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Trekitt Frequently Asked Questions

How do I return an Item?

90-day returns - We offer an unlimited returns period and endeavour to process all returns within 48 hours of receipt provided the goods are returned in the original condition.

Full details of our returns policy can be found on our Returns Page.

How do I exchange an item?

To exchange online purchases simply complete a new online order for the desired replacement and return the unwanted Good(s) for a full refund. Whilst we acknowledge that this is technically not an exchange service it is by far the most efficient and fastest way to ensure that you receive the goods you require.

Full details of our returns policy can be found on our Returns Page.

I have been notified of delivery but haven't received my order, where is it?

On rare occasions our couriers may notify you that your parcel has been delivered. However, if you are unable to find it, please use the check list below before contacting us.

  • Has the courier left a card stating the "safe" location of your parcel?
  • Have you checked around the property and your safe place?
  • Has your parcel been left with a neighbour?

If none of the above apply, please contact [email protected] or call customer services on 01432 263335 and we will investigate further.

Will this sale item be coming back into stock?

When items are reduced in our End of Season Sale they have been reduced to clear and won't be restocked.

Why is my Customer Rewards account balance showing zero points?

Customer Reward points have a 12-month expiry period. Should there be no activity (earning or spending points) for a rolling 12-month period your Customer Rewards account balance will be reduced to zero. But don't worry, your account will remain active in order for you to earn and spend points in future.

What happens when I send back a parcel for a refund?

An email notification will be sent once we have safely received your parcel. We aim to process your refund as quickly as possible, normally within 48 hours, however, during busy periods it may take a little longer.

As soon as your refund has been processed you will receive another email to let you know that your money is on its way back to your original method of payment.

Do you offer VAT free sales to BFPO Addresses?

All BFPO deliveries will be delivered into BFPO Northolt via Royal Mail where they will then be distributed to the correct locations. Please be aware that once your parcel is handed over to BFPO we cannot track the parcel and will have no control over its delivery. Size and weight restrictions apply.

All orders which are shipped to BFPO addresses outside of the EU will qualify for VAT free sales. When you initially place your order the VAT is included, but don't worry, email [email protected] and our dedicated Customer Service Team will confirm that the BFPO address is outside of the EU and refund the VAT amount to your original method of payment. Please make sure you use "GB" in the country field otherwise you will have to pay the International shipping charges.

Do you do Military, student, BMC etc discount?

We do not offer any further discounts to our already highly competitive prices. We normally reduce the manufacturers RRP by more than the standard military/club discounts that other companies offer, and don't forget that you will earn Trekitt Reward Points to use against future purchases. As well as all of that, you get the best customer service available, Easy Anytime Returns and we will process your order exceptionally quickly. Don't just take our word for it; check out the many excellent customer reviews that we receive here.

Do you Price Match?

We do not Price Match due to our already highly competitive prices, don't forget that you will earn Trekitt Reward Points to use against future purchases and the best customer service available. As well as all that, you will also get Easy Anytime Returns and we will process your order exceptionally quickly. Don't just take our word for it; check out the many excellent customer reviews that we receive here.

When will my parcel be ready to collect from shop if I choose to Click + Collect?

We will notify you via email once your order is ready for collection, this is normally within 24 hours of placing your order.

My tracking reference says it is invalid?

Please note that tracking information only becomes available once our couriers have received the item at their depot; this may not be until the evening of collection or the following day.

All processed orders are collected from our warehouse on Monday to Friday, any orders picked and processed over the weekend will not be collected until the following Monday (excluding Bank Holidays). Please check again later and if you are still experiencing problems get in touch with [email protected] or 01432 263335.

The feathers keep coming out of my down jacket, is it faulty?

Down leakage is a perfectly normal occurrence, especially when the garment is new or recently washed. The fabrics used are down proof, but there are situations in which the down will appear to be leaking through your fabric. This is because the down is usually a mix of 90% down and 10% feathers. The feathers within the down possess sharp quills and these are the bits that can work their way through the fabric. A small amount of down escaping through the fabric or through any seam line is expected and common in any down garment, particularly early on. Down is exceptionally fine and can work itself through small openings.

If you do see some down or a feather poking through the fabric do NOT pull it through the fabric. Try to pull the down or feather back inside the jacket and then gently rub the area between your fingers. Pulling the cluster through the jacket may cause an even bigger hole to develop. Gently rubbing the area where the down or feather was poking through will move the fabric strands back together, helping to seal up the opening.

However, if you are not entirely satisfied with your purchase and provided the items are returned in the original condition that you received them, including all labels and packaging intact, we will be happy to accept your return. Full details of our returns procedure can be found on our website, follow this link to find out more Trekitt Returns Page. Before you send things back please remember to include a completed returns form so that we can deal with your return as quickly and efficiently as possible.

Why do prices go up and down?

We strive to give our customers the best service possible through all aspects of our business, which includes providing the most competitive prices we can across all of our products.

The market is constantly changing and in order to offer the best value, our prices may fluctuate without prior notice.