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
-The item is safely packed to avoid damage in transit and contains either a copy of the original order/packing slip or a copy of the return request
To request a return, please use our Returns Portal.
Please note - if you return your item and the above conditions are not met, we will be unable to offer you a full refund.
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)
- Face coverings
- 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?
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.
If your item is faulty, please contact our customer service team at email@example.com with your name and order number before returning.
For our customers outside of the UK, If you have changed your mind about an item, we unfortunately do not offer free 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.
If you have a faulty item please contact our customer services team at firstname.lastname@example.org with your name and order number.
Can I return something if I haven't got a printer?
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
If you are unable to access a post office that provides this service you are able to follow the instructions below for our non UK customers although postage will need to be paid and we are unable to reimburse this cost.
For our customers outside of the UK Simply write your order number, name, address, whether you’d like a refund or replacement and the issue with the item(s) on a piece of paper and enclose with your return.
Please write our returns address below on your parcel:
c/o James and James Fulfilment
Brackmills Industrial Estate
Can I return items from more than one order together?
For our UK customers we recommend returning orders separately using the returns labels 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 you can return more than one order together provided there is a separate returns note inside the package, for each order being returned.
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 email@example.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, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount.
I want to return an item for an exchange or refund, but my local postal service won’t accept parcels being sent to the UK. What should I do?
We are sorry that you’ve experienced difficulties returning an item to our warehouse in the UK. please email us with details including your order number, and the item you wish to return to firstname.lastname@example.org Once the postal service will accept parcels, we will then accept your item back for exchange or refund even if its outside of our usual returns policy.
If I buy an item via ASOS, can I return it to TALA?
All products purchased via ASOS must be returned to ASOS. You can find out all information about ASOS returns and refunds on their website here. Please contact ASOS customer support if you have any further questions.
Will I receive my items in TALA packaging?
Yes, your TALA item will arrive in our 100% recyclable product polybags with our plantable seeded paper tags. It is ASOS policy that all orders arrive in ASOS branded courier bags, which contain 80% recycled materials and are recyclable.
Where are your ASOS products produced?
TALA manages the production of all ASOS stock at via our factory partners, and all products are produced at factories that have been audited in line with our brand values. For more information, please visit the “Our Factories” page on our website.
Are the styles on ASOS available on your website?
ASOS currently stocks exclusive styles or exclusive colours of bestselling TALA products which are not available on the TALA website.
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.