Política de reembolso
At Tilley + me, we are committed to ensuring your satisfaction with every purchase. Please review our return policies below carefully to understand your options and rights when it comes to returns, exchanges, and refunds.
Return Window:
Items purchased from Tilley + me are eligible for returns within 14 days of the delivery date. Please initiate the return process within this time frame to ensure a smooth process.
For customers opting to use Klarna as their payment method, we adhere to Klarna’s 14-day return policy. This means you have 14 days from the date of receiving your order to return eligible items. To initiate a return, please contact us at hello@tilleyandme.com with your order details. We will work closely with Klarna to ensure your return is processed correctly and promptly. For any complaints or concerns, feel free to email us directly at hello@tilleyandme.com, and we’ll be happy to assist.
Non-Eligible Returns:
Items must be in their original condition, unused, and in the same packaging as received.
*Gift Boxes, Sale Items, perishables, fluids and liquids such as skincare, home fragrance, and pressurized containers are not eligible for returns or exchange.
Please be aware that items purchased as part of a sale or through affiliate partner promotions are not eligible for returns. All sales on these items are final.
Please remember that this policy is designed to provide fair treatment for both you, our valued customer, and our small business. If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer service team hello@tilleyandme.com
Damage or Defective Items:
In the unfortunate event that you receive a damaged or defective item, please contact our customer service team immediately. We may require photographic evidence to confirm the damage. Upon confirmation, we will issue an in-store credit for the value of the damaged item.
Return Process for Approved Damage:
For approved damage or defective item returns, we provide free return shipping. Once the return process has been initiated, you will receive an in-store credit equivalent to the value of the damaged product, which can be used towards a replacement or future purchase.
Other Returns:
For returns that are not related to damage or defect, such as change of mind, incorrect size, or other non-defective reasons, the following conditions apply:
The client is responsible for return shipping costs.
A restocking fee of 20% may be deducted from the refund amount.
*Artisanal Handcrafted Orders:
Please note that some of our products are artisanal and handcrafted. Due to their unique nature, these orders might occasionally experience delays beyond our control. We appreciate your understanding in such cases. As a result, orders for these items may not be canceled once they are in production.
Cancellations:
Orders can be canceled within 24 hours of placement. However, after this time frame, cancellations may not be possible, especially for artisanal handcrafted items that have entered the production phase.
Payment Methods
Tilley + Me accepts all major credit cards, Apple Pay, Shop Pay and PayPal Express for installment payments
Refunds
If approved, your refund will be issued to your original payment method in 21 days or less. Once Tilley + Me has refunded your purchase, it may take a few days for your bank or credit card company to process and post the refund on their end. Tilley + Me is unable to refund original shipping costs for returns at this time.
Contact our Customer Service team for questions!
We understand that each scenario may have exceptions, please do not hesitate to contact customer service at hello@tilleyandme.com or 1-888-500-0181 during business hours of 10:00am - 6:00 pm PST.
Thank you for shopping with us at Tilley + Me. Your satisfaction is our priority.
