how long you have
You have 30 days from the day you receive your order to request a return — more generous than the statutory minimum, and our standard policy.
This is in addition to your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which gives you 14 days from receipt to cancel an online order for any reason. Our 30-day window adds to that right; it does not replace it.
condition of the item
To be eligible, the item must be:
- unworn and unused, in the same condition you received it;
- in its original packaging;
- accompanied by proof of purchase (order number or confirmation email).
who pays for the return
For a change-of-mind return, you pay the return postage. We recommend a tracked service — until it reaches us, the item is your responsibility.
faulty, damaged or not-as-described items
If your item arrives faulty, damaged, or not as described, this is different and your statutory rights under the Consumer Rights Act 2015 apply. In that case: we pay the return postage, and you are entitled to a full refund (or a replacement, as you prefer). You never pay to return a faulty product. Please contact us with your order number and a photo of the issue and we will sort it.
how to return
- Email us at hello@shoptotelle.com with your order number and reason for return.
- We will confirm the return address and next steps.
- Send the item back (tracked, in its original packaging).
your refund
Once we receive and inspect the return, we will refund the price of the item to your original payment method. Under the Consumer Contracts Regulations, refunds for cancelled orders are issued within 14 days of us receiving the goods back (or of you providing proof of return). For a change-of-mind return, the refund covers the price of the item; original and return postage are not refunded. For a faulty item, we refund everything, including postage.
contact
Questions about a return? Email hello@shoptotelle.com.