My login does not work, what can I do?
If your login does not work please send an e-mail to our customer service team at customercare@trendella.co.uk and they will help you with your matter.
I have sent an email to customer service how long do I have to wait for a reply?
Under normal circumstances we answer emails within 48 hours (during weekdays). During peak-times such as sale starts or delivery periods it might take us a little longer, but we always respond as quickly as we can.
Where can I get a clothing size chart?
You can find our size chart on the home page of the website www.trendella.co.uk by clicking on Friendly Tips & Size Chart. Since children’s growth is very individual the chart is to be seen as a guide line only. Kindly bear in mind our product sizes when placing orders.
How much is the delivery cost?
Tracked Shipping within UK* (Terms Apply) & Usually takes between 3 to 5 working days. Our standard delivery charge will be £5.00.
All the parcels are Tracked unless agreed to be delivered by hand.
If you would like ‘Special Delivery’, there will be an Additional Charge of £5.00. However, this form of delivery has to be agreed before the purchase. Please enquire with customercare@trendella.co.uk
When placing your order, please ensure that the details of Billing and Shipping address are correct and that a contact number has been provided.
Once your order is shipped, we will send you a confirmation email
However, please note that we do not offer “Free Return Shipping” nor do we provide refunds for any fees that may have resulted from shipping a return.
Further, any subsequent products that require to be posted due to exchange, there will be a delivery charge of GBP 5.00 per item. This will have to be done via Bank Transfer before we could initiate posting the exchange items.
The bank details are as follows:
Name: Trendella UK Limited
Bank: Lloyds Bank
Sort Code: 77 85 70
Account No: 69445060
Ref: …………………………………… (Your Order No.)
How long is the delivery time?
Standard delivery is approximately 3-5 working days. If there is any delay over 5 working days, we will notify you by email. Please note Saturday, Sunday and Bank Holidays are not working days. During exceptionally busy periods or adverse weather this service may be suspended without notice. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
What if an item in my claimed parcel is missing/not what I ordered?
If something is not right in your order please contact us as soon as possible. E-mail us at customercare@trendella.co.uk or call +44 7727 450250 (Mon – Fri: 11:00-16:00 UK time).
I would like to return/exchange an item; how do I proceed?
If you are not completely satisfied with the size or quality of your purchase, you may initiate a Return/Exchange Request within 14 days from the date of the item’s arrival. All return/exchange requests are subject for evaluation and our friendly customer service will be glad to guide you through it.
Do note:
✔ Items should be unworn, unwashed, undamaged and unaltered to be eligible for returns/exchanges.
✔ We do not offer Free Return Shipping nor do we provide refunds for any fees that may result from shipping a return.
✔ All clearance items purchased at Trendella UK Limited are final sales and cannot be exchanged or returned for a refund.
Unfortunately, any items which are found to have make-up or other stains or marks on the garment cannot be returned, exchanged or refunded unless they are faulty.
Please also be advised that we do not cover the postage to returns items that do not fit or do not suit your requirements. Kindly bear in mind our product sizes when placing orders.
Customers must keep safe a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including tracking number must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt which includes any courier service used. It is the responsibility of the sender to open a claim for any parcel’s lost in transit with the courier.
For any Return, Exchange or Refund please email at customercare@trendella.co.uk
Requesting for A Return
To ensure that you receive the best support for your return:
- Always process a return in accordance with our return procedure
- Be sure to provide the tracking number as soon as you ship your return
Requesting for An Exchange
Unfortunately, we do not offer an Exchange for items that were correctly sent to you.
Should you wish to Exchange an item you received due to issues with its’ Size or Quality, this can be arranged by simply emailing us at: customercare@trendella.co.uk and specifying “Exchange” as your “Desired Resolution”.
Do note that Exchanges are an alternative resolution for Returns and are bound by the same guidelines and limitations.
For full details, please see our EXCHANGE / RETURN AND REFUND POLICY
I want to make a complaint; how do I proceed?
If you want to make a complaint please contact Customer service immediately on customercare@trendella.co.uk and they will help you with your matter. Please refer to your order number, your name and what product the matter concerns.