Refund policy

RETURNS

We hope you love your Tielle goods but if you need to return anything to us, here’s what you need to know.

 

Items must be;

  • Unused, unwashed and in their original condition (including all labels and tags intact).
  • Some items such as personalised or embroidered items are not returnable or refundable unless faulty.
  • Returned within 28 days from date of delivery.
  • Bundles and bedlinen sets are sold at a saver price so all individual components of a bundle or bedlinen set must be returned together to be eligible for a refund.

 

When we have received your returned items, we ask customers to please allow 7-10 working days for returns to be processed at our warehouse. It will then take an average of 3-5 working days for monies to reach your account, depending on the method of payment used.

Please note: We can only accept returned items on days our warehouse is open. Any and all warehouse closure dates will be advertised on the website. Dates when our warehouse is closed do not count as working days for the above timeframes.

 

If the item is faulty or damaged, please contact us on orders@tielleloveluxury.co.uk.

 

HOW TO RETURN FROM MAINLAND UK (excludes Northern Ireland, Channel Islands, Isle of Wight & Isle of Man)

Please note parcels must be less than 100cm x 120cm and weigh less than 15kg to use this method.  Please email orders@tielleloveluxury.co.uk if you wish to return larger items. 

  • We've gone paperless! You no longer need to fill out a returns slip when returning products.
  • Package your parcel securely, making sure you've removed the original address label.
  • Visit our DPD returns portal to arrange your return. When using our returns portal, please enter your order number - just the numbers, ignore the #TLL prefix.
  • Please ensure you retain the return receipt as this provides your unique tracking number.

Please note: When returning your order using our DPD returns portal, the cost of your return (£4.85) will be deducted from your refund.

 

HOW TO RETURN FROM OUTSIDE MAINLAND UK (including Northern Ireland, Channel Islands, Isle of Wight & Isle of Man, & Rest of the World)

  • Please include a note with your name and order number. This will help avoid delays in refunding monies to your account
  • Package your parcel securely with the note inside, making sure you've removed the original address label
  • Customers must declare items as "returned goods - no commercial value"
  • If a return is incorrectly declared and this requires import duties/taxes to be paid to release the goods to us, we will pay these charges but deduct the amount from the refund amount

If you are unsure how to complete the customs documentation or how to return your parcel, please contact us before sending your return and we will help. Failure to follow these instructions may result in delays, additional charges, or the return being refused.

 

Please return to:

Tielle Returns

Duke Mill

Martin Street

Burnley

BB10 1SH

United Kingdom

 

We ask customers to please allow 7-10 working days for returns to be processed and monies to be refunded.

 

Please note terms and conditions for Trade customers delivery and returns can differ. For returns information on Trade orders please contact us on orders@tielleloveluxury.co.uk

 

EXCHANGING AN ITEM

Simply return the unwanted item following our returns process and place a new order online for the product you’d like instead. It may take up to 14 days for the refund for your original product to be processed, from the date you send it back to us.

 

How long do I have to exchange a product?

In line with our returns policy, you have up to 28 days to exchange a product from the date you received your order.

 

INTERNATIONAL RETURNS

What is the refund policy for international items?

If you’ve changed your mind about keeping your purchase, please return it in its original condition and obtain a proof of postage. By original condition, we’d expect this to mean that you’ve kept original packaging and labels, and that the item is unused and undamaged.

 

Unless faulty, we’d like you to make your return within 28 days of purchase, and please note that you’ll need to bear postage costs. If the item is faulty, damaged or not as described, please call us on +44 1442 843769, between 9am and 5pm (UK time).

 

HOW TO CHANGE OR CANCEL YOUR ORDER

Amending your order

We are really sorry but in most cases it is not possible to make changes to your order once you’ve placed it. If the order has not yet been despatched from the warehouse, we may be able to cancel your order to allow you to replace it on the website.

 

Cancelling your order

If your order has already been despatched from the warehouse, then you will need to return your order following our returns procedure.