PLEASE NOTE REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 28 DAYS OF YOUR CARD BEING DEBITED.
Q - How do I return something?
A - Returns should be sent to.
Tee Tree Group Ltd
Unit 9 Wessex Industrial Estate
The cost of returning the item to us is your responsibility. Please allow 3-5 working days for your return to be processed
Q - Will I get charged for postage again if I want to exchange something?
A – No. Exchanges are FREE! Exchanged goods are sent via the same tracked 48H service
Q - How quickly will my exchanged goods be sent?
A - Exchanges will be processed within 5 working days of receipt.
Q - I've sent an item(s) back for refund, how soon will my card be credited?
A - Returned items will be processed/checked within 5 working days. We aim to make refunds to cards as soon as possible, normally within 3-5 working days, but during busier periods this may take slightly longer.
Q - I sent an item back for exchange but I haven't received my replacement.
A - It is possible that we may have tried to contact you regarding your exchange and might have emailed you already. For example, if we were unable to send you an alternative size (due to an item being out of stock) we would have emailed you; our email may have been swept up by your spam/junk mail filter. Please send us an email with your invoice or order number, name, address and a contact telephone number to firstname.lastname@example.org.
Q - A friend bought me a T-shirt, which I want to exchange, but I don't have a receipt.
A - Send the T-shirt back to us with details of your friend's name, address and email address (if possible). Please include your phone number in case we need to contact you and a note explaining what you would like to exchange it for.
Q - I want to return an item for exchange/refund but I can't send it back within the 28-day returns period.
A - If you are unable to return an item within the 28-day returns period please email email@example.com. Include your Invoice Number or Order Number, name, email and contact telephone number and a brief note explaining your circumstances and when you will be able to return the goods to us.
NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 28 DAYS OF YOUR CARD BEING DEBITED.
FAULTY OR WRONG T-SHIRTS SENT
Q - I've been sent a faulty or wrong item - what should I do?
A - Please contact us straightaway if you have a problem with your order - Tel 01494 853150 or email firstname.lastname@example.org
LOST OR DELAYED GOODS
Q - Where's my order - it hasn't arrived yet?
A - Standard Delivery orders will be sent via Royal Mail and should arrive within 48 hours of despatch. We fully track all orders and If you have not received your order or a card, please email email@example.com stating the billing contact (name and address), order number and date the order was placed. We aim to respond to your enquiry within 48 hours (Monday to Friday).
Please contact us straight away on 01494 853150 or email firstname.lastname@example.org if there is a problem with your order.
CANCELLING AN ORDER
You have the right to cancel an order within 7 working days of receipt of your goods. Unless faulty or incorrect products were delivered, you are responsible for the postage costs of returning the items to our depot for an order refund.
Q - How do I cancel the order I have just made?
A - Message us using our customer service site: CLICK LINK stating your name and the time you ordered, plus any order details you may have been emailed. Please state why you would like to cancel the order. You will be sent an 'Acknowledgement' email within 24 hours (Monday to Friday excluding bank holidays) confirming that your order will be cancelled. Your card will be refunded for the full order amount. Please allow up to 10 days for the refund to appear on your credit card or bank statement as the length of time refunds take varies depending on the card issuer.
Q - I experienced problems when I ordered and I don't know if my order went through.
A - Send us an email to email@example.com stating your name and the time you ordered, plus any order details you may have been emailed. We will reply to your email within 48 hours (Monday - Friday).
CAN'T FIND AN ANSWER TO A QUESTION?
Ask us using our customer service site or call us on 01494 853150 Monday - Friday, 9am - 5pm and we'll do our very best to help you!