Frequently Asked Questions

Shipping

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 £50:

Free

EUROPE, USA & ROW

Courier: 1 to 7 working days from £14

Economy Tracked:  7 to 21 working days (delays likely due to Covid-19) from £9.95

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. 

 

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 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. 

Orders, Returns, Damages & Refunds

We want you to be happy with your Trepadora product purchases and always recommend you try our 100ml products before purchasing our 200ml or 500ml bottles. 

Please visit our returns centre to process your return. 

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.

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. 

We do not offer exchanges. 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.

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.

If you still can't find the information you are looking for please email orders[at]trepadora.com.