RETURNS & REFUNDS

*Returns update*

We've extended our returns policy so you (or your bestie) can return any unworn TALA item purchased between 1st November and 31st December 2020, up until 28th February 2021. 

All purchases made in January 2021 have an extended 60 days return period.

We’re experiencing some delays with returns at the moment. All of our couriers and postal services are experiencing delays with getting parcels to us due to a huge surge in online orders and having to follow social distancing guidelines which can mean fewer staff working. Also, when parcels arrive at our warehouse they must be set aside for 48 hours before processing can begin to ensure we’re following the government guidelines related to COVID-19. Therefore with these two issues combined you may see some delays in your exchanges being processed and money being refunded. Therefore it may be 3-4 working days (excluding weekends) before you receive confirmation of receipt.

Do you accept returns?

We are happy to accept returns within 28 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

Returns address:

TALA
c/o James and James Fulfilment
Liliput Road
Brackmills Industrial Estate
Northampton
NN4 7DT
United Kingdom

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

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

  • Underwear
  • Masks
  • Water bottles
  • Cutlery

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

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

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 (shown above) on your parcel.

Can I return items from more than one order together? 

Yes of course. Please indicate clearly on your returns note inside the package, which order number relates to each item being returned.

Can I return a faulty item?

We are very 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.

Do you offer free returns?

If you have changed your mind about an item, we unfortunately do not offer free returns.

If your item is faulty, please contact our customer service team at hello@wearetala.com

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. Know your rights - for more info, please click here

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. We are aware that due to COVID-19, and some borders being closed, that some postal services are temporarily not accepting parcels for the UK. We have over recent weeks seen a re-opening of the borders and parcels moving, therefore we would expect this issue to be resolved soon. If you experience difficulties please email us with details including your order number, and the item you wish to return to hello@wearetala.com. Once the borders re-open and 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.