Shipping policy
UK Shipping
Standard delivery: Royal Mail - Free
Express & Tracked delivery: Royal Mail - £4.50
We aim to dispatch orders within 2 working days for all orders.
You will receive a dispatch notice as soon as your order is being prepared for packing and we will ship within 1-2 days of this email.
If you have purchased the tracked delivery method, your tracking information will be sent in your dispatch notice. Standard shipping options are not trackable.
Royal Mail standard delivery aims to deliver within 2-4 working days.
In some instances, these times may be exceeded by Royal Mail. We cannot be held responsible for any delays caused by Royal Mail. These delays are out of our control. Please allow 5 working days to pass before contacting us if you have not received your parcel.
International Shipping
For International Delivery we use Royal Mail to despatch your order.
Europe
The delivery aim is 5-7 working days from dispatch. In some instances, this may take up to 10 working days. Please allow 15 working days from your dispatch notice email for your parcel to arrive before contacting us. We cannot be held responsible for any delays caused via the carrier and/or customs.
We are not liable for local VAT. Your local customs authority may notify you once your order reaches your country and VAT may be applied and paid by you before you receive your goods. Any customs delay or charges that may occur is beyond our control.
Rest of the World
The delivery aim is 3-17 working days from dispatch. Please allow 20 working days from your dispatch notice email for your parcel to arrive before contacting us. We cannot be held responsible for any delays caused via the carrier and/or customs.
We are not liable for local customs and sales tax. Your local customs authority may notify you once your order reaches your country and customs and sales tax may be applied and paid by you before you receive your goods. Any customs delay or charges that may occur is beyond our control.
Order Cancellation
If you wish to cancel your order, please contact us within 2 hours of placing your order via email at sales@tilneytrotters.co.uk and we can confirm if your cancellation has been successful within 2 working days to enable a refund to take place. We are unable to cancel your order if you email us after 2 hours have passed since placing your order.
Returns & Exchange Policy
Please ensure to double check sizing before placing an order. You can always reach out to us for help. If your order arrives and you notice you ordered the incorrect size - we will accept a return and issue a refund. (Excluding shipping costs)
You will then need to re-purchase the correct item and size required.
To return an item please notify us within 7 days of receiving your parcel via email at sales@tilneytrotters.co.uk.and we will get back to you within 2 working days with details on how to make a return. You are responsible for return shipping costs.
Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, in perfect condition and remain in a re-saleable condition so we recommend a careful indoor try on (clean pups only please!) if you need to try on an item. We regret that we cannot accept returns or exchanges for goods that are not in perfect condition.
Please make sure that your return is well packed and includes your order information inside of the parcel including your Name + Order Number and/or email address used to place the order so that we can identify your return quickly and speed up the returns process for you. We cannot accept liability for goods lost or damaged in transit therefore we would recommend that you obtain a free 'Certificate of Posting' from the Post Office or choose to send the goods by Recorded Delivery for your records.
Please allow 7 days for us to process your return and arrange your refund. If you have not heard from us after 7 days have passed, please contact us via email at sales@tilneytrotters.co.uk.
Contact
Returns Address
12 Springvale Rise, Stafford, United Kingdom, ST16 1TE