In adherence to the Consumer Rights Act for online purchases we uphold a return policy which lasts 14 days. Applications for a refund can be made up to 14 days from the date of receipt of your order (as scanned by Royal Mail). If 14 days have gone by since your purchase was recorded as delivered, unfortunately we cannot offer you a refund.
To return, you must request a return through our return centre (link below) within 14 days of receiving your order. Return requests made later than 14 days from receiving your order will not be accepted. Date of receipt of order is the date that your parcel is scanned as delivered by Royal Mail or another courier company if applicable.
Returns centre: https://tillyandreuben.co.uk/a/returns
To be eligible for a return, your item must be unused, with tags attached if applicable and in the same condition that you received it. It must also be returned in the original packaging e.g. tissue paper/mailing bag.
Once your return has been accepted, the parcel must be received within 14 days.
Additional non-returnable items:
Gift cards, pacifiers, swimwear, seasonal promotional items (Easter, Christmas, Halloween), personalised and items discounted due to a fault.
Sale items (marked down products) are only eligible for store credit.
Please do not send your purchase back to the manufacturer.
Once your return request has been approved you must return your item within 14 days. Upon receipt of your return we will notify you of the approval or rejection of your refund/credit note.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days. Refunds will be processed less any discounts redeemed at the time of sale. If you benefited from free shipping, this includes a deductable shipping fee of £3.99 if your order no longer exceeds a promotional amount redeemed to qualify for free shipping. If you are eligible for a credit note this will be emailed to you. If your return is rejected as it doesn't comply with the terms of our policy then your item will be returned to you subject to payment of a flat rate postage fee of £3.99.
Faulty or Incorrect Items
Please check your satisfied and the sizing is as expected before removing your tag. Please do not remove the tags until you are satisfied your item correct, is in good condition with no visible fault. We do not take responsibility for faults noticed once tags have been removed. If the fault is evident once you have opened your parcel please take a photograph of the item with the fault visible in the original parcel wrapping/shipping bag. Please then report this fault immediately by email accompanied with the photographic evidence to firstname.lastname@example.org
In the rare event your item has a fault upon receipt we will offer you an exchange or credit so long as the product is unworn, the tags remain attached and you have provided a photograph of the garment fault within the original wrapping. If you are unable to provide this evidence we may request that the garment is returned to us in order to determine the authenticity of the claim. We recommend customers closely inspect their garments upon receipt as we operate a strict 14 days period following the date of sale to report faults, and a further 14 days to then return. After this period we reserve the right to refuse returns as there is increased likelihood unworn products with tags can be damaged or soiled through inappropriate care or storage. We reserve the right also to decline an exchange or a refund should we suspect the damage is a result of domestic damage or storage of a product and the customer fails to provide the photographic evidence or report in a timely manner as described above.
In the case of clothing and accessories, once tags are removed, refunds will absolutely not be granted as it is not possible to confirm whether a fault has occurred through manufacturing, the way the product has been stored, cared for, laundered, or due to wear and tear. Therefore please ensure you are completely satisfied with your product before removing the tag. It is the discretion of the management whether you will be entitled to a credit note or replacement. Please note that we will not consider or investigate any complaints raised more than 90 days after your order.
Our ball pits are also returnable within 14 days of purchase, in unused condition. They must be repackaged and sealed securely into the original box(es). You must be able to organise the return to Germany as this is where our ball pits are dispatched from. We do not meet the cost of the shipping fee.
As our ball pits are classed as toys, rather than decorative items, we do not take any responsibility for any wear and tear that has occurred through play. They also are not covered by a manufacturer guarantee for wear and tear. If your ball pit is delivered in imperfect condition then it is your responsibility to notify us of this within 14 days of delivery. You must be able to supply us with photographs which will be forwarded to the manufacturer.
We are only able to provide refunds to the original cardholder by the same payment method and not to giftees.
To return your product, please only return to the address given in your return approval email. We do not accept returns to our registered company address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item, you should consider using a tracked shipping service or purchasing shipping insurance. We are unable to take responsibility for loss.