Frequently Asked Questions
You don’t need an account to complete your purchase. However, we recommend registering with us so that you can track your order and view past purchases. By registering you'll also be able to save your address and card details so that you can shop even faster in future.
Our website recognises your location by IP address and deducts VAT accordingly, displaying the final price that you will pay at checkout. If, in the instance you are browsing from within the UK/EU and shipping outside, VAT will then be deducted at check out once a shipping destination has been selected.
We aim to dispatch all orders placed before 2pm (GMT) on a weekday on the same day, with the exception of sale periods, where this may take up to 48 hours. Orders received over a weekend or on a UK Bank Holiday will be dispatched on the first following business day. Orders placed before 2pm on Friday will be delivered on Monday unless a weekend service is selected.
It may be possible to cancel your order, a specific item, or request a different size/style for an item you have already purchased. If you need to make an amendment to your order, please email or call us as soon as possible and we’ll do our best to help.
Once your order has been dispatched you will receive an email containing your order tracking number to follow its progress online. If you are a registered customer you can find your tracking number online under 'My Orders'.
All orders require a signature upon delivery. If you are not going to be home or unable to take delivery then your courier will provide you with several alternative options. If at any point you choose to waiver a signature upon delivery through any of our couriers then you must take full responsibility for any loss or damage that may occur.
The Trunk gift card can be used in any of our London stores and online. Gift cards are delivered using our regular express courier services and will require a signature on delivery (standard shipping charges apply). Gift cards can be sent directly to the recipient or posted to your address. Please contact us if you would like to add a message and/or gift wrapping when sending directly to the recipient. Multiple purchases of gift cards in a single order will be stacked on to one card as a consolidated total. To purchase multiple individual gift cards we ask that you place separate orders for each card required.
Trunk gift cards are available to use in any of our London stores or online using the unique id number attached to each card. If your gift card exceeds the total order amount, the remaining balance will remain on your gift card to be used on a future purchase. If your order exceeds the value of the card then the remaining balance must be paid by credit or debit card. Gift cards cannot be returned or exchanged for cash. Any returned items that were paid for with a gift card will be refunded back to your gift card to be used on future purchases. For item(s) paid by both gift card and a credit or debit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will be refunded to your gift card. Please contact us to check the balance of your gift card.
You can contact our buying team by emailing firstname.lastname@example.org
We work with Massey PR.
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