Client Services

Ordering

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 ClientServices@TrenchLondon.com 

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.

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 TRENCHLONDON.com accept?

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

Is it safe to use my credit card online at TRENCHLONDON.com?

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 ClientServices@TrenchLondon.com

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.

Klarna

(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.

Covid-19

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.

Delivery

When will I receive my order?

Orders shipped using our various global delivery partners specified at checkout. Orders are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery. (Update: in response to current Covid-19 situation, our couriers may not ask for a physical signature at this time)

Can I track my order?

You can track your order and delivery status by logging into your account. All customers will receive an email containing a tracking link allowing them to live track their delivery direct to their door.

Do I have to pay any customs and duties?

No, we take care of all of that.

Returns

Can I exchange my order?

We do not offer an exchange service. You have up to 60 days to return an item. When we have received your return we will refund you within 14 days.

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 60 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.