Cancellations, Returns and Refunds
"UPDATE - due to the current Coronavirus situation we have extended our returns period to 60 days from receipt for both returns and refunds. This period to return orders supercedes the information below until further notice"
From time to time you may need to return goods back to us. All returns need to be back to us within 14 days of receiving the order for a refund to be made. If the return is sent back after this time, we will only be able to exchange the product up to the maximum returns period of 28 days.
We will exchange or refund items provided they are returned unworn, unwashed and in the original packaging with tags still attached.
To return an item to us for refund/exchange just follow these simple steps:
- Complete the 'Dispatch and Returns Note' sent with your item, along with the item you would like to return and post back to us.
- If you have lost the 'Dispatch and Returns note', get in touch and we will advise how to return the item.
On all of our sales we offer free UK postage. Please note we cannot refund any postage costs unless there was an error on our part, or if items were returned faulty. In the case of faulty goods, we will refund the full transaction cost, plus your return postage if we agree there is a genuine manufacturing fault.
Please return goods using a tracking service like Royal Mail Recorded Delivery as we cannot accept any responsibility for items lost in the post on the way back to us.
We aim to refund or exchange products within 3 days of receiving them back to Terrace Originals. When exchanging goods you will receive email notification when we dispatch the replacement, just like you did with the original order. When refunding an order you will receive an email letting you know when the funds have gone back to you. Please note that it usually takes banks 2 to 3 working days to give you your money back. Once you receive your email notification give it a few days before checking your bank account, if you still haven't received the money back give us a shout and we will look into it for you. Although we can't hurry the banks up we can double check that the refund was processed correctly.
We cannot offer refunds on any customised items, only exchanges.
Over the Christmas period, orders purchased from 1st December onwards can be returned anytime up to 7th January for refunds or exchanges and 21st January for exchanges only. For orders purchased from 25th December onwards our normal returns policy applies.
This returns policy does not affect your statutory rights as a consumer.