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FAQ’s for Trutex Direct website:

Questions:

1. Where is my order?

If any of the items you have ordered include a school badge, the garment may need to be embroidered before we are able to complete your order. Depending on the type of garment, and the time of year, this could take up to 10 working days. Any out of stock items will be highlighted to you if you order online, and provide you with an expected delivery date.

To check your order sign in and click on ‘my orders’ in the ‘my account’ section. This will tell you where your order is up to.

2. How do I know if my order has been received?

You will get an order confirmation email.

3. Can I add to an existing order?

Unfortunately it is not possible to add or make changes to an existing order.

4. When will my order be delivered?

Standard delivery (£3.50): orders placed before 2.00pm (Monday to Friday excluding bank holidays) will be delivered within 2 working days when in stock.  Parcels are tracked with proof of delivery under this service.

Next Day Delivery (£4.94): Orders placed before 2.00pm (Monday to Friday excluding back holidays) will be delivered next working day, when in stock, within a 2 hour window slot. Parcels are alos tracked under this service.

(Note: we make every effort to deliver goods within the estimated timescales, however during the peak back to school period (last 3 weeks of August – 1st week of September) no order is guaranteed to be delivered within the estimated time.

5. Can I return a product, exchange it or get a refund?

We will be happy to refund or exchange any item(s) that you are not completely satisfied with, as long as they are returned in an unused condition, within 28 days of receipt. Returns may take up to 7 working days to reach Trutex. 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.

6. Can I have an order delivered to a different address than my home?

Yes, you can select the delivery address you would like your parcel to be delivered too during the checkout process by selecting the ‘ship to different address’ option.

7. Can I change my delivery address after I have placed my order?

It is not possible to change the delivery address for of an order once it has been placed.

8. What if I am at work when the courier tries to deliver?

The driver will leave a card and take your package back to your local sorting office. Once it has arrived back there you will have 14 days, (with standard delivery) or 7days (sign for deliveries) to collect it. After these timescales have elapsed, your package will be returned back to us

9. Am I charged for items as soon as I order them?

Yes we take payment as soon as orders are placed.

10. I have lost my Delivery Note, how do I return the goods?

You will need to complete the online ‘contact us’ form found here. We will then forward you a new free post label along with your account number which can be used as a reference.

11. How long does it take to receive a refund for returned goods?

We aim to refund all returns within 5 working days from when we receive the garment. However, during back to school this can take longer.

12. Could my delivery take longer at back to school periods?

We make every effort to deliver goods within the estimated timescales. However, during the peak back to school period (last 3 weeks of August – 1st week of September) no order is guaranteed to be delivered within the estimated time.

13. How do I know which size to order?

You can click here to find all of our size charts