FAQ

HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?

We will email to confirm your order has been received, and is being processed.

You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

CAN I CHANGE OR CANCEL MY ORDER?

If your order has been placed, but not dispatched, we will try to make the change or cancellation wherever possible. Please contact our Customer Services team using the details below as soon as possible after placing the order for assistance.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

If you have already received your goods then we are happy to cancel or make changes in accordance with  our Returns Policy.

WHERE IS MY ORDER?

If your order has not arrived when you were expecting it then please check the following:

  • Check you have received a dispatch confirmation email from us.
  • Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
  • Sign in and check your account on the TEF website. Is your delivery address correct? Are your contact details up to date?
  • Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
  • Check no one else residing at your address has taken receipt of your parcel.

If you still can’t locate your parcel then please contact our Customer Services team using the details below with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

IS IT SAFE TO ORDER ONLINE?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

WHEN WILL MY CARD BE CHARGED FOR MY ORDER?

The full cost of the order will be charged to the card as soon as it is placed.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all methods of payment through PayPal.

WHAT CURRENCIES CAN I USE?

We take payments in all currencies through PayPal. For some countries we display an approximate conversion from these currencies to local currencies. Local currencies are for display purposes only and are calculated based on exchange rates that are updated daily.

Please note: some banks may charge you an International Transaction Fee.

THE ITEM I BOUGHT IS NOW IN SALE, CAN I GET THE DIFFERENCE REFUNDED?

As an online business our prices change in accordance with trends, customer demand and stock availability. We are therefore unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.

CAN I GET MORE INFORMATION ON A PRODUCT?

Yes, our Customer Services team will try to provide you with all the information you require. Get in touch using the details below.

DO YOU HAVE MORE SIZES AVAILABLE?

Occasionally a new delivery or return may arrive to us and not be added to online stock immediately. If a size is not shown on a new item, contact our Customer Services using the details below.

WILL YOU BE GETTING MORE STOCK?

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible.

We do not currently have the facility to let you know if or when an item is due back in stock.

If you would like to ask about a product, size or colour that is not shown, contact our Customer Services team using the details below.

CAN YOU CONFIRM YOU HAVE RECEIVED MY RETURN?

We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Services team on the details below.

HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?

We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.

HOW LONG WILL IT BE BEFORE I GET A REFUND?

We aim to process returns within 2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

WHAT IS YOUR ONLINE RETURNS POLICY?

All sales are final. If there was a mistake made regarding size or quality, we will exchange the product free of charge. (domestic orders only)

WHAT IF I’M NOT HOME WHEN IT’S DELIVERED?

Shipments with FeDex

If a FedEx shipment cannot be delivered a card will be left and the courier will attempt re-delivery the following working day. If delivery is still unsuccessful a card will be left and the parcel returned to the depot where collection or re-delivery can be arranged. Should this fail the parcel will be returned to us and we will contact you directly.

Shipments with USPS

Should USPS not be able to obtain a signature at your address they will return your parcel to the nearest depot. They will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us. Please note, USPS has different procedures for different countries.

CAN SOMEONE ELSE SIGN FOR MY SHIPMENT?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

WHAT COURIERS DO YOU USE FOR SHIPPING?

We use USPS to send all of our US orders, including Saturday delivery.

FedEx and USPS are used to send all International orders.

We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

CAN I TRACK MY PARCEL?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number.

HOW LONG DOES SHIPPING TAKE?

Typically 5-7 Days Domestic, 7-14 International.

DO I PAY CUSTOMS & IMPORT CHARGES IF I LIVE OUTSIDE THE US?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

CAN I CHANGE THE SHIPPING ADDRESS?

For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your shipping details please contact us immediately using the details below and we will try to amend them.

Orders placed over the telephone must be shipped to the billing address.

If the order has already left our warehouse, then the shipping address cannot be changed.

HOW MUCH IS SHIPPING?

We offer the following shipping options:

  • Free on orders over $250.00 via FEDEX Priority Service
  • $11.95 via Priority Service (USA)
  • ~$28 International

ADDITIONAL SHIPPING INFO

  • Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
  • The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.
  • Please note – we cannot undervalue orders, or mark them as a gift.
  • Full details on shipping rates and Customs and Import charges can be found in our FAQ’s section.

DO YOU SHIP TO MY COUNTRY?

We deliver to almost all countries worldwide.

Contact us before placing an order to confirm.