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Our Guarantee

We have a risk free 30-day guarantee!

We truly believe we have some of the best products in the world, and we want to make sure we back that up with a risk-free 30-day guarantee.

If you don't have a positive experience for ANY reason, we will do WHATEVER it takes to make sure you are 100% satisfied with your purchase.

Buying items online can be a daunting task, so we want you to realize that there is absolutely ZERO risk in buying something and trying it out. If you don't like it, no hard feelings we'll make it right.

We have 24/7/365 Ticket and Email Support. Please contact us if you need assistance. Contact Us 

How do I return/refund something? 

We offer returns for product that are either defective or damaged during shipping.

Our Returns Policy timeframe is 30 days from when an order arrives at your address.

All sales are final except when the product is sent wrong/damaged.

To be eligible for a refund or return, you must first email us within 30 days of receiving the products by CLICKING HERE with pictures of the damaged items, your item must be unused and in the same condition that you received it. It must also be in the original packaging and then return item to us at your cost. Upon the receipt of the damaged item we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by CLICKING HERE

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your refund product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds are being issued in the following cases:

  1. The incorrect item was received in terms of color, size, or model (evidence is needed).
  2. The item is used, defective or in extremely poor quality (evidence is needed).
  3. The estimated delivery time of the order has expired.
  4. The shipment went missing.
  5. Once again returns for change of mind are not accepted as all sales are final.
  6. Before contacting us please take a video and photo of the refundable product.

We want you to shop with confidence and worry less, ensure you will receive your item on time and as described.

We want you to be satisfied with your purchase but if the products are faulty, wrongly described or different from a sample shown, we’re so sorry! We are more than happy to fix it up as soon as possible!

We are an Australian, Sydney-based company.

Please allow 3 days for processing and 2-4 weeks for delivery.

Our products are made and sent to and from all over the world, this ensures that we can get the best deal possible for our customers.

You will also receive email notifications every step of the way.

Please note that once you receive tracking notifications to allow 3-10 days for tracking to synchronise on all platforms, attempting to check the tracking status prior will result in an error whilst the systems are being synchronised. You can use our website to track your order by clicking here.

Lost or Stolen Packages

Tilly Living is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Tilly Living will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Please also note that your transaction is protected by our buyer protection program, our policy lasts 30 days after you physically receive the product so if the goods are damaged or lost or not as described you will be compensated 100%.

Thank you once again for purchasing with Tilly Living. 

If you have any further questions, please feel free to email us by CLICKING HERE