Shipping policy
At The Terry Turtle Co., we want your shopping experience to be as smooth as possible. Below you'll find everything you need to know about shipping, returns and refunds.
Shipping
Where do you ship?
We currently ship throughout the UK and across Europe.
As our fulfilment centre is based in the UK, shipping costs for European orders are slightly higher. We're hoping to expand to additional destinations, including the USA, in the future.
UK Shipping
We offer two Royal Mail tracked delivery options at checkout:
- Royal Mail Tracked 48 – £2.25
- Royal Mail Tracked 24 – £3.50
Dispatch & Delivery Times
We aim to dispatch all orders within 1–2 working days (Monday to Saturday).
Estimated delivery times after dispatch are:
- Royal Mail Tracked 24: 1–2 working days
- Royal Mail Tracked 48: 2–3 working days
Please note that delivery estimates are provided by Royal Mail and may occasionally vary during busy periods.
Returns
Our 30-Day Returns Policy
We offer a 30-day returns policy, meaning you have 30 days from receiving your order to request a return.
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- Returned in its original packaging
- Accompanied by proof of purchase
How to Start a Return
To request a return, please email us at:
If your return is approved, we'll provide instructions on where and how to send your item.
Please note that returns sent without contacting us first cannot be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty or you've received the wrong product, please contact us as soon as possible at support@theterryturtleco.com so we can resolve the issue quickly.
Non-Returnable Items
Unfortunately, we cannot accept returns for:
- Sale items
- Gift cards
European Union Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.
Items must still be returned in their original, unused condition, with any tags and original packaging, together with proof of purchase.
Refunds
Once we receive your return, we'll inspect it and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@theterryturtleco.com.
Need Help?
If you have any questions about shipping, returns or your order, we're always happy to help.
Email: support@theterryturtleco.com