Terms & Conditions
Delivery Policy
Here at Trophy Textiles SW Ltd we pride ourselves on excellent customer service.
We know that you don’t want to wait days for your order to arrive. That’s why we send every order within the UK Mainland by Fed Ex or Royal Mail Second Class Post. This means that, all being well, you should receive your parcel the following working day after it has been dispatched or within 5 days.
However, although we promise to dispatch your order quickly, it should be remembered that delivery is not guaranteed within this timescale and parcels can occasionally take longer to reach their destinations. Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands, certain parts of Scotland, Europe and the rest of the world will usually take a little longer to arrive.
There are certain items that we are unable to post overseas and if this is the case with any part of your order we will contact you by email.
How will my parcel be?
We only deal with customers on the UK Mainland, refer to Royal Mail website.
Based upon the weight of your item(s) you will have two options for your postage either Standard Postage or local courier.
Standard postage cost £4.00 / £6.00 dependent on the weight and size of your order and will be sent Royal Mail Second Class and should take 2 – 4 working days for delivery. Should the item not arrive within this time scale please contact your local sorting office to ensure that they are not holding the item for you. Please note that Royal Mail do not class an item missing until 15 working days has passed as they say it can still be delivered until this time. Replacements for undelivered orders won’t be possible until after this time.
Standard Postage for multiple orders or large items will be sent using a courier and should take 2 – 3 days for delivery.
Next working day delivery is available via a local courier upon telephone request and a cost will be quoted, depending on the order size/weight. Saturday delivery is available but this will incur an additional cost.
Click & Collect
You can order online and collect at our shop in Pool once the order is ready to collect.
Unit 2D,
Pool Business Park,
Dudnance Lane,
Pool, Cornwall
TR15 3QW
Returns, Refund and Cancellation Policy
We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail – see our Contact page.
Unwanted Goods
Please return goods unused and in original packaging in perfect condition for resale within 30 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods.
Please note that you are responsible for shipping costs when returning unwanted goods.
Faulty Goods
If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge.
Exchanging goods
If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.
Changing or cancelling an order
You have the right to cancel your order within 7 working days from the date you received your order. To cancel your order, please contact us in writing within 7 days.
If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you will be required to place an additional order.
Will any return costs be refunded?
If you return something because of an error on our part or because it’s damaged or defective, we will refund any charges incurred in returning the item to us by refunding your return postage costs – up to 2nd class postage only.
We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
My Payment Card has changed/expired. How will I receive my refund?
We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque to cover any refund costs.
When will I receive my refund?
We action all refunds within 24 hours of when we receive the goods back and it can take up to 3 working days for the refund to show on you card.