We accept returns on unused product(s) sent back in the original condition with the original packaging. Returns Accepted Up To 14 Days from Delivery  Please contact customer services to receive the return address. You are responsible for the cost of your returns.

Returns are typically processed within 24 hours of receiving the product. If you have any questions please contact us through our email or contact page. 

We will notify you once we have refunded your payment. Payment will be made to the original method of payment. Please note this may take up to 10 days depending on your provider. 

Support

For all customer support please contact us on EMAIL: hello@tilly-lou.com quoting your order number. 

What if my order arrived with a fault?

If you believe there is a fault with your item upon delivery, please inform our customer service team on the date of delivery via the Contact Page or Email: hello@tilly-lou.com with your order number, full name and detailed photos of the damage. Please include any details in writing that may help us resolve the issue. 

Problems with delivery

Tilly-Lou is not liable for missing parcels that have been sent to an incorrect address or have been requested to be left in an unsecure location. Please contact us via email: hello@tilly-lou.com to report any missing order. It is important to leave extra time to account for transit delays. Please note: We cannot refund or send a replacement until 20 working days after the date of despatch (allow 25 working days for international items). Once this period has expired, we will replace the missing order.