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FAQ's

Payment and ordering

Why won’t my card payment go through?

When is payment taken for my order?

What choices do I have to pay?

Can I use Trespass gift vouchers or credit notes to buy online?

Can I cancel or change my order?

Can you deliver out with the UK?

Delivery and returns

What if I’m not home when the item is delivered?

Will you deliver my order to a different address?

How do I return or exchange items purchased online?

Can I return items bought online to a Trespass store?

By registering will I automatically get marketing emails from you?

The item I want is now out of stock?

Why won’t my card payment go through?

It is not always possible to confirm why your payment has failed, as the process involves both our systems and your own bank.

However if your payment does fail the first step is to check you have entered all your details correctly, remember these need to match what is written on your bank statement.

Alternatively please try another card or contact Customer Service for further advice.

When is payment taken for my order?

We charge your credit or debit card as soon as you click “Confirm” during the checkout process. We have found that this method works well for everyone, but if you disagree we’re always happy to hear your views.

What choices do I have to pay?

Trespass currently accepts all major credit, debit and charge cards. These include:

- Visa
- MasterCard
- Switch
- Delta
- Solo
- UK Maestro

Can I use Trespass gift vouchers or credit notes to buy online?

No. We are currently not able to accept store gift vouchers or credits notes online, but you area able to use them nationwide in any of our Trespass stores.

Show me how to find my closest Trespass store.

Can I cancel or change my order?

Yes! However you need to be fast and the only changes possible are for amendments in colour or size. If you wish to change an item to an entirely different product, the original order will be cancelled and you will then need to place your new order again. We aim to dispatch your goods within hours of receiving your order, so if you choose to cancel or change your order please call Customer Service immediately on 0845 838 8487 .

If you’re too late, don’t worry. Simply decline the delivery when it arrives or return the order unopened within 14 days of ordering.

Can you deliver out with the UK?

No. Trespass.co.uk does not currently ship out with the UK. However we can easily recommend several of our official European stockists.

Delivery and returns

Where do you deliver?

We deliver throughout the UK, Northern Ireland, Scottish Islands, Isle of Man and British Forces Post Offices.

How long does delivery take?

Please allow up to 7 working days for delivery. Well that’s the official line out of the way; the truth is we aim to have weekday orders dispatched within 24 hours and with you soon after that. Orders will arrive between 8am to 5pm Monday through to Friday.

As you may expect delays may occur at certain times of the year, so we recommend customers use their order tracking codes to stay updated.

What if I’m not home when the item is delivered?

Don’t worry! Our shipping agent will leave a calling card, which will allow you to either rearrange delivery or permit you pick up from a sorting office.

Who will deliver my order?

We use Parcel Force and based on customer feedback will continue to do so for the foreseeable future.

Will you deliver my order to a different address?

The simple answer is yes! Not everyone can be at home during our delivery times; this is why Trespass openly encourages customers to have their orders shipped to their work or an address where someone will be home. Simply add the alternative delivery address when prompted in the checkout process.

How do I track my order?

Tracking your order couldn’t be simpler. Once your order has been dispatched we will send you a notification email, which also includes a link to the Parcel Force Track & Trace page. This page will display the current location of your order, which in turn will allow you to make arrangements for accepting delivery.

How do I return or exchange items purchased online?

Trespass understands that buying online doesn’t always offer the same experience as actually seeing the goods in store, because of this we’ve tried to make our online returns process as easy as possible.

Simply:

Download and complete the returns form (you can find this link at the bottom of your invoice).
Send the items and completed form to our Returns Department.
Do all this within 14 days of receiving your order and please ensure goods returned brand new, unused and in the original packaging.

We recommend that all returned items are sent using an insured delivery service for your own protection e.g. Parcel Force, City Link etc. We will refund reasonable carriage costs incurred by returning defective items but we expect you to choose a cost-effective method of carriage in preference to an expensive next-day service. A re-delivery charge (at our standard rates) will apply to all items returned for exchange. Defective products will be replaced without a further delivery charge.

Please note that base layers are classed as undergarments and for hygiene reasons are non-returnable unless faulty.

See terms & conditions for detailed information

Returns Department
Trespass
Vermont House 149
Vermont Street
Glasgow
G41 1LU

Can I return items bought online to a Trespass store?

It is possible for you to return your order to a Trespass store, but only if the specific store either stocks or has at some point stocked the item. It is for that reason we encourage all customers to phone their chosen store in advance of travelling. Find your closest Trespass store.

On arrival at the store you should provide the original receipt supplied with your delivery and ensure the item is new, unused and still in its original packaging.

How will I be refunded?

All refunds are made to the original card used for purchased. To stop fraud and to protect you we will be make no exceptions to this rule.

Registering

Do I need to register to buy?

Yes, at the moment we require every customer to create an online account to buy online.

Registering an account does however have its benefits. This includes the ability to save your basket and check the status of your order.

By registering will I automatically get marketing emails from you?

The choice is entirely up to you. It is however worth mentioning that we do not send out a lot of emails, but when we do they tend to have exclusive offers and discounts not offered to the general public.

So our advice is simple, try before you opt-out. If what you receive through is of no interest then you can easily unsubscribe by clicking the “Unsubscribe” link at the bottom of each email or simply login to your Trespass account online and untick the “Subribe to newsletter” box.

What if I forget my password?

The first step is to not panic! Simply click the “Forgotten your password?” link on the login page. You will then be sent an email with instructions on how to reset your password.

If you do not receive the password reminder email through, please start by checking your spam folder for our email. If you still can’t find it please contact customer support.

General

The item I want is now out of stock?

Seasons come and go at Trespass. Sadly this does mean some items sell out and will not be replenished. However all is not lost, get in touch with our customer service team as soon as possible and they may just be able to track one down for you.

Where is my closest store?

With more than 65 stores nationwide and plans to open even more you’re sure to find a Trespass store close to home. To find your closest store or to find out details of new store openings please visit our Trespass store finder.

Opening times vary so we encourage you to call the stores direct before travelling.