COVID-19 UPDATES
Wednesday 4th November
In line with new government guidelines all of our retail stores will be closing from Thursday 5th of November. Our online store however will remain open throughout this period and will continue to receive all returns under the terms and conditions detailed in our returns policy.
We will continue to deliver under our standard 2-3 day service.
We anticipate that our delivery partners will be under unprecedented pressure throughout this period and at this stage we are expecting slight delays, so please bear with us and we will keep you updated as to our current service levels.
For those customers who have purchased in store we will be extending the returns policy until we are able to reopen and will keep the site updated as to when returns will be required back in store when we are able to reopen.
We continue to operate within the required government guidelines ensuring a safe, hygenic and socially distanced environment for all our colleagues and partners.
Please accept our apologies for any inconvenience you may experience throughout this period.
We are extremely grateful for your loyalty and support and remain committed to offering you the best customer service environment possible, we look forward to welcoming you back in stores as soon as possible. In the meantime we trust that you enjoy what our online stores has to offer.
Frequently Asked Questions
Are you offering contactless delivery?
Yes, our current delivery provider UPS has ensured UPS staff across the globe will continue to follow guidance on the best methods to prevent the spread of infection in accordance with recommendations provided by the World Health Organization (WHO), U.S. Centers for Disease Control and Prevention (CDC) and other health authorities around the world. All parcels will be delivered by leaving parcels in the distance of 2 metres from the consignee, consignees will no longer need to sign for UPS Signature Required deliveries. Despite this adjusted process the driver will still need to make contact with the consignee. The consignee must, at the time of delivery, acknowledge that UPS is making a delivery and, if applicable, show ID. All tracking and tracing is available on the UPS website here.
Are online orders still safe?
We are committed to providing the best care to our team members and our customers during this difficult time. We are taking extra measures in our online warehouse with all team members supplied with hand sanitizer and under instruction to follow all WHO and government guidelines.
Can I still order online and have items delivered?
Currently, our website is still operating as normal with free standard delivery to mainland UK and N.Ireland. At this time, we are unable to offer next day delivery.
Is it still safe receive delivery of parcels?
Yes, at this time Public Health England have advised people receiving parcels are not at risk of contracting COVID-19 from packaging and letters. It is currently understood the virus cannot be contracted by touching and handling of materials such as letters and parcels.
How are you keeping your employees safe?
Our number one priority will always be our staff and our customers. At this time, we took the decision to close all Trilogy stores, and our Head Office team members are all working remotely in line with government advice. Staff in our web team have all been provided with strong antibacterial and antiviral hand sanitiser and are following all guidelines set by the NHS and government.
I am currently self-isolating – can I still return my items?
Yes, we have extended our returns policy and will address each return query on a case-by-case basis.
Will I still be able to refund / return items?
We will be accepting and processing returns as normal during this period. Please allow for some slight delays in processing at this time.
How do I return items?
If you need a refund or exchange of your order we offer free UK returns (including Northern Ireland) on all full-price purchases within 14 days of you receiving goods.
Sale orders do not qualify for free returns.
Please note: We only offer a Free Returns service via UPS currently but do not offer a free returns service through any other courier company.
We do not offer free returns on orders outside of the UK. This includes Republic of Ireland and the Channel Islands.
