Refunds & Returns Policy

Returns Policy

Cancellation

We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch. Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before placing your order. To return your item please see how to return on our website.

Returns/Exchanges - UK

You have 28 days from the date of purchase (in store) or delivery (online) to notify us that you wish to return/exchange your order.

To start a return, please email orders@trapstarlondon.com with your full name, order number, details of the item(s) you wish to return and the reason for your return. Our team will reply with instructions on how to return your order. We aim to respond within 2-3 working days. Please do not send any item back until you have received the return instructions.

Any items returned to us should be in their original and unused condition with the tags included. Any shoes returned must be in the original box received, with no tape or labels on the box itself. Please securely package all items in a box or bag so they safely arrive with us.

We will ordinarily refund the full purchase price together with the standard delivery charge paid as long as we receive your order within the cancellation period. If you chose to pay extra for express delivery, we will only refund the cost of standard delivery. Please note though that if you want to return only some items but keep the rest of your order, you may not be entitled to a refund of the delivery charge.

Refunds

Refunds will be given at the original purchase price (excluding initial delivery charge) and made to your original method of payment.

On rare occasions, some refunds may take longer than expected to process, however all refunds will be processed within 14 days. Once your Order has been refunded you will receive notification via email.

Damaged/Faulty Items

If we have made a mistake or you receive a product that is faulty, mis-described, damaged or unfit for purpose, please email orders@trapstarlondon.com with your full name, order number, details of the affected item and a description of the issue. Where possible, please include photographs showing the fault, damage or incorrect item. Our team will review the information and provide instructions on how to return the item.

If the item was purchased more than 28 days prior to the fault being identified, you should contact our customer services team who will review the fault and, if necessary, create a label for you to return the item.

The item will be examined by the team to determine the nature of any fault. If the item is found to be faulty, mis-described, damaged or unfit for purpose, we will refund you in full for the price of the item(s), including any applicable delivery charges paid by you. We will also refund any reasonable costs you incur in returning the item(s) to us.

Please note, if you return any product as faulty and on inspection we deem the item(s) not to be faulty, you may be charged for the postage costs for the item(s) to be returned. The cost of the return to you will not exceed Inpost £2.50/DPD £3 unless you opt for an express delivery option.

Your Legal Right to Cancel

You have a legal right to cancel your Contract with us within 28 days without giving any reason. The cancellation period expires after 28 days from the day on which the purchased Products come into your physical possession, or a third party other than the carrier and indicated by you acquires, physical possession of the purchased Products. In the event that you have ordered Products consisting of multiple lots or pieces of something which, as a result, are delivered on different days, the cancellation period will end 28 days after the day on which the last of the lots or pieces come into your physical possession, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise your rights to cancel, you must inform us of your decision to cancel this Contract by making a clear statement (e.g. letter or email). You can do this by emailing orders@trapstarlondon.com with your full name, order number and details of the Product(s) you wish to return. Your email will be considered a clear statement of your decision to cancel this Contract. For the avoidance of any doubt, you are entitled to exercise your right to cancel under this paragraph in relation to individual Product(s), notwithstanding that your order may have included multiple Products.

Details of your legal right to cancel and an explanation of how to exercise it will also be provided in the dispatch confirmation.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel your contract, any money you have paid (including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us)) will be reimbursed to you. We may make a deduction from the reimbursement for loss in value of any purchased Products supplied, if the loss is the result of unnecessary handling by you. You are only liable for any diminished value of the purchased goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the purchased goods you have received. We will make the reimbursement without undue delay, and not later than:

• 28 days after the day we receive back from you any purchased Products supplied; or
• (if earlier) 28 days after the day you provide evidence that you have returned the purchased goods; or
• If there were no purchased goods supplied, 28 days after the day on which we are informed about your decision to cancel this agreement.

All refunds will be made using the original payment method. Please note that it can take between 5 and 10 working days for the funds to show back in your account and that this time is dictated by your bank and is completely out of our control.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise, and in any event, you will not incur any fees as a result of the reimbursement. When returning the Products to us, you must send back the Product(s) to us by following the return instructions provided by our customer services team after you contact orders@trapstarlondon.com, without undue delay and in any event not later than 28 days from the day on which you communicated your cancellation of this agreement to us. All products must be returned in their original boxes and packaging. The deadline is met if you send back the purchased Products to us before the period of 28 days has expired. You will have to bear the direct cost of returning the Products to us. If we do not receive the order back, we may arrange to collect it from you at your cost. We suggest that you obtain proof of postage in relation to any such returns. Details of your legal right to cancel and an explanation of how to exercise it will also be provided in the Dispatch Confirmation.