At Tessie, we hope you love your purchase as much as we do but if you're unsure, let us know.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a full refund (postage not included) or exchange for your order.
To refund or exchange an item, please e-mail customer services at firstname.lastname@example.org for the return address and state whether you require a refund or exchange. Tessie will process returns within 14 days. (but it's usually once received.)
Eligibility for refund:
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags and in its original non-damaged packaging. Please include the receipt or when returning your items, please add your name and order number inside your package. If you return all elements of your order in the same condition but keep the Tessie drawstring bag, we will fully refund your order (postage not included), with the exception of £2.50 to allow for you keeping the bag.
Returning your items:
All items remain the responsibility of the customer until they are returned and received by Tessie. Please use a registered service for the return or exchange and ensure that you retain proof of postage. Tessie is not responsible for items that do not reach us and are not obliged to provide a refund should an item not arrive. We reserve the right to refuse a refund should the above criteria not be met.
You can always contact us for any return question at email@example.com.
Incorrect Addresses and Information:
If an item fails to be delivered due to an incorrect address being provided at point of sale or returned to Tessie after a failed delivery attempt and further failure to collect the order from your local postal depot, you will be responsible for return postage costs back to your address. If a refund is preferred initial postage costs will be non-refundable in this case.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. If there are any damages, please contact us at firstname.lastname@example.org.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We can offer exchanges however but this may take longer as an exchange isn't issued until the original item is received by Tessie.
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.