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 FAQs
Standard shipping is absolutely FREE on all orders.
Priority shipping via DPD Next Day Delivery Service is £9.99.
Orders placed before 2pm are usually dispatched within 1 business day, Monday to Friday. If your order contains multiple items these may be dispatched separately.
Your shipping time will depend on which shipping method you have selected for your order, and is stated from the date your order is dispatched. Please allow an additional 1 business day for processing.
Royal Mail Tracked 48 – 2-3 business days
DPD Next Day Delivery – Next Day
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.
Yes, we’ll send you an email with your tracking number once your order has been dispatched.
You can use your order number or tracking number to track your order here.
If your order hasn’t arrived with you as expected please:
- Check your delivery address was entered correctly - 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 for you.
If you have completed these steps and you have still not received your order, please get in touch via our contact form and we will be delighted to assist.
Yes, as we use Royal Mail 48 we can deliver to PO boxes. If you have any questions or concerns regarding your delivery address, please get in touch via the contact form.
Unfortunately DPD Next Day delivery service is unable to deliver to PO boxes. Please use an alternative shipping address when placing your order.
We are unable to cancel or amend orders once they have been dispatched. If you need to make a change after placing your order, please get in touch via our contact form at your earliest convenience and our support team will be happy to assist you where possible.
Yes, you can return your order within 100 days of purchase. 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.
To begin your return, please fill out our contact form with a note of your order number, the products you wish to return and your reason for returning. Our customer service team will provide you with instructions to complete your return.
Please note that we currently do not offer free returns in our UK store, and the cost of return shipping is the responsibility of the customer. When posting your return, we advise customers to use a tracked service where possible and retain proof of postage.
We’re only able to accept returns for orders purchased on trtltravel.com. To return items ordered from Trtl’s Amazon store, please get in touch directly with Amazon’s customer service team.
To complete your return, we require your order number or proof of purchase.
We can't guarantee partial refunds or exchanges on bundles, and you may be asked to return the bundle in full to receive your refund. In line with our returns policy, all items in the bundle should be in their original condition and packaging.
Once your return is received and inspected at our warehouse, our team will process your refund within 1-2 weeks. You will be notified when your refund is processed, and your refund will be automatically credited to your original payment method within 5-10 business days, though please note this may take longer depending on your bank.
We are unable to accept or approve returns with items that are:
- Not in their original, unused condition
- Damaged or missing parts for reasons not due to our error
- Returned more than 100 days after purchase
- Missing proof of purchase
- Not purchased from trtltravel.com (e.g. Amazon orders)
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, please fill out the contact form with your order number and the reason for the exchange to begin the process
If your refund hasn’t arrived yet, please:
- Check your bank account again - your refund should show under TRTL TRAVEL on your statement
- Contact your credit card company or bank - it may take some time before your refund is posted after it has been processed by our team (typically a maximum of 30 days from your refund notification)
If you’ve completed these steps and have still not received your refund, please get in touch with our support team via the contact form.
Pre-orders are estimated to ship mid/late June. You will receive a shipping confirmation email with tracking when your order has been dispatched.
Orders containing both pre-ordered and in-stock items will be shipped separately in an effort to deliver your products as quickly as possible. You will not be charged for multiple shipments. Multiple shipping confirmation emails will be sent for purchases with in-stock and pre-ordered items.
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!
Remove the plastic insert and then wash your Trtl Pillow on a 30°C/ cool wash.
Full instructions are on the care label within the product or check out our video guide.
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.
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.
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.