Free UK shipping on orders over £35 | Automatically applied at checkout

Returns Policy

Returns

In adherence to the Consumer Rights Act for online purchases we uphold a 14 day return  policy which lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. You must request a return within 14 days of delivery and then have a further 14 days to return. 

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 in the original packaging.

Additional non-returnable items:
Gift cards, pacifiers, swimwear, sale items, items discounted due to a fault

Please do not send your purchase back to the manufacturer.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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 2-3 working days. Refunds will be processed less any discounts redeemed at the time of sale. This includes a deductable shipping fee of £2.99 if your order no longer exceeds £35, qualifying for the free shipping deal.

If your refund is rejected on the grounds of violation of the policy then your item will be returned to you. 

Exchanges 
If you need to exchange your purchase for the same item, send us an email at info@tillyandreuben.co.uk. Unfortunately, unless we are responsible for an error, it is the customers responsibility to meet postage costs and there is a £2.99 flat fee charge to post out your new item. 

Faults

If your item has a fault upon receipt we will offer you a refund so long as the product is unworn and the tags remain attached. You have 14 days after the date of purchase to report the fault, and a further 14 days to return. After this date we reserve the right to refuse a return.

Clothing and Accessories

If the tag has been removed, it is not possible to confirm whether a fault has occurred through manufacturing, failure to follow recommended care instructions, or wear and tear. It is also not possible return the item to the manufacturer and therefore we are unable to provide a refund. Therefore please ensure you are completely satisfied with your item before removing the tag. On occasion the management may use their discretion to provide a like-for-like exchange or credit note.

Ball Pits

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). Due to the size, a courier collection will be organised (by ParcelForce). Someone must be available at home from 7am-7pm on a designated day for collection. A £10 courier charge will be deducted from your refund. 

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.

 
Gifts
We are only able to provide refunds to the original cardholder by the same payment method and not to giftees.

Shipping
To return your product, you should email us and we will provide you with the correct address to post your items too. It is important you email us as not all of our products are able to be returned to the same address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and will not take responsibility for loss.