| How To... This page offers guidance in areas where you may need reassurance and aims to provide an in-depth answer to questions some customers have felt it necessary to ask; the information appears in sequence. |
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HOW DO I MAKE AN ORDER? Back To Top From the home page you can click on the section you require, view the items on offer, click on the picture for more information and if you wish to select the item simply choose a size and colour towards the bottom of the screen and click the word add to place the item into your basket; you are not in anyway committed to purchasing the item in your basket until you have confirmed the contents of your basket and completed the simple checkout and payment processes. There are prompts at every stage of the procedure and you click on the appropriate response as you progress through the order process entering the relevant personal information where requested. HOW DO I KNOW MY PERSONAL DETAILS ARE SAFE? Back To Top As we only hold your name, address, telephone number and email address and none of your sensitive information, you can be quite sure that your payment details can not be stolen from our office. When you enter the sensitive data as part of the order process you might notice the http:// will change to show https:// and a padlock symbol appears down on the bottom of your screen; this lets you know that the page you are on conforms to the highest standards available. Whilst our own site is secure too we do not need to display https:// status as we do not have your credit card details on our system. HOW DO I OPEN AN ACCOUNT? Back To Top You do not need to open an account with us prior to shopping and this term is not used to mean 'on account' i.e. where goods are dispatched before payment has cleared. HOW DO I CHOOSE A DELIVERY ADDRESS? Back To Top You should provide us with an address where someone will be in to sign for your parcel when it is delivered; if you are normally around but do the school run or might pop out for an hour you could use your home address but give us additional information. You may have a neighbour who would be able to sign for your parcel or it may be appropriate to leave the parcel in a 'safe place'. If you know that nobody is going to be at home it may be easier to have it delivered to your partners work address or your own. HOW DO I MAKE A SUCCESSFUL PAYMENT IN PROTX Back To Top Whilst you are in the secure Protx system you must not use the back button as this action will cause your transaction to fail (an error message will show). Your attempt will show on our system as an unfinished order which we can bring live at your request and by you providing us with the necessary information. You must enter the cardholder's name exactly as it appears on the card and the billing address must match the address as shown on the card statement. Authorisation may be declined if the details entered do not correspond, and you will need to enter your details again if you fail to supply any of the requested information; enter the card number without any spaces. WHO ARE PROTX AND WHAT DO THEY DO? Back To Top Protx provide secure online payment solutions and allow the various parties involved in the process to collect details securely and make sure that they are correct. Your card details are sent to the Acquiring Bank who send the details to your Card Issuer for authorisation who send the results to the Acquiring Bank who send them back to Protx who send the authorisation results to you and to Trekwear to confirm; this entire process takes less than 3 seconds to complete and is transmitted using 128 bit SSL encryption. Protx operates an https:// secure site and the padlock symbol shows when you enter the relevant page. WHAT IS SSL ENCRYPTION? Back To Top Secure Sockets Layer with an encryption key length of 128 bits which is the highest commercial level available and allows your confidential information to travel safely. The security of information, transactions and money are vital to our business and remain a top priority. CAN I USE MY PAYPAL ACCOUNT? Back To Top Paypal payments are accepted and your payment to us is credited immediately. HOW CAN I PAY WITHOUT A CREDIT CARD? Back To Top We are happy to accept payment via cheque if you prefer not to use an electronic method and we ask that you contact us to allow a manual order to be raised which will be dispatched once your payment has cleared. Cheques should be made payable to 'Trekwear' and sent to the following address: Trekwear, Unit 1, Gardeners' Farm Business Park, Sherfield English Lane, Romsey, Hampshire, SO51 6EJ. HOW DO I ADD ANOTHER ITEM TO MY LIVE ORDER? Back To Top As we do not hold your credit card details we cannot add another amount to your original transaction; we can process a new payment and, providing you have telephoned us with your order number and payment details before your parcel has been dispatched, we are happy to include the additional item with your original order and you will not incur another delivery charge. A manual invoice will be raised showing the additional item(s) ordered and paid for and will be included with your parcel. HOW DO I CHANGE MY ORDER? Back To Top If you notice that you have made a mistake and wish to change the details of an item you have already ordered we can alter the details and provide the correct item in your parcel. We can only do this for you if the parcel has not yet been dispatched. HOW DO I KNOW WHEN TO EXPECT MY PARCEL? Back To Top You will receive an email advising you that your order has been dispatched and this will contain the job reference number to use directly with the courier which you may link to via our home page. If your message states that your parcel has been sent via Royal Mail First Class Post your order should arrive with you accordingly. HOW DO I LOCATE A 'MISSING' PARCEL Back To Top If your parcel has been dispatched via Parcelforce the job reference number may be entered into the Parcelforce website for the latest information regarding your delivery; you may use the link with Parcelforce on our home page if you wish. If your parcel has been dispatched via Royal Mail First Class Post and failed to arrive, we ask that you check with your local Post Office if it has been left there for you and, if appropriate, also ask your neighbours if they have taken in a parcel for you. Royal Mail does not consider post to be lost until 15 working days have past since the date of dispatch and we ask that you contact us as soon as you believe your parcel may be lost and we will do our best to assist. HOW DO I RETURN AN ITEM? Back To Top You read the information contained under Customer Services - Exchanging and Returning. HOW DO REFUNDS HAPPEN? Back To Top Should it become necessary we are able to process a refund through the Protx system against the credit card originally used to complete the transaction; we can also process refunds through Paypal and raise manual cheques. Your refund will normally be processed within 5 days and you will receive confirmation from Trekwear via email that we have carried out the necessary action. |
