Trilogy

COVID-19 UPDATES

Monday, 30TH MARCH

Due to delivery restrictions, we are no longer shipping internationally and will instead only ship to mainland UK. We apologise to our international customers at this time and will provide relevant updates as soon as possible.

wednesday, 25th MARCH

In light of the recent changes announced our couriers partners are no longer able to deliver returns back to us, as we use the stores that are now closed to receive these.Therefore we have extended the period to 40 days that any refund is valid for to ensure that any purchases can be returned as and when are couriers are able to do so. We will continue to update this period and if necessary extend the refund period further.

This therefore supersedes any of the existing return and exchange information listed in our returns policy.

In terms of refunds that you have sent to us which are yet to be processed we are experiencing delays in processing these as we are working to the government restrictions on working patterns, please bear with us as we are trying to do this as quickly and safely as we can.

Monday, 23rd March

On Saturday, 21st March we made the saddening decision to temporarily close all Trilogy stores to help join London and the country beat this pandemic that has been affecting our lives.

Since we opened our doors in 2006 we have been driven by our customer mantra “that nothing is too much trouble”. Like many of you, never have we been more tested but please be assured that together we will continue to do whatever we can to get through these challenging times.

We are pleased to advise our online store is still very much open, and we will continue to provide amazing Trilogy service, specialist denim advice, and inspiration to our incredible customers. At Trilogy, we are committed to our local customers and wish to thank you all for your continued support during this time. If you would like to reach out to us, please call us at our Chelsea store on; 020 7730 6515 or email us at customercare@trilogystores.co.uk. We look forward to hearing from you soon.

We have taken the time to collate our most frequently asked questions and will continue to update this page to ensure you have your questions answered.

Frequently Asked Questions

Are you offering contactless delivery?

Yes, our delivery provider DPD introduced contactless delivery 16 March, 2020. All parcels will be delivered by leaving parcels in the distance of 2 metres from the consignee, without making any direct contact. Delivery drivers will sign on the behalf of customers with full tracking and tracing available. Further information on delivery safety is available on the DPD website here.

Are online orders still safe?

We are committed to providing the best care to our team members and our customers during this difficult time. We are taking extra measures in our online warehouse with all team members supplied with hand sanitizer and under instruction to follow all WHO and government guidelines.

Can I still order online and have items delivered?

Currently, our website is still operating as normal with free standard delivery to mainland UK.

Is it still safe receive delivery of parcels?

Yes, at this time Public Health England have advised people receiving parcels are not at risk of contracting COVID-19 from packaging and letters. It is currently understood the virus cannot be contracted by touching and handling of materials such as letters and parcels.

How are you keeping your employees safe?

Our number one priority will always be our staff and our customers. At this time, we took the decision to close all Trilogy stores, and our Head Office team members are all working remotely in line with government advice. Staff in our web team have all been provided with strong antibacterial and antiviral hand sanitiser and are following all guidelines set by the NHS and government.

I am currently self-isolating – can I still return my items?

Yes, we have extended our returns policy and will address each return query on a case-by-case basis.

Will I still be able to refund / return items?

Yes, however we will be experiencing some delays here. As we have closed our stores temporarily our logistics procedures are changing on a daily basis, we are trying hard to maintain a regular service.

Please ensure that any returns are sent to our Chelsea store until further notice. We have extended the period for returns to give assurances that your returns will still be honoured.

TRILOGY RETURNS
31 Duke of York Square
Chelsea, London
SW3 4LY

How do I return items?

Currently, DPD Ship-to-Shop locations have been closed under the guidance of the government. Our current courier provider is no longer able to deliver returns to us, as we use the stores which are now closed to receive these. Therefore we have extended our returns period to 40 days. Any purchases can be returned as and when couriers are able to do so. We will continue to update this period and if necessary, extend our refund period further if required.