Refund policy
Return & Refund Policy
At Tess Wilde & Co., we want you to feel confident and delighted with every purchase. Each piece in our collection is thoughtfully selected or made to order to bring timeless elegance and distinctive character into your home.
We understand that sometimes a purchase may not be quite right. Please review our return and refund policy below.
1. Returns
We accept return requests for eligible items within 30 days of delivery.
To qualify for a return, your item must be unused, in its original condition, and returned with its original packaging and any accompanying accessories.
Please contact us before sending any items back. Returns sent without prior authorization may not be accepted.
2. Made-to-Order & Personalized Items
Many of our products are specially produced after an order is placed, including selected bedding, decorative pillows, blankets, curtains, wallpaper, and other home accessories.
Because these items are produced specifically for each order, we generally cannot accept returns or exchanges due to a change of mind, incorrect size selection, or personal preference, unless otherwise stated on the product page.
Personalized and custom-made products are not eligible for discretionary returns.
However, if your order arrives damaged, defective, or significantly different from its description, please contact us so we can investigate and arrange an appropriate resolution.
These exclusions do not affect your statutory consumer rights.
3. Damaged, Defective or Incorrect Items
Your satisfaction is important to us. If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.
To help us resolve the issue efficiently, please provide:
● Your order number.
● A description of the problem.
● Clear photographs of the product and, where relevant, its packaging.
Once we have reviewed your request, we will arrange an appropriate resolution, which may include a replacement, exchange, return, or refund.
Where required by applicable law, we will cover the reasonable return shipping costs for defective, damaged, or incorrectly supplied items.
4. Color & Design Variations
We make every effort to display our products as accurately as possible.
However, slight variations in color may occur due to screen settings, lighting conditions, fabric texture, printing processes, and the characteristics of different materials.
For made-to-order textiles and printed products, minor differences in print placement or color may occur.
These natural variations do not automatically constitute a defect. However, if your item differs significantly from the product description or photographs, please contact us so we can review your concerns.
5. Return Shipping
For eligible returns due to a change of mind, customers are responsible for return shipping costs unless otherwise agreed.
If an item is damaged, defective, or incorrect, return shipping will be handled in accordance with applicable consumer protection laws.
Please do not return any products to the address shown on your shipping label without contacting us first, as some products are dispatched directly from our production partners.
We will provide the appropriate return instructions once your request has been approved.
6. Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time for the funds to appear in your account.
Original shipping charges are generally non-refundable for discretionary returns, except where otherwise required by law.
If more than 15 business days have passed since your refund was approved, please contact us.
7. Exchanges
If you would like to exchange an eligible item, please contact us within 30 days of delivery.
Exchanges are subject to product eligibility, availability, and the condition of the returned item.
For made-to-order products, exchanges due to incorrect size selection, color preference, or a change of mind may not be available.
If you receive a defective, damaged, or incorrect product, we will work with you to find an appropriate solution.
8. Order Cancellations
As many of our products are made to order, production may begin shortly after your purchase.
If you need to cancel or modify an order, please contact us as soon as possible.
We will do our best to accommodate your request. However, once production has begun or your order has been dispatched, cancellation may no longer be possible, except where required by applicable law.
9. Non-Returnable Items
Unless defective or otherwise required by applicable law, the following items are generally not eligible for discretionary returns:
● Personalized or custom-made products.
● Made-to-order products identified as non-returnable before purchase.
● Items that have been used, washed, altered, or damaged after delivery.
● Gift cards.
● Final-sale items, where permitted by law.
10. International Orders
We welcome customers from around the world.
International returns must be arranged with our customer service team before shipment.
For discretionary returns, customers may be responsible for return shipping costs and any applicable customs charges.
Import duties, taxes, and customs fees are generally non-refundable by Tess Wilde & Co., except where required by applicable law.
International customers retain any mandatory consumer rights applicable to their purchases.
11. Your Consumer Rights
Nothing in this policy excludes, restricts, or overrides any mandatory consumer protection rights available to you under applicable law.
Where local consumer protection laws provide additional rights, including statutory cancellation, return, refund, or warranty rights, those rights will take precedence over the discretionary conditions outlined above.
12. Contact Us
If you have any questions about your order, need assistance with a return, or would like to request a refund, please contact our customer service team through the contact form on our website.
We are always happy to assist you and want every experience with Tess Wilde & Co. to reflect the care and attention we put into our collections.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at tesswildeandco@gmail.com.