delivery / shipping
We aim to dispatch all standard and next day orders placed before 12pm Monday to Friday (excluding Bank Holidays) on the same day. All standard and next day orders received after 12pm on Fridays and over the weekend will be processed on the next working day.
The vast majority of our delivery services can be tracked. You should receive a tracking number when your order is dispatched. If you do not receive a tracking number, please contact us here.
Please note that our free delivery thresholds will always be applied after a discount code is used, not before. If your order total is below the threshold after using a discount code, then the delivery charge will be applied.
delivery to the UK
Royal Mail - UK Standard Delivery (tracked 2-3 working days): £3.95 (FREE on orders over £35)
DPD Next Day Delivery* (tracked, order by 12pm): £5.50
*Not available for BT postcodes, Guernsey, Jersey and Isle of Man. Orders placed after 12pm on a Thursday are not eligible for our Next Day service as we're currently unable to offer Saturday and Sunday delivery.
delivery to the US
DHL Express (tracked 2-4 working days): £15.00 (FREE on orders over £100)*Services may vary to Alaska and Hawaii. The final price you pay at the checkout will be inclusive of all duties and taxes if your order is below $800. You may be expected to pay further charges once your parcel arrives in the US if your order is over $800.
delivery to Canada
DHL Express (tracked 2-6 working days): £25.00 on all orders*The final price you pay at the checkout will be inclusive of all duties and taxes.
can I cancel my order?
Our warehouse team will immediately prepare your order for dispatch once it has been processed. Therefore, once your order is confirmed, it cannot be cancelled or amended. Please ensure that you are happy with your order before completing your purchase and check all sizing and address details are correct.
If you have any queries, please contact us at hello@weareturtl.com
UK returns
We offer a 30-day returns policy from the date your order is received.
There will be a £3 processing charge for returns made using our Royal Mail returns method - please find the link below. This will be deducted from your overall refund value. If you have received the wrong item, or your item is faulty, please contact us before making your return.
There will be no charge for orders being returned requesting an exchange.
You can also create your returns label on the Royal Mail website.
If you didn't receive a returns form or have misplaced it, you can print off a blank form here.
non UK returns
All return costs are to be covered by the customer, with items returned to our UK address:
turtl Returns Danielle House,
Ledson Road,
Wythenshawe,
Manchester
M23 9GP
United Kingdom
refunds
We will endeavour to process your return within three working days of receipt. If a refund is requested, this will be issued immediately but may take up to five working days to show in your account. For refunds to PayPal, PayPal may hold your funds for a short period before they can be withdrawn/used again.
exchanges
On the returns form that was enclosed with your order, please detail the product you would like as an exchange noting the style, colour and size. There will be no additional charge for the delivery of your exchange. You may not receive a notification when your exchange has been dispatched, so please allow a few working days after you've made your return.
If you would like the exchange quickly, we suggest you place a new order and then send the original item(s) back to us with your completed returns form and we will refund you on receipt of the original order.
If it is the case that the requested item, acting as an exchange, is not in stock when we come to process your return, we will action a refund for your order. We will endeavour to notify you of this by email.
If a refund is required because the item requested as an exchange is less than the original item value, please make a note of this on your returns form. If the exchange item you are requesting is of greater value to the item ordered originally, we will contact you to let you know we've refunded your order in full and kindly ask you to make a new order for the item you had requested as an exchange.
worn returns
Unfortunately, we are unable to offer refunds on non-faulty products that have been worn or used. Before wearing your item, please make sure that it fits properly. If you find it doesn't fit at a later stage, we will be unable to offer a refund. Any non-faulty products that are returned to us in a worn condition will be disposed of and the cost of the item will be retained as a disposal charge. If you believe your item to be faulty, please see below.
faulty returns
We check all orders that we dispatch for quality, but we do understand that occasionally the odd order may slip through our stringent checks. We may not honour a refund for the return postage unless you've contacted us initially.
Please contact us about the nature of the fault before returning the item to us. It's helpful to send photographs or a video to demonstrate the fault with the item. We will deal with the issue accordingly.
