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Delivery & Returns

We make a happy dance for every order placed and are working hard to send your parcels out as quickly as possible. Our working days are Monday to Friday (excluding bank holidays) and we aim to dispatch all orders within 2 working days.

All of your orders are packed in eco-friendly packaging and we use Royal Mail Tracked 48-hours delivery to send your parcels in the UK, and a selection of different couriers for international shipping.

Please note that proof of postage is obtained for all items. Tilly & Tojo are not responsible for any lost products or products damaged during shipping so take this into account when you place your order.

UK DELIVERY
Standard delivery in the UK is £3.90 and this covers the postage, packaging as well as picking and packing your order. If you want your delivery sooner, you can opt for Royal Mail Tracked 28-hours for an additional £1.50.

EUROPEAN DELIVERY
We have a flat rate delivery option for all European orders of £10.00, which takes 5 – 10 working days. Your order will be fully tracked.

Please note that Tilly & Tojo do not accept any responsibility for additional duties and taxes that are incurred when shipping outside of the UK. If you are ordering outside the UK, you are responsible for paying the customs and duty that may be added on delivery of your parcel. If you are unsure of these charges please check before placing your order.

INTERNATIONAL DELIVERY
We have a flat rate delivery option for all International orders of £15.00 (plus your country’s import & duties), which takes 7 – 14 working days. Your order will be fully tracked.

We’ll do our best to deliver all International orders, but it’s not always that simple. If you live in a beautifully remote region there could be some issues. If so, we’ll let you know.

Please note that Tilly & Tojo do not accept any responsibility for additional duties and taxes that are incurred when shipping outside of the UK. If you are ordering outside the UK, you are responsible for paying the customs and duty that may be added on delivery of your parcel. If you are unsure of these charges please check before placing your order.

RETURNS:
We hope that you are pleased with your order but if for any reason you are not entirely satisfied with our order, we’re happy to offer a full refund. 

If you’d like to return an item you just need to follow the steps below:

  • Send item(s) back to us within 14 days of receipt
  • All clothes must be unworn, unwashed and in their original condition, with all the attached labels and packaging
  • Contact us on hello@tillyandtojo.com listing your name, order number, the product you wish to return and the reason for the return and we’ll email you a returns form which also contains details about our return address.
  • Post your goods back to us within 14 days with your returns form inside the package..
  • All items returned to us are at your own risk, so we recommend using a recorded postal service and keeping proof of postage. Please ensure you return items safely as we cannot accept responsibility for items that go astray or arrive with us faulty/ not in original condition.

As Tilly & Tojo is a small business, it will be your responsibility to pay the cost of return postage. Please note that we do not offer refunds for original delivery costs or return postage.

If approved, your refund will be processed within 10 working days of receipt (hopefully sooner) and a credit will automatically be applied to your credit card or original method of payment. 

EXCHANGES:
Unfortunately at the moment we do not offer exchanges. Instead, please return the item(s) you no longer want, and start the order process again for the alternative size or style. Why? We’re a small business with low stock levels. This is great news for avoiding waste but, it makes things like exchanges difficult, as we might not have the alternative size or style you’re looking for. 


FAULTY ITEMS:
We quality check every item before we send it out to our customers but in the event we missed something and you receive a faulty item please get in touch with us within 14 days via hello@tillyandtojo.com and if approved we’ll process a refund. Only manufacturing faults will be considered. Any item(s) where a fault has been caused due to customer negligence or not following the garment care instructions will not be refunded.

ANY QUESTIONS?
If you have any questions about our deliveries or returns, please drop us an email at hello@tillyandtojo.com and we’ll do our best to help you.