We hope all our customers are completely happy with their products. Our aim is to provide our online customers with an exemplary level of service.
If you are not entirely happy we will do our utmost to help resolve this.
Returns & Exchanges
Goods may be returned for full credit within 14 days of receipt without query. We cannot, however, refund or exchange damaged goods, non-stock items or goods which have been made to order, for example personalised canvas.
The cost of returning goods to us for exchange or refund is the responsibility of the purchaser.
We cannot accept responsibility for any items lost or damaged in transit to us & would recommend that customers obtain proof of posting when returning goods.
If we have accepted an order from you & you then wish to cancel this order you must email us within 7 working days, beginning on the day you received your goods. To cancel, you must inform us in writing – either by post or E-mail hours to notify us of this. Please quote your Tilly & Rose order number.
You must also return the product(s) to us immediately at your own cost and risk. You are legally obliged to ensure that you take reasonable care when returning the goods to us. If not, we reserve the right to refuse acceptance of the product(s).
In the unlikely event that any goods received are faulty, damaged or incorrect, please notify us by email as soon as possible & no later than 7 working days. We will endeavour to resolve the situation to your satisfaction without delay.
Please contact us to arrange for return delivery of the affected item. Once we have received the item concerned [in it's original packaging & condition] we will be able to give a full refund for the cost including delivery charges.
The following terms & conditions do not affect your statutory consumer rights.
All prices shown are inclusive of VAT, where applicable, at the current UK rate.
It is important to note that information about our products does not amount to an offer by us to sell the products on that basis. Rather, it is an invitation to you to make us an offer to purchase that product on that basis, therefore references to orders placed by customers are deemed to be references to offers by such customers to purchase the relevant produce from us. Although we will endeavour to maintain to supply you with the item requested, sometimes we may be unable to fulfil an order. In this instance, you will be informed at the earliest opportunity. Product images displayed on the website may occasionally differ from the respective product names and descriptions, due to changes in packaging and/or availability.
If after Tilly & Rose has accepted an order from you (acceptance will be communicated via e-mail on receipt of an order), and you wish to withdraw from the contract, you may do so by communicating that wish to us within 2 working days of our acceptance. If you have already received the goods and they are unwanted, you must return the goods to us at your own cost and risk. Please note that a charge of £5 will be applied to cover our outgoing shipping costs and processing fees. This will not apply in the case of faulty, damaged or incorrect goods. It is imperative that you notify us within 7 working days of receipt of goods. Provided the goods are returned in the same condition as we supplied them to you, we shall reimburse all monies, less any charges, paid by you for those goods.
If goods do not reach you in good condition or are faulty, carriage costs for the affected portion of delivery back to Tilly & Rose is at our expense. You must contact us to arrange return delivery. Your complaint will be acknowledged within 7 working days and we will keep you well informed about progress. Tilly & Rose will only credit you for the items that have been damaged or are faulty upon safe receipt of the goods into our hands. We must be notified of damaged or faulty goods within 2 working days. Tilly & Rose will accept returns and give full refunds only in circumstances where the products have not been tampered with or opened. Refunds will be furnished within 30 days of the agreement to refund.
Delivery will be made within 7 working days to most Mainland UK addresses. Delivery to more remote areas of the UK may take slightly longer Tilly & Rose will endeavour to deliver to you within the specified time. However, there may be instances when we cannot deliver within this time. If we realise that we cannot deliver to you within that time, we shall alert you as soon as possible to try to arrange another suitable time for delivery. Tilly & Rose cannot be held responsible if any item you have ordered is impounded by or has extra duty charged on it by your local customs and excise department, therefore we recommend that you check with the Customs and Excise Department before ordering from us.
All prices shown are inclusive of VAT.
We make every effort to ensure that images displayed on our website are as accurate as possible but cannot guarantee an exact match to the product as displayed on your screen.
All product information and technical specifications contained in Tilly & Rose are for guidance only, no responsibility can be taken for errors or omissions.
Tilly & Rose reserves the right to abort access of our Internet services if you behaviour is found to be discordant with these terms and conditions at any time.
No permission is given by Tilly & Rose in respect of the reproduction or use for injurious or commercial purposes of any brand names, product names, designs and any other material shown on the Tilly & Rose website in which intellectual property rights subsist. ALL RIGHTS RESERVED.