Returns

 

We hope you love your clips, but in circumstances you don't - we offer a global returns service within 14 days of receipt of order (excluding headbands and combs). 

 

Returning an order:

1. Please email us at info@tortware.com with your order number, the item(s) you'd like to return and the reason.

2. You will then receive instructions on how to return your order within 72 hours. Please ensure you include a note with the order number in your return package so we can identify the return. If this is not included, we cannot issue a refund.

 3. Upon receipt of goods a refund will be issued to the card used for the purchase minus the original postage charge. Please allow up to 14 working days for the refund to show in your account. ​

 

The customer is responsible for returning the goods. Items should be returned new, unused, and with the security tag/label still attached and in pouch. Where there is a promotion included (i.e complimentary clip), this will need to be returned too if full order is being returned. Returns that are damaged will not be accepted (please check your item before sending back). Where free shipping is offered, if the full order is returned, the standard shipping will be deducted from the refund.

 

Please only return the items confirmed in your return email to ensure your refund is processed as quickly as possible. Items should be returned in their original packaging to ensure they are adequately protected in transit (including pouch). We prefer that items are returned to us using a trackable method to ensure safe return. However, you may return the goods by any secure method. Please note that we may not accept liability for goods that are not sent trackable.

 

Same terms apply for CHRISTMAS ORDERS. We do not offer exchanges. 14 day returns policy also still apply.

 

Exchanges

We only offer refunds (unless faulty - see below), to exchange - please return order and re-purchase.

Faulty goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within three months of purchase. Please kindly note that clips that are damaged as a result of wear and tear are not considered to be faulty. Flowers and rhinestones are not classed as a manufacturing fault unless received faulty.

If you have a problem with your item, please email info@tortware.com with photos and be aware that we can only replace it for the same product, subject to availability. You will receive a full refund if the item cannot be replaced.