Returns, Refunds & Exchanges
We want you to be happy with your Tiddles & Co. order. If something isn’t right, please contact us and we’ll do our best to resolve it quickly and fairly.
Because we sell both standard products and items made or personalised specifically for you, your cancellation and return rights can differ depending on what you have ordered.
Personalised & Made-to-Order Items
Many Tiddles & Co. products are made or personalised specifically to your requirements. This includes items featuring names, ages, dates, wording, colours or designs chosen or supplied by you.
Once production of a personalised or bespoke item has begun, it cannot normally be cancelled simply because you have changed your mind. Personalised and made-to-order items also cannot normally be returned for a change of mind.
This does not affect your rights if an item is faulty, damaged, not as described or we have made an error with your order.
Non-Personalised Items
If you purchase a standard, non-personalised item online, you can normally cancel your order within 14 days of receiving it.
After telling us that you wish to cancel, you then have 14 days to return the item.
Returned items should be kept in good condition and, where reasonably possible, returned with their original packaging. You are responsible for taking reasonable care of the item while it is in your possession.
Unless the item is faulty, damaged or incorrectly supplied, you will normally be responsible for the cost of returning it to us.
Damaged, Faulty or Incorrect Items
We carefully check and package every order before dispatch. If your item arrives damaged, is faulty, is not as described or we have made an error with your order, please contact us as soon as possible.
Please provide your order details and, where appropriate, clear photographs showing the item and its packaging. This helps us understand what has happened and resolve the problem quickly.
Depending on the circumstances, we may offer a replacement, repair or refund as appropriate. If an item needs to be returned because it is faulty, damaged or incorrectly supplied, we will provide instructions for the return.
How to Request a Return
Please contact us before returning an item so that we can confirm the return details and provide the correct instructions.
When contacting us, please include your name, order number and the reason for the return.
Please do not send an item back without contacting us first, as this may delay us in identifying and processing your return.
Return Postage
For eligible change-of-mind returns, the customer is normally responsible for the cost of returning the item.
If the return is required because an item is faulty, damaged, not as described or incorrectly supplied by us, we will provide appropriate return instructions.
We recommend obtaining proof of postage when returning an item.
Refunds
Once an eligible returned item has been received and checked, we will process any refund due using the original payment method.
For eligible online cancellations, refunds will normally be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Where applicable, the refund will include the cost of our standard delivery option. If you chose a more expensive delivery service, such as an upgraded or express service, we are not required to refund the additional delivery cost.
Please allow additional time for your bank or payment provider to show the refund after it has been issued.
Need Help With a Return?
If you’re unsure whether an item can be returned or there’s a problem with your order, please contact us before sending anything back. We’ll be happy to explain the next steps.