Refund policy

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:

We have a 14-day return policy, which means you have 14 days after your item has been delivered to initiate a return. 

To be eligible for a return, the item must be in its original condition, with all tags, packaging, and accessories intact. You’ll also need the receipt or proof of purchase.

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.
  • 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. contact us through or contact form on our website, or through our email augustbeaumaris@outlook.com

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
1 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 and notify you accordingly. 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. If more than 15 business days have passed since we’ve approved your return, please contact us at augustbeaumaris@outlook.com

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

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.

 

European Union 14 day cooling off period
Not withstanding 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.


You can always contact us for any return question at augustbeaumaris@outlook.com

Thank You!