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FAQs

WHERE IS ORDER?

Once your order has been dispatched, we will send an email to you, which will contain tracking information and an estimated delivery date.

HAS MY RETURN BE RECEIVED?

For the vast majority of returns, it takes about 5 – 7 Working Days for us to get your package at the fulfilment centre, inspect your return, process it into inventory, and complete your refund. Once your refund has been processed, you will receive an email letting you know. Your refund will be payable with the same payment method you chose for purchase. It takes within 3 to 10 Working Days for balance to show on your account.

I WANT TO RETURN MY PURCHASE! WHAT DO I DO?

You always have the right to return your order, if you are not 100% satisfied with your purchase from TRENDIE LOOK for a full refund within 14 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging, items must have all tags attached). All our parcels contain a return form to use when you send items back. Fill in the form using the code that best explains the reason for your return, and place this, together with the item(s) you wish to return in the parcel your order arrived in.

To return your order, just follow this free and flexible return steps below:

Route 1

  • Contact the customer Care via our live help  contact us page or email: cc@trendielook.co.uk. We will email the return label across to you to print off.
  • All you need to do is print and attach the label to your parcel making sure you securely package the item to avoid any damage.
  • Apply the returns label to the largest side of your return item. Ensure you do not place any tape over the barcode as this could affect the ability to scan the item.
  • Drop off your parcel at your local Post Office branch and ask for proof of postage if required. To find your nearest branch, go to royalmail.com/branch-finder

ROUTE 2

  • Alternatively, if you’d prefer us to do the printing for you, simply download the email sent onto your mobile and take it along to your local Royal Mail Customer Service Point (to check if your local office has this label facility click here http://www.royalmail.com/delivery-and-collection-office-finder and look under facilities for ‘Label printing service is available’).
  • The QR barcode like below will be scanned and print the label for you.
  • Drop your parcel and go.

CAN I EXCHANGE AN ITEM INSTEAD OF A REFUND?

You have the option of exchanging an order instead of returning it for a refund. If you choose to exchange your order, just contact our Customer Care Team, tell us the item code or item link, size and colour. Customer Care Team will help you to change your items. Please give us a call, chat, or email and we will gladly share more details on how to process the exchange. Our Customer Care are more than happy to help! An exchange also requires a return of the original order within 14 days, to return an item please follow the steps stated in ‘i want to return my purchase! what do i do?’.

CAN I CANCEL MY ORDER?

To make changing or cancelling your order depends on the status of your order. At Trendie Look orders are processing as soon as it comes in, making sure you receive your items on time. Unfortunately, if your order has been processed, we would not be able to change the order`s information. However, if the order is not awaiting dispatch nor dispatched, simple contact our customer service team for alteration. We cannot guarantee that your order will be changed but we will do the best we can – if your order cannot be changed, we will notify you.

WHERE DOES TRENDIE LOOK DELIVER TO?

We deliver to all mainland UK, including the Highlands and Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. If you choose to have your goods delivered to a BFPO address, please remember to enter your BFPO and code number e.g. BFPO 1234 into the postcode field. Please note, we do not delivery to PO BOX ADDRESS.

WHAT SHOULD I DO IF I’VE FORGOTTEN MY PASSWORD?

Please follow the ‘Forgotten my Password’ link when logging into your account, you will be emailed a link to reset your password. If this does not work please contact us and we will do our best to help!

HOW DO I CHANGE MY CONTACT DETAILS?

Please log into your account, then under the ‘My Account’ tab at the top of the page, you can change your details under ‘Edit Account’.

HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTERS?

Please select ‘Unsubscribe’ at the bottom of our newsletters.

WHAT PAYMENT METHODS TO YOU ACCEPT?

There are different ways you can choose to pay on our website.  Trendie Look accepts payment via PayPal and card payment using your credit or debit card including Visa, MasterCard, Maestro and Switch via our payment provider. We work very closely with PayPal to ensure that all payments are secure and authorised by our customers to allow for the safest possible shopping experience.

ARE MY CARD DETAILS AND PERSONAL INFORMATION SAFE?

Trendie Look guarantees that your details are completely safe with us. All information is sent encrypted to ensure total security of any sensitive information. Read more in our Privacy Policy.

WHEN IS THE AMOUNT DEBITED FROM MY CARD?

A reservation of the amount on your card is made when you place an order. Your card will be debited when we ship your package.

WHAT HAPPENS IN CASE OF RETURNS?

If you have paid by credit or debit card, we will refund the balance to the card originally used.

WHERE IS ORDER?

Once your order has been dispatched, we will send an email to you, which will contain tracking information and an estimated delivery date.

CAN I CANCEL MY ORDER?

To make changing or cancelling your order depends on the status of your order. At Trendie Look orders are processing as soon as it comes in, making sure you receive your items on time. Unfortunately, if your order has been processed, we would not be able to change the order`s information. However, if the order is not awaiting dispatch nor dispatched, simple contact our customer service team for alteration. We cannot guarantee that your order will be changed but we will do the best we can – if your order cannot be changed, we will notify you.

HAS MY ORDER BEEN DISPATCHED?

Once we dispatched you order, you will receive an email from us. If you don’t receive your order in the designated delivery period, please contact us, stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order.

WHAT DO I DO WHEN PART OF MY ORDER IS MISSING?

The first step is to check your invoice to ensure the item(s) are not arriving separately. If your invoice does state that the item should be included in that specific order, please contact us stating your order number, name, product code/description, size and quantity of the item(s) that are missing.

We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you to give you the option to either exchange or refund the value of the missing item.

MISTAKE IN MY ORDER, WHAT DO I DO?

We do apologise for any mistakes with your order. Please contact us we will then attempt to resolve the issue as best we can.

We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you to give you the option to either exchange or refund the value of the missing item.

MY ORDER DOES NOT LOOK LIKE THE IMAGE ON THE WEBSITE, WHY IS THAT?

We do our best to ensure all products on our website are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shape or print, this product will not be deemed faulty.

HOW DO I USE A PROMOTIONAL CODE?

At the checkout you can enter your discount code into the ‘Promotion Code’ and then click ‘Apply Code’. Your discount will not be applied to delivery charges or sale items and cannot be in conjunction with any other offer. Please look at the terms and conditions of the discount code to make sure this offer is still valid.

HOW DO I PLACE A BUY 1 GET 1 FREE ORDER?

At Trendie Look, we run a ‘Buy 1 Get 1 Free’ (BOGOF) periodically. Selected products will be clearly marked as part of the offer. When placing an order for BOGOF offer items, simply add as many of the item(s) as you need to your bag as normal. Each second item purchased of an equal or lesser value will be free. Once you are happy with your order, proceed to your bag, where your order amount will be automatically adjusted as part of the checkout process.

Please note that any items you wish to receive as part of a BOGOF offer must be purchased simultaneously. We cannot alter offers that have already been processed and/or dispatched to include additional offer items.

WHERE DOES TRENDIE LOOK DELIVER TO?

We deliver to all mainland UK, including the Highlands and Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. If you choose to have your goods delivered to a BFPO address, please remember to enter your BFPO and code number e.g. BFPO 1234 into the postcode field. Please note, we do not delivery to PO BOX ADDRESS.

CAN I HAVE MY ORDER DELIVER TO ANOTHER ADDRESS OTHER THAN MY BILLING ADDRESS?

You can have your order delivered to another address, such as a business address or a family/friends’ address. You can enter your preferred shipping address at the checkout stage by selecting the ‘Delivery address is different from billing address’ option.

DO I NEED TO SIGN ON DELIVERY?

All our deliveries require a signature upon receipt. If no one is available to sign for the parcel, the courier/delivery company will advise you to contact them to arrange a suitable time for re-delivery or collection of the order.

WHAT IF I AM NOT IN WHEN MY ORDER IS DELIVERED?

We understand that you might not be at home when your parcel is delivered; therefore a “Something for You” card will be left for you from our courier which will include details of how to collect your item.

I WANT TO RETURN MY PURCHASE! WHAT DO I DO?

You always have the right to return your order, if you are not 100% satisfied with your purchase from TRENDIE LOOK for a full refund within 14 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging, items must have all tags attached). All our parcels contain a return form to use when you send items back. Fill in the form using the code that best explains the reason for your return, and place this, together with the item(s) you wish to return in the parcel your order arrived in.

To return your order, just follow this free and flexible return steps below:

ROUTE 1

  • Contact Customer care via our live help contact us page or email: cc@trendielook.co.uk. We will email the return label across to you to print off.
  • All you need to do is print and attach the label to your parcel making sure you securely package the item to avoid any damage.
  • Apply the returns label to the largest side of your return item. Ensure you do not place any tape over the barcode as this could affect the ability to scan the item.
  • Drop off your parcel at your local Post Office branch and ask for proof of postage if required. To find your nearest branch, go to royalmail.com/branch-finder

ROUTE 2

  • Alternatively, if you’d prefer us to do the printing for you, simply download the email sent onto your mobile and take it along to your local Royal Mail Customer Service Point (to check if your local office has this label facility click here http://www.royalmail.com/delivery-and-collection-office-finder and look under facilities for ‘Label printing service is available’).
  • The QR barcode like below will be scanned and print the label for you.
  • Drop your parcel and go.

WHAT SHOULD I DO WHEN RETURNING A ‘BUY 1 GET 1 FREE ORDER’?

Following the returns steps as normal. You will be required to return both paid item and the item you received for free as part of the offer. If the free item has not been returned, we will contact you to return the item at your own cost. If you wish to keep the free item, we will charge you the appropriate amount using the initial method of payment.

WHAT SHOULD I DO IF I RECEIVED A WRONG OR FAULTY ITEM?

We are really sorry to hear that you have received a wrong or faulty item!

Please contact us stating your order number and items that are wrong/faulty and we will look into this for you.