Frequently Asked Questions

Orders placed before 7pm are typically dispatched the same day, Monday to Saturday. If your order contains multiple items or a bundle, these may be shipped separately. Please allow the estimated timeframe on your selected shipping method for all parts of your order to arrive.

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.

Standard Shipping
Royal Mail – 2-3 business days

Priority Shipping

Royal Mail - 1-2 business days

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.

If you are shopping from outside UK, please select your region from the list below:

US | EU | Middle East | Asia Pacific | Canada | Australia | Global

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 can’t guarantee cancellation or amendment after your order has been placed, and can’t make changes once your order has begun processing. However, if you need to make a change after placing your order, please get in touch via our contact form as soon as possible 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 then provide you with a prepaid Royal Mail return label and the next steps to complete your return.

While we provide return labels for your convenience, please note that we do not offer free returns. A fee of £2.95 is applicable to all returns to cover postage and handling, which will be deducted from your refund amount.

When posting your return, we advise customers to use a tracked service where possible and retain proof of postage.

Return eligibility

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. 

Depending on timing, you may be able to cancel a pre-ordered item by contacting our customer service team here. Please include your order number in your request.

Step 1: Open and extend your Trtl Pillow, holding the central grip in one hand and the scarf in the other, and place the scarf behind your head.

Step 2: Position the curved support to either the left or right of your head, wherever feels most comfortable for you. 

Step 3: Wrap the scarf around your neck, securing the hook & loop fastening to your desired comfort level. It should be snug enough to feel secure, with room to relax.

Click here for more details & video instructions

Remove the plastic insert and then wash your Trtl Pillow on a 30°C/ cool wash.

Click here for more details & video instructions.

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.
Click here for more details & video instructions.

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.

Click here for more details & video instructions.

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.

Click here for more details & video instructions.

Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.

The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.

Just shop on Merchant Site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa or Mastercard).

If you've used Clearpay before, just log in to your Clearpay account.

Then complete your order!

Take a look at the ​Clearpay Shop Directory​to check out our amazing partners where you can use Clearpay.

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.

Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.

Other eligibility criteria apply. See Clearpay Terms of Service for further details.

Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.

If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

If you cannot make a payment, please contact Clearpay here.

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.

Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.

Clearpay orders are delivered within our standard delivery timeframes like any order from Trtl.

Yes, your order value including shipping must be below £1200 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.

Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.

 Items purchased with Clearpay follow our standard return process.

Please note, refunds for Clearpay purchases will be refunded from uk.trtltravel.com ​to Clearpay. We cannot provide an exchange or cash refund.

When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.

You can view the details by logging in to your Clearpay account.

Visit the Clearpay website h​ere​for a comprehensive list of FAQs, Clearpay Terms of Service ​here, and Privacy Policy h​ere​.