FAQs
Answers to some frequently asked questions. If you can’t find what you’re looking for here, please get in touch at 0800 046 1846.
DELIVERY AND RETURNS
What do I do if I am not happy with a product?
You can return it to us, under our no quibble guarantee by following the Returns Procedure.
What delivery service does Trust William provide?
We use the Royal Mail for the majority of our orders. Our aim is to dispatch orders as soon as we receive them and get them to you within 48 hours.
Where are Trust William products sourced from?
We source our products from around the world. The focus for us is to provide natural products from renewable sources. We are committed to providing the highest quality products that we possibly can.
Why does Trust William not ship products to other countries?
Currently we are only able to ship products to the UK (excluding the Channel Islands). We are reviewing our arrangements for overseas shipping
ACCOUNT QUESTIONS
How do I register as a user on the Website?
To register as a new user click on 'My Account' and enter your details in the fields provided. You must fill out all the fields marked with an * in order to complete the registration process.
I have forgotten my password, how do I get a new one?
If you forget your password you can use our password reset service. Simply go to 'Forgotten your password' within 'My Account', enter your email address when asked and we will email you a link to change your password. The email should normally arrive within 5 or 10 minutes. If you do not receive an email please check your spam or junk folder before contacting Customer Services.
Who do I contact if I'm having trouble logging in?
You can contact Customer Services by email at customerservices@trustwilliam.com.
How can I change my password?
If you would like to change your password, please click the 'My Account' link which can be found at the top right of this page. Once logged in, you can change your password in the personal details section by clicking the 'change' link next to 'Password'. First enter your current password, then enter your new password twice, click 'change' and you are done!
How can I view/change my account details?
PRODUCTS AND ORDERING
How do I find the product I am looking for?
You can find the product that you are looking for by clicking on the menu at the top of the page or by using the 'Search' facility, which will search the entire Trust William range.
How do I find out information about a product?
A short product description will immediately appear with the image of the product and its price. You can click on the product to view the complete description of the product you are interested in.
How do I know the item I want is in stock?
When you view your shopping basket its stock status is shown. It is our objective to keep the full range in stock at all times. If a product is out of stock we suggest you return at a later date to order it.
How can I check/change my order?
You can check your order before it has been finalised by clicking on Shopping Basket'. This will show you all the items in your order along with its sub total. You can change your order by clicking the 'X' remove box on the product you wish to remove from your order or by changing the quantity of a product should you wish to have more than one of a particular product. If you change the quantity of an item you must click on 'update' afterwards.
How much do you charge for delivery?
we charge on a cost per weight regime. we guarantee no order in the UK will be over £5.00
Can I keep track of my order?
We use 1st Class Royal Mail for delivery as the most cost effective and efficient way of delivering your order. This has no tracking facility.
What do I do if any of the products I receive are damaged?
Please call our FREEPHONE Customer Services Line on 0800 046 1846.
What do I do if you've sent the wrong item?
Please call our FREEPHONE Customer Services Line on 0800 046 1846.
Are my credit card/debit card details secure?
We use the latest encryption methods and provide physical security for our data servers.
ABOUT SSL CERTIFICATES
http://www.trustwilliam.com is a VeriSign Secure Site. The VeriSign Secure Site Program allows you to learn more about websites you visit before you submit any confidential information.
Who do I contact if I have a query about my online order or delivery?
Please call our FREEPHONE Customer Services Line on 0800 046 1846 or email customerservices@trustwilliam.com.
Who do I contact to place an order by telephone?
Just call our FREEPHONE Order line on 0800 046 1846. Lines are open 8.30am to 5pm Monday to Friday. Trust William Customer Services is closed on Saturday,Sunday and Bank Holidays, but please visit us any time at www.trustwilliam.com.
What if I try the product and I am unhappy with the results, can I still get a refund?
No, unfortunately we are unable to refund used products.
Do I have to pay to return products that are faulty or damaged?
What if my goods have not arrived within the timescales?
If after 10 days your order has not arrived, contact us and we will resend you the items.
What are the delivery times?
Your order will be delivered with your usual post.
What happens if I am not in to receive my delivery?
Most products will go through the letter box, otherwise it will be at the postman’s discretion, but he is likely to leave it at the door or leave you a card telling you how you can collect your package in person.
What if I have lost my returns slip, how do I return my item/s?
Call or email Customer Services, get a returns number, note this on a slip of paper with the product description and value if possible and post this with the products back to us.
How long do I have to wait to receive a refund?
A maximum of 14 days.
Do you sell gift vouchers?
This is something we are reviewing.
How do I make a complaint?
Write a letter to: Freepost RRYS-XZLZ-HXGB, Trust William Limited, 11 Stanhope Gate, London, W1k 1AN or email customerservices@trustwilliam.com
Do you offer any discounts for large orders or customer loyalty?
We regularly make offers online and email existing customers with special offers.
