Frequently asked questions

Need help? Check through our most frequently asked questions for a simple answer.

WHAT TO DO IF YOU’VE FORGOTTEN YOUR PASSWORD

You can reset your password by following this link. Once you’ve correctly answered your security question a new, temporary password will be sent to your registered email.

If you’ve forgotten your security question please contact us on 0207 937 7972 for a manual re-set.

I’VE CHANGED EMAIL ADDRESSES AND FORGOTTEN MY PASSWORD, HOW DO I LOG IN?

If you no longer have access to your registered email address and you’ve forgotten your password please contact us on 0207 937 7972 and one of our team will be able to change your account details and send out a temporary password.

DO I NEED TO CREATE AN ACCOUNT TO SHOP AT TRILOGY

No, you can shop our site as a guest without having to register. However, registering your details allows you to review past orders and manage your address book and email settings.

IF WHAT I WANT IS OUT OF STOCK ONLINE WILL IT BE AVAILABLE IN STORE?

We use the same stock online as in store so if something is sold out online unfortunately that means it is sold out in store as well. However, we do reorder in season and will always check with the brands for additional stock of the pieces you love. Contact us at customercare@trilogystores.co.uk for any special requests.

HOW DO I KNOW WHAT SIZE I AM?

If you’d like help with sizing you can look at our size guide for reference and if that’s not enough please call or email one of our expert advisors for more advice.

Call: 0207 937 7972   |   Email: customercare@trilogystores.co.uk

DO YOU GIFT WRAP?

All full-price orders are sent wrapped in tissue and packaged inside a beautiful Trilogy gift box.

When buying as a gift please make sure to tick the gift option at checkout for a gift receipt to be included instead of a full invoice.

MY PAYMENT WON’T GO THROUGH

Problems relating to processing payments may require you to contact your card issuer to ensure the transaction is authorised. Before that, please check that everything is spelled correctly and your card number has been entered without spaces.

We use 3D secure payments to protect against fraud, if you are using a MasterCard or Visa you may need to contact the card issuer to ensure they are registered.

CAN I MAKE PAYMENT OVER THE PHONE?

To ensure your security we do not accept telephone transactions.

CAN I AMEND MY ORDER ONCE I’VE PLACED IT?

Depending on the stage of processing your order is in we may be able to amend. Please call 0207 937 7972 for assistance.

CAN I CANCEL MY ORDER?

If for any reason you wish to cancel your order please contact 0207 937 7972. Our ability to cancel orders will depend on what stage of processing the order is in.

WHAT DELIVERY OPTIONS DO YOU OFFER?

We offer a variety of delivery services for your ease and speed to most countries worldwide. See full delivery options here

WHERE IS MY ORDER?

Click here to track all UK orders.

For international orders please contact us.

Call: 0207 937 7972   |   Email: customercare@trilogystores.co.uk

I’VE LOST MY INVOICE AND ORDER NUMBER

If you want to return or exchange your order you will need to provide an order number which is listed on your invoice and in your order confirmation email. If you have lost both of these you can view your order history here link to view order history or you can contact us to track it down.

CAN I EXCHANGE MY ORDER?

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.

Call: 0207 937 7972   |   Email: customercare@trilogystores.co.uk

WHAT IS YOUR RETURNS POLICY?

If you are unhappy with your order you can send it back to us within 14 days (full-price) or 7 days (sales) of receiving for a full refund or exchange, providing that the garments are unworn, in a saleable condition and have their original tags still attached.

Click here to see our full return and exchange policy.

If you need any advice deciding which size to buy please contact one of our expert advisors for help.

Call: 0207 937 7972   |   Email: customercare@trilogystores.co.uk

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  • At Trilogy we understand how hard it can be to find the perfect pair of jeans. We pride ourselves in providing a relaxed and enjoyable denim experience where our friendly staff will offer expert advise on the fit and style that's right for you. With an extensive range of brands and the hottest new styles on offer there's something for everyone.

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