We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will not refund orders marked as delivered that were 'not received'.
Any costs of returning the product must be paid by the customer unless the product is faulty or damaged. Items sent back to us without first requesting a return will not be accepted.
To start a return or ask any questions, you can contact us at contactus@thetruetailorcompany.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
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 personalized 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.
Exchanges
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
If approved, you’ll be refunded automatically to your original payment method within 10 business days (please allow a little extra time for your bank or card provider to process this).
We recommend using a tracked return service and keeping your proof of postage, as we can only process refunds once items are received and logged by our team. If your return appears to be delayed or missing, please provide us with your tracking information and we will investigate. If your tracking confirms delivery to us, your refund will be issued even if our system has not yet picked it up.
If more than 15 business days have passed since your return was delivered back to us, please contact us at contactus@thetruetailorcompany.com with your order details and tracking number so we can resolve this quickly.