We want you to be completely satisfied every time you shop with us, so we’ve tried to make our returns policy as simple as possible. If for any reason you are unsatisfied with your purchase you have 14 days from the receipt of your order being delivered to return it to us. We will refund the value of the returned items to the original payment method. After the 14 day period has elapsed you have a further 14 days to return your item (s) for a credit note.
Rules of Returns
When you return an item we ask that it is in the original packaging and is not worn, washed, damaged or had the tags removed. Any item which fails to meet these criteria may not be returned.
For faulty items please refer to the “Returning faulty goods” section below.
Returning an Order
Please repackage the products you wish to return and include your original delivery note and completed the returns section; this can be found on the reverse of the delivery note.
Please send completed returns to:
5-11 Marsh Street
Any costs incurred in returning products are the responsibility of the customer. We cannot accept responsibility for returned products whilst in transit and we advise that all items are returned using a trackable and recorded service, we advise Royal Mail first class recorded.(If you do not use a recorded service and the goods do not arrive it is your responsibility to claim off your postage provider and not our responsibility to refund).
Faulty Returns – UK
If an item is faulty please email [email protected] for a returns label to be sent or emailed to you. If you return a faulty item not using our returns service you will not be refunded for your postage costs. If we receive a faulty item back that is not a manufacturers fault you will be charged for the postage costs incurred for returning the parcel using the faulty returns service we offer. These terms and conditions do not affect your statutory rights as a consumer.
If you are looking to return an unsuitable item we ask that you re-visit the website to complete a new order and send any unwanted items back for refund, having completed the returns form on the reverse of your delivery note.
Due to the fast-moving nature of our product range, we do not recommend requesting the exchange of any products purchased from Terraces. We advise this to benefit you the customer, ensuring that we turn around your required garments as soon as possible, avoiding the disappointment of them selling out, whilst your original purchase is in transit back to us.
A product that is returned where postage was charged then you will be refunded only for the product and not the postage. If you select the free delivery service and a refund is required if you send the item back within 7 days of you receiving your item you will be refunded in full (part refunds on free deliveries are different).
When returning part of an order if your order value falls below the £75 free delivery threshold then you will be refunded less the postage charge of £2.99 which would have been originally applicable to your order, if your part order return is above the £75 free delivery threshold your free delivery stands.
How long do refunds take to show in your bank account?
When we receive your parcel back please allow 2/3 days for us to process the return. Any returns received on a Saturday will not be processed until Monday/Tuesday. You will receive a refund confirmation email when your product has been refunded. The refund can take up to 4/5 WORKING DAYS to show up in your bank/PayPal. If after 7 working days your refund is not showing in your account please contact us.
Consumer Contracts Regulations
Under the United Kingdom’s Consumer Contracts Regulations, you have the right to cancel your order up to 14 days after order receipt date, as long as the items are in their original condition, with all tickets and tags attached.