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. 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?

Items that are not yet in stock may be pre-ordered:  The ship by date for the pre-order will be clearly specified. To pre-order select the size and add the selected item to your bag, continue the order process to delivery and payment details then check out. We will notify you of when you order is ready to be shipped.

Can I register my interest?

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

What payment methods does Trench London accept?

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

Is it safe to use my credit card online at Trench London?

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 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.

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.

Covid-19 Impact on Deliveries:

We may face delivery delays as restrictions around the world continue to fluctuate. This means the actual delivery can take longer, depending on your location.

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 duty and import charges?

No, we cover all duties and taxes.

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 Trench London all orders will be expertly hand packed in our distinctive and chic, branded packaging, 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.

SALE items will be packaged in our branded bag only, allowing us to offer great savings on these lines.

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.