Frequently Asked Questions

Definitions

What does try before you buy mean?

We give you the consumer the opportunity to try the clothes on in your own home or work place. If you are not entirely happy with the items we will return them back to store that same day.

What is eco-delivery?

All our deliveries are completed on Electric cargo bikes, so our deliveries produce zero emissions.

What does standard delivery mean?

This is a same-day delivery. You select the delivery slot that suits you and your order will be delivered within that window.

Delivery

Do you deliver only in London?

Currently our delivery service is only available in London. However, we will be expanding our delivery to other major cities before the end of 2020.

What is the delivery cost?

Standard same-day delivery costs £8.95. Try Before You Buy delivery costs £13.95.

How long will it take?

When you order you specify your hour delivery slot and we aim to have your goods to you in the allotted time-frame.

What if I have accidentally ordered the wrong item?

You can contact us through the app and we can sort out any issues that you may have with your order.

How does the returns work?

If you have chosen the Try Before You Buy option, we will give you approximately 15 mins to try your items on and if you want to return any you can just return the items to the rider, who will return them straight back to the store.

What if my items doesnt arrive?

You can contact both the support team or the driver to find out where you items are.

How long do I have to try my items on?

We provide 15 mins, however this is dependent on the number of items ordered, we can be more flexible if you have a larger order.

Why is my order late?

We will make sure to contact you if for any reason we are late. If the reasoning is within our control we will provide you with compensation of your delivery charge.

Can I track my delivery?

We don't currently have the capability to track orders. You can however see when your item was collected by the rider and on-route. You also have their contact number should you need to find out how far away they are.

What if I have to leave before my order arrives?

If you have to leave before your items arrive you will need to contact the support team, who will help you rearrange your delivery to a time that best suits you.

Can I cancel an order?

If the order has already been collected than we cannot cancel the order. If you want to cancel an order before then you will need to get in contact with the support team and they can help you with this process.

Can I order from more than one shop in the same order?

Unfortunately, you can only order from one shop at a time.

How do I access the status of my order?

If you go to the active orders section you will find your current order there. Any previous orders can be found in completed order section and any orders that have been refunded or partial refund will be found in the refunded order section.

Can I get the order to another address?

You can add as many different delivery addresses as you like. When you are placing your order we will ask you where you would like it delivered to, at this point you can either choose an existing address or add a new one.

General

Can I invite friends to join?

There is an invite code which can be found in the profile section and this allows you to share your personal code. We will give you 1 free delivery for every referral.

Do I get money back if I return all my items?

If you order over 3/4 items we will give you 25% off your next delivery charge, if you return all your items.

Where will my delivery rider wait while I try my items on?

The driver will be waiting outside as to not encroach on your privacy. There is a timer on your app letting you know how long you have left to try on.

Will my order be insured should there be any issues?

All our orders are underwritten by Lloyds of London.

App has frozen

Close the app and restart the application. If this doesn't work, contact us at info@tryd.co.uk.

When will the money be taken from my account

The money is taken instantly and held in the retailers stripe account until the order has been delivered to you.

Can I access the app in any other country

You can access the app in other countries but you can only purchases from shops in London.

Can I add another phone number to my account?

You can change your number at any time in the Profile section under the Change number.

How do I cancel my account?

Please email info@tryd.co.uk and we can deal with your request.

Is it safe to make payments like this via a mobile phone

Yes. our payment provider is Stripe and they will secure all your payments.

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