Customer Service

Delivery

Saturday, Sunday and Bank Holidays are not classified as working days. Made to order items including children and adult t shirts, sweatshirts and backpacks take up to 3 weeks to be dispatched. Please contact us if you require the item sooner at info@tommyandlottie.com

UK signed for – £4.50- sent 2nd class Royal Mail 2-3 working days – includes postage and packaging costs.

International signed for – £10.00 – sent via Royal Mail – 5-10 working days – includes postage and packaging costs.

We are not responsible for any delays that may occur with Royal Mail services.

Packaging

We believe that packaging should be as beautiful as the product but without impacting the planet and creating unnecessary waste so all our orders are sent in a recyclable, biodegradable postal bag. If your item is a gift and would like it wrapped in recyclable grey tissue, sealed with stickers and to include a postcard with your own personal message, please add this to the special instructions section when placing the order on our website or email us  info@tommyandlottie.com with your order number and we can add it for you.

Framed prints are wrapped in protective bubble wrap and recyclable postal bag.  Unframed prints are sealed in a biodegradable cellophane bag with a backing board and are sent in a do not bend envelope.

Returns & Exchanges

Made to order clothing

We unfortunately cannot accept exchanges or refunds on any of the made to order items, these include the adult and childrens t shirts, adults and childrens sweatshirts. Please make sure you check the measurements on the product pages before ordering. If you need any help or advice please contact our customer service team info@tommyandlottie.com

Faulty/Other items

You can return  baby clothing, back packs and wall prints as long as the item has not been worn or washed and is returned with all packaging and swing tags in a re-saleable condition, within 14 days of receipt for a refund or exchange.

Please follow the procedure below. The item must be returned within 14 days of receipt of the merchandise. It is the customer’s responsibility to return the item and pay for the cost. We recommend that you return the goods via recorded or tracked delivery. We will not be able to refund or exchange any items that are lost in transit back to us.

Please enclose a covering note explaining the reason for a refund and contact details including a name, address, contact telephone number and email address and return it to : tommy & lottie, 8 Sheppards Close, St Albans, Hertfordshire, AL3 5AL

If you wish to exchange your item for a different size please contact us and we can confirm that we have your size in stock and we can put that item away for you until we receive your original order back.

Please allow up to 14 days for us to process your exchange or refund.

If you have query’s please do not hesitate to contact us at info@tommyandlottie.com

Payment Methods

We accept all major debit and credit cards and payments are processed securely through PayPal. You do not need to have a PayPal Account to purchase.

Washing Instructions

Wash at 30 degrees with similar colours.
Reshape while damp.
Do not tumble dry.

 

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