Delivery and Returns

Returns Policy and Delivery information

Our Goal: We want to make sure you’re happy with your purchases. Please read our easy-to-understand guidelines for returns, exchanges and delivery:

Please note: If you cancel your order or request a refund, we may deduct any non-refundable payment processing costs from your refund.

Delivery Information:

Geographical Coverage

  • We deliver worldwide.

Order Processing Time

  • All orders are processed same day or within 1-2 working days no matter where they’re being sent.

Delivery Timeframe UK

  • Depending on your location, we aim to deliver within 30 days.
  • On average we try to deliver products within 15 days from the date of order.
  • In some cases, delivery can take us longer (e.g for prewired products, or if an item is out of stock) so it’s better to contact us or refer to information on the checkout page.

Delivery Timeframe Worldwide

  • Depending on your location, we deliver within 45 days.
  • On average we aim to deliver within 20 days from the date of order.
  • In some cases, delivery can take us longer (e.g for prewired products, or if an item is out of stock) so it’s better to contact us or refer to information on the checkout page.

Shipping Services

  • We use trusted courier services such as Royal Mail, Evri, DPD, and other reliable providers.

Shipping Costs UK

  • Delivery is free on all orders.

Shipping Costs Worldwide

  • Delivery is free on container orders
  • Shipping is charged based on parcel weight and other factors. Please refer to our international shipping cost page or get in touch for a quote
  • A restocking fee applies to all orders cancelled to cover expenses, capped at £50

Tracking Information

  • Tracking information will be provided once your order has been dispatched. You can track your order using the information that will be sent to your email or through your account portal.

Delivery Issues

  • In the event of a lost, damaged, or delayed delivery, please contact our customer service team immediately for assistance we are always here to help.

Incorrect Addresses

  • Please ensure your shipping address is correct. We are not responsible for orders delivered to an incorrect address provided by the customer.

Signature Requirements

  • A signature may be required upon delivery for certain orders.

Changes to Orders

  • If you need to change your shipping address or cancel your order, please contact us as soon as possible. Changes can only be made before the order has been dispatched.

Undeliverable Packages

  • If a package is returned as undeliverable, we will contact you to arrange reshipment or a refund.

Holiday Shipping

  • Please note that delivery times may be longer during peak holiday seasons. We recommend placing orders early to avoid delays.

Contact Information

  • If you have any questions or concerns regarding our shipping policy, please contact our customer service team at contact@treetrench.com

Return Policy

Eligibility:

  • Your items must be in a new condition, unused, and undamaged.
  • Items that are prewired can only be replaced under warranty terms.

Timeframe:

  • You have a generous 35-day window from the delivery date to start a return.

How to Return:

  • To initiate a return, simply contact our customer support at contact@treetrench.com.
  • We will provide and pay for a traceable shipping method for your return and explain the process by email.

Refunds:

  • Once we receive and inspect your return, we’ll promptly inform you about your refund status.
  • We’ll process your refund within 3 business days from the day it is received and we will return the funds to your original payment method.

Exchanges:

  • If you want to exchange an item, please get in touch with us.
  • Availability for exchanges may vary, and if you’re trading up to a higher-priced item, additional payment might be necessary.

Damaged or Defective Items:

  • If you receive damaged or defective items, reach out to us for a replacement or full refund within 5 working days.

Non-Refundable Services:

  • Keep in mind that certain services, like gift wrapping, shipping fees, or discounts cannot be refunded.

Refused or Undeliverable Orders:

  • If you refuse delivery, it won’t cost you anything extra, whether due to package damage or a change of heart.

Damaged Deliveries:

  • If your items arrive damaged, refuse them upon delivery. If already delivered report the issues within 5 working days to get replacement parts.

Force Majeure:

  • Please understand that we can’t be held responsible for delays caused by events beyond our control.

Thank you for taking the time to understand our policies. If you have any questions or need clarification, don’t hesitate to reach out to us at contact@treetrench.com. We’re here to help!