Frequently Asked Questions
Frequently Asked Questions - Trotters Help Centre
"I am the Trotters' Office Dog. Woof! I've been around a bit and I know a thing or two. If you have a question, ask away. I'm here to help! Woof!"
- How do I know what size to buy for shoes and clothing?
- Can you gift wrap my purchases?
- Do you sell gift vouchers?
- What do I do if an item does not fit or I don’t like the colour?
- What is your International Returns Policy?
- How do I pay for the goods?
- Is there VAT on my order?
- I have a discount code, how do I use it?
- When ordering from overseas do I need to pay customs charges?
- What happens if I think I have been charged twice?
- How do you deliver and how much will it cost?
- What if I need my order urgently?
- Can you deliver anywhere?
- Can my order be delivered to a different address from my billing address?
- What happens if I am out when the postman tries to deliver?
- Can I track my order?
- When can I go into store for my ‘Click & Collect’ order?
- How do I book a hairdressing appointment?
- Do I need to make an appointment?
- What if I can’t make / am late for my appointment?
- I have twins / siblings, can they be booked at the same time?
Q. How do I know what size to buy for shoes and clothing?
Q. Can you gift wrap my purchases?
A. Yes, we offer a gift wrapping service which includes a gift bag, tissue paper and a 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 currently only offer online e-vouchers to purchase on our website. These vouchers will automatically be emailed to you to either print and present or to forward on to the recipient. Please note, these vouchers are redeemable online only. Store gift vouchers can be purchased and redeemed in-store only.
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, excluding during the Black Friday Sale, 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
We have further terms & conditions regarding exchanges and returning gifts on our Delivery & Returns page.
Q. What is your International Returns Policy?
A. You can return any item for a refund, within 28 days of receiving your original order. If you would like a different size or colour, please return your unwanted item for a refund and place a new order. Please visit our Delivery & Returns page for full information regarding international returns. If you are wanting to return a faulty or incorrect item, please contact using our Contact us page so we can arrange this for you.
Q. How do I pay for the goods?
A. You can pay for your order by using the following: Visa, MasterCard, Delta/Connect, Maestro, American Express, PayPal and online gift vouchers. We do not currently accept Diners, 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.
Q. What happens if I think I have been charged twice?
A. Occasionally after purchasing with Trotters online if you check your bank account it appears that you have been charged twice, there is no need to worry. There is a very simple explanation for this.
Trotters will only charge your card once your order has been dispatched, depending on your card provider, when placing an order, they will put a hold on the funds at the time you checkout to ensure the funds are available when we come to charge your card just before we dispatch.
This hold is known as a pre-authorisation. If you are viewing your statement online, it will appear as a charge for the value of your order which is why it looks like you've been charged twice. The pre-authorisation is standard practice when funds are transferred electronically. The pre-authorisation should automatically drop off within 5 working days of when you originally placed your order, however you can contact your bank and ask them to release the funds sooner if you wish. Your Bank may require us to fax through details to confirm we no longer need the funds held which we are always happy to do.
If you need further assistance from us please contact our Customer Service Team using our Contact us page.
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 the 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. What if I need my order urgently?
A. Selecting the ‘Next Day Delivery’ option at checkout will ensure you receive your order the following working day, providing you place the order before 1pm Monday through to Thursday. Orders placed outside of these times will be dispatched the next available working day. Orders are not processed or delivered during weekends or Bank Holidays. Timed delivery is not available. For further information please visit our Delivery & Returns page.
Q. Can you deliver anywhere?
A. Almost! Our delivery service covers most countries but please note that we do not deliver to caravan parks, campsites, 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 our customer service team 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.
Q. How do I book a hairdressing appointment?
A. You can book your appointment online or by calling your chosen store. On our hairdressing page you can select your chosen store, day and time and if you have a preferred hairdresser, you can also request to be seen by them. Click here for stores location and contact information.
Q. Do I need to make an appointment?
A.If we have availability, we do accept walk-ins during non-peak times, however to avoid disappointment we recommend booking, especially for the weekend.
Q. What if I can’t make / am late for my appointment?
A. If you know in advance that you can’t make your appointment, you can cancel your appointment by clicking on the ‘Cancel appointment’ button on your confirmation email or call your choosen store to let them know you’re running late or need to cancel. We understand, especially when children are involved, there may be unforeseen delays and we will do our best to fit the haircut in. However, as each appointment is booked for 20 minutes, we can only hold the appointment for up to 10 minutes, although we do our best not to run into the next appointments slot, so we may need to rearrange another appointment either on the same day or later date.
Q. I have twins / siblings, can they be booked at the same time?
A. Yes. Just select a sibling slot online or call the store and let them know you wish to book for more than one child. Where we have availability, you can book either be at the same time or one after the other. We recommend booking in advance when requesting more than one appointment at similar times.
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
Q. What if I have any other queries?
A. Feel free to contact using our Contact us page.