Search

Help - Frequently Asked Questions

Ordering

Can I order over the phone?

No, currently we are unable to process orders over the phone. We have been listening to our customer feedback and this is something we are working towards.

How do I place an order?

Once you have finished shopping and added the items you wish to buy into your shopping basket, simply click on the secure checkout button within your basket and fill out the details required.

Do I need to create an account?

No, you don't need an account. However, having one allows you to check the process of your current order and you can also check your order history.

How can I pay for my order?

Payment is accepted from all major credit and debit cards.

Can I change or cancel my order?

No, once an order has been placed our warehouse get straight on with picking your order and we are therefore unable to cancel or amend any order. This does not affect your statutory rights.

We are happy to refund any unwanted items. Please check our Returns & Exchanges page for details.

How do I search for a product?

If you know the name or style of item you are looking for, simply type this into our search bar.

We also have our products broken down into categories to help customers locate the item they want.

Why has my order been cancelled?

If your order status appears as cancelled, please do not worry as our customer service team will send an email to update you.

What is my guarantee?

We offer a 1 year guarantee on all products purchased from Trespass.com.

I purchased my item from a third party and have a problem?

For any items purchased from third parties we ask that you contact their customer service department directly.

Sizing

How do I know what size to buy?

Please refer to our sizing chart for this information.

Our sizing chart is a rough guide. Different items have different designs, patterns and fits. If you would like to know exact measurements, please contact our customer service department.

Complaints

How can I make a complaint?

We hope that you are 100% happy with your purchase and the service you received, however, if there is something you are unhappy about or something you feel we could improve on, we want to know. The happiness of our customers is our number one priority, so help us to get it right.

The Process

If you encounter a problem in one of our stores, your first point of contact is the store manager. Then, if you still feel unhappy, you can contact us through one of the mediums below to discuss it further.

Email us: support@trespass.com

This email address deals with both online orders and problems encountered in store. Our customer service advisors will endeavour to respond to you within 48 hours.

Write to us:

Customer Service Department
Trespass
Vermont House
149 Vermont Street
Kinning Park
Glasgow
G41 1LU
UNITED KINGDOM

Sometimes it is best to rely on good old fashioned pen and paper. Our postal address can be used for complaints relating to both in store and online.

Product reviews

How can I write a product review?

If you would like to leave a review, please find the item online and navigate to the review box at the bottom of the page.

Why wasn't my product review posted?

There can be a couple of reasons why you may not be able to view your review:

  • It can take up to 72 hours to moderate all reviews and post them on the website, so your review may still be pending.
  • Your review may have been rejected through the moderation process. If this is the case, you will receive an email from us.

Newsletters

How can I get weekly newsletters?

It's very easy! To receive our newsletters, simply enter your email address in the required window which can be accessed from any of our pages.

How can I unsubscribe from marketing emails?

We do not send out a lot of emails but when we do they tend to have exclusive offers and discounts not offered to the general public. 

So our advice is simple, try before you opt-out.  If what you receive through is of no interest, then you can easily unsubscribe by clicking the 'unsubscribe' link at the bottom of each email or simply login to your Trespass account online and untick the 'subscribe to newsletter' box.

Social Media

Charities and Sponsorships

How do I make a request for help with my charity?

For any requests to help with charity please contact our customer service department at support@trespass.com

How can I make a request for sponsorship?

For any requests to help with sponsorship please contact our customer service department at support@trespass.com