TrustWilliam

"Chose cheap delivery, still got here next day, flawless."

"A great product and prompt, efficient service. Superb. A+++"

"Thank you very much, speedy service, efficient, thank you"

We aim to despatch your order within 24 hours of receipt. We aim to deliver to you within 48 hours after despatch, during working days, payment verification and stock permitting. We deliver to all addresses in the UK, with the exception of the Channel Islands. Unfortunately we are currently unable to deliver to the Republic of Ireland or other overseas’ addresses.

If you have any Trust William shopping or order queries please don’t hesitate to get in touch.

Telephone Number:

0800 046 1846

Opening hours: 08:30 to 17:00, Monday to Friday Closed Saturday, Sunday & Bank Holidays

Email Address:

customerservices@trustwilliam.com

Addresses:

Customer service:
Freepost RRYS-XZLZ-HXGB
Trust William Limited
11 Stanhope Gate
London
W1K 1AN

Returns: Trust William Returns
Freepost RRYU-KJCL-AHZH
Concept House
Brackenbeck Road
Bradford
BD7 2LW

Product Questions

For further information and queries on our products please email us at: customerservices@trustwilliam.com

Buying from Trust William is easy. Just follow these simple steps:

Browse through our product range online

Put an item in your shopping basket by clicking the "Add to basket" button on the product page.

Review the items you’ve chosen in your shopping basket. To delete an item from your shopping basket, click on the 'Remove' button next to it.

Continue shopping by selecting the "Continue Shopping" button.

You can also view the items in your basket, whilst you continue shopping, by clicking on the "Shopping Basket" option at the top of the homepage
Please be aware that placing an item in your basket does not secure it for you and it can still be purchased by another customer. So may we suggest that you complete your order as soon as possible.

Complete your order by selecting "Checkout" and then follow the steps that appear on your screen.

Enjoy what you’ve bought.

If you need any further assistance with placing an order, please contact our Customer Services’ Team on 0800 046 1846 , who are there to help.
Please note that all orders are subject to acceptance and product availability. The prices listed on the Trust William website are correct at the time of entering the information; however, we reserve the right to change the prices of any products at any time.

You can correct errors on your order up to the point at which you click on ‘Submit Order’ on the Payment Page of our ordering process. Unfortunately we can’t amend/change orders once they have been submitted. So if you’re unhappy with your order details you’ll need to cancel your original order and place a new one containing the correct details. With a new order, you may find that there are changes to your delivery timescale and/or the price you pay for the item (as you'll be charged the current selling price on the day you amend or cancel the order).

If you have submitted your order and received a confirmation e-mail, you can still cancel your order within 12 hours of placing it. Please phone Customer Services on 0800 046 1846, or send an e-mail marked “Urgent Cancellation” to customerservices@trustwilliam.com Please ensure that you include your name, address and product order reference.

If you wish to cancel your order after 12 hours of the order being placed, please wait until you receive the product(s) and then follow our Returns Procedure.
William’s Promise means that we operate a no-quibble policy. If for any reason you are unhappy with your purchase, you can return it to us within 30 days of despatch. By law you also have the right to cancel the contract for the purchase of any item within a period of 7 working days. As soon as we receive notice of cancellation of your order, we will refund the relevant part of the purchase price for the item together with the item’s normal postage charge.

You may always return any item purchased from Trust William. As part of William’s Promise, we operate a no-quibble 30 day returns policy.

Please contact Customer Services 0800 046 1846 to get a returns number. Please complete the returns card in your parcel, including the returns number, noting why you are returning your product(s) and if you would like an exchange or refund.

Put the product(s) inside the packaging and send it freepost to:

When returning items we’d recommend that you obtain proof of postage. We cannot accept responsibility for parcels lost in transit.

If you request an exchange we will despatch a replacement upon receipt of the original item. This will involve placing a new order and taking payment details from you again. Shipping costs are not due on the exchange order. If you are requesting a refund this will be credited back onto your card upon receipt of the original item.

Please note that the delivery charge on the original order is non-refundable for exchanges and refunds.

If your goods are damaged or faulty when you receive them, please do the following:

Call our Customer Services’ team on 0800 046 1846 or e-mail customerservices@trustwilliam.com who will advise you how to return the product(s) to us.

If you request a refund or exchange due to faulty goods, we will assess the faulty product(s). If they are faulty, we will refund you the value of the product(s) and the original delivery charge, or arrange an exchange for which you will not be charged additional postage. This does not affect your statutory rights.

We respect your privacy and we believe that we should always be transparent in everything that we do that concerns you. We’re dedicated to being crystal clear. Our Privacy Policy has been provided and approved by website privacy policy provider LegalCentre.co.uk.

This Privacy Policy, together with our terms of use, provides an explanation as to what happens to any personal data that you provide to us, or that we collect from you. We do update this Policy from time to time so please do review this Policy regularly. Trust William Limited is a registered data user under the Data Protection Act. If you have any requests concerning your personal information or any queries with regard to our processing please contact us at customerservices@trustwilliam.com.

Information Collected

In operating our website we may collect and process the following data about you:

i. Details of your visits to our website and the resources that you access, including, but not limited to, traffic data, location data, weblogs and other communication data.

ii. Information that you provide by filling in forms on our website, such as when you registered for information or make a purchase.

iii. Information provided to us when you communicate with us for any reason.

Trust William does not collect details of payment cards used.

Use Of Your Information And Your Preferences

We will use your information to provide and personalise our service. We will also use your contact details to communicate with you. We may use your information to send you offers and news about products and services or those of other carefully selected companies which we think may be of interest to you. We may contact you by post, e-mail or telephone for these purposes.

Once you have registered to use trustwilliam.com, you will be provided with access to a "My Account" page that will allow you to tailor our commercial communications to your preferences. To change your contact preferences simply click "My Account" in the top frame and follow instructions.

Your views are vital to help us improve our service. From time to time, we may contact you by post, email or telephone to ask your opinions.

Please note that there may be instances where it may be necessary for us to communicate with you, in any event, for administrative or operational reasons relating to our service.

Disclosures Of Your Information

We will never pass your personal data to anyone else, except for any successors in title to our business and suppliers or agents that process data on our behalf both in the UK and abroad, including, for example, credit reference agencies and fraud prevention agencies. We may also use and disclose information in aggregate (so that no individual customers are identified) for marketing and strategic development purposes.

Orders

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

Other Websites

Our website may contain links to other websites which are outside our control and are not covered by this Privacy Policy or our terms and conditions. If you access other sites using the links provided, the operators of these sites may collect information from you which will be used by them in accordance with their privacy policy, which may differ from ours. We cannot be held responsible for material displayed on any third party website.

Cookies

"Cookies" are small pieces of information sent by a web server to a web browser, which enables the server to collect information from the browser. You can find out more about the way cookies work on http://www.cookiecentral.com. www.trustwilliam.com uses cookies for a number of purposes, for instance to enable us to simplify the logging on process for registered users, to help ensure the security and authenticity of registered users, to provide the mechanisms for online shopping and to enable traffic monitoring.

Non-registered visitors of the site are sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile. In addition, any visitor who has clicked on a trustwilliam.com advertisement on another site that links to trustwilliam.com will be sent a semi-persistent (e.g. two weeks’ lifetime) anonymous cookie that will allow us to analyse advertising effectiveness and manage our relationship with affiliate sites.

Whilst you do not need to allow your browser to accept cookies in order to browse much of our website or to access many of our services, you must have cookies enabled if you wish to shop online or access any areas reserved for registered users. Most browsers allow you to turn off the cookie function. If you want to know how to do this please look at the help menu on your browser. As described above this will restrict the online Trust William services you can use.

Our advertisers may also use cookies, over which we have no control. Such cookies (if used) would be downloaded once you click on advertisements on our website.

Use of Your Information

The information that we collect and store relating to you is primarily used to enable us to provide our services to you. In addition, we may use the information for the following purposes:

i. To provide you with information requested from us, relating to our products or services. To provide information on other products which we feel may be of interest to you, where you have consented to receive such information.

ii. To meet our contractual commitments to you.

iii. To notify you about any changes to our website, such as improvements or service/product changes, that may affect our service.

If you are an existing customer, we may contact you with information about goods and services similar to those which were the subject of a previous sale to you.

Further, we may use your data, or permit selected third parties to use your data, so that you can be provided with information about unrelated goods and services which we consider may be of interest to you. We or they may contact you about these goods and services by any of the methods that you consented at the time your information was collected.

If you are a new customer, we will only contact you or allow third parties to contact you only when you have provided consent and only by those means you provided consent for.

If you do not want us to use your data for our or third parties you will have the opportunity to withhold your consent to this when you provide your details to us on the form on which we collect your data.

Please be advised that we do not reveal information about identifiable individuals to our advertisers but we may, on occasion, provide them with aggregate statistical information about our visitors.

Personal Data Access Rights

You have a right to access the personal data that is held about you. To obtain a copy of the personal information Trust William holds about you, please write to us at the following address: Privacy Officer, Trust William Limited, 11 Stanhope Gate, London, W1K 1AN, enclosing your postal details and a cheque for £10 payable to Trust William Limited.

You have a right to access the personal data that is held about you. To obtain a copy of the personal information Trust William holds about you, please write to us at the following address: Privacy Officer, Trust William Limited, 11 Stanhope Gate, London, W1K 1AN, enclosing your postal details and a cheque for £10 payable to Trust William Limited.

Data that is provided to us is stored on our secure servers. Details relating to any transactions entered into on our site will be encrypted to ensure its safety.

You have a right to access the personal data that is held about you. To obtain a copy of the personal information Trust William holds about you, please write to us at the following address: Privacy Officer, Trust William Limited, 11 Stanhope Gate, London, W1K 1AN, enclosing your postal details and a cheque for £10 payable to Trust William Limited.

Please note: Trust William does not store any credit card information on any of its servers.

You have a right to access the personal data that is held about you. To obtain a copy of the personal information Trust William holds about you, please write to us at the following address: Privacy Officer, Trust William Limited, 11 Stanhope Gate, London, W1K 1AN, enclosing your postal details and a cheque for £10 payable to Trust William Limited.

The transmission of information via the internet is not completely secure and therefore we cannot guarantee the security of data sent to us electronically and transmission of such data is therefore entirely at your own risk.

You have a right to access the personal data that is held about you. To obtain a copy of the personal information Trust William holds about you, please write to us at the following address: Privacy Officer, Trust William Limited, 11 Stanhope Gate, London, W1K 1AN, enclosing your postal details and a cheque for £10 payable to Trust William Limited.

Where we have given you (or where you have chosen) a password so that you can access certain parts of our site, you are responsible for keeping this password confidential.

Disclosing Your Information

The transmission of information via the internet is not completely secure and therefore we cannot guarantee the security of data sent to us electronically and transmission of such data is therefore entirely at your own risk.

We may also disclose your personal information to third parties:

i. Where we sell any or all of our business and/or our assets to a third party.

ii. Where we are legally required to disclose your information.

iii. To assist fraud protection and minimise credit risk.

Refer-a-friend promotion - Terms & Conditions

The offer of a free gift is subject to the terms and conditions of this promotion and stock levels permitting. We reserve the right to substitute a similar gift. You qualify for the free gift when the friend you recommended spends at least £30 (net of any refunds or returns) on their first order. Aromatherapy Associates products do not count towards the order value. There is no restriction on the number of friends you submit, however you must only submit names of friends who are 18 years or older and resident in the UK (excluding the Channel Islands). You will only receive one free gift.

It is important that you obtain the permission of the person you wish to refer. Trust William will inform that person from where we received their details on initial contact.

The free gift will be given provided where your friends’ details are not already on our database.

We reserve the right to refuse credits or gifts to those who advertise this service on third party sites.

Discount vouchers may not be used in conjunction with any other offers. Under no other circumstances will cash be offered instead of gifts. No referrals can come from the same address, even under a different name. Incomplete or incorrect submissions will be invalid - please take care. No individual may be referred twice.

We will match your friends’ details against our orders based on redemption of the specific promotion code. Your friends’ have until midnight on Saturday 28th February 2009 to place an order. We will use our best endeavours to contact your friends’ to get the referrer’s details so we can send them the gift as well.

Third Party Links

You mind find links to third party websites on our website. These websites should have their own privacy policies which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.

Access To Information

The Data Protection Act 1998 gives you the right to access the information that we hold about you. Please note that any demand for access may be subject to payment of a fee of £10 which covers our costs in providing you with the information requested. Should you wish to receive details that we hold about you please contact us using the contact details below.

Contacting Us

We welcome any queries, comments or requests you may have regarding this Privacy Policy. Please do not hesitate to contact us at customerservices@trustwilliam.com or 11 Stanhope Gate, London, W1K 1AN