Returns & Price Adjustments
Returns & Refunds
We ship all orders from France and carefully inspect each item before dispatch. If you experience an issue, please review the information below and contact us before returning any product.
Start a return
To request a return, email us first at tillila.contact@gmail.com. with:
- Order number
- Reason for return (valid reason required)
- Photos if the item is damaged or incorrect
Returns sent without prior approval may be refused.
Return eligibility
Return requests must be made within 14 days of delivery. Returns are accepted for valid reasons only and must meet the conditions below.
Accepted if
- Item is unused and in original condition
- Returned in original packaging (with all components)
- Proof of purchase is provided (order number / confirmation email)
Not accepted if
- Item is used, washed, worn, or altered
- Return is requested after the allowed period
- Item is a custom / made-to-order product
- Item is marked Final Sale (if applicable)
Return shipping costs are the customer’s responsibility. Original shipping fees are non-refundable.
Refunds
Once the return is received, we will inspect the item. If approved, refunds are issued to the original payment method.
- Refunds are processed after inspection (please allow up to 10 business days).
- Bank processing times may vary.
- Shipping costs are not refundable.
Damaged, defective, or incorrect items
If your item arrives damaged or incorrect, contact us within 48 hours of delivery. Please include photos of:
- The item
- The packaging
- The shipping label
After review, we will offer the most appropriate solution (replacement or refund depending on the situation).
International orders
International shipments may be subject to customs duties and local taxes. These fees are determined by local authorities and are the customer’s responsibility.
Any shipping costs to return an international order are also the responsibility of the customer.
Handmade products – important note
Our products are handcrafted. Small variations in color, texture, finish, or shape are part of the handmade character and do not qualify as defects.
Damage caused by misuse, normal wear and tear, or improper care is not eligible for replacement or refund.
Price adjustments
We do not offer price adjustments. Promotions, discount codes, and sales prices cannot be applied retroactively.
Need help?
Our support team is here to assist you. Email us at tillila.contact@gmail.com. and we’ll reply as soon as possible (typically within 24–48 business hours).
