FAQs

Purchase

Click here to take a look a look at our size chart or here to see our shoe fitting video.

Yes, we offer a gift wrapping service which includes a gift bag, tissue paper and a personalised message. The additional cost of providing this service is $6.00 per delivery. Please note that not all items available on our website fit into a gift bag.

Yes, we currently only offer online e-vouchers to purchase on our website. These vouchers will automatically be emailed to you to either print and present or to forward on to the recipient. Please note, these vouchers are redeemable online only. Store gift vouchers can be purchased and redeemed in-store only. Shop gift vouchers here >

We offer a 28 day returns policy. We will refund any item(s) purchased with us provided that the item(s) are returned as new, i.e., unworn and returned with their original packaging, including the original tags. If you are returning shoes, please place them in another box/bag and do not use the shoe box to adhere labels to. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We advise you to obtain a certificate of postage in case the parcel should go missing in transit. Customers outside of the UK are responsible for their own return postage charges. Please return to the following address:

Trotters Internet Returns Department
3 Gorst Road
North Acton
London
NW10 6LA

We have further terms & conditions regarding exchanges and returning gifts on our Delivery & Returns page.

We offer a 28 day returns policy. We will refund any item(s) purchased with us provided that the item(s) are returned as new, i.e., unworn and returned with their original packaging, including the original tags. If you are returning shoes, please place them in another box/bag and do not use the shoe box to adhere labels to. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. If you would like a different size or colour, please return your unwanted item for a refund and place a new order. Please visit our Returns page for full information regarding international returns. If you are wanting to return a faulty or incorrect item, please contact using our Contact us page so we can arrange this for you.

Payment

You are able to purchase from the Trotters website using USD ($). We accept online payment in a secure environment. Currently, we accept Visa, MasterCard, Delta, Switch, AMEX, PayPal, Apple Pay & Google Pay. Please note, payments made via PayPal will automatically be converted and charged in GBP (£).

All deliveries to the USA will be charged exclusive of VAT.

There is the opportunity to redeem voucher codes after proceeding to Checkout on the 'Customer Information' page. On the right hand side, there is a field where you can enter your e-voucher or discount code information and click Apply to have it redeemed against your basket. Please note, there may be exclusions and terms and conditions to using your code, usually not in conjunction with sale, discounted and multi-buy offers. For further information please visit our Terms & Conditions page.

Occasionally after purchasing with Trotters online if you check your bank account it appears that you have been charged twice, there is no need to worry. There is a very simple explanation for this. Trotters will only charge your card once your order has been dispatched, depending on your card provider, when placing an order, they will put a hold on the funds at the time you checkout to ensure the funds are available when we come to charge your card just before we dispatch. This hold is known as a pre-authorisation. If you are viewing your statement online, it will appear as a charge for the value of your order which is why it looks like you've been charged twice. The pre-authorisation is standard practice when funds are transferred electronically. The pre-authorisation should automatically drop off within 5 working days of when you originally placed your order, however you can contact your bank and ask them to release the funds sooner if you wish. Your Bank may require us to fax through details to confirm we no longer need the funds held which we are always happy to do. If you need further assistance from us please contact our Customer Service Team using our Contact us page.

Delivery

Yes, it can. You will find an option to choose a different delivery address during the checkout process. You can also save multiple addresses for a quicker checkout process, the next time you shop.

Yes. All shipment confirmation emails contain a tracking number and link from which you can track your order. If at any stage this does not work, please contact our Customer Service by e-mailing our customer service team and they will be able to provide you with further information.

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FAQs