Are deliveries taking longer due to Covid-19?
We are meeting our dispatch aim of 1-3 days from receiving an order however we are aware that Royal Mail and some couriers are taking longer than usual to deliver. You can find out more here.
Do you deliver outside of the UK?
Yes, we can deliver most items to addresses outside of the UK but this does incur additional charges. Please visit our International Delivery page for more information. Please note that our charges and terms for international delivery may change as a result of Brexit.
How much does UK delivery cost?
If you spend £45 or more Royal Mail 1st class delivery is free.
On orders less than £45 we charge £1.50 for selected small or lightweight items and £2.80 for everything else.
Most UK orders are sent by Royal Mail 1st class post. Some high value or large orders may be sent on a tracked/signed for service or by courier.
Some products are excluded from these rates but where applicable details are provided on the product page.
Please visit our International Delivery page for information on delivery to non-UK addresses.
How long do deliveries take?
We aim to dispatch items within three working days of an order being received.
Most UK orders are sent by Royal Mail 1st class post who aim to deliver the next working day. Some high value or large orders may be sent on a tracked/signed for service or by courier and may take longer but we will advise you of this once we've received your order.
International orders are sent using Royal Mail's International service and take between 3 and 7 days.
Items such as signs and nightlight holders that are dispatched by the Trail Managers may take longer to arrive.
Can I track my order?
We do not offer order tracking on UK deliveries although we may use tracked and/or signed services on high value orders.
If your items have not arrived within 7 days of you placing your order then please contact us at firstname.lastname@example.org. If we do not hear from you about a missing parcel within 14 days of your order being placed then we may not be able to replace the items.
What is your returns policy?
We want you to be totally satisfied with your purchase. If for any reason you are not entirely happy with your order, whether you have changed your mind or we have made a mistake, please contact us within 14 days of receiving the item.
Items that are made to order or personalised cannot be returned or refunded unless faulty.
If goods are received in a faulty condition then you are entitled to a replacement product, or a full money refund, including postage and return postage.
If you have changed your mind about an item you are entitled to a full money refund, excluding postage and return postage.
You must return the goods in their original condition with their original packaging and tags. We always recommend using a recorded delivery service and keeping proof of postage as we cannot be held responsible if return items are lost in transit.
Once we have received the returned item we will process a refund or arrange an exchange. Refunds will be issued using the same payment details that were used to purchase the items. Please allow 14 days for returns to be processed.
If you have any questions regarding delivery or returns please get in touch by email email@example.com or write to The Trails Shop, 63 Delph Hill Road, Halifax HX2 7EE, UK.