Terms and Conditions

Terms & Conditions

Customer Service

At Trakke, our main focus is to ensure that you, our customers, are happy. We want you to love our products and we want to make sure that dealing with us is easy and stress-free. So, if you have any questions, or comments regarding how we can refine our range, please don’t hesitate to email us on [email protected] or call us on +44 (0) 141 433 6610.

Returns

We offer free returns within the UK.

Please note that any customised or monogrammed bags are non-returnable, except in the case of a manufacturing fault.

If you have placed an order, you are free to change or cancel this order within 7 days of the order date. However, once the 7 days expired, the order will be processed and dispatched to you in due course. Upon receipt, you may return it if you wish.

Refunds can only be made within 35 days of placing the order. If you wish to receive a refund, or if you are unsure about the product you have purchased, please keep it in it’s original packaging until you have made your decision. Refunds will only be made if the bag is in perfect condition – they must be clean, unused and free of odour.

If you return a product from overseas, please do so using a tracked postage service. We cannot replace or refund a product that has gone missing in the post unless you can provide proof of postage and tracking information. Unfortunately, postage costs for international returns cannot be refunded.

If you receive a product and decide you would prefer a different colour or model, you may return it to us, but any replacements will be dealt with according to our current lead times.

All returns must be submitted with a completed ‘Repairs & Returns’ form to help us keep track of your item.

Gift cards are non-refundable and any under spend can not be refunded.

 

Repairs

Faults

We’re trying to make some of the best bags on the market, so if something goes wrong, we feel like we’ve let you down. To soften the blow, we will repair any manufacturing faults free of charge, or issue you with a credit note for the equivalent cost of the product. Please note that we cannot refund postage costs.

Email us at [email protected] with the subject line “FAULT – [bag name/model]”

Wear & Tear

If you have bought a product that has seen some serious use and abuse and requires some tender loving care, we will happily repair the product for you.

Email us at [email protected] with the subject line “REPAIR – [bag name/model]” and we’ll get back to you as soon as we can with information to return your bag and a quote for the repair. We reserve the right to determine that a product is beyond repair.

Please note that normal wear and tear does not constitute a manufacturing fault.

Repairs will only be carried out on products purchased after 25th May 2012.

***All returned items need to be accompanied by a “Returns & Repairs” form. We’ll issue this form to you when you get in touch.***

 

Postage and Delivery

All deliveries are made by Royal Mail or Parcelforce, depending on the size and weight of the package. All parcels are sent using a signed and tracked service. Please note that if you order more than one item, they may be shipped separately.

If you live outside the UK, you may be responsible for import duties and taxes on your international order. In addition, some orders may experience customs delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information.

Items may be collected direct from our workshop, and it always brightens up our day to meet you in person! If you choose to collect in person, please call or email to arrange a convenient time.

Privacy Policy

We do not store credit card details nor do we share customer details with any third parties.

Trakke Ltd collects personal information in several ways when you place an order, buy a gift voucher for a friend or register for a service offered by Trakke Ltd. By registering, you are consenting to the collection of your personal data. If an order is placed with us, we need to hold personal information including your name, email address, phone numbers, home address, shipping and credit/debit card billing address(es) so that we can process and fulfill your order.

Trakke Ltd do not store your card details. Credit/debit card details will only be used to process an order, using our payment partner’s systems. Additionally we may also obtain information as a result of authentication or identity checks. Sometimes we may ask for your telephone number. This number may be given to our courier for delivery services. These details allow us to process your order and to let you know the status of your order.

 

Cookies

Our site uses cookies which we can access when you visit our site in future.

There are four types of cookies:

Website functionality cookies which enable you to browse the website and use our features such as shopping baskets and wish lists

Website analytics cookies allow us to measure and analyse how our customers use the website. This allows us to continuously improve our website and your shopping experience.

Customer preference cookies lets our website remember your preferences (for example your user name, language or location). This makes your browsing experience simpler, easier and more personal to you.

Targeting cookies or advertising cookies are used to deliver adverts relevant to you. In addition, they limit the number of times you see an advertisement as well as helping us measure the effectiveness of our advertising campaigns.

By using our website you agree that we can place these types of cookies on your device and access them when you visit the site in the future.

If you want to delete any cookies that are already on your computer, please refer to the help and support area on your internet browser for instructions on how to locate the file or directory that stores cookies.

Information on deleting or controlling cookies is available at www.AboutCookies.org. Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of our site.

 

Disclaimer

We try to portray our products as accurately as possible, but uncontrollable issues with natural light and photographic reproduction means that colours may vary slightly from the images shown.

Please also note that we often use waxed cotton – a fabric that naturally creases and gains character over time. This process begins when we start manufacturing, and it means that every bag we produce is completely unique.

As all our products are handmade, there may be marginal differences in the quoted dimensions.