Delivery & Returns

Your Delivery Options

Delivery Options

Courier

Delivery Time

Cost

Click & Collect

-

2-3 working days

FREE

Standard UK Delivery over £60

Royal Mail

5-7 working days

FREE

Standard UK Delivery

Royal Mail

5-7 working days

£4.95

UK Express Delivery

FedEx

1-2 working days

£10

European Delivery

FedEx

4-5 working days

£12.50

Middle Eastern Delivery over £230
Middle Eastern Standard Delivery

FedEx
FedEx

5-7 working days
5-7 working days

FREE
£20

International Delivery

FedEx

USA: 2-4 working days
Rest of World: 5-7 working days

£20.00

Standard and international delivery times may increase by 48 hours during busy times such as Back to School, Sale, Black Friday Event and Christmas. During these unprecedented times, we are doing our utmost to maintain our standard delivery times, but please note, some deliveries may be subject to minor delays.

Click & Collect

Trotters Click & Collect service allows you to have your items delivered to your local store free of charge. To use this service, simply add the items that you wish to order to your online shopping basket and proceed to checkout. You will still need to add an address, however, on the delivery methods page, you will be able to select your preferred store for collection.

Our store staff will call you when your order is ready for collection and upon collection, a signature is required.

Orders that are not collected within 30 days (14 days during the month of December) will be returned to the Trotters warehouse and will be refunded. Please do not forget to check the opening times of your local Trotters store

To collect your order you must have the following items:

• Your original order confirmation email
• Proof of ID

Standard UK Delivery

During busy periods delays may occur. If an item is not available for immediate dispatch you will be notified by email and advised of the expected delay. In the event that an item is sold out and your order is unable to be fulfilled we will notify you via email, and where available, provide you with the option of back order, exchange or cancellation.

Once parcels have been dispatched we are unable to change the address.

Our delivery service covers most UK residential addresses with individual post codes. Caravan parks, camp sites, holiday homes and PO boxes are excluded.

UK Express Delivery

Express Delivery are sent on a FedEx Priority Express service. The cost is £10.00 and they will arrive within 1-2 working days.

Unfortunately we do not currently offer weekend delivery on Saturday or Sunday. Any orders placed after 12pm or Friday-Sunday will be shipped on the next working day. Orders placed on Bank Holidays will not be processed until the following working day, this can add one more day to delivery times.

Please note: If you opt to have your parcel left in a 'safe place', this is done at the customer's own liability and risk. No responsibility will be taken for lost or stolen parcels.

If we are unable to fulfil your order on an Express Delivery service you will be contacted by a member of our Customer Service Team.

International Delivery

International Delivery is £20 and is sent on a FedEx FICP service.

All of our international orders are fully tracked and shipped by FedEx with a delivery window of 2-4 working days to the USA and 5-7 working days to the Rest of the World. A signature is required upon delivery.

Duty (or customs tariffs) is set by the destination country customs authorities and is not included in your order total at the time of purchase. Any duties or taxes incurred are the responsibilities of the customer and will have to be paid by the customer separately upon receipt of their order.

Please note: If you opt to have your parcel left in a 'safe place', this is done at the customer's own liability and risk. No responsibility will be taken for lost or stolen parcels.

We very much look forward to welcoming you, in person, to our stores, where you can find our full ranges, without incurring any taxes, duties or transportation costs 

Our delivery service covers most countries but please note that we do not deliver to caravan parks, camp sites, holiday homes or PO boxes. No responsibility will be taken for lost or stolen parcels.

European Delivery

European Delivery is £12.50 and is sent on a FedEx FICP service.

We are pleased to announce that we are once again able to ship to Europe. Partnering with Zonos, all duties, taxes and fees are included with your order total and you will not need to pay any additional fees upon delivery.

Tracking Deliveries

When your order leaves our warehouse, we will send a shipment confirmation, when available, this will contain a link to track your order. If this link is not included and you should wish to track your parcel, please contact our customer services team who will be able to assist you.

UK Returns

We offer a 28 day returns policy. We will refund any item(s) purchased with us provided that the item(s) are returned as new, i.e., unworn and returned with their original packaging, including the original tags. If you are returning shoes, please place them in another box/bag and do not use the shoe box to adhere labels to. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

There is no need to let us know you're returning something, just fill in the included returns slip as required and include in your returned parcel.

Please allow up to 14 days to receive your refund.

Please note: We are not currently able to offer freepost returns labels for orders shipped to the Republic of Ireland and Channel Islands.

Trotters Childrenswear
Returns Department
3 Gorst Road
London
NW10 6LA

If provided, please affix your Freepost returns label to the outside of your package and take to your local Post Office. The goods are the customer’s responsibility until they reach us, so we recommend upgrading to a signed-for service with insurance should your return not reach us.

Please note: Freepost labels will not be included with your order during our Black Friday Sale and other Sale promotions. During these times, should you wish to return your parcel through one of our branches, they will be happy to return your items back to us for a refund or exchange. Please allow up to 14 days to receive your refund.

We will refund the price you paid for your item(s), including sale items, back to your original payment method.

If you would like a different size or colour, please return your unwanted item(s) and include on your returns slip which size or colour you would like to exchange for in the comments section. In order to process an exchange, we need to refund the original amount spent on the purchase and then place a new order for the replacements. We will prepare this and send via email for you to complete your payment details. You will be charged the same amount (or less if the item(s) is on promotion) as the initial order. For UK exchanges, there will be no additional postage to pay.

Original postage paid will only be refunded if the item is faulty or you return your order complete within the 14 day cooling off period. If you have paid for Express Delivery, you will be refunded the amount for Standard Delivery.

We will not be responsible for any items that are returned to us by mistake.

Please return to:

Trotters Childrenswear
Returns Department
3 Gorst Road
London
NW10 6LA

You may wish to return to one of our stores. We can offer exchanges in one of our 5 London stores (this doesn't include our concession locations) within 28 days of receiving your original order, you will need to provide either the invoice / delivery note or order confirmation.

If you require a refund, the store will need to send your item(s) back to our warehouse, along with your completed returns slip.

Please Note: Items purchased in store must be returned to a store for refund or exchange. We regret we cannot accept these items back via mail order.

European/International Returns

We offer a 28 day returns policy. We will refund any item(s) purchased with us provided that the item(s) are returned as new, i.e., unworn and returned with their original packaging, including the original tags. If you are returning shoes, please place them in another box/bag and do not use the shoe box to adhere labels to. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

If you would like a different size or colour, please return your unwanted item(s) for a refund and place a new order. Alternatively, we will refund the original amount spent on the purchase and then place a new order for the replacements. We will prepare this and send via email for you to complete your payment details. You will be charge the same amount (or less if the item(s) is on promotion) as the initial order. The return order for your exchanges will include a return postage to pay.

There's no need to let us know you're returning something, just tear off the returns slip on the bottom half of your invoice, fill in as required and include in your returned parcel.

Non-faulty items being returned from outside the UK – excluding the Channel Islands, Isle of Man and Northern Ireland – are returned at the customer’s expense and risk.

We will refund the price you paid for your item, including sale items, back to your original payment method.

Original postage paid will only be refunded if the item is faulty or you return your order complete within the 14 day cooling off period.

Duties and taxes paid upon ordering are non-refundable and if additional duties/taxes are to be paid upon receipt of the return, the cost of these will be deducted from the value of your refund.

The goods are the customer’s responsibility until they reach us, so please ensure they're packed up properly and you use a postal service that insures you for the value of the items you are returning as well as obtaining a certificate of postage in case the parcel should go missing.

All goods will be inspected on return. Please ensure that tags are in place, the product has been unworn and a resalable condition. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

We will not be responsible for any items that are returned to us by mistake.

Please mark the parcel as 'Return – unwanted GB goods' and return to:

Trotters Childrenswear
Returns Department
3 Gorst Road
London
NW10 6LA

Missing, Faulty & Damaged Products

If you believe that something is missing from your order or you have received a faulty, damaged or incorrect item, please contact us within 28 days so we can arrange a replacement for you. In most cases you will need to provide photo evidence and/or return it to us before we can replace it or refund you.

If your parcel was shipped to the USA on our FedEx service and arrived damaged, please notify us and FedEx within 24hrs of receipt. 

Processing Returns

It can take us up to 14 working days to process a return although we aim to do this within 3-5 days of receipt of the item(s).

Returning Gifts

If you have received one of our products as a gift and it does not fit or is faulty/damaged, you can take your item(s) to your local Trotters store and exchange for another item. - Please note our exchange policy below.

Alternatively, you can return the item to our address below for exchange including your completed returns form, specifying your item/s as a GIFT exchange. If you choose to exchange an item that is faulty or damaged, we cannot always prevent the original purchaser from knowing and can only send the exchange/replacement to the original delivery address.

No refunds will be given on gifts, unless refunded directly to the purchaser’s card. The purchaser will be notified by email.

Exchanges

In order to exchange an item, you must return it in saleable condition within the 28 day return period, however, an exchange can only be processed where there is stock available. You are welcome to use the Free Postage slip (UK delivery addresses only) included in your order or alternatively, ship to the address below. Goods will remain your responsibility until we receive them so please ensure you obtain proof of posting and use an insured delivery service.

Trotters Childrenswear

Please can we kindly request you include a note with the below so we are able to process on receipt:

If you have any questions or queries regarding our delivery options please contact customer service Monday - Friday: 09:00-17:30GMT.