RETURNS & REFUNDS

Do you accept returns?

We are happy to accept returns within 30 days of receiving your item in the following circumstances - 

  • The item has been purchased via the TALA website
  • The item is returned in its original condition, unworn with tags
  • Multiple orders are not combined and are returned using the correct unique return labels
  • The item is safely packed to avoid damage in transit and details of the return request have been entered in to our returns portal as detailed below

 UK Customers

To request a return, please use our Returns Portal.

We provide Royal Mail returns labels or QR code free of charge, Royal Mail also offer a free collection service to most UK locations if you are unable to access a post office location.
If an alternative provider is used this cost will not be reimbursed and you must include your order information within your parcel.

You may request an exchange for an alternative size of the same product which will be sent out to you at no additional cost, subject to stock availability*.

*If no stock of the requested size is available at the time of processing your exchange a refund will automatically be processed.

USA Customers

To request a return, please use our Returns Portal.

We are unable to offer exchanges to our USA customers, all returns will be refunded.

We provide the option to use a pre paid USPS label this is charged at £5, this will be converted to USD and deducted from your final refund amount.
you can also organise your own postage if preferred.


Customers outside of the UK/ USA

To request a return, please use our Returns Portal. 

We are unable to offer exchanges to our International customers, all returns will be refunded.

An unpaid address label will be provided for convenience although you must organise and pay for your own postage.

A printer is recommended to complete a return from outside of the UK/ USA.


 Please note - if you return your item and the above conditions are not met, we will be unable to offer you a full refund.

Exceptions

All TALA items must be tried on with underwear. 

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • Selected underwear: Briefs, Thongs, Bodysuits*
    *(Bodysuits from our 365 collection can be returned provided they have been tried on with underwear)
  • Socks
  • Face coverings
  • Scrunchies
  • Headbands
  • Swimwear must have hygiene stickers in place.

None of this affects your statutory rights. All items are inspected on return. 


Processing times for returns

Our aim is to always process returns as quickly as possible although it can take a little longer at busy times, once your return has been processed at our warehouse you will receive an automated email acknowledging receipt of your return and our Customer Services team will action your refund/exchange request as soon as possible after this.

Please retain all proof of postage receipts until you are satisfied your refund/exchange request has been completed.

Do you offer free returns?

  • UK Customers

We offer free returns for our customers based in the UK, simply request your return through our Returns Portal and use the provided Royal Mail label or QR code to return your order.

If a return has not been requested through our returns portal or the provided Royal Mail label is not used and the order is returned at your own expense we are unable to reimburse this cost and you must include your order information within your parcel.

We recommend posting at a location that can weigh your parcel and provide a proof of postage receipt, please keep hold of your proof of postage until your return has been completed.
Royal Mail also offer a free collection service to most UK locations if you are unable to access a post office location.

  • US Customers

Simply request your return in our Returns Portal there is the option to use a pre paid label for USPS, this is charged at £5, this will be converted to USD and deducted from your final refund amount, you can also organise your own postage if preferred.


We recommend posting at a location that can weigh your parcel and provide a proof of postage receipt. If organising your own postage use a service that can provide an appropriate level of tracking/ insurance.
Please keep hold of your proof of postage until your return has been completed.

  • Customers outside of the UK/US

For all other international customers, If you have changed your mind about an item, we, unfortunately, do not offer free or local returns but do hope to offer this service in the future, please request your return through our Returns Portal and this will provide an unpaid address label to print for your convenience.

The cost of postage is not covered and therefore choice of postage provider is down to you although we recommend posting at a location that can weigh your parcel, provide a proof of postage receipt and an appropriate level of tracking/ insurance please keep hold of your proof of postage until your return has been completed.

If you have a faulty item please contact our customer services team at hello@wearetala.com with your name and order number.

 

Can I return items from more than one order together? 

For our UK and USA customers, Please DO NOT return items from more than one order in the same parcel and use individual labels as provided from our returns portal so that you get the best level of tracking and reduce any chance of errors when processing your returns.

For our customers outside of the UK/ USA you can return more than one order together provided there is a separate note inside the package, for each order being returned.

 

Can I return something if I haven't got a printer?

  • UK Customers

For our UK customers after you have requested your return you will also be given a QR code which can be used at selected Post Office branches to generate the return address label you can check post office services Here


We recommend posting at a location that can provide a proof of postage receipt please keep hold of your proof of postage until your return has been completed.
Royal Mail also offer a free collection service to most UK locations if you are unable to access a post office location and can supply the returns label when collecting.

If a return has not been requested through our returns portal or the provided Royal Mail label/ QR code is not used and the order is returned at your own expense we are unable to reimburse this cost and you must include your order information within your parcel.

 

  • US Customers

Simply request your return in our Returns Portal. there is the option to use a pre paid label for USPS, this is charged at £5, this will be converted to USD and deducted from your final refund amount, you can also organise your own postage if preferred.

A QR code will be emailed to you which can be used at USPS location to print the returns label.

If you are unable to access a USPS location that can provide labels with a QR code please select that you will use your own postage when requesting your return.

We recommend posting at a location that can provide a proof of postage receipt and if organising your own postage an appropriate level of tracking/ insurance please keep hold of your proof of postage until your return has been completed.

We are unable to offer exchanges to our US customers, all returns will be refunded.

  • Customers outside of the UK/US

Please write our returns address below on your parcel:
TALA Returns
c/o James and James Fulfilment
Rhosili Road 
Brackmills Industrial Estate
Northampton 
NN4 7JE
United Kingdom 

Simply write your order number, name, address and reason for return on a piece of paper enclosed with the products.

We recommend posting at a location that can weigh your parcel, provide a proof of postage receipt and an appropriate level of tracking/ insurance please keep hold of your proof of postage until your return has been completed.

 

Can I return a faulty item?

We are sorry you have a faulty item but we are happy to refund or replace faulty items within 6 months of the purchase date. Please contact our customer service team at hello@wearetala.com with your name and order number.

My item is faulty but my purchase date was more than 6 months ago - is there anything I can do?

Unfortunately, we are unable to provide a replacement or refund if the item was purchased more than 6 months ago, unless you’re able to demonstrate that the item was faulty when you received it. 

How long will my refund take?

Please allow up to 21 days to receive your refund. The refund will be made on to the same payment method used in your original purchase.

I have been refunded less than my original payment amount - why is this?

We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying in a currency other than GBP, USD or CAD exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount. 

For US customers who have used our pre paid label option a charge of £5 (Converted to USD) will be deducted from your refund amount.

  

Purple Dot Pre-order

Pre-orders can be cancelled free of charge, before they are dispatched. Simply enter your order number beginning with PD and postal code here.