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DELIVERY AND RETURNS

UK DELIVERY

We offer FREE Royal Mail 2nd Class Delivery on all orders. Please note that Royal Mail 2nd Class post is typically delivered every other day and is untracked, meaning it can occasionally take a little longer to arrive.

If you would prefer faster or tracked delivery, we offer convenient delivery upgrades at checkout:

  • Royal Mail Tracked 48 HR: £3.00
  • Royal Mail Tracked 24 HR: £4.00

This applies to all items across the store, including our DYO (Design Your Own) Jewellery collection.

Please note on missing items: Standard Royal Mail 2nd Class post is not officially classed as lost until 10 working days have passed from the estimated delivery date. If your parcel hasn't arrived within this window, please reach out so we can assist you.

RETURNS & REFUND POLICY

If you change your mind, your item can be returned within 14 days, with the following exceptions:

  • Personalised items cannot be returned.
  • All earrings are strictly non-refundable and non-returnable due to hygiene reasons.
  • DYO Jewellery items cannot be returned or refunded if the hygiene seal is broken. This is because of the interchangeable nature of our charm system, which makes them mix-use components.
  • Final Sale / Clearance: Items specifically marked as 'Final Sale' or 'Clearance' cannot be returned.

How to Start a Return: Please check your order as soon as it arrives. If you notice any damage, a fault, or something that’s not quite right, get in touch with us straight away so we can make things right.

For standard returns, please contact us first by emailing hello@tillyandthemoose.com for return authorisation. Be sure to include your order number, contact details, and a short explanation of why you’d like to return your item.

To be eligible for a return:

  • You will need to provide proof of purchase. 
  • Items must be unworn and unused. 
  • They must be returned in their original packaging and in the same condition as received. 
  • You are responsible for the cost of return postage. 
  • Items must be carefully packaged to protect them from damage during return transit. 
  • It is strongly advised to use a tracked delivery service, as we cannot take responsibility for returned items that don’t arrive. 

Once we receive your item in suitable, re-sellable condition, we’ll process a refund for the cost of the item.