Delivery & Returns
All orders are typically processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. We are a small team, so during launches it may be longer. You will receive another notification when your order has shipped. Please contact us on email@example.com if you have any queries relating to shipping times.
If you have ordered something with a dispatch date, your whole order will ship on that date.
Please leave 1-3 business days after receiving your order confirmation email for fulfilment. Please order before 16th December for guaranteed Christmas delivery.
Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout. Delivery is Express Tracked, which should deliver in 48hrs from dispatch. Please note our warehouse team are available Monday - Friday 9am - 5pm, so if you place an order over the weekend or after 3pm Friday, we'll dispatch on Monday.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you!
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at email@example.com. Please note that returns will need to be sent to the following address: TALLOW & ASH, UNIT 5 FRANCIS WOODCOCK TRADING ESTATE, GL1 4JE
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages, issues and stolen parcels
Please let us know straight away if the item is defective, damaged or if you receive the wrong item, so that we can sort an exchange for you right away.
We send all of our parcels on a tracked service with photo evidence on delivery. If we have photo proof of delivery and your parcel is stolen, we don't insure these orders. If you believe your parcel has been stolen, please report it to the police and let us know your Crime Reference Number so we can investigate it further with the courier.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
We will notify you once we’ve received your return, and let you know when the refund has been approved. 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 email@example.com.