FAQs

 

WHAT IS YOUR DELIVERY POLICY?

UPDATED FOR COVID-24 March 2021

Due to the recent COVID-19 outbreak our online orders may take slightly longer than usual to process. If the item is in stock, we will post out as soon as we can. Your order will be sent out as soon as possible via Royal Mail 48 or Yodel Direct.

We aim to process all orders as quickly as we can.

UK Delivery

Standard Delivery is FREE. Our orders are usually dispatched within 5 working days via Royal Mail 48 or Yodel Direct. Once shipped we will send you out a tracking number on most orders. A signature is not required. Please allow 7 working days for delivery. Please also note that some items may be shipped separately as some of our items are made to order. If you have not received your order within 7 business days, please contact us using the contact form or by emailing us at darkturtleclothing@gmail.com

THERE IS CURRENTLY NO SHIPPING AVAILABLE OUTSIDE OF THE UK. HOWEVER, WE ARE WORKING ON THIS TO BRING OUR PRODUCTS ACROSS THE GLOBE. 

 

WHAT IS YOUR RETURNS POLICY?

RETURNS & EXCHANGES (Online orders only)

Hopefully you will love all of our items, however, if there is something is wrong, don’t worry, you can return or exchange it using the processes laid out below.

Return Process
Please initially contact us within the first 7 days of receiving your order confirming the reason for the return We will then respond asking for further details or letting you know where to send the item/s to. You must send your unwanted items back within 7 working days of receiving confirmation from us. Unfortunately, we cannot accept responsibility for any lost items. We therefore strongly recommend that you return items using a tracked service.

Once we’ve received the returned items your order will be refunded to your original method of payment within 5-10 working days.

Exchange Process
If you wish to exchange an item for a different size, please contact us directly using either the contact form or email us at darkturtleclothing@gmail.com. We will then provide instructions on what to do next. 

Once we have received your return, we will endeavour to send the alternative item to you. Unfortunately we are unable to reserve stock for exchanges. If the requested alternative item is not in stock, we will let you know proceed to process a refund.

Please note, we do not exchange items for alternative styles.

WHAT ABOUT FAULTY GOODS?

Whilst our primary concern is delivering to you goods of the highest quality, unfortunately, sometimes mistakes do happen.

If you find that your order is faulty or damaged in any way, we ask that you send an image of the issue along with your order number to darkturtleclothing@gmail.com to us as quickly as possible. Once we have the images, we will arrange for replacement item(s) to be sent to you as soon as possible.

For more information, please see our terms and conditions page at www.thedarkturtle.com/terms-conditions/