Trilogy

COVID-19 UPDATES

Thursday, 11 June

Since temporarily closing our doors on 21 March, we have been eager to resume serving our customers in a way which is safe, hygienic, and in accordance to the government and WHO guidelines. We are delighted to announce our stores will reopen on June 15th, with new social distancing and health measures in place. 

We are now able to accept and begin processing online returns from Monday, 8th June. Please accept our apologies for any inconveniences caused throughout this time. Our updated return policy and instructions on how to place a return is available here.

We will be incorporating new social distancing measures in stores, limiting capacity, and will be providing an enhanced cleaning program which will include the availability of hand sanitisers throughout stores.

We look forward to welcoming you back to our stores very soon and cannot wait to see you all happy and in good health. 

Best Wishes,

Thursday, 7 MAY

Due to the upcoming Bank Holiday Weekend, there may be additional delays in dispatching any online orders placed during this period. We appreciate your patience at this time and wish you a safe and happy weekend. We look forward to seeing you all in stores shortly.

Please note our Returns Policy has changed. Currently, we are only shipping within the UK and are unable to offer international shipping at this time.

Wednesday, 22 April

Our returns policy and delivery timings have changed.

As our stores have closed, our courier partners - including Royal Mail are unable to deliver returns to us as we use stores to process deliveries. We ask customers to hold on to any returns until our stores have safely reopened. We have extended our returns period to account for any orders placed during UK lockdown measures. We will accept returns for 14 days after stores reopen.

Delivery times have been impacted by reduced staffing in our dispatch team and increased demand on delivery services including UPS and Royal Mail.  As such, please allow up to 14 days for orders to arrive. These will likely be delivered sooner however we appreciate your loyalty, support, and patience during these uncertain times.

Keep well and stay safe.

Tuesday, 7th April

We really appreciate your loyalty and support – especially during these unprecedented times for everyone. 

Due to our courier partners and Royal Mail being unable to deliver returns to us, we are asking that you hold on to any items you don’t want to keep until we have reopened our stores.  At this time we are unable to accept any returns sent back to us. We have extended our returns policy and will accept returned goods for 14 days after stores officially reopen.

Due to the upcoming Easter Bank Holiday Weekend, there may be additional delays in dispatching any online orders placed during this period. We appreciate your patience at this time and wish you a safe and happy Easter.

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 14 days after re-opening of  our stores that any refund is valid for to ensure that any purchases can be returned as and when are couriers are able to do so.

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 current delivery provider UPS has ensured UPS staff across the globe will continue to follow guidance on the best methods to prevent the spread of infection in accordance with recommendations provided by the World Health Organization (WHO), U.S. Centers for Disease Control and Prevention (CDC) and other health authorities around the world. All parcels will be delivered by leaving parcels in the distance of 2 metres from the consignee, consignees will no longer need to sign for UPS Signature Required deliveries. Despite this adjusted process the driver will still need to make contact with the consignee. The consignee must, at the time of delivery, acknowledge that UPS is making a delivery and, if applicable, show ID. All tracking and tracing is available on the UPS 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. At this time, we are unable to offer next day or international delivery.

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?

We are happy to announce we are now able to receive returns and begin to process refunds in line with government guidelines for handling parcels from Monday June 8th 2020. Please note our stores are due to reopen, Monday 15th June 2020.

How do I return items?

If you need a refund or exchange of your order we offer free UK returns (including Northern Ireland) on all full-price purchases within 14 days of you receiving goods.
Sale orders do not qualify for free returns.
Please note: We only offer a Free Returns service via UPS currently but do not offer a free returns service through any other courier company.
We do not offer free returns on orders outside of the UK. This includes Republic of Ireland and the Channel Islands. You would need to return your item to the returns address below at your own cost.