Our business operates from Tuesday to Friday 9:30 to 17:00. Closed Mondays & weekends. For any order related queries please email firstname.lastname@example.org or call 01628 566 422 (during our opening hours). All queries over the weekend will be answered on the Tuesday.
Cancellations: Email or call us as soon as possible. If the order has not yet been processed, we will cancel it and refund you. If the order has been processed, fulfilled and shipped, please refer to our Return Policy in this FAQ.
Exchanges: We do not offer exchanges. If you wish to change your order please cancel it and reorder.
PLEASE PHOTOGRAPH IT! Including the box and padding it arrived in. Any orders that are damaged need to be reported to orders[at]trepadora.com within 5 days of delivery to receive a replacement or refund. Please email photos of the damage to your message. Without this we are unable to refund or replace your item. A member of our team will review the details and offer the best resolution to resolve your query.
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. Please email orders[at]trepadora.com.
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us by emailing email@example.com. Please provide details of the fault and where possible attach pictures to your message.
Put your finger over the mouth of the pump (where the product should come out from). Seal it completely off with your finger then pump the pump until it engages and starts to push the product out. Do not remove your finger until it happens.
If you hold the bottle up to a light you will see the product line (if there is still product left).
Trepadora is limited to select salons, boutiques and specialty online retailers. Please fill out this form and we'll get back to you shortly with more information.
SHIPPING & DELIVERY
ONLINE ORDER PROCESSING AND OFFICE OPENING HOURS
Our business operates from Tuesday to Friday 9:30 to 17:00. Closed Mondays & weekends. For any order related queries please email firstname.lastname@example.org or call during our opening hours. All queries over the weekend will be answered on the Tuesday.
SHIPPING COSTS & METHODS
Enjoy FREE UK shipping on all orders over £50.00. If you need your products in a hurry or you just can't wait, please select our 1 - 2 day service. Cut off time for all shipping services is at 3pm. Orders placed after this time will be processed the following working day.
*No weekend deliveries
|FREE Over £50||Royal Mail Tracked Up to 4 Working Days||
Royal Mail 48 Tracked Up to 4 Working Days
|DPD||1- 2 Working Days*||£7.50|
|DHL Express Tracked||1 - 4 Working Days||
|Royal Mail International||
7 to 20 Working Days
|DHL Express Tracked||1 to 3 Working Days||
|Economy Tracked||4 to 20 Working Days||From £9.95|
Rest of World
NEED A QUOTE?
As our prices are based on weight the quickest way to check the cost of shipping to your country is to create a potential order and select the shipping method before payment.
Prices are based on weight
|DHL Express Tracked||2 to 10 Working Days||
|DHL Select Tracked||2 to 10 Working Days||From £19.50|
|Royal Mail International||6 to 20 Working Days||From £10.95|
We aim to dispatch all orders within 48 hours of receipt. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. If you have selected a tracked service you will receive a tracking number when your item has been dispatched. You can follow your order's progress from your order confirmation email.
If your order is being shipped outside the European Union, customs charges may apply that you are responsible for and will need to pay directly. Please check these requirements with the relevant authority before placing an order.
If the courier has attempted to deliver your order by leaving a card or notifying you by email it is you, the customer that is responsible to organise re delivery or to pick it up from the local depot. Failure to do so despite our attempts at notifying you will result in a re stocking fee of 20% of your order total plus shipping charges.
1. THE CONTRACT BETWEEN US
We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your order brings into existence a legally binding contract between us.
2. DELIVERY OF GOODS TO YOU
2.1 We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order.
2.2 Delivery will be made as soon as possible after your order is accepted and in any event within 30 days of your order.
2.3 You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
2.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
RETURNS & REFUNDS
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 18/12/2018
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
YOUR STATUTORY RIGHTS
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
RIGHT TO CANCEL
You have the right to cancel this contract within 30 days without giving reason.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
If we do not resolve your complaint internally to your satisfaction, you can refer it to your local Citizens Advice or an alternative complaints body (such as The Retail Ombudsman (www.theretailombudsman.org.uk)) which is competent to deal with consumer complaints, should you wish to use such a scheme. Please note, whilst Trepadora is prepared to engage with The Retail Ombudsman, we will not be bound by any recommendation which The Retail Ombudsman may make.
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
We want you to be happy with your Trepadora product purchases and always recommend you try our travel / trial size products before purchasing our 200ml or 500ml bottles. We are happy to issue you a full refund of the purchase price (minus shipping & handing) upon receipt of any unused products in their original condition within 30 days from the purchase date.
If for some reason you are unhappy with your purchase after you have opened it, please email orders[at]trepadora.com. We will always try to help where we can.
Refunds will be credited to the original credit card used for payment. Purchases of gift certificates cannot be returned for a refund.
Please visit our returns centre to process your return.
We unfortunately cannot accept returns from other stockists. Please contact them direct as they will have their own refund and return policy.
Unfortunately, we are unable to refund your original shipping charges unless the product is faulty or the return was a result of our error.
Pack and seal your return securely in the original package, if possible or in a well-padded box to prevent damage during shipment. We recommend that you use a tracked service.
If you purchased your products at our flagship store and salon please return it in-store with your receipt so that we can refund you to your original payment method. Unfortunately without your receipt we can only credit you the amount owed on a gift card.