Client Services


How do I make a purchase?

Making a purchase is easy: Simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘bag’ at any time. When you’re ready to place your order, select Checkout from the bag and follow the straightforward prompts to complete delivery information and payment details. If you have any problems, please contact 

For International customers (non-UK), please see our Help Center here.

Is an item reserved for me if it’s in my shopping bag?

Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing until a purchase is completed and confirmed.

Can I order by telephone?

Presently we do not accept orders by telephone, we only accept orders through this web site.

How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by collections menu. Once you have selected your desired collection, you can filter the listings further. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or style code.

How do I know if an item is in stock?

You can immediately see size availability below the product image. If a size has a line through it, that size is sold out.

Can I pre-order?

Occasionally, you will be able to reserve an item that is not yet available for sale; this is known as a Pre-Order. Each Pre-order item will display an estimated delivery date on the product page.

Please be aware that this date may change due to circumstances beyond our control, such as shipping delays or customs.

Mixed Order: If you have placed an order containing both currently available and pre-order items, we will despatch the items that are available now and then ship your pre-order item(s) separately when they become available. You will be charged once, at the time of placing your order.

Pre-Orders with different dates. If you order more than one item on pre-order and they have different estimated delivery dates, we will despatch them together on the latest estimated delivery date.

We will send you a confirmation email when your order has been shipped.

Can I register my interest?

Some products are not available to pre-order when out of stock. You will be able to register your interest and will receive a notification when product is in stock or available for pre order. 

Just select the size required and then click on the 'Sorry back in stock soon' button. A pop-up box will appear where you can fill in your details to register your interest. 

What payment methods does accept?

We accept American Express, Visa, MasterCard, Apple Pay, Google Pay, Maestro and PayPal.

For International customers (non-UK), please see our Help Center here.

Is it safe to use my credit card online at

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process. For more details please email

How will I know if you have received my order?

When you complete your purchase, we will immediately acknowledge your order by sending you an order confirmation of email.

Your order will be processed immediately at our international shipping hub.

We will notify you by email When your order is ready to ship.

Can I purchase a gift card?

We presently do not offer gift cards.


(available to our UK customers only)

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

 In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden.


To ensure the safety of our customers and employees, we follow the most up-to-date advice from the World Health Organisation (WHO). The WHO has advised that the risk of contracting the virus from a package that has travelled and been exposed to different temperatures is low and therefore have stated that it is safe to receive all packages.

- DHL will not ask for a physical signature at this time.


When will I receive my order?

Orders shipped using our global delivery partner, DHL.  Orders are delivered Monday to Friday between 9am and 5pm. If your order is eligible for Premium super-fast DHL shipping, the option will be displayed checkout to upgrade. Saturday delivery is also an option in some destinations, this option will be displayed at the checkout if available. For security reasons, all orders must be signed for upon delivery. (Update: in response to current Covid-19 situation, DHL will not ask for a physical signature at this time)

For International customers (non-UK), please see our Help Center here.

Can I track my order?

You can track your order and delivery status via the DHL app and all customers will receive an email containing a tracking link allowing them to live track their delivery direct to their door.

For International customers (non-UK), please see our Help Center here.

Do I have to pay duty and import charges?

For International customers (non-UK), please see our Help Center here.


Can I exchange my order?

We do not offer an exchange service. You have up to 28 days to return an item, however you must request your within 14 days. When we have received your return we will refund you within 14 days.

For International customers (non-UK), please see our Help Center here.

In what packaging will my goods be delivered?

When you shop at TRENCHLONDON.COM all orders will be expertly hand packed in our distinctive, chic, branded boxes. They are designed so that each item will be perfect when you receive it. We are proud to state that all our packaging is recycled and fully recyclable. 

Your package will also contain our eco-friendly returns bag, to use instead of the box in case of return.

How do I return an item for a refund?

We hope you’re delighted with your order. If you’re not perfectly satisfied, you may return items within 28 days. You must request your return within 14 days. When we have received your return we will refund you within 14 days.

For free returns, use bag provided. Please recycle or reuse the box, do not return this to us.

For full details on the returns process, see our Returns page.

For International customers (non-UK), please see our Help Center here.