Welcome to Tralula Customer Support!
Below, you'll find answers to our most frequently asked questions regarding orders, shipping, returns, and more. If you can't find what you're looking for, please don't hesitate to contact us directly.
Common purchase queries answered
Orders and Shipping
Typically, orders are processed within 1-2 business days. Standard shipping within the UK usually takes 3-5 business days after dispatch. Please note that delivery times may vary during peak seasons or due to unforeseen circumstances.
You can create a Tralula account by clicking on the ‘My Account’ link at the top of our website. Follow the prompts to register with your email address and a secure password. Creating an account allows you to track orders, view your purchase history, and save your shipping details for faster checkout.
If your order has not yet been dispatched, you may be able to change your shipping address. Please contact our customer service team immediately with your order number and the new address. Once an order has been shipped, we are unable to change the delivery address.
Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number and a link to the courier’s website. You can use this tracking number to monitor the progress of your delivery.
For your security, Tralula does not store your full credit card details on our servers. When you make a purchase, your payment information is securely processed by our trusted payment gateway providers. You may have the option to save your payment details with the payment gateway for future convenience, but this is not stored directly by Tralula.
All prices displayed on Tralula.uk include VAT (Value Added Tax) where applicable, in accordance with UK tax regulations. The price you see is the price you pay, with no hidden sales tax charges.
Tralula primarily ships within the UK. For international shipping inquiries, please contact our customer service team with your location, and we will advise if we can deliver to your country and provide an estimated shipping cost.
We strive to consolidate items into a single package whenever possible. However, depending on the size, weight, and availability of products, your order may be shipped in multiple packages. You will receive separate tracking information for each package if this occurs.
If you need to swap an item
Returns and Exchanges
Tralula offers a 30-day return policy from the date of delivery. Items must be unused, in their original packaging, and in a resalable condition. To initiate a return, please contact our customer service team to receive a Return Merchandise Authorization (RMA) number and instructions.
We apologize for any error in your order. Please contact our customer service team immediately with your order number and details of the incorrect item received. We will arrange for the correct item to be sent to you and provide instructions for returning the wrong item at no additional cost.
We take great care in packaging our products, but occasionally damage can occur during transit. If your order arrives damaged, please contact us within 48 hours of delivery with your order number and photographic evidence of the damage to both the item and its packaging. We will assist you with a replacement or refund.
Once your return is authorized, we will provide you with the specific mailing address and detailed instructions. Please do not send returns without an RMA number, as this may delay processing.
You can reach our customer support team via the ‘Contact Us’ page on our website, by emailing us at info@tralula.co.uk, or by calling us at 07889 267605 during business hours. Our team is always here to assist you.
If you realise you’ve entered an incorrect shipping address, please contact us as soon as possible. If the order has not yet been shipped, we may be able to update the address. If the order has already been despatched, we will work with the courier to see if a redirection is possible, though additional charges may apply.
We process orders quickly to ensure prompt delivery. Therefore, changes or cancellations may only be possible if your order has not yet entered the shipping process. Please contact our customer service team immediately if you need to modify or cancel an order.
Currently, Tralula does not offer a pre-order option for sold-out items. We recommend signing up for email notifications on the product page to be alerted when the item is back in stock.