Returns & Exchanges
I've lost my returns form, can you send me another one?
Not to worry! Click here to download a new returns form.
How do I return my online order?
- Download and complete the returns form found at the bottom of your confirmation email.
- Repack the goods in their original packaging to our Returns Department; remember to enclose the completed returns form.
- Do all this within 14 days of receiving your order and please ensure goods are returned in their original condition, unused and in the original packaging with all labels attached.
Trespass - Returns Department
149 Vermont Street
Glasgow, G41 1LU
Please note: At this time we are unable to accept returns for orders placed in store to our Online Returns Department.
Can I return my order to a Trespass high street store?
No, at present we can only accept returns that are sent back to our returns centre. High street stores will not be able to process any refunds or exchanges of online orders. We do, however, have an easy and cheap option for getting the returns sent back, please see more information about using CollectPlus below.
Please contact Customer Service for more information
We are now offering a CollectPlus service for returning items to us at a fixed cost of £4.49! Please note that returns MUST be taken to a CollectPlus store, Trespass stores will NOT be able to accept them. Follow the below steps to print & pay for your label and find your nearest CollectPlus store-
- Visit www.collectplus.co.uk/trespass
- Enter your Trespass order number and email address.
- Once you have paid for your label, you can download it then and there, but it will also get sent to your email address. Just print this out and attach to the front of the parcel.
- You can then search for your nearest CollectPlus store by viewing www.collectplus.co.uk/trespass and following option 5 ‘Drop your parcel at shop’, enter your postcode and drop the parcel off at your convenience.
- You will be given a receipt and tracking code.
It couldn’t be easier, and may save you a few pennies! Please note that parcels need to be within ‘cabin baggage’ guidelines- up to 10kg and within the dimensions of 50x30x30cm.
How should I send it?
We recommend that all returned items are sent using a carrier who can supply a 'proof of posting' certificate. The goods are your responsibility until they reach our Returns Department.
Do I have to pay to return?
We're sorry but we don't offer a free returns service.
We will however exchange any unwanted returns and re-send them using our priority 24 hour service without any further charge.
How long can I keep my order before returning?
We ask you return your items to us within 14 days of receiving them. If you are out with the 14 days please get in touch with Customer Service to see if we can find a resolution.
How long will it take to process my return?
Returns are typically processed within 4 days of us receiving the goods back.
If you have a valid e-mail address registered to your account, we will email a confirmation of the return being processed. After we have processed the refund, you will need to allow sufficient time for your card issuer to make the funds available. Please allow up to 10 days for refunds to show on your account. This time frame is dictated by your bank or card issuer and we have no control over it.
Refunds are always made back to the original form of payment..
And when will I receive my exchange?
Exchanges are typically processed and despatched within 48 hours of us receiving the goods back.
We are only able to exchange items where a different size of the same item is requested. You can place a new order if alternative items are required, and return the original item to us for a refund.
If we don't have the stock available we'll refund you and send you an email to let you know.
You've sent me the wrong items
Occasionally mistakes do happen. We're sorry if this has happened to you, but you have our promise that we'll do our best to get the right items to you as soon as possible.
Get in touch with our Customer Service team and let us know.
The item I received is faulty
If the item your received is faulty please get in touch with Customer Service to resolve the problem.
Consumers right to cancel
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of tailor-made / customised products). Order cancellations must be made in writing to Customer Services quoting your order number, either by post or email via firstname.lastname@example.org. In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
Anything else I need to know?
Certain products may have a different returns policy, which is normally stated within the product description.
Base layers are classed as undergarments and for hygiene reasons are non-returnable unless faulty.
You can see our full returns and cancellation policies in the sites Terms Conditions