FAQs

Purchase

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

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 £6.00 per delivery. Please note that not all items available on our website fit into a gift bag.

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. Shop gift vouchers here >

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. 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
North Acton
London
NW10 6LA

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

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 for a refund and place a new order. Please visit our 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.

Payment

You are able to purchase from the Trotters website using GBP pounds sterling (£), USD ($), EUR (€), AUD ($), CAD ($), HKD ($), JPY (¥), NZD ($) and SGD ($). We accept online payment in a secure environment. Currently, we accept Visa, MasterCard, Delta, Switch, AMEX, PayPal, Apple Pay & Google Pay. Please note, payments made via PayPal will automatically be converted and charged in GBP (£). To avoid any additional charges, we recommend that you select GBP as your chosen currency if paying with PayPal.

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.

There is the opportunity to redeem voucher codes after proceeding to Checkout on the 'Customer Information' page. On the right hand side, there is a field where you can enter your e-voucher or discount code information and click Apply to have it redeemed against your basket. 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.

For EU shipments, all duties, taxes and fees are included with your order total and you will not need to pay any additional fees upon delivery. For delivery outside of the EU, UK VAT is not due. 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.

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.

Delivery

UK orders are sent via Royal Mail on a signed for service. UK Express Orders and deliveries to the rest of the world are shipped with FedEx. For further information please visit our Delivery page.

- FREE standard delivery for orders over £75
- £4.00 for mainland UK, Channel Islands and IOM
- £6.00 for mainland UK Next Working Delivery (for orders placed Monday – Friday before 2pm)
- £12 for Europe
- £20 for the Rest of the World.

Selecting the ‘UK Next Working Day’ option at checkout will ensure you receive your order next working day if order placed before 2pm.. Unfortunately we do not currently offer weekend delivery on Saturday or Sunday. Any orders placed after 2pm or Friday-Sunday will be shipped on the next 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 page.

Almost! Our delivery service covers most countries but please note that we cannot 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 page.

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.

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.

Yes. All shipment confirmation emails contain a tracking number and link from which you can track your order. If at any stage this does not work, please contact our Customer Service by e-mailing our customer service team and they will be able to provide you with further information.

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. Please view our Delivery & Returns page for more information.

Orders must be collected within 30 days.

Klarna

We're excited to announce we have partnered with Klarna to bring you new ways to pay at checkout.
Step 1. Add new products to your cart and select 'Klarna' when you checkout.
Step 2. Enter a few personal details and you'll know instantly if you're approved.
Step 3. Klarna will send you an email confirmation and reminders when it's time to pay and you can manage your orders and payments in the Klarna app.

Pay in 30 days
Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees. No impact to your credit score. Paying after delivery allows you to try before you buy and is the easiest way to shop online.

- Complete the payment in full after purchase at no added cost.
- Report returns directly in our app and only pay for the items that you keep.
- Not making your payment on time could affect your ability to use Klarna in the future.
- Debt collection agencies are used as a last resort
- You must be 18+ and a UK resident to be eligible for this credit offer. Pay Later Terms and Conditions

Pay in 3 interest-free instalment
Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.

No interest. No fees. No impact to your credit score.

- A new way to pay that's an alternative to a credit card.
- 3 instalments gives you flexibility to shop without interest or hidden fees.
- Not making your payment on time could affect your ability to use Klarna in the future.
- Debt collection agencies are used as a last resort.
- You must be 18+ and a UK resident to be eligible for this credit offer. Pay in 3 Terms and Conditions

Pay online or in the app
Review your latest purchases and make payments in the Klarna app or online.

Download the Klarna app: https://www.klarna.com/app
Log in online: https://app.klarna.com/login
Chat with customer service: https://www.klarna.com/uk/customer-service/

Safe and Secure
With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorized purchases.

Frequently asked questions
Visit our FAQ (https://www.klarna.com/uk/customer-service/) page to find out more about using Klarna

About Klarna
At Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth checkout options give you more time and control so you can focus on the things you love.

- More than 90 million shoppers are using Klarna.
- 200,000 retailers are working with us worldwide.
- We’re one Europe’s largest banks and we’ve been powering online checkouts for over 15 years.
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time.

Trotters is not a lender and acts only as an introducer. The credit product is provided by Klarna Financial Services UK Limited. Credit is only available to permanent UK residents aged 18 and over, depending on their status. Terms and conditions apply. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.

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FAQs