Refund policy
Change of Heart ? No Problem.
We want your experience with True Tailor to feel just as good as our shoes do on your feet. Your satisfaction means everything to us. If you're not completely happy, we're here to make returns simple and stress-free.
Your Right to Cancel:
Under UK law, you have the right to cancel your order within 14 days of receiving it. This includes most items bought online, as long as they’re returned in original condition.
We’ve extended this to a 30 day return window to give you more flexibility, because we know life gets busy.
Return Policy Overview:
- Return Window: You have 30 days from the day you receive your order to return items.
- Condition: Items must be unused, in their original condition, and returned with the original packaging.
- Easy Returns: Returning items to us is easy and our client support team will assist you.
Return Costs:
- For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
- For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. You will be responsible for the shipping costs for returning your item. Shipping costs are non-refundable.
How to Start a Return:
1 - Contact Us: Email our team at support@thetruetailor.shop with your order number and reason for the return.
2 - Get Return Instructions: We’ll email you a return authorization and step-by-step instructions.
3 - Pack Your Item Repack the item securely in its original packaging, including all accessories, tags, and documents.
4 - Arrange Return Shipping: For defective or incorrect items, we'll send you a prepaid shipping label. For change-of-mind returns, you'll need to arrange and pay for return shipping yourself - we recommend using a trackable service and keeping proof of postage.
5 - Send it Back: Drop your package off at the nearest shipping carrier location as per the instructions in the return authorization email.
Tip: Always get proof of postage when sending items back.
Refund Process:
- Inspection: Once we receive your return, we’ll inspect the item to ensure it meets our return criteria.
- Refund: After inspection, your refund will be processed. It usually takes 5–10 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
Exchanges:
Want to swap for a different size, color, or product? No problem! Reach out to us, and we’ll help you exchange your item quickly and easily.
Non-Returnable Items For hygiene and safety reasons, some items may not be eligible for return. These products will be clearly marked as non-returnable in the product description.
Contact Information:
Business Name : True Tailor
Address: 24-26 Arcadia Avenue, Fin009, London, N3 2JU, United Kingdom
Email: support@thetruetailor.shop
Contact: Contact Us
Customer Service:
Monday to Friday: 9:00 AM – 5:00 PM
Saturday & Sunday: Closed
We do our best to reply to your email within 1-2 business days.
Thank you for choosing True Tailor.