📦 STANDARD RETURNS
All UK & International orders must be returned within 30 days of the original purchase date.
All returned items must be unworn and have all original packaging including any & all labels still attached.
Please return unwanted item(s) to the below address;
TEEPEG LTD – Returns Department
18 St Austell Business Park
Provided item(s) are returned unworn/undamaged and have all original packaging including any & all labels still attached a full refund* will be credited to the payment method used for purchase (*minus £2.50 if returns portal has been used).
Optional extra postage options will NOT be refunded.
Orders under £44.95 that have an automatic charge of £4.99 for postage due to not meeting the free postage threshold WILL have this value refunded.
International postage is refundable, however if the parcel is refused/rejected or customs charged are not paid and the order is returned to Teepeg the postage amount will NOT be refunded to the customer.
📦 UNITED KINGDOM
For UK customers returns can easily and quickly completed using our Royal Mail returns portal by clicking this link. Please note, £2.50 will be deducted from the value of your refund should you choose to use this service.
When returning an order, we suggest obtaining a certificate of postage from the post office when you send the item(s) back. The returning of unwanted item(s) are the responsibility of the sender until the parcel has been received by the returns department at Teepeg.
Any returns from outside of the UK are to be sent using the customers preferred courier, the customer will be responsible for the cost of returning any item(s), including customs charges.
We advise sending any return using a tracked service in case of any problems arising over the course of the return reaching the returns department at Teepeg.
We only accept the return of items that are unworn and have all original packaging including any & all labels still attached.
To avoid any delay to an exchange/refund, it is essential that the outer of the returned parcel is labelled ‘Returned Goods’ – Failure to do this may cause delays in customs, which will then delay the return being processed and an exchange/refund being completed.
Please complete the enclosed paperwork advising what size garment you would like to exchange for. Once your return is received & processed, we will then send the replacement item out to you subject to stock availability. If the requested item/size is not available, a refund will be processed for the returned item(s)
If the exchange item is more expensive than the original purchase – Teepeg customer service will contact the customer to arrange payment of any additional postage charges either by processing payment over the phone or by issuing an invoice for payment.
Please note, for UK exchanges postage is free for the first exchange, and subsequent exchanges will incur a cost of £4.99 which can be paid either over the phone or an invoice for payment can be issued by our customer service team.
Any exchanges under the value of £44.95 will incur a postage charge to re-ship of £4.99 – This will be invoiced when the exchange is processed. Replacement goods will not be shipped until this payment has been received.
For International exchanges delivery charges are applied according to the destination country – Teepeg customer service will contact the customer to arrange payment of any additional postage charges.
📦 FAULTY ITEMS
If you are concerned an item you have ordered is faulty, first please contact our customer service team either by phone or email on (01726) 815604 or email firstname.lastname@example.org quoting your order number if possible.
Our QC team will then likely request images of the damaged area as well as the general condition of the garment (for shoes we require images of the sole and the label under the tongue with the product specifications) and, in some instances, we may request that the item be returned to us for further inspection.
If/when a claim is approved, we will ask that you 'destroy' the faulty item - this may be by cutting it in half, or by cutting out the tongues/BOA wiring of faulty shoes - and providing images this has been done. Alternatively, the item can be returned to us at the customers cost for us to dispose of. Replacement items, credit notes or refunds will only be authorised once proof the faulty item has been destroyed has been received by our customer service team.
Any item that is returned to us and found not to be faulty may incur a charge of £4.99 to be returned to the customer.
❓ QUESTIONS OR QUERIES REGARDING RETURNS/EXCHANGES
We are open and our customer service team are available from 9am-5pm Monday-Friday, please either call on (01726) 815604 or email email@example.com with any questions or queries you have. Please, where possible, quote your order reference to enable our staff to look up your order.