Online store T&Cs / Returns

Please allow 3-5 working days for orders. You can email us at [email protected] should you require any further assistance.

Online Payments
For payments made by all major credit and debit cards, payment is processed by us at the point of sale. We use SagePay for secure payments.

There is an issue with my order that I have received. What should I do?
Please call us on 01223 603050 or send an email to [email protected] with your order number and explain the problem.

I can’t see the item I like, is it available?
Our online store is only a small offering of what we do. If you have seen a product you like but can’t see it for sale online, send us an email at [email protected]

I am purchasing as a gift, do you know my partners sizing?
Customers who are familiar with us will know that we have a database system that keeps a record of our customers sales. This allows us to build a profile that helps us with sizing. If you are unsure of what size to buy, please contact us via telephone or email and we will assist you.

Availability of Stock
Online sales are subject to change in stock quantity. This can happen at any time and it is at the discretion of Trotter & Deane to cancel a placed order. Depending on your method of payment, a refund of monies will be made to the customer included with the order.

Please be aware that we are a small company and occasionally items get sold before we can update our system.

Refunds & returns
If a customer is not satisfied with any item supplied to them by Trotter & Deane, he or she may return that item to us for a replacement or refund. The refund will be issued with the subtraction of any postage costs. Items must be received within 14 days of purchase and posted to our Cambridge address.

If the item is returned worn, damaged, or unfit for resale then a full refund will not be issued. This will be at the discretion of Trotter & Deane and communication with the customer will be made by Trotter & Deane.

Damage during the course of returning products: If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

Please note that banks take longer to process refunds than purchases, so there may be a delay of several days before your refund appears on your card statement

Cancellation of an order prior to dispatch will be processed immediately by us.  However, please note that there will be a time delay with regards to the refund appearing on your statement

You have rights to cancel under the Consumer Contracts Regulations 2013.  We will comply with this legislation and will always do our utmost to ensure your expectations are satisfied

Contact Trotter & Deane