Frequently Asked Questions
Open hours 📞 + ✉️
Tuesday - Saturday 9:00am - 5:00pm
All emails and telephone voicemails sent on Sunday and Monday (UK time zone) will be answered Tuesday.
📞 Salon: 01628 566420 Office: 01628 566422
General queries: firstname.lastname@example.org
Shipping and returns
UK orders over £55 Free
Royal Mail tracked (2-7 working days*) from £5
DPD (1-2 working days*) £7.95
We cannot take responsibility for delays in delivery that are outside of our control.
Economy delivery service (2 - 30 days*)
DHL Courier tracked & signed (1-10 days*)
Shipping costs are dependent on the weight/volume of the order.
If your order is being shipped internationally, customs charges may apply. You are responsible for these and will need to pay them directly. Please check these requirements with the relevant authority before placing an order.
You may be subjected to import duties in your Member State. Your courier may be in contact with you to collect any VAT (Tax) due. Due to further tightening of customs in Spain we are no longer shipping to Spain. We hope this is temporary as the EU and UK work to resolve their trade issues.
*We cannot take responsibility for delays in delivery that are outside of our control.
We aim to dispatch all orders within 48 hours of receipt. Delivery times are working days and commence from the date of dispatch.
Cancel an order
Orders submitted on trepadora.com can process and ship very quickly. We will do our best to cancel an existing order if you email us at email@example.com or call +44 (0)1628 566420.
We offer no guarantee that your order will be canceled or modified.
UK office hours: Tues to Sat 9am-5pm
Returns and exchanges
We do not offer exchanges. Please cancel it and make a new order.
If you would like to return your unused products in their original condition, we are happy to issue you a full refund of the purchase price (minus shipping and handing) within 30 days from the purchase date.
Simply email firstname.lastname@example.org to start this process.
Refunds will be credited to the original credit card used for payment. Purchases of gift certificates cannot be returned for a refund.
If you want to return an item purchased from another retailer or salon, please contact them directly. They will have their own refund and return policy. We do not accept these returns.
Restocking charges for failed pickup or redirect
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.
Free Gift Terms & Conditions
From time to time we run “Free Gift” offers and promotions when you purchase qualifying items or place a qualifying order. These are the terms and conditions that govern those promotions:
1) The free gift cannot be substituted for any other item, cash or credit
2 The free gift is sent with your order
3) Placing multiple orders or orders for multiple items does not entitle you to more than one free gift
4) This offer is only available on orders placed here on our website, trepadora.com
5) The free gift offer may not be used in conjunction with any other offer or promotion that we run on our website, unless otherwise stated.
6) Only one free gift per order, per person, per address for the duration of the offer / promotion (If you place more than one order with us in the period the free gift offer is running, you will only receive the gift on your first order), unless otherwise stated.
7) The free gift will be dispatched with the relevant items from your qualifying order
8) If a customer wishes to return an order or item which qualified for a gift with purchase, the transaction can only be refunded if the gift with purchase item is also returned.
9) This promotion or offer is valid within the dates as stated on the relevant page
10) In the event of any dispute, the decision of Trepadora is final
11) We reserve the right to amend these terms and conditions at any time.
Press and collaboration requests
Please fill out this form so that we can consider your request.
Work with us
Please email your CV and cover letter to email@example.com. We will keep your CV on file should an opportunity arise.
ClearPay - Spread the cost of your products over 4 weeks
Clearpay is a method of payment that lets you spread the cost of your order over 4 interest free instalments paid every 2 weeks. You must be over the age of 18 and have a UK billing and delivery address. You also need to have a UK mobile number and credit/debit card.
How to pay off the instalments
Clearpay works in instalments taken at 2 week intervals with the first payment taken when you place your order and it is confirmed. The three remaining instalments will automatically be collected from your selected credit/debit card every 2 weeks.
If an instalment is missed or cannot be paid at the due date Clearpay may charge you a late payment fee. Clearpay is not currently available in the Channel Islands, Isle of Man or Internationally.
Clearpay is available on our UK website for payments up to the value of £800. It cannot be used with credit/debit cards or PayPal.
How do I pay with ClearPay?
Select Clearpay as your payment method in checkout and you will be redirected to the Clearpay portal to complete your application.
If you are new to Clearpay you will be asked to register by providing your details including your name, email address, date of birth, address and credit/debit card details. These details will be used to check your eligibility and to keep you up to date on any payments or refunds that are due.
Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. Ensure you can make repayments on time. You must be 18+ and a permanent UK resident (excl Channel Islands). Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £24 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and your details may be passed onto a debt collection agency working on Clearpay’s behalf. Clearpay is credit that is not regulated by the Financial Conduct Authority. T&Cs and other eligibility criteria apply at clearpay.co.uk/terms
If approved, you will be taken back to TREPADORA to complete your purchase.
Once you have registered you will not need to do it again and you can use these login details to pay via Clearpay at TREPADORA or any other retailer where you see Clearpay as a payment option.
If you are not accepted and want more information about why, please contact Clearpay direct.
Transactions are handled with bank-grade security.
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.