Trekitt Updates

Dear Trekitt Customers,

We pray that during these unprecedented times that you and your loved ones are healthy, safe, and happy. Trekitt has been trading for over 34 years and during that time we have never faced adversity such as this, but we have a loyal and dedicated team who are striving to keep this independent and family-owned business alive and well.

Please be assured that we are following government guidelines in order to protect our staff, our stakeholders, and our customers from the challenging situation with Coronavirus. This has meant the closure of our Hereford shop, homeworking for most of our team and the implementation of social distancing and cleanliness regimes in our warehouse. We greatly value the contribution of all our team and that is why we have committed to paying100% of all wages and have assured everyone that 100% of jobs are secure; after-all, Trekitt is nothing without its people.

Our online business is functioning as normal, Pam, Ryan, Ollie and Chick are doing an amazing job so you can be confident that your order will be processed and despatched with our normal speedy efficiency.

Alex is running the Customer Support desk by herself, but you can still contact us by email, phone, live chat and social media, Monday to Friday between 9 am – 5 pm. Please be kind to her and try to email your questions tosupport@trekitt.co.uk instead of reaching for the phone, she’s only human and may not get to your call as quickly as you’d like.

Steve is busy managing our stock and making sure the new season goodies arrive safely.

Willand Harry are beavering away to keep the website functioning smoothly and to let you all know what’s going on through our usual marketing channels. Personally, I really miss those video shoots with Harry, but they will resume as soon as it’s safe to do so.

We all look forward to a time when we can get outdoors again and enjoy the hills and mountains safely and in good company. But for now, we must respect government advice and stay at home.

Finally, in our own small way, we’d really like to support our wonderful NHS staff by offering an enhanced discount through our website. We, like many of you, have friends and family working “on the front line” and fully understand and appreciate what an amazing job the entire NHS is doing to provide outstanding care to the nation. We hope this small gesture will help NHS staff to be more comfortable at work or at leisure; after all, they thoroughly deserve it. Please email support@trekitt.co.uk for your 15% discount code.

Paul Trepte

Managing Director
Trekitt

FAQs

How long will your Hereford shop be closed for?
We don’t currently know; this is a rapidly developing situation and we will adhere to Government advice and update customers as soon as possible

Can I return a purchase made at the Hereford shop?

Unfortunately, we are unable to process any shop returns at this time. Please keep hold of the product and receipt for when the shop is open again. Please remember that we have a No-Hassle Returns Policy with no time limit on returns.

Can I still order through your website?
Most definitely! Our website and warehouse are functioning safely and as normal and our team are ready to accept your order.

Can I return a purchase made using the website?
Yes, provided that it is safe for you to do so. Alternatively, please keep hold of the product and proof of purchase until some form of normality returns. Please remember that we have a No-Hassle Returns Policy with no time limit on returns.

Can I still make a warranty claim?
The vast majority of our suppliers are not accepting any returns at present. We would, therefore, advise that you please keep hold of the product and proof of purchase until some form of normality returns. Please remember that we have a No-Hassle Returns Policy with no time limit on returns.

Is it safe to receive a parcel from you?
Public Health England has clarified that there is no current evidence to suggest that the virus can be transmitted from letters and packages. Our carriers DPD and Royal Mail have robust arrangements in place to protect their staff and customers that are self-isolating such as a non-signature receipt, nominated safe place for delivery and delivery to a neighbour. This complements guidance from Public Health England for people to wash their hands regularly using soap and hot water.

Can I place a Click & Collect order?
All our Click & Collect orders would normally be sent to the Hereford shop, as the shop is currently closed, we are unable to offer this service.

Should I expect a delay in delivery times?
All DPD services are running as expected, however, due to the current situation, Royal Mail is experiencing an increase in demand for its courier services. Due to this we advise allowing up to 10 days for all Royal Mail deliveries.

If you have any further questions, please contact us at support@trekitt.co.uk

   

Excellent customer service. Really detailed easy to understand product descriptions on the Trekitt website, and gear reviews on the Trekitt YouTube channel made it so easy to choose the right backpack for me.

Emily - May 2020

Amazing service! Very helpful in regards sizing and what most matched my needs, despite this being done over the internet. YouTube videos of products being examined are very useful also. Would definitely use again, very fast and efficient delivery. Brilliant! Highly recommended!

David R - April 2020

Highly recommend. I usually go to the shop in Hereford as staff are alwasy very helpful and knowledgeable. So this was the first time I have purchased online and the service was just as good as the shop.

Grizzy - April 2020

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