DELIVERY AND RETURNS


UK DELIVERY

We offer Fully Tracked Royal Mail 48 & 24 Hour Delivery – so you can follow its journey every step of the way! The final delivery cost will be shown at checkout, but as a guide, most orders up to 2lb in weight are just £3.95.

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

 

RETURNS & REFUND POLICY

If you change your mind your item can be returned within 14 days with the exception of any personalised items, all earrings are non-refundable and non-returnable due to hygiene reasons

The same applies to our DYO Jewellery items – if the hygiene seal is broken, we’re unable to accept returns or issue refunds. This is because of the interchangeable nature of our charm system, which makes them mix-use components.

Unfortunately, we cannot accept returns on items specifically marked as 'Final Sale' or 'Clearance'.

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 look into it and make things right for you.

If you do have a problem with your order, please get in touch 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 also 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.

Mystery & Clearance Bundles: Items purchased as part of a Mystery Bundle or from our Clearance section are non-returnable and non-refundable unless they arrive damaged or faulty.

Returns with a Free Gift If a return causes your order total to fall below the £25 minimum spend for a free gift, please note the following:

  • The complimentary gift must be returned with the item(s) you are sending back.

  • The free gift must be unopened and still in its original, sealed hygiene packaging.

  • If the gift is not returned, or if the packaging has been opened, the retail value of the necklace (£11.95) will be deducted from your refund.

  • THANK YOU