Frequently Asked Questions

Got a question about our products, looking for delivery information or want to get in touch about a press opportunity? We might have the answer for you in our FAQ's

Looking for information about delivery in time for the holidays? See our Holiday Shipping Page. 

Delivery

  • How much does shipping cost?

    All UK orders are shipped via Next Day Delivery and is FREE for all UK customers.

    Delivery for our customers outside of the UK costs £9.95.

  • Do you ship internationally?

    Yes we do! You can select your country for international shipping on our delivery page.

    Delivery for our customers outside of the UK costs £9.95.

  • Do I need to pay customs/import or sale tax on my International order?

    Due to Brexit, all orders shipping from the UK to the EU may be subject to additional charges. 

    The EU started charging duties on all orders shipping from the UK on 1st January 2021. (If you are receiving packages within the UK, you're safe!)

    Any order shipped from the UK may be held by customs until you pay additional import duties on the order, and they won't let us collect or estimate it in advance. Note that we're required to include the original (not discounted) prices and shipping costs in the total declared to your government. Sales tax and other fees are due on all EU orders and also collected by your local customs authority and/or the shipping carrier.

    On the day your package arrives into your country, customs will use that day's currency conversion rate, the total amount you paid for your order, plus the amount we paid for shipping (even if you had free shipping on your order!) to figure out how much to charge you.

    This is also causing parcels to take upwards of two weeks to arrive to countries within the EU.

    International orders are subject to duties and taxes; we're not permitted to pay or collect these on your behalf and you'll be required to pay these fees to the customs authority or shipping carrier (or separately to both). 

  • When will my items be despatched?

    Orders placed before 9am GMT are usually dispatched 1 business day after the order has been placed.(Business days are Monday - Friday). If your order contains multiple items these may be dispatched separately. 

  • How long will it take for my order to arrive?

    We offer FREE next day delivery for all our UK orders provided by UK Mail.

    Orders placed before 2pm GMT are usually dispatched 1 business day after the order has been placed. (Business days are Monday - Friday). If your order contains multiple items these may be dispatched separately. 

    You can find more information regarding shipping time frames and additional charges at the link below.

    Delivery Information

    We aim to fulfil all our orders by their estimated delivery date, however shipping times are out of our control once your package leaves us.

  • Can I track my order?

    We’ll send you an email with your shipment information and tracking if this is available after your order has been dispatched.

  • What if my order hasn't arrived?

    If your order hasn’t arrived please:

    Check your delivery address was entered correctly, please contact us if there are any errors.
    Check the delivery timeframe, if you have reached the estimated delivery date, please wait an additional 24 hours for any deliveries to be completed.
    Check with your neighbours to confirm whether they have accepted your parcel.
    If you have completed these steps and you have still not received your order, please contact us at hello@trtltravel.comand we would be delighted to assist.

Returns

  • Can I return my order?

    Our returns policy lasts 100 days. To begin your return please email us at hello@trtltravel.com with a note of your order number or copy of your receipt.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    You can find more information regarding returning your order at the link below.

  • Can I return orders bought from Amazon?

    We’re only able to accept returns for orders purchased on trtrtravel.com

    To complete your return, we require a receipt or proof of purchase.

  • When will I receive my refund?

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

  • When would I not be eligible for refund?

    There are certain situations where only partial refunds are granted (if applicable)

    Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

    Any item that is returned more than 100 days after delivery.

  • Do you offer an exchange?

    We’re happy to exchange any faulty or defective items purchased directly from our website.
    If you need to exchange your product for the same item, send us an email at hello@trtltravel.com to begin the process.

Products

  • How does the Trtl Pillow work?

    1. Separate the velcro and extend your Trtl Pillow

    2. Position Trtl Pillow internal support wherever is most comfortable - either side or under your chin

    3. Wrap and Nap!

    Watch the Video here

  • How do I wash the Trtl Pillow?

    Remove the plastic insert and  then wash your Trtl Pillow on a 30° cool wash.
    Full instructions are on the care label within the product or check out our video guide

  • How do I use the Trtl Pillow Plus?

    Hold the support in one hand and loop the scarf around the back of your neck.
    Push in and twist the dials to adjust the height of your support.
    Wrap the scarf around your neck and secure using the velcro on the outside of the support, covering the dials.
    Check out our video for more info.

  • How do I wash the Trtl Pillow Plus?

    The scarf of the Trtl Pillow Plus is fully machine washable. We recommend removing the internal support from the scarf one wing at a time and then pulling the fabric over the toggles. Wash on a cold (30°C) cycle and then drip dry. Then all you need to do is reinsert the internal support one wing at a time. You will find more instructions on your set up guide which is included with your Trtl Pillow Plus.

  • How to I put on the Trtl Compression Socks?

    Turning the sock inside out up to the heel, sliding your foot in, and then unrolling the sock up your leg is the easiest way to put them on.  The key thing with compression socks is that they are smooth on your leg - there should be no wrinkles in the socks, and the cuff should not be folded down.