DELIVERY & RETURNS
DELIVERY
Whilst every effort shall be made to despatch goods on the date requested the seller shall not accept liability for any delay in the delivery of such goods.
Delivery times are quoted in good faith and we cannot accept liability for any expenses or other costs incurred due to failed or late deliveries.
Whilst courier services may offer a timed delivery service, we offer no guarantee of these services nor can we guarantee any request that they deliver after a set time (such as after 9am). Delivery times may vary from standard business hours. Our couriers deliver up to 7pm but may go beyond this during busy periods.
Please note that in some circumstances the delivery surcharge may need to be increased for large and/or bulky items either inside or outside of the United Kingdom.
Although we can pass delivery instructions from the customer to the nominated courier, we will not be held responsible if these are not met. Where a customer’s delivery instruction is to leave a parcel in a nominated location or ‘safe place’, neither us nor the courier will be held responsible for the parcel or its contents after the parcel has been left as requested.
Our preferred courier will be used as default to deliver goods.
We are committed to providing an excellent delivery service to our customers who reside outside of the United Kingdom, however, please note that any orders that are despatched to destinations outside of the U.K. will be subject to tax and import duties, which would be charged upon receipt of delivery. The buyer is responsible for paying any tax or import duties applied to their parcel. We will not apply VAT on goods purchased for use outside of the U.K, where items are shipped within 3 months of purchase and delivery is to a non-U. K address – if placing an order online it is the buyer’s responsibility to ensure they use the correct VAT Exemption option for Non-UK purchases at the checkout.
Delivered-at-place
We will use the Delivered-at-place (DAP) method to deliver goods, meaning that the buyer is responsible to pay all costs and suffer any potential losses of moving goods sold to a specific location.
Whilst we will make every effort to support customers in these instances, ultimately it will be their responsibility.
If an item on your order is currently out of stock, we will contact you via email to let you know. We are able to place the out of stock item on “backorder” for you, this means we will specifically order the item in for you. Depending on what collection the item is part of will depend on its estimated ordering time. You will be informed of this in your email that you will receive from us. If you are unable to wait for your item and can change the style/colour, we will be more than happy to exchange the item from your original order. Our customer service team are very experienced in suggesting alternative colours and styles if your preferred choice is out of stock.
All orders are sent with the courier company packaging on the outside of the parcel. There is nothing advertising our name or the contents.
Mainland UK and Northern Ireland
Courier
We use DPD courier service as our mainland UK and Northern Ireland delivery service. DPD is a trackable service where you will receive an email stating an hour’s window on the day your order is due to be delivered. All DPD packages need to be signed for. If you know you won’t be available to sign for your order on the day of delivery, please add special delivery instructions when placing your order i.e. If not in, deliver to no 3 etc. We are able to pass these instructions to DPD who will make sure it is delivered or left safe for you. If you miss your delivery, DPD will post a card through your door asking you to contact them directly to rearrange delivery.
Republic of Ireland / Channel Islands / International
If you are a Republic of Ireland/Channel Islands/international customer, we use DHL for our deliveries. DHL is a trackable service and usually take between 2-3 working days to arrive. If you know you won’t be available to sign for your order on the day of delivery, please add special delivery instructions when placing your order i.e. If not in, deliver to no 3 etc. We are able to pass these instructions to DHL who will make sure it is delivered or left safe for you. If you miss your delivery, DHL will post a card through your door asking you to contact them directly to rearrange delivery.
Certain categories of our products have limited options in how they can be delivered to you.
The delivery options available to you at checkout are automatically determined by the category of product in your shopping basket as follows:
Flammable Goods - International Restriction
Due to some of our aftercare products being classed as flammable, we are unable to send the goods via air freight to destinations abroad.
However if you do live outside mainland UK we can deliver your order via road courier to most destinations in mainland Europe, The Channel Islands and Republic of Ireland. The delivery time is 2-6 working days. If this option is not shown at checkout then unfortunately we are unable to deliver to the country you have selected for your delivery address.
For UK destinations, flammable goods can only be sent via road courier.
Wet Products - Royal Mail Restriction
Please note, that under no circumstances can wet products like shampoos and conditioners be sent via Royal Mail.
UK Only Products
Certain other products cannot be delivered outside the UK at all.
If you have any questions regarding our delivery options, please call our customer service team on 01273 774977 or email info@trendco.co.uk.
RETURNS
We will accept returns of unwanted goods purchased via our website or via mail order under the following conditions:
If you receive your order and you are not happy with your purchase you must tell us within 14 days of the invoice date and then you have 14 days to return the item(s) to us. All goods must be returned in the same condition as supplied with all parts of the returns form completed.
A returns form should have been provided with your order, if you do not have this to hand please download a copy of the form below:
We reserve the right to reject any returned goods or charge an administration fee for any late or damaged returns, incorrectly packaged goods or goods returned in an unsellable condition.
The buyer is responsible for returning any goods back to us including the cost(s) of postage.
Please allow 3-5 working days for your return to be processed and a further 3-5 working days for your refund to be received. During busier times returns may take longer to process.
Monies will be refunded using the original method of payment. For online purchases this will be processed via PayPal, which you should receive an email confirmation for from PayPal, please ensure you check this email carefully and follow any required instructions where necessary.
If you return your whole order, we will provide a refund for the whole order including the postage & packaging cost paid at point of sale. If you keep any item from your order, we will only provide a refund for the item(s) that you return to us.
Due to health and safety regulations, we may not be able to accept returns (subject to our discretion) of certain products if the packaging has been opened. Please contact us for more information.
Please check all goods on arrival after purchasing. The seller must receive notification within 48 HOURS of the invoice date of any damage to/or shortage concerning any consignment or if the item is faulty.
All goods and services are subject to our Terms and Conditions.
We comply to the Consumer Rights Act 2015.
If you have purchased in person from one of our salons, refunds or exchanges are not offered unless there is a manufacturing fault – see Product Warranty.
Please be sure that you are happy with your purchase before leaving the salon.
This does not affect your statutory rights.
If you feel the item you have purchased has a manufacturing fault please contact the salon that you purchased it from direct.
For items returned due to a fault that has developed after 48 hours of receipt:
The seller accepts no responsibility for goods returned faulty unless such goods can be fairly deemed to have become faulty due to any manufactured defect within the first three months of wear.
We reserve the right to investigate your complaint and inspect the item for testing by an experienced technician. If this is to be carried out by the manufacturer their response will be required before any actions can be taken.
Hairpieces and wigs damaged due to customer abuse or neglect cannot under any circumstances be accepted for credit or replacement by the seller.
The buyer must ensure that any items returned for inspection are washed prior to returning, we reserve the right to reject any items or complaint if this has not been adhered to.
If we find a manufacturing fault with an item, we reserve the right to repair it.
If a manufacturing fault is not found:
- the item will be sent back to you which may be at your cost.
- Under certain circumstances we may offer you, at our discretion, to repair the item at your cost.
All expressed or implied conditions of warranties, statutory or otherwise, not expressly included in these Conditions of sale are excluded.
We will not be held responsible for any injury or damages incurred by users of the products we sell. The buyer is responsible for completing a sample test of any products purchased for use at home that are applied to their hair/skin/scalp including but not limited to wigs/hairpieces, any hair/scalp/wig/hairpiece cleaning/maintenance products such as shampoos, conditioners, protective sprays/creams/ointments/treatments/oils, sanitising products, styling products such as gels/hair or finishing sprays/creams/putties/wax, adhesives, tapes, make-up products etc.
We will not be held responsible for any goods or services supplied to you by a third-party supplier.
If you have any questions regarding our delivery options, please call our customer service team on 01273 774977 or email info@trendco.co.uk.