RETURNS & EXCHANGE
If you need a refund or exchange of your order, we offer free Mainland UK returns on full-price purchases within 14 days of you receiving goods.
Sale orders and international orders do not qualify for free returns. If your item was purchased from our sale event or delivered internationally, please send to the below address at your own cost.
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. You would need to return your item to the returns address below at your own cost.
Trilogy Returns
31 Duke of York Square
London, UK
SW3 4LY
In addition to your legal rights, sale items are eligible for return within 14 days of you receiving your order provided that the garments are unworn, in a saleable condition and have their original labels attached.
UK CUSTOMERS
Mainland UK customers can call or email us for a free returns label by contacting us at:
Call: 020 7730 6515 | Email: [email protected]
FREE domestic returns with UPS Access Points. 30,000 UPS Access Points globally.
Life isn’t meant to be lived waiting for parcels. Return your parcel to a UPS Access Point™ location, at a local business we’ve partnered with and drop off at a time that suits your schedule. You’ll know that your parcel is secure and, with locations open during weekend and evening hours, you won’t have to rush.
How do I return my items?
1. Email [email protected] to request your free returns label.
2. Fill out the return form with your return reason(s) and insert into your parcel then seal the package.
3. Attach the pre-paid label to your parcel. You do not have to return goods in the original packaging.
4. Keep note of the tracking number stated on the return label.
5. Drop off your parcel at a UPS Access Point.
If you choose at your own expense to return items through a courier other than UPS, please ensure that you obtain proof of postage and have your order tracked as Trilogy are not liable for goods that do not arrive.
How long will it take for my return to be processed?
It can take 2-5 days for your return to be processed once we have received the goods, please allow for this time-period before getting in touch. When the return has been processed you will receive an email to confirm the action taken. Please allow for extra time during busy sale periods.
The UPS service normally takes 2-3 working days for items to get back to us. Don’t forget that you can track the whereabouts of your parcel coming back to us via the tracking reference you were given at the drop off point.
In the event extra payment is required for an exchange, a member of the team will give you a call to take payment.
My exchange is urgent! What do I do?
We understand that sometimes an exchange may be urgent. If this is the case we would recommend placing another order through the website and return the other item back for a full refund.
I need to return an item from outside the UK.
Unfortunately, we do not offer free returns on orders outside of the UK. This includes Republic of Ireland and the Channel Islands. You need to return your item to the returns address below at your own cost.
Where do I send my items?
Orders that are eligible for the UPS returns service and are taken to their respective drop-off points will automatically come back to us.
If your order is for a sale item or you live outside of the mainland UK, the returns address is below;
Trilogy Returns
31 Duke of York Square
London, UK
SW3 4LY
Please make sure to obtain proof of postage and have your order tracked as Trilogy are not liable for goods that do not arrive.
INTERNATIONAL CUSTOMERS
If returning goods from outside the UK, including Republic of Ireland and The Channel Islands, we recommend notifying us in advance to confirm the time of return. Please make sure to obtain proof of purchase and have your order tracked as Trilogy are not liable for goods that do not arrive.
All delivery charges are paid for by the sender. Trilogy Stores are not liable for any parcels which do not arrive. We recommend ensuring any items sent back to us are tracked.
How do I return my items from outside the UK?
1. Email [email protected] to notify us of your returns request.
2. Fill out the return form with your return reason(s) and insert into your parcel then seal the package.
3. Please make a note on any export documentation or on the address label that the goods enclosed are returned goods. This will ensure we are not charged any further duty or taxes upon receiving the goods back into the UK. If this procedure is not followed, this cost may be passed onto the customer at our discretion. Your statutory rights are unaffected.
4. Please add the following address to the parcel and send back to us via your preferred shipper.
Trilogy Returns
31 Duke of York Square
London, UK
SW3 4LY
5. Keep note of the tracking number stated on the return label as returns are shipped at the sender's risk.
You will receive an email notifying you that your return has been received and processed.
RETURN TO STORE
You are welcome to return your online orders to any one of our London boutiques, however we are unable to refund your card in store. Payments will be arranged via the website within the next 24hrs. Make sure to have your refund card completed along with your order.
You also have the option to exchange in store however it's best to call ahead to make sure we have the item you want in stock. Any differences in price will be processed through the website within the next 24hrs.
SALE ITEMS
In addition to your legal rights, sale items are eligible for return within 14 days of you receiving your order provided that the garments are unworn, in a saleable condition and have their original labels attached.
Sale orders do not qualify for free returns. If your item was purchased from our sale event, please send to the below address at your own cost.
Trilogy Returns
31 Duke of York Square
London, UK
SW3 4LY
FAULTY/INCORRECT ITEMS
All garments and accessories are thoroughly quality checked before being sent out. Should you receive a faulty or incorrect item please contact our customer service team to notify them immediately and arrange a refund, exchange or repair.
Call: 020 7730 6515 | Email: [email protected]
If we receive a returned order damaged without prior notification, we will be unable to offer a refund.
EXCHANGE
We endeavour to offer the option to exchange on all orders however this is dependent on stock availability.
To exchange for a different size or colour please contact our customer services team who will be happy to help, then follow the above returns instructions.
Call: 020 7730 6515 | Email: [email protected]
Please note exchanged items can only be dispatched once the original item has been returned.
TERMS & CONDITIONS
All items for refund or exchange must be returned unworn, in a saleable condition and with all original labels attached. This means there are no marks on the item and no wear on the tags. Trilogy will not accept returns for any non-faulty goods that have been worn, washed and/or have tags removed. Upon receipt of an order if any items have been sent without tags customers should notify us on the same day if they wish to return.
We require that you return the new and unworn goods to us within 14 days of you receiving the order. Returns and exchanges must be received back with a fully completed returns card. If one was not provided in your order, please contact us.
For hygiene purposes returns and exchanges are not possible on earrings.
Please note, Trilogy cannot refund shipping and/or delivery charges whether they be in the UK or abroad. We ask that all international customers are aware that all international deliveries are subject to customs and duties sales taxes that cannot be refunded.
Once your package has been returned to us within the stated timeframe, we will begin to process your refund. Each item will be checked and once verified your refund will be processed in the original payment format. All undamaged, correctly returned products will be credited to the original purchaser's card, excluding shipping charges. You will be notified via email to the registered address when this transaction has taken place.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Trilogy.
If we receive your return in a condition which we feel is not fit for exchange or refund, we will contact you directly. Trilogy reserves the right to refuse a return or exchange for any items sent back in a condition where the item has been used or damaged.
Only items that Trilogy can confirm have been returned within the stated timeframe and guidelines will be eligible for a refund or exchange.
