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Frequently asked questions
TOP 5 FREQUENTLY ASKED QUESTIONS
Where is my order ?
The first thing to check is have you had your dispatch email? If yes, then it’s on its way.
You can track your order at the top of this page using your order number from that email.
If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us.
Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don’t have your order number with you, you can get it by logging into your account here and then by going to ‘Order History’.
How do I return ?
FAST, FREE and EASY returns!
Simply use our returns portal and receive your refund within 14 days!
Follow the simple steps below :
- STEP1
Log onto our portal – 14 days to receive your refund
- STEP2
Select one of our trusted carriers (Hermes, Royal Mail or Collect+) for a FREE 48 hour trackable returns service and print your label
- STEP3
Post it off. Make sure you keep your proof of postage.
- STEP4
Your return arrives back at wootrendy
- STEP5
Your refund is on its way.
Please allow 14 days from the date you send your items back for your refund to be received
ORDERS & DELIVERY
Where is my order ?
The first thing to check is have you had your dispatch email? If yes, then it’s on its way.
You can track your order at the top of this page using your order number from that email.
If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us.
Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don’t have your order number with you, you can get it by logging into your account here and then by going to ‘Order History’.
Why is my order late ?
Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by.
If it’s after 9pm on that date then it’s late.
If it’s before the advised delivery date and you’ve had your dispatch email, then it’s on its way.
Your delivery date has to have passed for us to be able to investigate where your order is.
On rare occasions we do come up against a bump in the road.
If your delivery date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.
Missing item(s) from my order ?
We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected delivery date has passed, then please contact us by going to ‘contact us’ tab on this page and we will sort it for you.
Why was my order cancelled ?
If you’ve placed an order and received a cancellation email from us, we’re very sorry.
This will usually be because the stock wasn’t in the warehouse when we came to process your order.
You will receive a cancellation email and a refund via the original payment method used.
The refund may take up to 7 days, this is the banking process and not something we can speed up.
Can I cancel or edit my order ?
As soon as you place your order, we’re on it – we know you need it fast.
Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse.
You’ll need to place another order or return any unwanted items.
Can I exchange an order ?
Unfortunately we don’t offer an exchange facility.
Simply return your item(s) and reorder for a replacement.
Your refund will be processed once we’ve received your unwanted items.
Item out of stock ?
Too late, you missed it!
We are a very fast paced fashion retailer and keeping up with latest trends is our bag.
This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in.
Our customer service team won’t know if a product is coming back in or not, you’ll see it first.
RETURNS & REFUNDS
How do I return ?
FAST, FREE and EASY returns!
Simply use our returns portal and receive your refund within 14 days!
Follow the simple steps below :
- STEP1
Log onto our portal – 14 days to receive your refund
- STEP2
Select one of our trusted carriers (Hermes, Royal Mail or Collect+) for a FREE 48 hour trackable returns service and print your label
- STEP3
Post it off. Make sure you keep your proof of postage.
- STEP4
Your return arrives back at wootrendy
- STEP5
Your refund is on its way.
Please allow 14 days from the date you send your items back for your refund to be received
Refunds
A refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.
It can be up to 7 days from this point for item to be received into the wootrendy warehouse, where it will be processed and refunded. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, this is dependent on your banks processing time.
The refund will go back to the payment method you used when placing your order, once we’ve done our bit you’ll get an email confirming it’s on its way.
If you’ve waited more than 14 days from the day you returned your item and have received no email from us then please get in touch by going to the ‘Contact Us’ tab on this page.
Can I exchange instead of refund ?
Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the ‘How do I return?’ section and reorder for a replacement.
Have you received my returned item(s) ?
It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.
On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
PROMOTIONS & PAYMENTS
Promotions and Discounts
We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can’t be applied later.
Having issues redeeming your discount? This might be why:
-You’re out of time! That code could’ve expired now as we run offers for a limited time.
-Trying to use two codes? Damn! We love giving you discount, but ask that you only use one code per order please.
-Check for typos. We all do it – double check you haven’t mistyped the code And re-type.
How do I use a gift card ?
Put your code into the ‘reduction code’ box at the checkout page and hit apply. It’s as easy as that!
If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.
How can I pay for my order ?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, Giftcards and prepaid debit cards.
Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.
Payment issues ?
Payment Error
If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly.
Contact your bank to ensure there are no problems with the card. After this, please contact us by going to ‘contact us’ tab on this page to submit details and we will investigate further.
To help us solve the issue for you, please include as many of the following details as possible :
-What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
-What Internet Browser you are using or if via our App (e.g. Internet Explorer , Firefox, Safari, Chrome)
-What payment method you were trying (e.g. PayPal, Visa)
-A description of the problem and what time the problem occurred
-If you get an error message, please include it in your message to us
Payment Declined
If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address.
If the above doesn’t help, your Credit Card Company or bank will have more information.
If using PayPal, please contact PayPal directly if your payment has been declined.