Refund policy
Returns & Refunds Policy
We want you to love your order from Tilly and Sage Interiors. If you need to return an item, we offer a 30-day return window from the date you receive your delivery.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Items Excluded From Returns
• Clearance Sale Items: Items purchased from our clearance section are final sale and cannot be returned or refunded unless they arrive damaged or faulty.
Please note: Items sent back to us without first requesting a return will not be accepted.
How to Start a Return
You can request a return in one of two ways:
1. Via Your Account: Log in to your store account, navigate to your Orders, select the relevant order, and click Request Return.
2. Via Email: Email us directly at hello@tillyandsageinteriors.co.uk with your order number and the reason for your return.
Once approved, we will provide you with the return address and instructions on how to send your package back.
Return Postage Costs
• Standard Returns: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable.
• Tracking Recommendation: We strongly recommend using a tracked postal service when returning items. We cannot issue a refund for items that are lost or damaged in transit back to us.
• Faulty or Incorrect Items: If you are returning an item because it arrived damaged, defective, or incorrect, we will provide you with a prepaid return shipping label via email.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If an item arrives damaged, defective, or you receive the wrong product, you must notify us within 48 hours of delivery.
Email hello@tillyandsageinteriors.co.uk within 48 hours of receipt.
Include your order number and clear photos showing the damage or issue.
Depending on the issue and your preference, we will send a prepaid label for a replacement, process a full refund, or offer an agreed partial discount if you prefer to keep the item.
Exchanges
We do not process direct item exchanges. If you want a different product, please follow the standard return process for a refund and place a new order on our website for the replacement item.
Refund Processing Time
Once your returned item arrives at our location, we will inspect it to ensure it meets our return conditions.
• Approved Refunds: Your refund will be processed within 1 business day (24 hours) of arrival.
• Payment Method: The credit will automatically be applied to your original payment method. Please allow standard bank processing times for the funds to reflect in your account.
Failed Deliveries & Incorrect Shipping Addresses
Please ensure your delivery address is complete and accurate at checkout.
If a parcel is returned to us due to an incorrect shipping address provided by the customer, or because of repeated missed, failed, or rejected delivery attempts, only the cost of the items will be refunded. Original shipping fees are non-refundable as they cover the non-recoverable carrier costs incurred to ship the order.