My login does not work, what can I do?If your login does not work please send an e-mail to our customer service [email protected] and they will help you with your matter.
I have sent an email to customer service how long do I have to wait for a reply!
Under normal circumstances we answer emails within 48 hours (during weekdays). During peak-times such as sale starts or delivery periods it might take us a little longer, but we always respond as quickly as we can.
Where can I get a clothing size chart?
You can find our size chart on the home page of the website www.trendella.co.uk. Since children’s growth is very individual the chart is to be seen as a guide line only.
How much is the delivery cost?
When we first send the products there will be Standard delivery (usually 3 – 5 working days) and the delivery cost is free. However, please note that we do not offer “Free Return Shipping” nor do we provide refunds for any fees that may have resulted from shipping a return. Further, any subsequent products that require to be posted due to exchange, there will be a delivery charge of GBP 4.00 per item.
How long is the delivery time?
Standard delivery is approximately 3-5 working days. If there is any delay over 5 working days, we will notify you by email. Please note Saturday, Sunday and Bank Holidays are not working days. During exceptionally busy periods or adverse weather this service may be suspended without notice. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
What if an item in my claimed parcel is missing/not what I ordered?
If something is not right in your order please contact us as soon as possible. E-mail us at [email protected] or call +44 7727 450250 (Mon – Fri: 11:00-16:00 UAE time).
I would like to return/exchange a garment; how do I proceed?
If you are not completely satisfied with the size or quality of your purchase, you may initiate a Return/Exchange Request within 14 days from the date of the item’s arrival. All return/exchange requests are subject for evaluation and our friendly customer service will be glad to guide you through it. Unfortunately, we do not offer an Exchange for items that were correctly sent to you. For more details please refer to our return policy. Should you wish to Exchange an item you received due to issues with its’ Size or Quality, this can be arranged by simply following our return procedure and specifying “Exchange” as your “Desired Resolution”. Do note that Exchanges are an alternative resolution for Returns and are bound by the same guidelines and limitations. Further, any subsequent products that require to be posted due to exchange, there will be a delivery charge of GBP 4.00 per item. To ensure that you receive the best support for your return/exchange: 1. Always process a return in accordance with our return/exchange procedure 2. Be sure to provide the tracking number as soon as you ship your return/exchange item For full details, please see our EXCHANGE / RETURN AND REFUND POLICY
I want to make a complaint; how do I proceed?
If you want to make a complaint please contact Customer service immediately on [email protected] and they will help you with your matter. Please refer to your order number, your name and what product the matter concerns