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:
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.
Initiating a Return:
To start the return process, please follow these steps:
1. Contact Customer Support: Reach out to our customer support team via email at email@example.com. Provide your order number and details about the item you wish to return.
2. Return Authorisation: Our customer support team will guide you through the return process and provide you with a return authorisation if your return is eligible.
3. Packaging: Securely package the item in its original packaging, including all accessories and tags.
4. Return Shipping: You will be responsible for the return shipping costs unless the item is defective or was shipped in error.
5. Tracking: It's recommended to use a shipping method with tracking to ensure that your return is received.
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 firstname.lastname@example.org. We will arrange for a return, replacement, or refund as appropriate, and we will cover the return shipping costs in such cases.
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.