Refund policy

Last updated: 27th September 2024

Refunds and Returns

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 days of receipt. This includes the cost of delivery, (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery), but excluded the products listed as exceptions below:

  • Personalised or made-to-measure products, this includes fabrics, trimmings, and other items cut to size, including cut items which you have asked us to colour match.

The Refund

We can only make a refund to the original debit, credit or charge card used for the purchase.

Condition of Returns

It's important that returned items are in the best possible condition, so please take reasonable care of them. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Delivery Charges

We will refund any standard delivery charges you've paid, provided you return the full order. If we shipped your parcel at a cheaper rate of postage than you originally paid, and we have subsequently issued a refund for overpaid postage we will refund you the amount you originally paid less any refund you have already received. First class delivery and next day delivery are an additional service and are not refundable, however we will refund the amount you would have paid for saver delivery service.

We’re unable to cancel, refund, or exchange, unless faulty, or not as described, the following products:

  • Items which have been specifically ordered for you, personalised or made-to-measure products, this includes fabrics, trimmings, and other items cut to size, including cut items which you have asked us to colour match.

Returning an Item

If you would like to return an item please contact us in the first instance by email quoting the following:

  • The order number, stock number, the reason for the return.

If you are returning an item damaged in transit, faulty, or incorrectly supplied, we will provide you with a postage paid label for the most cost effective delivery service.

If you want to return items that are not damaged or incorrectly supplied, you can do so in accordance with the Consumer Contract Regulations 2013. This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
  • Your right to return or cancel products does not apply to goods made to your specification, personalised or made-to-measure products, this includes fabrics, trimmings, and other items cut to size. This does not affect your statutory rights if goods are faulty or not as described.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
  • You can cancel by email or write to Customer Services, Tailor Mouse Ltd, Suite 8b Somerset House, Low Moor Lane, Lingerfield, Knaresborough, HG5 9JB.
  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
  • If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.