Returns & Refunds

If something is not right, we want to put it right. This page explains when you can return an item and how a refund is issued.

Return window

You may request a return within 7 days of delivery, provided the item is unopened, unused and in its original packaging with seals intact.

What cannot be returned

• Items that have been opened or used, for hygiene reasons.
• Items missing their original packaging or seals.
• Items marked as final sale at the time of purchase.

This does not affect your rights where an item arrives damaged, faulty or materially different from its description — in those cases we will replace or refund it regardless of the condition of the seal.

Cancelling before dispatch

You can cancel an order yourself, free of charge, at any time before it is dispatched. Open My Orders and choose Cancel. Because we are cash on delivery, no money changes hands and there is nothing to refund.

How to start a return

1. Email support@treetoneshop.com or use our contact form within 7 days of delivery.
2. Include your order reference (it begins TT-) and a short description of the issue. Photographs help for damaged items.
3. We will confirm the return and arrange collection or provide a return address within one business day.

Refunds

Because orders are paid in cash on delivery, approved refunds are issued by bank transfer to an account in the name of the person who placed the order. Refunds are processed within 5–7 business days of us receiving and inspecting the returned item.

Original delivery charges are refunded where the return is due to our error — a damaged, faulty or incorrect item. For change-of-mind returns, delivery charges are not refunded and return postage is the customer’s responsibility.

Damaged or incorrect items

Please contact us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund, including delivery charges, at no cost to you.

Exchanges

We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want.