Frequently Asked Questions

BREXIT - EU SHIPPING

The UK and European Union (EU) struck a trade agreement just before the Brexit deadline, which means that no tariffs or quotas will be applied to goods sent from the UK to the EU. This is great news as you won't be charged import duties, ​​however ​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.

INTERNATIONAL STOCKISTS

You may wish to order directly with one of our International stockists.

EU stockists

USA & Rest of World stockists

Contact Us

Store & Salon
Tue - Sat 09:00 - 17:30

Office
Tue - Fri 09:00 - 17:30
Email and telephone queries over the weekend will be answered Tuesday. 

Trepadora​
Bath Road
Littlewick Green
Maidenhead
SL6 3QR

Map

For order related queries and product advice

orders@trepadora.com

Salon bookings and related queries

saloncare@trepadora.com

For all other queries

hello@trepadora.com

SALON
01628 566420   

OFFICE
01628 566422

Please fill out this form so that we can consider your request. 

Shipping

In times that are so uncertain, we want to make sure that we’re still putting a smile on your face and letting you experience the curl care you love. You can be sure that our first priority will always be the health and well-being of our customers and our team. 
 
DELIVERY UPDATES

With our fabulous order fulfillment house we are shipping orders as normal but delivery times and especially for our International shipments are taking a little longer.

International services are suspended until Feb 2021 Due to Brexit.

If you select our economy International service as standard it can take from 7 - 21 working days. With the International delays this can take even longer. We recommend selecting our courier service where possible. 

USA orders are being by DHL Express and FEDEX only. This service is usually 5 to 7 working days depending on your location.

Thank you for your patience and continued support.  

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.

UK 

Royal Mail Tracked: 2 to 7 working days 

UK DPD courier: 1 to 2 working days 

EUROPE, USA & ROW

Courier: 1 to 7 working days

Economy Tracked:  7 to 21 working days (delays likely due to Covid-19

UK 

Royal Mail Tracked: 2 to 7 working days £5

UK DPD courier: 1 to 2 working days £7.50 

UK orders over £75 Free

EUROPE, USA & ROW

Courier: 1 to 7 working days from £14

Economy Tracked:  Up to 21 working days (delays likely due to Covid-19) from £9.95

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.

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.

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

Please process your return request here. Please not we do not offer exchanges despite what the return form states.

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. 

Please visit our returns centre to process your return. 

Refunds will be credited to the original credit card used for payment. Purchases of gift certificates cannot be returned for a refund. 

Please cancel or return your unused products for a refund (minus shipping & handling). 

We unfortunately cannot accept returns from other stockists. Please contact them direct as they will have their own refund and return policy. 

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. 

COMPLAINTS 
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.

ORDER - CANCEL/ MODIFY

Can I modify or cancel my order?

Orders submitted on trepadora.com process and ship very quickly. We will do our best to modify an existing order if you email us at orders@trepadora.com but we offer no guarantee that your order will be canceled or modified. so sorry for any inconvenience this may cause.

ARRIVED FAULTY / DAMAGED

Please photograph it!  

You may need to prime the pump

Priming the pump is to expel the air from the pump mechanism. Depending on the product, priming can take 5 - 10 pumps to create the vacuum necessary to dispense the product. 

Top Tip: 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

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.

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.  

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.

SALON

COLOUR

A patch test is required for new customers + existing customers every 6 months. Visit the salon at least 48 hrs before your appointment for the test to be quickly applied.

Free parking on site.

📞 01628 566420 when you arrive.

COVID-19 CHECK LIST

1) Mask

2) NHS App

3) Bottle of water

If you feel unwell with Covid-19 symptoms call us, do not attend. We can reschedule it.

NO SHOW POLICY

Cancel within 48hrs of your appointment: 50% charge.

No show: 100% charge. Cancellation policy

Please avoid cancelling within 48 hours notice.

All colour services require a patch test 48 hours before your first ever appointment or if you have not had a colour service with us within six months. This is a legal requirement, we cannot fulfill your appointment without this. 

Please read this article for Trepadora colour tips and tricks to make your appointment a breeze.

PROMOTIONS

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.

Clearpay

Clearpay is a method of payment that we accept on our TREPADORA website that lets you spread the cost of your order over 4 interest free instalments paid every 2 weeks.

Clearpay is currently the only instalment based service we offer.

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.

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.

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.

Clearpay cannot be used with credit/debit cards or PayPal.

Just 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.

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.