Frequently Asked Questions - Store Reopening | Trotters Help Centre

Frequently Asked Questions - Store Reopening

Frequently Asked Questions - Trotters Help Centre

Frequently Asked Questions


How will we maintain social distancing in Store?

Each Store has a maximum occupancy identified, which has been carefully planned considering the size and layout of the space

The Stores will be open by appointment only, and therefore two appointments will be happening in Store at one time.

The number of people within the Store including Team Members will be closely managed a Trotters team member who will be the host at the front of the Store.

Customers will need to let us know as part of the booking process how many people will be coming to the Store for their appointment. Trotters will then make sure that the two coinciding appointments do not exceed the maximum occupancy. If more people arrive for an appointment that what was planned, and the maximum occupancy is breeched then some of the party will be asked to remain outside of the Store.

Can I return or exchange an item purchased in Store outside of the Trotters 28-day returns policy?

If you have proof of purchase for your items, we will be honoring refunds and exchanges for items purchased from 1st February 2020 onwards from a Trotters Store. If you do not have proof of purchase, then a Trotters credit note for the current selling price will be available.

Do I need an appointment to return or exchange an item purchased in Store?

If you would like a refund onto a card, or a credit note, this can be processed at the entrance to the Store, so no appointment is necessary. Cash refunds are unfortunately not possible, however we can provide you with a Trotters credit note instead.

If you would like to exchange the item, and you know the item you would like to exchange it for, we can process this for you at the entrance to the Store, so no appointment is necessary. Please note. In this scenario you would not be able to browse in Store (see below)

If you would like to exchange the item/s, and you would like to browse the Store, then you would need to book an appointment. To book an appointment please click here.

Will Click & Collect be available?

Yes, from the 18th June, Click & Collect will be available at both our Kings Road and Northcote Road stores.

Can I return items purchase on your website to a Store?

We are proud to announce that we now operate a 365 days return policy on all orders placed from the 1st October 2018. If you have purchased items online, you can return these to Trotters Kings Road or Northcote Road. These will be sent back to our warehouse for processing.

What happens if I arrive late to my appointment?

Please try to arrive on time for your scheduled appointment, this is to allow you to be able to browse the store in your allocated time. We will be on hand to help you in Store, and will do our best to fit you in, if you miss your appointment. However, this won’t always be possible.

Can I reschedule my appointment?

Yes, please either cancel your original appointment via a link on the confirmation email, or call the store and our team members will be able to help you. For Store contact details please click here.

Will Shoe Fitting be available in Store?

Yes, we are pleased to let you know that we will be able to shoe fit in store. However, we will he taking a different approach than usual and asking for your help, so that we can maintain the 2m where possible. There will be two areas in the shoe fitting department where the 2m gap is breeched, however our team members will be wearing Face Shields and will be as quick as possible.

Disposable socks will be placed over the child’s socks whilst shoe fitting.

All shoes will be steamed using a professional garment steamer or cleaned using an anti-bacterial wipe after being tried on.

Will hairdressing be available in Store?

Unfortunately, our hairdressing service will not be available until further notice. Our team members and customers safety are imperative and therefore we will be following all Government advice on when we can open our hairdressing and what extra measures we will need to introduce. More information will be shared over the next few weeks.

When will the other Trotters Stores be opening?

We are now preparing our plans to reopen the other Trotters stores and will share this information with you shortly. We will learn from our customers and team members during phase 1, to make sure that we are able to provide the safest and most enjoyable visit as possible.

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International Delivery – £20.00
USA: 2-4 days
Rest of the world: 5-7 days

365 Day Returns

International Delivery – £20.00
USA: 2-4 days
Rest of the world: 5-7 days

365 Day Returns

International Delivery – £20.00
USA: 2-4 days
Rest of the world: 5-7 days

365 Day Returns

International Delivery – £20.00
USA: 2-4 days
Rest of the world: 5-7 days

365 Day Returns

International Delivery – £20.00
USA: 2-4 days
Rest of the world: 5-7 days

365 Day Returns

International Delivery – £20.00
USA: 2-4 days
Rest of the world: 5-7 days

365 Day Returns

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