Refund policy
Tilly. The Label/Tilly. Lounge/TL Studios have a 14-day return policy from the date it is received.
Garments can be exchanged due to change of mind for a replacement or a store credit only. Accessories can not be refunded due to health and safety.
Please inspect your order thoroughly upon opening and contact us immediately via email if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the faults/issues and include as much detail as possible.
All items must be returned in its original condition, unworn & unwashed, with all tags, labels & hanging ties attached, and in its original packaging.
Garments that have been soiled with anything including make up, deodorant marks, cigarette smoke or body odour will not be accepted for exchange or store credit.
Customer is to return garments at their own cost. Tilly. The Label/Tilly. Lounge/TL Studios will not offer prepaid returns labels.
All return inquiries will be investigated.
To get the return processes started or to ask any questions regarding your return, you can contact us at sales@tillythelabel.com.au.
Pre-Orders
Pre-Orders
All pre-orders are to be paid in full. If Tilly. The Label, Tilly. Lounge or Fakin' It Club are not able to provide the garment/s within a reasonable time-frame, you may be entitled to an exchange or refund.
If on the rare occasion the garment/s become unavailable beyond our control and Tilly. The Label, Tilly. Lounge or Fakin' It Club are unable to provide the garment/s to you, we will contact you directly via email to offer an exchange or refund.
Please email sales@tillythelabel.com.au with any questions or concerns.
If on the rare occasion the garment/s become unavailable beyond our control and Tilly. The Label, Tilly. Lounge or Fakin' It Club are unable to provide the garment/s to you, we will contact you directly via email to offer an exchange or refund.
Please email sales@tillythelabel.com.au with any questions or concerns.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@tillythelabel.com.au.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@tillythelabel.com.au.