Trilogy

DELIVERY AND RETURNS

We offer a range of delivery options to suit your needs and free returns for easy shopping.
Option Delivery Times Available Charge
Standard Delivery Mon – Fri: Within 2 – 5 days Free

We will always endeavour to deliver all orders within the chosen delivery window however in some cases this may not be possible and we will contact you immediately to arrange alternative delivery.

Returns

RETURNS & EXCHANGE

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 below.

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.

If you need a refund or exchange of your order we offer free UK returns on all full-price purchases within 14 days of you receiving goods.

Unfortunately we cannot offer free returns on orders outside of the mainland UK. This includes Ireland, the Channel Islands, Guernsey and Jersey. You would need to return your item to the returns address below at your own cost.

Sale orders do not qualify for free returns.

Please note: We only offer a Free Returns service via DPD currently but do not offer a free returns service through any other courier company.

RETURNS

Full-price orders returned within 14 days of being received are eligible for full refund or exchange provided that the garments are unworn, in a saleable condition and have their original labels. We have extended our returns period to 40 days during this time.

Sale orders do not qualify for free returns.

This is in addition to your legal rights.

UK CUSTOMERS

Mainland UK customers can call or email us for a free returns label by contacting us at:

Call: 020 7730 6515   |   Email: customercare@trilogystores.co.uk

Please note: DPD have closed Pick Up Shops until further notice. We have extended our returns period to 40 days.

FREE returns with DPD Pickup

2,500 DPD Pickup shops in the UK, with 96% of the population within a 5 mile drive of a DPD Pickup point.

DPD Pickup has the smartest shop network in London, with locations including Doddle sites at key railway stations.

DPD Pickup's solution with the Sainsbury’s, Rowlands and Numark pharmacy chains, Matalan and Halfords stores provides you with the best in-shop delivery experience.

Return to 2,500 DPD Pickup shops - open 7 days a week and with extended opening hours.

How do I return my items?

1. Fill out the return form with your return reason(s) and insert into your parcel then seal the box.

2. Attach the pre-paid label to your parcel. You do not have to return goods in the original packaging.

3. Keep note of the tracking number stated on the return label.

4. Drop off your parcel at a DPD drop-off point.

If returning items through any other method please ensure to obtain proof of purchase and have your order tracked as Trilogy are not liable for goods that do not arrive.

How long will it take for my return to be processed?

It can take 2-4 days for your return to be processed once we have received the goods, please allow for this time period before getting in touch. When the return has been processed you will receive an email to confirm the action taken. The DPD service normally takes 2-3 working days for items to get back to us. Don’t forget that you can track the whereabouts of your parcel coming back to us via the tracking reference you were given at the drop off point.

In the event that extra payment is required for an exchange, a member of the team will give you a call to take payment.

Due to current limitations due to COVID-19 we are experiencing minor delays in processing returns. We ask customers to allow 1 – 3 days for processing, in addition to 3 – 5 days for refunds to be processed. Thank you for your patience and understanding during this time.

If you have requested a refund please allow 72 hours from processing the return for the funds to reach your account. All refunds are credited to the original method used to place the order.

My exchange is urgent! What do I do?

We understand that sometimes an exchange may be urgent. In this case we would recommend placing another order through the website and return the other item back for a full refund.

I need to return an item from outside the UK.

Unfortunately we cannot offer free returns on orders outside of the mainland UK. This includes Ireland, the Channel Islands, Guernsey and Jersey. You would need to return your item to the returns address below at your own cost.

Where do I send my items?

Orders that are eligible for the DPD returns service and are taken to their respective drop-off points will automatically come back to us.

If your order is for a sale item and you live outside of the mainland UK the returns address is below;

TRILOGY CHELSEA

31 Duke of York Square,

London,

SW3 4LY

Please make sure to obtain proof of purchase and have your order tracked as Trilogy are not liable for goods that do not arrive.

INTERNATIONAL CUSTOMERS

If returning goods from outside the UK, including Ireland and The Channel Islands, we recommend notifying us in advance to confirm the time of return. Please make sure to obtain proof of purchase and have your order tracked as Trilogy are not liable for goods that do not arrive.

All delivery charges are paid for by the sender.

You will receive an email notifying you that your return has been received and processed.

RETURN TO STORE

You are welcome to return your online orders to any one of our London boutiques, however we are unable to refund your card in store. Payments will be arranged via the website within the next 24hrs. Make sure to have your refund card completed along with your order.

You also have the option to exchange in store but it's best to call ahead to make sure we have the item you want in stock. Any differences in price will be processed through the website within the next 24hrs.

Currently, all our stores are closed until further notice. Please note we have extended our returns period to 40 days for all in store and online purchases.

SALE ITEMS

In addition to your legal rights, sale items are eligible for return within 7 days of you receiving your order provided that the garments are unworn, in a saleable condition and have their original labels.

Sale items are not eligible for free returns.

FAULTY/INCORRECT ITEMS

All garments and accessories are thoroughly quality checked before being sent out. Should you receive a faulty or incorrect item please contact our customer service team to notify them immediately and arrange a refund, exchange or repair.

Call: 020 7730 6515   |   Email: customercare@trilogystores.co.uk

If we receive a returned order damaged without prior notification we will be unable to offer a refund.

EXCHANGE

We endeavour to offer the option to exchange on all orders but this is dependent on stock availability.

To exchange for a different size or colour please contact our customer services team who will be happy to help, then follow the above returns instructions.

Call: 020 7730 6515   |   Email: customercare@trilogystores.co.uk

Please note exchanged items can only be dispatched once the original item has been returned.

TERMS & CONDITIONS

All items for refund or exchange must be returned unworn, in a saleable condition and with all original labels attached. This means there are no marks on the item and no wear on the tags. Trilogy will not accept returns for any non-faulty goods that have been worn, washed and/or have tags removed. Upon receipt of an order if any items have been sent without tags customers should notify us on the same day if they wish to return.

We require that you return the new and unworn goods to us within 14 days of you receiving the order. Returns and exchanges must be received back with a fully completed returns card. If one was not provided in your order please contact us.

For hygienic purposes returns and exchanges are not possible on earrings.

Please note, Trilogy cannot refund shipping and/or delivery charges whether they be in the UK or abroad. We ask that all international customers are aware that all international deliveries are subject to customs and duties sales taxes that cannot be refunded.

Once your package has been returned to us within the stated timeframe we will begin to process your refund. Each item will be checked and once verified your refund will be processed in the original payment format. All undamaged, correctly returned products will be credited to the original purchaser's card, excluding shipping charges. You will be notified via email to the registered address when this transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Trilogy.

If we receive your return in a condition which we feel is not fit for exchange or refund we will contact you directly. Trilogy reserves the right to refuse a return or exchange for any items sent back in a condition where the item has been used or damaged. Only items that Trilogy can confirm have been returned within the stated timeframe and guidelines will be eligible for a refund or exchange.