Refund policy

Returns & Refunds Policy

This policy is provided in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It sets out your rights as a customer when purchasing from Tilann at tilann.co.uk.

1. Your Right to Return

You have the right to cancel your order and return any item within 14 calendar days of receiving it, without needing to provide a reason. This is your statutory cancellation right under UK consumer law.

To exercise this right, please notify us within the 14-day window through one of the following:

  • Email: info@tilann.co.uk — include your name, order number, and the item(s) you wish to return
  • Return form available at: tilann.co.uk

2. Refunds

Once we have received and inspected the returned item, we will process your refund within 14 calendar days. The refund will be issued to the original payment method used at checkout. We do not offer cash refunds or transfers to alternative payment methods.

The refund will cover the full product price including VAT. If you are returning only part of your order, the original delivery charge will not be refunded unless the return is due to a defect or error on our part. Please note that your bank may take an additional 3 to 10 business days to credit the amount to your account.

3. How to Return an Item

  1. Contact us at info@tilann.co.uk or via the return form on tilann.co.uk, providing your order number and reason for return.
  2. Our support team will review your request and respond within 2 business days with a decision and return instructions.
  3. Once approved, place the shoes back in their original box with all tissue paper, dust bags, and accessories included — and send the parcel to the address we provide.
  4. After receiving and inspecting the return, we will issue your refund within the timeframe set out in Section 2.

4. Return Shipping Costs

  • Defective, damaged, or incorrect items: Tilann covers all return shipping costs.
  • Change of mind or cancellation: The customer is responsible for return shipping costs. We recommend using a tracked delivery service.

Where a manufacturing defect, transit damage, or fulfilment error is confirmed, we will arrange collection or reimburse reasonable return postage at no extra cost to you.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, faulty, or does not match what you ordered, please contact us at info@tilann.co.uk within 48 hours of receiving the parcel. Include photographs showing the condition of the shoes and the outer packaging.

In these cases, we will arrange, at no cost to you, either a replacement pair or a full refund — including the original delivery charge.

6. Your Statutory Guarantee

Under the Consumer Rights Act 2015, all products sold through tilann.co.uk are covered by a statutory guarantee of 2 years from the date of delivery. During this period, if a product is found to be faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund depending on the circumstances and timing of your claim.

This guarantee does not cover damage resulting from misuse, wearing on inappropriate surfaces, normal wear and tear, or any cause unrelated to a manufacturing defect.

7. Conditions for a Valid Return

To be eligible for a return, the following conditions must be met:

  • The shoes must be unworn and in their original condition — they must not have been worn outdoors or on any surface beyond a carpeted area for sizing purposes.
  • All original packaging, the shoe box, tissue paper, dust bags, and any tags or insoles must be included and undamaged.
  • There must be no marks, scuffs, or signs of outdoor use on the soles or upper.
  • The return request must be submitted within 14 calendar days of receiving the order.

Items not eligible for return:

  • Shoes that have been worn outdoors, showing marks or scuffs on the sole.
  • Items returned without original packaging or with damaged boxes.
  • Personalised or made-to-order items.

8. Out of Stock or Cancelled Orders

In the event that a product is unavailable after your order has been confirmed, we will notify you by email and cancel the affected item. A full refund of the amount paid will be issued within 14 calendar days using the same payment method as the original transaction.