FAQs
Answers to commonly asked questions
- How do I know if my order has been received?
- Can I add to an existing order?
- When will my order be delivered?
- Can I return a product, exchange it or get a refund?
- Can I choose a delivery date/time
- Can I have an order delivered to a different address than my home?
- Can I change my delivery address after I have placed my order?
- What if I am at work when the courier tries to deliver?
- Am I charged for items as soon as I order them?
- I have lost my Delivery Note, how do I return the goods?
- How long does it take to receive a refund for returned goods?
- Un-subscribing from promotional email material
- Promotional codes
- Size charts
- Could my delivery take longer at back to school periods?
How do I know if my order has been received?
You will get two confirmation emails. The first will be confirming we have received your order. The second will be confirming authorisation of your credit/debit card.
Can I add to an existing order?
It is not possible to add or make changes to an existing order.
When will my order be delivered?
Delivery - Orders placed before 10.30 a.m. (Monday to Friday) will be delivered within 7 working days.
Recorded Delivery: (Charge is applied) - Orders placed before 10.30am (Monday to Friday) will be delivered within 3 working days, signature required on delivery.
Express Delivery: £6.95 - Orders placed before 10.30 a.m. will be delivered within 24 hours. This service is not guaranteed in all areas, where applicable orders will be completed by the next possible working day. This is a signature service.
Promotional Delivery Charges:
In conjunction with some promotions delivery charges will be applied on qualifying orders.
Note: We make every effort to deliver goods within the estimated timescales. However, delays are inevitable due to increased volume of orders received during our back to school period (July and August).
Certain garments are badged to order, and therefore there will be a delay in delivery on these items.
Can I return a product, exchange it or get a refund?
Hassle Free Refunds and Exchanges - We will be happy to refund or exchange any item(s) that you are not completely satisfied with, as long a they are returned in an unused condition, within three months of receipt.
Returns should be posted using the ‘free post returns' label at your nearest post office. Please ensure that a ‘proof of return' is received from the post office counter.
Exchanges: Please ensure that any additional payments are included with the return, as replacement items will not be dispatched until payment has been received.
Can I choose a delivery date/time
If the order is sent Express Delivery it should arrive before 1.00pm the next working day (provided the order was placed before 10.30am). Recorded delivery should arrive before 1.00pm within 3 working days from receipt of order (order placed before 10.30am).
Can I have an order delivered to a different address than my home?
Yes - follow the on-screen instructions when placing your order.
Please note that changes to the delivery address can not be made once an order has been placed.
Can I change my delivery address after I have placed my order?
No - once you have ‘confirmed' your details and placed your order it is not possible to change the address.
What if I am at work when the courier tries to deliver?
The courier will try to see if a neighbour can take the delivery, failing that a card will be put through the door asking you to collect the parcel. The parcel will be kept at the Post Office for 7 days and will then be returned to Trutex.
Am I charged for items as soon as I order them?
Your credit card will be charged at the time of order confirmation.
I have lost my Delivery Note, how do I return the goods?
Address your parcel to the Trutex Returns Department, enclosing a letter giving your account number, the quantity and product code of the goods returned, along with the reason for returning the item i.e. exchange or refund.
Exchanges: Please ensure that any additional payments are included with the return, as replacement items will not be dispatched until payment has been received.
How long does it take to receive a refund for returned goods?
We make every effort to refund returned goods within 7 working days of receipt of the goods at Trutex. Goods will be refunded via the original payment method i.e. if paid by credit card, the credit card will be refunded.
Un-subscribing from promotional email material
If you do not wish to receive emails from Trutex simply login to your account details and enter the 'Edit my details' page and make sure that the 'join mailing list' button at the bottom of your details is unchecked. (Note however that you will still receive email correspondence with respect to your online orders).
Promotional codes
If you are sent a promotional code for an online offer you will need to input it into the correct area. See image below.
Size charts
Please use the tab on the blue menu bar "size chart" where you will be able to view Trutex sizing information.
For Trutex Skort, Roma shorts & Micro sports shorts: size - waist
XXS - 22/24"
XS - 26/28"
S - 28/30"
M - 30/32"
L - 32/34"
XL - 36/38"
XXL - 38/40"
Could my delivery take longer at back to school periods?
We make every effort to deliver goods within the estimated timescales. Express deliveries are prioritised, however, during the peak back to school period (last 3 weeks of August - 1st week September) no order is guaranteed to be delivered within the estimated time.