RETURNS & REFUNDS
TALA Returns Policy
We are happy to accept returns within 30 days of receiving your item. If your return does not meet the following conditions on examination, then the return will be rejected and a refund will not be issued:
- The item has been purchased via the TALA website
- The item is returned in its original packaging & condition, new, unworn and unwashed with tags
- The item is not soiled/impacted by products or odour
- The item is not damaged in any way
- 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 into our returns portal
Returns that are damaged, unsaleable or do not meet these conditions will be rejected, with the refund or exchange request denied.
Non Returnable Items
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 & Hair Clips
- Headbands
- Swimwear must have hygiene stickers in place.
None of this affects your statutory rights. All items are inspected on return.
Returns Information
- 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*.
*First exchange free, additional exchanges will be charged postage. If no stock of the requested exchange size is available at the time of processing, a refund will automatically be processed instead.
- USA & EU Customers
To request a return, please use our Returns Portal.
We are unable to offer exchanges, all returns will be refunded.
We provide the option to use a pre-paid label, this will be 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.
You must include your order number, name, address and reason for return on a piece of paper with the products.
- Customers outside of the UK/ USA/EU
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.
You must include your order number, name, address and reason for return on a piece of paper with the products.
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.
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.
Returning Faulty Items
If you receive an item in a faulty condition please let us know as soon as possible so we can assist you with this.
Please include images of the faulty item, and confirm your order number when contacting us.
If you are concerned that an item ordered less than 6 months ago has become faulty, please contact our customer service team at hello@wearetala.com with your name and order number.
Reduced Refund
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, EURO or CAD exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount.
Orders paid with a ReTALA Takeback discount vouchers are valid one time use only. If you return items purchased using a takeback voucher no further use of the voucher will be permitted.
If you return a product purchased with a takeback voucher you will receive a refund of the discounted price paid for the item.
For US & EU customers who have used our pre paid label option, the charge will be deducted from your refund amount.
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