At The Mock Turtle, we want you to be completely satisfied with your purchase. If you're not happy with your order, we have a straightforward and customer-friendly return policy. Here are the key details:
Return Eligibility:
You can initiate a return for most items within 28 days of receiving your order.
- To be eligible for a return, the item must be in its original condition, with all tags, packaging, and accessories intact.
- Some items, such as personalised or custom-made products, may not be eligible for return unless they are defective or damaged. You also cannot return items which are bought in a sale, or are seasonal (for example, Christmas decorations).
- Refunds cannot be claimed on special promotions and competitions, such as raffle tickets.
Initiating a Return:
If you are confident that your purchase is eligible for a return, please post it back to us at this address:
The Mock Turtle
1 Bulkeley Place
Beaumaris
LL58 8AP
Please include a note with your name and order number.
You will be responsible for the return shipping costs unless the item is defective or was shipped in error.
It's recommended to use a shipping method with tracking to ensure that your return is received. If your item does not reach us, we will not be able to issue a refund or replacement.
Please note: If you return an item which is not eligible for a refund, you will be required to pay additional postage to have us send it back to you. Please read the eligiblity conditions carefully. If you are not sure, please email us first at contact@themockturtle.co.uk to check that you can return your item.
Refund or Exchange:
Once we receive your returned item and verify its condition, we will process your refund or exchange. Refunds will be issued to the original payment method used during the purchase. Exchanges will be processed promptly, and the replacement item will be shipped to you.
Defective or Damaged Items:
If you receive a defective or damaged item, please contact our customer support team immediately at contact@themockturtle.co.uk. We will arrange for a return, replacement, or refund as appropriate, and we will cover the return shipping costs in such cases.
Timely Processing:
We strive to process returns and exchanges as quickly as possible, typically within 5-7 business days after receiving the returned item.
Our return policy is designed to make the process as smooth and hassle-free as possible, ensuring that you can shop with confidence at The Mock Turtle. If you have any questions or need assistance with a return or exchange, please don't hesitate to reach out to our customer support team. Your satisfaction is our priority, and we're here to assist you.
