname@example.org and we will do our very best to help you.
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.
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. He or she will normally leave a calling card to inform you that they have tried to deliver that day. Your goods will then be taken to your local post office depot for you to collect or arrange for re-delivery.
Q. 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, and Maestro. We do not accept Diners, American Express, PayPal, cheques or cash.
Q. When will my account be charged?
A. We will only charge your account when your order is packed and ready for despatch.
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 and use the self-addressed label which may be peeled from your packing note and attached thereto.
If you lose this document, our returns address is:
- Trotters Internet Returns Department
- Unit 2,
- Hurlingham Business Park,
- Sulivan Road,
- SW6 3DU
Please complete the Returns Form so we know whether to replace the goods with a different size or colour or credit you...whichever you prefer. If you require a refund, it will be made promptlyproviding 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.
Please also note that if you want an exchange, a further delivery charge will be payable.
We cannot accept returns to our stores.
Q. What about postage on returned items?
A. You will need to pay the postage. We strongly recommend that you use Recorded Delivery, as we cannot be held responsible for items lost in transit. We will refund your postage in full on any faulty goods returned for credit and will not charge postage for a subsequent replacement.
Q. What if I have any queries?
A. Feel free to contact us at email@example.com
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:
- Internet Explorer version 7 and above