Refund Policy
A legal disclaimer
Refund & Replacement Policy
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At Tilly the Swan, we take great care in preparing and packaging every order.
Due to the nature of our products, we do not offer refunds, except in the specific circumstances outlined below.
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Damaged Items
If your item arrives damaged, please contact us within 7 days of delivery with:
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Your order number
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Clear photos of the damaged item and packaging
Once verified, we will arrange a replacement at no additional cost.
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Missing or Lost Orders
If your order does not arrive, please contact us within 14 days of the expected delivery date.
We may ask for confirmation details to investigate with the courier.
If the item is confirmed as lost in transit, we will:
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Send a replacement, or
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Offer an alternative solution at our discretion
Non-Refundable Items
We do not offer refunds for:
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Change of mind
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Incorrect address provided at checkout
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Delays caused by postal services outside of our control
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Normal wear and tear
Exchanges
Exchanges are only offered if an item is faulty or damaged upon arrival.
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Contact Us
If you have any concerns about your order, please contact us at:
tilly@tillytheswan.com
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We are always happy to help and aim to resolve issues kindly and fairly.
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