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Returns and Exchanges

All of our items are lovingly hand made by ourselves here at the Tutu Factory UK. Please note that as our items are hand made to your specifications they can only be returned if they are faulty. So please make sure that you order the perfect one! We are more than happy to exchange if you find it doesn't suit or you'd like a longer/shorter one.

Now for the grown-up stuff.

Refunds

Buyers are responsible for reading all descriptions and store policies before purchasing.

We follow the Distance Selling Regulations (UK) 2000 which means that you may return any off-the-shelf item for a full refund (excluding delivery charges) within 7 days of delivery providing the item is new and unused. Please note that custom-made items. such as our tutus and veils are excluded from this and may only be returned if faulty or not as specified.

As all of our tutus are custom made to order or 'bespoke items' (as you can choose style, size, length, colours, etc.) we cannot accept returns nor give refunds unless the item is faulty. (See further down for faulty item information) Please make sure you read the product description underneath the tutu you wish to purchase before placing an order.

We are always happy to answer any questions about any of our products before you decide to purchase so you do not end up with a tutu that you would need to return. We can help with sizes, lengths, good colour combinations etc. There really is no such thing as a stupid question with us! You can check out the Tutu Info section or our FAQs to help or send us an email. 

If, by chance, we have a 'blonde moment' and send out an incorrect tutu please get in touch as soon as possible and we will send out the correct tutu/item for you right away. Please remember that items are hand made to order so we probably won't have one ready to make up and send out that day. But we will do our best to get it out to you as quickly as we possibly can.

By continuing to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use. If you disagree with any part of these terms and conditions please do not purchase any of our items.

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

Any ineligible goods returned will be refused, so it's important that you read and understand the following returns information.

 

Faulty Items

All of our tutus are checked before being sent out, however in the event that a tutu is received faulty or damaged, please inform us within 7 days of receiving your order.

Customers MUST contact us before returning an item for instructions. Do not return goods for any reason without first contacting us as it may then be impossible to replace or refund the item. The item must then be returned to the address provided. Please note that we cannot take responsibility for the item should it not arrive so you may like to send it via recorded delivery.

 Once the item has been received, it will then be inspected and an exchange or refund will be issued. Return postage costs will also be refunded as long as the item is faulty. Any items that do not meet our return policy will not be credited.

 

Exchanges

If your tutu has arrived and you realise you have chosen the wrong colour by mistake or wold prefer a longer/shorter tutu, etc. we are more than happy to exchange your item for you.

Please get in touch within 7 days of receiving your order and let us know what you would like to exchange your order to. It is the customer's responsibility to pay for postage costs to return and to re-send the exchanged item. Your exchanged tutu will not be dispatched until the invoice to dispatch has been paid.

Exchange items may have the same processing time as your original order as it will still need to be made up especially for you.

Customers MUST contact us before returning an item for instructions. Do not return goods for any reason without first contacting us as it may then be impossible to replace or refund the item.The item must then be returned to the address provided. Please note that we cannot take responsibility for the item should it not arrive so you may like to send it via recorded delivery.

Extra charges may also be added if you are adding to your tutu, such as length or size.

 

 

All terms of trade are governed by and comply with the Consumer Contracts Regulations (2014). 

By continuing to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use. If you disagree with any part of these terms and conditions please do not purchase any of our items.

 We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.