Delivery and Returns
DELIVERY
- Due to many of our products being handmade there is a processing time of 7 days prior to shipping.
- You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped after processing time.
- Gift Card purchases don't count towards the free shipping threshold.
- In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
- We are currently only Shipping to the UK, Ireland and Europe.
How much is Shipping?
We offer flat rate shipping of £4.99 to the UK on all orders. We also offer FREE shipping on any orders over £70 in the UK. For shipping to outside of the UK, this is calculated at checkout, customs and taxes is not included in overseas shipping.
What is processing time?
Due to the nature of many of our products being hand made to order there is a processing time of 7 days for us to cut, sew and finish your products. We hope you can appreciate true high quality products take time to create and the little longer wait means you will have an item truly made to last.
When will i receive my order?
You will receive tracking information once your items have been shipped. This time frame includes up to 7 days processing time then shipping which is usually 2-3 days. If you haven't received your order within 12 days please contact us and we ill try our best to help.
How is my order sent?
All order are sent tracked 48 postage for piece of mind.
Where do you ship too?
We now offer international shipping including UK, Europe, Ireland. For more information on shipping to your location please contact us at admin@toughcherry.com or use our chat feature.
what is preorder and when can I expect delivery
When purchasing a preorder you are securing your product selection in your desired print and size prior to main release. Upon order there will be a designated time line of when your products will be expected to be created by followed by the standard fulfilment and delivery times. Once the order has been crafted you will receive an email stating that your order has been fulfilled and posted out for delivery.
My order has arrived damaged/ wrong?
In the unlikely event you're missing an item, your order is damaged, or you've receive a wrong item/order, please contact us with the following information and we'll get it sorted;
- Your order number
- The name of the item you didn't receive
- A photo and the name of the item you have received (if the wrong item)
FYI; All claims for orders arriving with missing/wrong items must be made within 7 days of the delivery date.
RETURNS
- We put great care into all of our products and orders but sometimes mistakes happen. Read though our commonly asked questions below to find out the next steps of how to contact us with your query.
- Please ensure if any items are damaged or faulty images are taken on arrival and are contained in emails sent to us with returns labels still attached. Without this in place we will be unable to accept any return.
- We are happy to discuss any returns however, our Custom Products and Custom Artwork are none refundable unless damaged or faulty.
- Our Event tickets are non-refundable.
How do I return my order?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with return tags and security tag intact.
To start a return, you can contact us at admin@toughcherry.com. Please note that returns will need to be sent to the following address: 14 Hollingsworth Lane, Epworth, Doncaster, DN9 1EX.
If your return is accepted, please safely and securely package the item being returned in its original packaging and post to the address listed above. Additional instructions will be provided as to what to contain in the parcel including a returns slip which will be emailed to the email used to purchase the product. Items sent back to us without first requesting a return will not be accepted. If product is not received or arrives damaged this is at the fault of the sender to fix with the courier and not of error with Tough Cherry. Return shipping cost is covered by the customer sending the item.
You can always contact us for any return question at admin@toughcherry.com.
What happens after I return my order?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@toughcherry.com.