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Online Orders

Delivery

Returns

Payment and Promos

Other

Online Orders

I'm missing an item from my order, what do I do?

If you are missing an item in your order please check your email to see whether your items have been sent in separate parcels. If so, you will find a delivery note inside each parcel telling you what you can expect to find inside. Please check your delivery notes from each order to ensure you have received all your items.

Our Customer Care Team will be more than happy to help if you find you are missing any items. Please include the missing item’s name, colour and size.

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What do I do if I receive a faulty item in my order?

As soon as you discover a fault with an item, please contact us with:

  • The order number.
  • The faulty item's name, colour and size.
  • A FULL description of the fault.

We are dedicated to ensuring any issues regarding faulty items are dealt with promptly and aim to respond to you as soon as possible.

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I have an incorrect item in my order, what do I do?

We apologise for any incorrect items that you receive in your order. To rectify this, please contact our Customer Care team with the following information:

  • The order number
  • Incorrect item’s name, colour and size

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Can I amend my order after I've placed it?

Unfortunately, once you have placed your order you will be unable to amend any information including the delivery option, delivery address or payment.

However, you can return any unwanted items for a refund or exchange when you have received your order.

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Can I cancel my order after I've placed it?

Once you have placed your order, you are unable to cancel it. However, once you have received your items, you can return any unwanted goods for a refund.

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Why has my order been cancelled?

If you find that your order has been unexpectedly cancelled, our Customer Care Team will send you an email to inform you of the reason why. This email should be received within 48 hours and it may appear in your junk or spam box, so please check these folders in addition to your inbox. If you do not receive this email, please contact us.

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Can I order over the phone?

Unfortunately we are unable to take orders over the phone. We listen very carefully to our customer feedback and this is something we are working towards. Please look out for updates and news on our website.

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Do I need to create an account?

You do not need to make an account to make a purchase on our website. However, registering for an online account allows you to track the progress of your current order as well as view your order history.

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Delivery

How does your standard delivery service work?

We aim to have your order with you 3 -5 working days* from the moment you submit your order. Orders will be delivered between Monday and Friday (excluding Public Holidays).

We offer Standard Delivery for FREE

We will email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into “My Account” and viewing your most recent order. Just click “Track This Order” and you’ll be directed to the carrier tracking page.

Please note a signature may be required on receipt.

*We aim to meet these delivery times but during busy periods (including sale, Black Friday, Christmas etc.) deliveries may take a little longer. During spells of bad weather, conditions may mean that these delivery services aren’t available, or that order cut-off times need amending and or/ delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. DLX cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

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How does your express delivery service work?

We aim to have your for the next working day from when you submit your order, but only if the order is placed before 12pm (midday). Orders will be delivered between Monday and Friday (excluding Public Holidays).

Our delivery costs for express delivery are:

  • Less than £40 - £5.95
  • Above £40 - FREE

We will email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into “My Account” and viewing your most recent order. Just click “Track This Order” and you’ll be directed to the carrier tracking page.

Please note a signature may be required on receipt.

*We aim to meet these delivery times but during busy periods (including sale, Black Friday, Christmas etc.) deliveries may take a little longer. During spells of bad weather, conditions may mean that these delivery services aren’t available, or that order cut-off times need amending and or/ delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. DLXcannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier

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What should I do if my order hasn't been delivered yet?

Your estimated delivery date will be noted in your Order Confirmation email – please wait until this date for your order to arrive. It’s also worth checking for any delays that are in your area or any public holidays or events that could cause your order to be delayed.

You’ll also be able to follow your order if it’s been sent using a trackable service. To check this, all you need to do is log into “My Account” and view your order. If the status shows “Track This Order”, just click the link and you’ll be able to follow your parcel. If the status shows “Shipped”, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up-to-date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, please contact us.

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Can I track the delivery of my order?

Yes, if your order has been sent via a trackable service, you’ll be able to see its status. You’ll receive a shipping confirmation email direct from our warehouse once your order has been sent. If you are having trouble locating your tracking information then please contact our Customer Care Team.

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What happens if I'm not in when my order arrives?

If you aren’t home when your order arrives, our carriers usually attempt to deliver your items more than once. Alternatively, they will leave a card confirming they have either left it with a neighbour, stored it in a safe place, when they will attempt to deliver your order again or give you details on how to collect it.

We would ask for you to arrange for someone to be in when your parcel is due as we may need a signature to confirm receipt.

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Returns

What is your returns policy for online orders?

If you wish to return a faulty or incorrect item, please contact our Customer Care Team.

To return any items please read our terms and conditions below:

  • You can return any item for a refund within 21 days of receiving your original order.
  • You can also exchange your item within 21 days; however, we can only change this for the same product in an alternative size.
  • We'll send your replacement to the original delivery address.
  • If the item is out of stock in the size you have opted for, then a refund will be issued instead.
  • If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.
  • We'll refund the price you purchased your item at. This also includes sale items.
  • All goods will be inspected on return.
  • The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way.
  • We are not responsible for any items that are returned to us by mistake.
  • We try hard to accept all returns and they don’t need to be in the original box or bag, as long as they're securely packed. Where possible, returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box.
  • In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
  • We recommend you obtain proof of postage. Our returns address is: Vermont House, 149 Vermont Street, Glasgow, G41 1LU

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How do I create an RMA?

To create an RMA please visit www.trespass.com/RMA. You will need your order number, email address and surname. Input the information as requested, select the items you wish to return and the reason.

To exchange your items please add a comment stating which size you would like to exchange it for.

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How do I return something bought online to you?

You can return items to us by post for only £3.00.

The cost of returning items by post will be deducted from your refund (unless the goods are faulty or an incorrect item has been sent).

We will update you via email once your return has been processed.

  1. Visit www.trespass.com/RMA. and follow the instructions on screen to obtain your RMA code.
  2. Write your RMA code in the space provided in your Dispatch Note. This section of the Dispatch Note must be returned with your item.
  3. Attach the Royal Mail returns label, located on your Dispatch Note, to the outside of your parcel, enclosing the bottom section of the Dispatch Note.
  4. Take the parcel along to your local Post Office and don't forget to ask for proof of postage.

Return by Collect+ for only £3.00

The cost of returning items by Collect+ will be deducted from your refund (unless the goods are faulty or an incorrect item has been sent).

  1. Visit www.trespass.com/RMA and follow the instructions on screen to obtain your RMA code.
  2. Write your RMA code in the space provided in your Dispatch Note. This section of the Dispatch Note must be returned with your item.
  3. Visit: www.collectplus.co.uk/trespass and follow the instructions to obtain your returns label.
  4. Print off and attach the Collect+ returns label to the outside of your parcel and enclose the bottom section of the Dispatch Note.
  5. Take the parcel along to your local Collect+ store and don't forget to ask for proof of postage.

We will update you via email once your return has been processed.

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Have you received my returned items?

It can usually take up to 10 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

Once your return has been completed, we’ll send you an email letting you know whether a refund or exchange has been processed. This is usually within 1 day of your return being received in our warehouse.

If you’ve returned more than one order in the same parcel, please allow 24 hours for all your returns to be completed.

Any refunds will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days, depending on your payment method issuer.

If your return has not reached us after 10 working days, please track your items to see their status. If you have still not received your refund or exchange please get in touch.

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How can I get a new returns note?

If you are unable to find your returns note, you can print a new one off by following the steps below:

  1. Visit www.trespass.com/RMA and follow the instructions on screen to obtain your RMA code.
  2. Write your RMA code in the space provided in your Dispatch Note. This section of the Dispatch Note must be returned with your item.
  3. Visit: www.collectplus.co.uk/trespass and follow the instructions to obtain your returns label.
  4. Print off and attach the Collect+ returns label to the outside of your parcel and enclose the bottom section of the Dispatch Note.
  5. Take the parcel along to your local Collect+ store and ask for proof of postage.

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Can I get a refund if the price has changed since I ordered it?

If you order an item which then changes in price after your order has been placed, we are unable to refund the difference. We apologise for any inconvenience caused.

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Payment and Promos

How can I pay for my order?

In order to pay for your order, you can use any of the payment types listed below:

  • PayPal
  • Visa
  • Mastercard
  • Maestro
  • JCB

We take your security seriously; therefore, our payments are powered by World Pay. To protect you against fraud, all credit and debit cards are subject to validation and authorisation by us, World Pay and the card issuer.

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Do you offer a discount for students?

At this time, we do not offer a student discount.

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How do I use PayPal to pay for my order?

To pay using PayPal, you will firstly need to set up account on the PayPal website. This service is free and only takes minutes to set up.

Once your account has been set up, click PayPal on the payment page and you will be redirected.

Disclaimer: Our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. DLX has no control over these sites and is not responsible for their content or availability.

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Can I use my credit note or gift voucher online?

At the moment we can only accept all major debit cards, credit cards as well as payments through PayPal online.

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Other

How do I leave feedback?

We love when our customers share their experiences with us. Your feedback is important to us, however, we aren’t able to send confirmation of receipt from our Customer Care Team but any comments will be looked into so we can provide you with best experience possible.

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What’s my guarantee?

DLX products are guaranteed for 12 months. If you have a faulty item please contact us.

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