If the ordered item is in stock, we will send it to You within 24 hours. If the order is made on a Saturday or Sunday, the goods will be sent to You on the next working day.
If the item You have ordered is out of stock at the time of receiving Your order, we guarantee that Your ordered item will be manufactured and sent to You not later than within 7 working days. Delivery times can be seen here.
You can always track the information about Your order status on Your TILLY account.
The order is processed only after we have received the information on the complete payment of the order.
- Make sure that You have received a confirmation e-mail from the Client Service stating that Your order is received and will be processed further.
- Check the order status by logging into Your account.
- Having logged into Your account, check that the delivery address and contact information You have provided are correct. Make sure that the information is up to date.
- Contact Your post office to make sure that Your order is not delayed.
- Contact Your neighbours to make sure that they have not received the order in Your name.
If You have followed all of our suggestions, but have still not received Your order, contact us by using the contact form.
We will get back to You within 24 hours and do everything possible to solve the problem through joint effort. If we find out that You have not received Your order due to our fault or other circumstances beyond Your control, we will send out a replacement order or money refund.
If you have discovered that the received item is damaged, please use the contact form, and inform our Customer Service, indicating the number of the order, the name and code of the damaged item, as well as a description of the damage in the information field.
If we discover that the damage was done during the manufacturing process, we will send You a new item within 10 working days and cover the return costs of the damaged item.
If Your order is sent in several parts, then each part has its own invoice and a different delivery time.
Together with the received order, You will find an invoice that contains information about those things included in the received order. Please check that the content of the received parcel corresponds to the content indicated in the enclosed invoice.
To receive information about the order units that are still on their way, please log into Your account and verify the status for each part that is sent.
In case You notice some missing items after verifying the enclosed invoice, please use the contact form, inform our Customer Service, indicate the number of the order, the name and code of the missing item. We will resolve the situation as soon as possible.
Do You want to return an item?
You are obliged to return the item not later than 30 days from the day You have sent us the notification of return.
The return of goods can take up to 5 working days until Your order is delivered back to our warehouse in Riga. The length of return depends on Your location and Your chosen postal services.
While planning Your return of goods, please take into consideration the return deadline that is 30 days from the day You have sent us the notification of return.
In case we receive the returned item in our warehouse later than 30 days, we have the right to refuse it and send it back to You.
Before the return parcel reaches us, it is Your responsibility; therefore, when sending out the parcel, do not forget to ask for the document that verifies Your parcel. In case Your parcel gets lost, You will then have proof that You have sent it and be able to turn to the respective service provider with this proof.
Please enclose the returns application form together with Your return parcel, so that upon receiving the return parcel we are able to find You using this and understand the reason for return. We will not be able to accept the returned item without an application form.
The transaction of the operation can take up to 2 working days depending on Your bank.
It is not obligatory that the returned item is in the original packaging.