Shipping & Returns
Shipping Policy
Shipping
We deliver free of charge to UK Mainland - with no minimum order value. To ensure that your package arrives reliably and safely, we work with renowned logistics companies such as DHL, DPD, GEL or UPS.
Please note: If it is necessary due to the size or weight of your parcel, your order will be delivered "free curbside" by a forwarding agent. In this case, the shipping company will contact you for a delivery date. "Free kerbside" means that the goods are only unloaded from the truck. All other transport routes (e.g. to your home) are carried out in consultation with and at the discretion of the forwarding agent or must be agreed in advance with the forwarding company. This may result in additional costs.
More information about shipping and delivery can be found under Help and Contact.
Please note: When shipping to islands, an island flat rate may apply, resulting in additional costs. You can find out whether this applies to your order and how much the flat rate is before you complete your order in the checkout.
Return & Exchange Policy
NO QUIBBLE RETURNS & REFUND POLICY
Returns
Our policy lasts 30 days. If 30 days have gone by since receipt of your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original and undamaged packaging.
If you have notified us by email that it is your intention to return your order, you must do so within the 30 days of receipt of purchase.
If your item is damaged on arrival, or you notice there is damage when assembling your order, we will happily accept your return. But you must return your item in its original and undamaged packaging.
Goods that are exempt from being returned are products that contain hazardous materials, or flammable liquids or gases.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please repack your item with care using all the original packaging as the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the contents. Add 'fragile' labeling if the contents require special handling. We also urge you to insure your return against damage or loss.
If the item is damaged on its way back to us due to poor packaging, we will not be able to issue your full refund.
There are certain situations where partial refunds might be granted (if applicable and at our discretion)
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Any item not in its original condition, is damaged or missing parts for reasons not due to our error
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Any item that is returned more than 30 days after delivery
With the exception of damaged items, customers wishing to return unwanted orders are responsible for the cost of the return.
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.
If we have sent you a free gift with your order and you wish to return your order and receive a refund, we reserve the right to deduct the retail value of the gift from your refund.
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 at support@tierraabode.com.
Cancellation Charges
A cancellation charge on orders not paid in full and unfulfilled after 30 days will apply. This charge will be 25% of the purchase price of the goods ordered.
Exchanges of damaged items
We will happily replace or refund items if they are defective or damaged. We ask that you first send us an email along with photos of the damage itself. Email us at support@tierraabode.com.
We will arrange for its collection. You are responsible for dismantling an assembled item and ensuring it is returned it in its original packaging. If the original packaging is damaged too, then we ask that you find an alternative and robust packaging. Couriers will not accept loose items unboxed.
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 unless the item was delivered in a damaged state and is unusable. Shipping costs are non-refundable.
Please always return items in their original packaging. Please do not write on the packaging. We ask that any mailing labels you use be placed over the orignal mailing label that was used to deliver your item to you.
Depending on where you live, the time it may take for your exchanged 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.