Refund & Returns

RETURNS:

You may cancel an order from your account before it is shipped. Please note that if the item is made-to-measure you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

If you receive an item and wish to return it for any reason you must inform the Seller in writing:

  • Within 14 days of receiving the item.
  • You may use the withdrawl form to let the Seller know if you wish to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • Within 28 days if the item becomes faulty.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (credit/debit card)

Return postage is your responsibility unless the item is incorrect or faulty, in which case the Seller will refund the return postage.If you cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

The items you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the Seller.

HOW DO I RETURN AN ITEM FOR REFUND?

Customers are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

Go to > My Account > Orders >Support In the ‘Actions’ drop down and Select a reason for the return from the drop down and add in a message to the seller.

Once confirmation has been received from the seller, proceed with returning the item.

Items must be returned to the seller you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (credit/debit card)

If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

FAULTY ITEMS

Customers are entitled to return an item within 14 days if it is different to how it was advertised by the seller and is unworn.

If an item becomes faulty after wear, the customer is entitled to query a refund or exchange within 28 days of receiving an order. The customer must provide a detailed description of the fault together with photographic evidence and contact the seller immediately. Once the seller has reviewed this information and received the item back to their warehouse any decision to honour a refund is at their discretion and based on the evidence provided by the customer.

To advise the seller of the faulty item go to My Account > Orders >Support In the ‘Actions’ drop down and Select a reason for the return from the drop down and add in a message to the seller.

CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-MEASURE?

If a garment has been made and produced according to your exact measurements, the seller is under no obligation to accept a return, however we recommend that you message the seller to discuss your individual case as some may be happy to offer a refund.

EXCHANGES

Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.

SHIPPING COSTS ON REFUNDS & EXCHANGES

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund. When a customer has returned an item the seller can refund the item alone or the item and the shipping, the seller must advise the customer which of these options they will be refunding and how the original delivery fees will be sent..

WHAT SHOULD I DO IF A SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?

If a seller will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter, but the issue remains unresolved, forward your purchase confirmation email to info@tangorium.com and we’ll take it from there.

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