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FAQs

I've returned my order - when will I receive my refund/exchange?

It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return, letting you know whether a refund or exchange has been processed. This is usually within 1-3 working day of receiving your return into our warehouse.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer.

UK Bank Holiday Delivery

All orders placed over the UK Bank Holiday will not be despatched till the next working day.

If you place your order after 3pm on the Friday or over the UK Bank Holiday weekend this will not be dispatched till the Tuesday. 

The item I want is out of stock

If the product you're after is out of stock, please sign up to our newsletter to be notified of restocks straight to your inbox. Alternatively feel free to tweet us @Trackzy_ and we will do our best to let you know.

I would like to amend/cancel my order

If you would like to cancel or amend your order, please get in touch with our Customer Service Team and a member of the team will happily assist.

Due to the expedited nature of the picking and packing process, we cannot always guarantee that order(s) can be cancelled or amended. We suggest getting in touch immediately for any requested changes.

Please note, if we cannot adhere to your request, you will be responsible for any return costs of the item(s). Necessary refunds will be processed once items are back on our premises and will be confirmed via email.

Undelivered Parcel

If your parcel is returned back to us as undelivered, your items will be automatically refunded and an email will be sent advising you will have to place the order again. 

Your parcel will be held at the post office for 18 days and this is your responsibility to arrange for a re-delivery, 

Have you received my return?

Once we have received your return we will be in contact to advise, please allow up to 7 working days for you refund or exchange to be processed. If you have tracked you parcel and it has been delivered to us please allow 3 working days for this to be processed. Please fill in the return form over on the delivery page this will inform us of your return.

I have chosen the incorrect size/item

If you have accidentally chosen the incorrect item or size in your order, please contact us immediately by submitting a request.

We would advise doing this as quickly as possible due to the expedited nature of the picking & packing process.

Should you wish to change an item but you are too late, you will be liable for the return cost should you wish to exchange it.

Do I need to sign for my UK delivery?

You do need to sign for your delivery, we understand that you might not be at home to sign for your parcel; please check your tracking details for updates and to rearrange your delivery. 

You will need your tracking number which would of been sent to you on your shipping confirmation/text message or email.

Please check your tracking details for any updates before contact us. 

I can't log in to my account

Thank you for your enquiry.

We are sorry to learn you have experienced issues when trying to access your online account. We can assure you that your details and personal information are perfectly secure.

We will email you your login details so you can reset your password for your online account if you can send an email to hello@trackzy.co.uk

Information Check

We may run some checks on the details that you have provided before we ship your order. These checks are to verify your Address and Payment details. If your order is deemed to be fraudulent this will be refunded and a full investigation will be applied.

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