Shipping policy
Shipping Policy
This policy is provided in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which require us to inform you of delivery terms and conditions before your order is confirmed.
1. Shipping Costs
Tilann offers free standard shipping on all orders to the United Kingdom. Any applicable delivery charges, where relevant to specific order types, will be displayed clearly during checkout before you confirm your purchase.
2. Where We Deliver
We currently deliver to addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. International shipping options may be available in future — check the website for updates.
3. Order Processing Times
All orders are processed within up to 48 hours of payment confirmation. Orders placed on weekends or UK public holidays will begin processing on the next business day.
4. Estimated Delivery Timeframes
Once your order has been dispatched, estimated delivery times are as follows:
- Standard delivery (UK): 8 to 14 business days from dispatch
These timeframes are estimates and may vary depending on your location, courier capacity, or circumstances outside our control such as adverse weather or public holidays. In no event will we exceed 30 calendar days from the date of order confirmation without notifying you.
5. Tracking Your Order
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to follow the progress of your delivery in real time via tilann.co.uk/apps/parcelpanel.
If you have not received tracking information within 3 business days of placing your order, please contact us at info@tilann.co.uk with your order number.
6. Receiving Your Parcel
Please inspect your parcel carefully upon delivery. If the outer packaging shows any visible signs of damage, we recommend noting this with the courier at the point of receipt.
Any damage to the contents or a discrepancy with your order — including missing styles, incorrect sizes, or damaged heels or packaging — must be reported to us at info@tilann.co.uk within 48 hours of delivery. Please include photographs of the item and its packaging.
You are responsible for providing a complete and accurate delivery address. Tilann cannot accept responsibility for delays or failed deliveries resulting from incorrect address information submitted at checkout.
7. Failed or Undeliverable Orders
If a delivery attempt is unsuccessful, the courier will leave a notification and may attempt re-delivery or hold the parcel at a local collection point for a specified period.
If the parcel is returned to us because it could not be delivered — due to an incorrect address, failure to collect, or repeated missed deliveries — we will contact you by email. Any costs incurred for re-dispatching the order due to reasons within your control may be passed on to you.
8. Lost or Missing Parcels
If your order has not arrived within the estimated delivery window and your tracking shows no conclusive update, please get in touch with us at info@tilann.co.uk, providing your order number and tracking reference.
We will investigate with our logistics partner and, where the parcel is confirmed as lost, we will either re-send your order or issue a full refund — whichever you prefer.