What is your returns Policy?
You have 21 days following receipt of your order to return any unwanted goods for an exchange or refund. Please return your item unused, in its original packaging with all tags attached and include your returns slip which will be included in your parcel.
For goods purchased during the Christmas period we offer an extended returns period whereby any goods purchased from the 1st of December can be returned up until the 7th of January.
Can I return something if it's the wrong size or I just don't like it?
We try to give you as much information about the product online so we hope that this won't happen. But if it does then yes of course you can send your item back. You have 21 days to decide if you want to keep your order. If you are returning goods for reasons of size or a change of mind, then we do expect them to be unused and in a re-saleable condition in its original packaging with all the tags attached.
How do I return or exchange stuff?
We hope you'll love your Little Trekkers stuff, but if you do need to return an item the process is simple. Your return needs to be unused, in a re-saleable condition in its original packaging with all tags attached. Please fill in the returns form and retain your invoice, selecting your reason for return:
- Don't forget to let us know if you would like an exchange or a refund.
- Please fill in your payment details if further payment is needed for the replacement item. You can enclose a cheque if you prefer.
- Use the pre-printed returns label from your delivery note.
- A Recorded Delivery service is recommended to provide you with proof of delivery.
Please note: We can't refund your return delivery costs, but we won't charge you any more postage to re-send an exchange if you live on the UK mainland (Please contact us for overseas or UK Highland and Island addresses as additional charges may apply).
Oops…..You've sent me the wrong stuff – what do I do now?
Sometimes (and only sometimes) we do get it wrong and we are really sorry. Please let us know on email@example.com that we can put it right for you.
My stuff has arrived faulty or damaged – what do I do?
This is certainly a rare occurrence and if you are unlucky enough that this has happened to you please contact our customer services team on firstname.lastname@example.org and they will advise you on the return and replacement of your item. Please return your item unused, in its original packaging with all tags attached and include your returns slip. We will issue a replacement once we receive the item back into our warehouse.
If your item develops a fault after use, please contact our aftersales team on email@example.com and they will advise you on the return of your item. Once we receive the item back we will examine the item to verify the fault, and then issue a repair or replacement.
How long does it take to process my exchange?
Again, Eric and Becky ensure efficiency with this process and normally manage to dispatch the replacement within 2 working days of us receiving the returned item. If you have not received your replacement item please contact us at firstname.lastname@example.org so we can investigate what's gone wrong.
How long does it take to process my refund?
Items returned for refund need to be fully checked and require additional paperwork and authorisation via our secure on-line service provider. We usually process refunds within 7 days but, to allow for busy periods, please allow up to 21 days from us receiving the item back for your refund to be processed. If you have not received your refund within this timeframe please contact us so that we can investigate what's happened on email@example.com.
Do I get back my postage costs?
We can't refund your return delivery costs, but we won't charge you any more postage to re-send an exchange if you live on the UK mainland (Please contact us for overseas or UK Highland and Island addresses as additional charges may apply).
If you are within the EU and you wish to cancel the whole of your order and you let us know within 7 days after the day that you received the goods we will refund your original P+P charge, along with the cost of the goods. If you cancel a contract on this basis, please promptly return the products to us, in the same condition in which you received them, ensuring that the returned product is unused, in it's original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new. We will take the return of your whole order for a refund within 7 days after you received the goods as notice of your wish to cancel the whole order. In this case, we will refund the whole of your order, including the original standard delivery charge. If you upgraded to a premium or Next Day delivery service, we will only refund our standard delivery charge. We cannot refund any delivery charges for orders cancelled and returned to us after 7 days of the date of receipt, but you can still return an item within 21 days for a full refund of the product cost.
We try our very best to keep all our customers happy and we hope that you don't need to complain. However, if you are in any way dissatisfied with any part of our service or products please let us know. It is really important that you put your complaint in writing to firstname.lastname@example.org or by letter to the address below:
Little Trekkers Ltd, Unit 4, Bullhouse Mill, Lee Lane, Millhouse Green, Penistone, Sheffield, England, S36 9NN
Legal Stuff – Terms & Conditions, Privacy and Security
We've tried to cover most of the common questions here for your quick reference, but please take a look at our Legal and Technical Section for full and detailed information.