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 14 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 will need to contact us and provide evidence of this.

Non-returnable items:

• Personalised items.
• Discounted or Sale items.
• Seasonal items (Christmas etc.)
• Gift cards.
• Health, grooming and cosmetic items (such as Soaps, Creams and Oils etc.)
• Jewellery.
• Perishable goods such as food and drinks.

Initiating a Return:
To initiate your return, please contact us before sending any items back to us. Please provide your order number and details of the item/s you would like to return.

Shipping costs are the responsibility of the customer and are non-refundable unless the item is defective or was shipped in error, and we ask you to use a tracked service as we do not take responsibility for items lost or damaged in the post. If your item does not reach us, we will not be able to issue a refund or replacement.

Once you are confident you are eligible for a return, please post your item to this address:

The Mock Turtle
1a Bulkeley Place 
Beaumaris
LL58 8AP

Please include a note with your name and order number.

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 eligibility conditions carefully. Please contact us through our contact form to check that you can return your item before sending your item to us.

Refunds:
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.

Refunds may take between 5-10 working days to appear in your account.

Exchanges:

If you would like to exchange your item/s please send us a message via our contact form and let us know what you'd like to exchange. Please include your order number, the item/s you would like to exchange, and what item's you would like to exchange them for.

Please not that all postage costs will be the responsibility of the customer, including the return postage.

We will ship out the exchanged item once we have received the original item back into store, within its original packaging, unused and in the same condition as you received it.

Defective or Damaged Items.

If you receive a defective or damaged item, please contact our customer support team immediately through our contact form below.

You must report any damaged items within 24 hours of delivery. Once you have provided evidence of any damage, we will arrange for a return, replacement, or refund as appropriate.

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 team.

Do you offer international shipping?

Yes! We currently ship internationally!

Unfortunately, we are no longer able to ship to the USA due to tariffs. We sincerely apologise to those affected by this, and will continue to review our options regarding this.

How long will it take to receive my order?

We aim to process every order within 2-3 working days, however due to being a very small team please allow up to 5 working days.

Once we process your order, we dispatch your parcel via Royal Mail on a 24/48hr service as chosen by you. Orders placed after 11am will be processed the following working day

The delivery time for your order can vary based on your location, the shipping method you choose, and other factors such as customs processing for international orders. Generally, our estimated delivery times are as follows:

• Within the United Kingdom: Most orders are delivered within 3-7 business days.

Please keep in mind that these are estimates, and actual delivery times may vary. You will receive a more accurate delivery estimate during the checkout process, and you can also track your order for real-time updates on its status.

How do I track my order?

Tracking your order is easy and allows you to stay informed about its status and expected delivery date. Here's how you can track your order:

1. Shipping Confirmation Email: After your order has been shipped, you will receive a shipping confirmation email. This email will contain a tracking number and a link to the carrier's website.
2. Use the Tracking Number: Click on the tracking number or copy it from the email and paste it into the carrier's tracking website. This will provide you with real-time updates on the location and status of your package.
3. Account Dashboard (if applicable): If you created an account during the checkout process, you can log in to your account on our website and access your order history. From there, you can find tracking information for your current and past orders.

Tracking your order is a convenient way to ensure that you are aware of its progress and can plan for its arrival.

We hope these details help clarify our shipping and delivery processes. If you have specific questions about your order or need further assistance, please feel free to contact our customer support team.