Delivery & Returns

Shipping

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 info@tallow-ash.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. 

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 info@tallow-ash.com with your name and order number, and we will look into it for you! 

Returns

Original Condition

Customer safety is really important to us, therefore we cannot accept any returns that are opened or used. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to refusal.

Return Outcomes

Returned items may be eligible for a refund, store credit or exchange, providing your return is in line with the rest of our policy. You can exchange, choosing from the below options:

In-line exchange: Exchange for the same item in an alternative fragrance at no additional cost. Subject to price amendments.

Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.

*Exchanges are dependant on stock availability. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange. All exchanges will be dispatched once you're return has been processed and approved.

Processing Time

We aim to process all returns within 10 working days (UK) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first.

We'll email you once we've received and processed your return.

Unreasonable Claims / Fair Use Policy

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, ordering and returning higher than the average return rate, unusual patterns of returns activity.

If you return items that do not match what you originally ordered, we reserve the right to refuse the return. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return. The cost of the return isn’t covered by Tallow + Ash, unless the product is faulty in which this will be refunded back to you once the return has been received.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

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.