Refund policy

We have a 15-day return policy, which means you have 15 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, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase, the order number.    The paperwork in your delivery can be used.

To start a return, you can contact us at hello@tortue.uk. Please note that returns will need to be sent to the following address: Tortue UK C/O The Online Fulfilment Centre, Unit 19 Enterprise Village, Prince Albert Gardens, Grimsby, DN31 3AT

If your return is accepted, we’ll send again instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.    We are doing our bit for the environment and ask for your help to keep returns to a minimum please.   The Stylist team are always happy to advise on sizing.    

You can always contact us for any return questions at hello@tortue.uk.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.   We want 100% happy customers who get lots of compliments when wearing your outfit purchased from us.

Exchanges
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.

Refunds
We will notify you once we’ve received and inspected your return. 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 hello@tortue.uk.