teastained Lil prides itself on quality products and service. At all times and during any customer interactions, we strive for excellence and in ensuring our customers are happy with their products and the service they have received. However, if you are not completely satisfied with your product/s, you can return them, in line with our return of exchange terms for a refund. Please be reminded that this refund will be excluding the original delivery charge.
If your order has been sent to a destination within the EU, all sales taxes are included in the refunded price. For orders outside the EU, custom duties and sales taxes incurred by the purchaser are non-refundable. The recipient will be responsible for the cost of returning any products. teastained Lil is not responsible for any returns that are lost or damaged while in transit. Customers are advised to use a reputable delivery or postal service when returning goods. Considerations should be taken as returning goods may take up to 7 working days to arrive with us, unless sent via special delivery, so please ensure you allow enough time for any return.
Please note that once received, returned products will need to be processed through our returns system and this may take up to an additional 2 working days. Once we have received and processed the return, we will send you an email to confirm this has been received and processed. Providing we are satisfied with the condition of the product and all return or exchange terms have been adhered to, we will issue a full refund, less delivery charges, to the customer using the original payment method for purchase. We will try to ensure the refunded money is with you as soon as possible, however please allow for up to 10 working days for this appear. We are unable to refund any other mode of payment, this must only be the original method.
How to return
To make a return:
- Please request a returns form by contacting us; all orders will be sent with a returns form should this be required.
- Email the completed form to firstname.lastname@example.org.
- Print a copy of the returns form and enclose, with the returned product/s and send the package to us at the following returns address: 7 Kensington Court, 2 Henry Close, Enfield EN2 9JU.
Once your returned product/s has arrived at teastained Lil and been verified by our customer services team we will process the refund. You will be notified either by phone or email informing you that your product/s have been received safely and that we are processing your refund. Please allow for up to 10 working days for monies being refunded to show up on your bank statement.
Important returns information
teastained Lil will not accept returns for product/s returned outside of the 10 day return period, or product/s that do adhere to the return and exchange policy terms. The product/s must be returned to us in its original packaging, unworn with all tags still attached and with the completed returns form. Our decision will always be final with regard to the condition of product/s if we have reasonable grounds to believe they have been worn.
In some cases, where Royal Mail has been unable to secure a signature on delivery another delivery time will be need to be scheduled. Any additional charges to do this will be borne by the customer. If Royal Maul have not been able to make a successful delivery, the product/s will be returned to teastained Lil. We will resend the product/s at the expense of the customer. However, the 10 day returns’ policy will apply to the initial delivery date.
If what you have been sent is not what you originally ordered, please email email@example.com quoting your order number, name, address, product details and the reason for return. Please also advise whether you require a refund or a replacement. We will then respond via email or telephone on how to proceed accordingly.