Delivery and Returns

Shipping Policy
  • 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 SHIP WORLDWIDE

We are pleased to be able to ship our products worldwide. For pricing and delivery estimates, please see below however exact shipping rates will be determined at checkout based on your address. All delivery times are from the date of dispatch which can be up to 7 days due to the handmade element of our products. These times are estimates only and are provided to us by our shipping partners. All UK orders will be shipped via Royal Mail tracked, and EU and international order via Royal Mail Tracked (and other local carriers). Shipping times vary with each shipping location.

UK SHIPPING
UK orders are shipped directly from our Studio where all UK orders will be fulfilled from. Please note we only dispatch Monday- Friday. 

UK Tracked Shipping - Royal Mail Tacked 48hr £4.99 Flat Rate

If orders are placed Friday after 12pm, Saturday or Sunday they will be sent out the following Monday.

Europe SHIPPING
Please note that each country in the EU has a unique shipping cost, shown at checkout and these prices do not include duties or taxes. We are not responsible for any customs charges that may occur. For your reference all orders are currently shipped from our UK Studio. Delivery time varies usually from 2-7 business days.

US orders
Kindly note you will need to cover any extra duties, VAT and tariffs which will be payable upon entry to your country and due to the current situation there could be delays at customs. Delivery time is 6-7 business days.
US Standard Tracked Shipping - starting from £23

Canada orders
Kindly note you will need to cover any extra duties, VAT and tariffs which will be payable upon entry to your country and due to the current situation there could be delays at customs. Delivery time is 6-7 business days.
Canadian Standard Tracked Shipping - starting from £23

Australia orders
Kindly note you will need to cover any extra duties, VAT and tariffs which will be payable upon entry to your country and due to the current situation there could be delays at customs. Delivery time is 6-7 business days.
Australian Standard Tracked Shipping - starting from £23

New Zealand orders
Kindly note you will need to cover any extra duties, VAT and tariffs which will be payable upon entry to your country and due to the current situation there could be delays at customs. Delivery time is 6-7 business days.
NZ Standard Tracked Shipping - starting from £23

Thailand orders
Kindly note you will need to cover any extra duties, VAT and tariffs which will be payable upon entry to your country and due to the current situation there could be delays at customs. Delivery time is 6-7 business days.
Thailand Standard Tracked Shipping - starting from £23

Please note that standard delivery operates weekdays Monday - Friday 8am to 5pm and commence from the date of dispatch. Delivery times may take longer over Public Holidays.

Estimated delivery times are to be used as a guide only and Tough Cherry cannot guarantee that you will receive your package within the above time frames. 

If you have any questions, please email us at info@toughcherry.com

Additional Information:

At busier times, such as sale or promotional periods, we reserve the right to ship up to 14* working days after the order has been placed. During times of national or worldwide hardship the above delivery timescales may be extended at short notice but we will always do our best to avoid any such delays.

*Working days = Monday - Friday (excluding bank holidays)
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
  • 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.

FOR UK RETURNS PLEASE EMAIL ADMIN@TOUGHCHERRY.COM

Where we will provide you with the UK address to return your items to

FOR ALL OTHER INTERNATIONAL RETURNS PLEASE EMAIL ADMIN@TOUGHCHERRY.COM

Where we will provide you with the address to return your items to, please kindly note you will have to cover the cost of any import duties and taxes which occur when shipping the items back.

We really want you to love your Tough Chery pieces and for them to fit perfectly so we understand sometimes you will need to make a return. 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 tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@toughcherry.com. Please note that as a small business we cannot offer free returns, you will need to cover the cost of returning the item.

If your return is accepted, we will provide you with the address and you'll need to send us the item/s, we will do a full quality inspection and then if in perfect condition we will process your refund. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at admin@toughcherry.com

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Please note our custom items and event tickets are non returnable.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Not with standing the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
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