Refund policy
Thank you for shopping with us. Please read the following policy carefully before placing your order.
Due to the nature of our products, we do not accept returns or exchanges
Our labels are custom made and/or consumable labels. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised. Once an order has been dispatched, it cannot be returned.
Damages and issues
We take great care to ensure all orders are securely packaged. However, if your order arrives damaged or is lost in transit, please contact us and we will be happy to assist.
You may be eligible for a refund or replacement if:
- Your order arrives damaged, or
- Your order is confirmed lost by the delivery carrier.
Reporting an Issue
All issues must be reported with 7 days of delivery, or within 7 days of the expected delivery date for lost items.
Please email us with:
- Your order number
- A clear photo of the damaged item and packaging (if applicable)
We are unable to process claims without sufficient evidence.
Refunds
Once your claim has been reviewed and approved, we will issue either a refund to your original payment method minus the shipping costs, or send a replacement, at our discretion.
Please allow 5-10 business days for refunds to be processed and appear in your account.
Shipping issues
We are not responsible for delays caused by postal or courier services. Refunds or replacements are issued only for items that are confirmed as damaged or lost, not for delayed deliveries.
Incorrect Address
Please ensure that all delivery details are correct at checkout.
We cannot offer refunds or replacements for order that are lost, delayed, or undeliverable due to an incorrect or incomplete address provided by the customer.
Contact Us
If you have any questions about your order, please contact us at hello@thetidylabel.co.uk