Returns and Refunds
NOT HAPPY WITH YOUR NEW CLOTHING, DON’T WORRY! YOU CAN RETURN YOUR ITEM(S) TO US FOR A REFUND PROVIDED:
- Items are returned within 14 days of the delivery date (shown at the top right hand side of you order form)
- Items have all packaging as tags intact (shoes should be returned with the original shoe box intact)
- Items are in a unused, resalable condition as received
WILL I HAVE TO PAY RETURN POSTAGE FOR MY ITEM(S)?
YES. We do not add any extra fees for postage from us, but you as the buyer are responsible for the cost of your return postage. We do not ask for a particular postal service but we highly recommend using a tracked and signed service for security.
International Orders- The most often used service for returns are standard air mail, however, for you own security we highly recommend sending returns via a tracked and/or signed service.
On your customs form please include the value of goods at 0 and state that it is a return of unwanted children’s clothing.
If we have agreed to cover the postage for a faulty item , we will specify a service you will need to use as we can not cover postage upgrades.
PLEASE NOTE- We cannot accept liability for lost items on returning and strongly recommend sending via a tracked and/or signed service to ensure your peace of mind.
HOW DO I RETURN AN ITEM?
- Fill out the returns form included in your order - please make sure to select the correct reason for return.
- Enclose the form and the item(s) for return into a postage bag or box ( you can reuse our packaging if you wish!)
- Stick an address label to the front of the parcel, our returns address is-
•Tillie & Co
Carnaby Industrial Estate
SHOULD I PACKAGE MY RETURN?
All items to be returned to us must be packaged appropriately to ensure the contents will not be damaged in transit. You are responsible for the items until they have reached our warehouse. We can not accept liability for items being damaged or going missing in transit.
Returns not appropriately packaged may be refused upon arrival.
— Original shipping charges are NON- REFUNDABLE - if you received free shipping on your order for spending over a certain amount and your refund takes your total order amount under the spend threshold we will also deduct the appropriate shipping costs from your order.
Once your return has been received a our warehouse we will then inspect the item(s) to ensure they have been returned back in line with our returns policy. Please allow up to 5 working days for the inspection. Payment take 3-5 working days, this return time is out of our hands as it is processed via the original payment method.
We reserve the right not to issue a refund if the item(s) have been returned outside 14 days as stated in our returns policy.
There are certain situations that can arise from time to time where only partial refunds and/or credit notes are given at our discretion.
- Any item not in its original such as damaged or missing parts for reasons not due to our own error
- Any sale items returned more than 14 days after delivery date
If your return is approved, your refund will be processed, credits due will be automatically credited to the original paymet method. You will receive an email confirming this.
LATE OR MISSING REFUNDS
In the unlikely event that your refund has not been processed after 7 working days please check your original paymet method again to ensure it has not been refunded. There is often some time between the refund being processed and you receiving the monies. The next step is to contact your bank/credit card or any other service you used to make the original payment.
If you have still not received your refund please contact one of our friendly staff members who will try to help at - firstname.lastname@example.org
Unfortunately our systems will not allow us to process exchanges and so we can not offer these at this time.
If you wish to exchange an item we ask that you return the item(s) and then re-order through the website.
We will only replace items if they are damaged or defective.
If you think that you have received a faulty item please contact us as soon as possible, we will then offer you a replacement, repair or refund. After 30 days the order will be classed as accepted and no refund or replacement will be issued.
All items reported as faulty will be inspected by one of our team upon arrival at the warehouse. Please note that items showing any defect deemed to be from neglect, accidental damage, general wear and tear or age will be regarded as not faulty.