Refund Policy

Returns

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at tillyreyservices@gmail.com for instructions on how and where to send your package. If your return is accepted you are responsible for shipping and the costs incurred to send the purchase back to us. Items sent back to us without first requesting a return will not be accepted.

Any returns requested due to misprinted/damaged/defective items must be submitted within 3 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. 

If you notice an issue on the products or anything else on the order, please notify us promptly at tillyreyservices@gmail.com. 

Customers residing in Brazil and regretting a purchase must contact us at tillyreyservices@gmail.com and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

Non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for discontinued items or products that were sold as a one time special offer. Items, such as face masks, undergarments, etc. will not be eligible for return due to hygiene implications. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Tilly Rey reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Shipping Inaccuracies

Because we are human and are subject to inaccuracies, and software programs are not without their occasional glitches, Tilly Rey is not responsible for any inaccurate shipping information provided. We will do our very best to avoid such issues and to remedy them quickly when found. However, we will not provide any refunds or returns due to a mistake in shipping information listed on our website, ads, etc.

Exchanges

If you are able to catch a mistake in size, color, etc. within a few minuets and email us at tillyreyservices@gmail.com with the corrected information promptly, it may be possible to update your order before it is fulfilled. However, we cannot guarantee that even with a timely claim that this will be possible.

Please note, if we are able to update your order the estimated time of delivery may change.

If we are unable to make changes to your order the following applies: 

As with returns, we have a 21-day exchange policy, which means you have 21 days after receiving your item to request an exchange. 

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start an exchange, you can contact us at tillyreyservices@gmail.com for instructions on how and where to send your package. If your exchange is accepted you are responsible for shipping and the costs incurred to send the purchase back to us. Items sent back to us without first requesting an exchange will not be accepted.

Once your exchange has been accepted you may order the correct item/size and your previous purchase will be refunded.

Exchanges are a lengthy process, so please study the sizing chart found in our product's descriptions carefully.

Refunds

Refunds are made on a case by case basis. Please contact us within 21 days regarding the issue you are experiencing. We will notify you once we’ve received and inspected your return/exchange, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

You can always contact us for any question at: tillyreyservices@gmail.com.