If you are a customer located in the European Union (EU) or EFTA countries (Norway, Iceland, and Liechtenstein), you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise your right of withdrawal, you must notify us within 14 days of delivery by submitting our Withdrawal Form or contacting Customer Service. Once your withdrawal request has been submitted, you will receive an acknowledgement of receipt by email.

If you exercise your right of withdrawal, you must return the products to us without undue delay and no later than 14 days after notifying us of your decision to withdraw.

Refunds will be issued to the original payment method once the returned products have been received and inspected, or once satisfactory proof of return has been provided, where applicable.

Please note that products must be returned in accordance with our Return Policy. We reserve the right to make deductions from the refund for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Certain products may be excluded from the right of withdrawal where permitted by applicable law.

If you wish to return an order that includes a gift with purchase, you will need to return both the item that you paid for along with the gift to be eligible for a full refund. In the event the gift is not returned its value will be deducted from your refund.

Requesting a return is quick and simple, you just need your Tilley order number and post code!

We have provided a step-by-step guide below to show you how to complete a return.

STEP 1 – Request your Return.

Locate your Tilley order number (Looks like this: UK#####)

Click on the “SUBMIT RETURN” button Below.

Enter the Order number and the delivery Postal code and click “START A RETURN”.

STEP 2 – Select the Item(s) to return

Click on the item you want to return.

Select the Reason you wish to return the item. Based on the reason, you may be requested to provide more information.

Repeat this step for all items from this order you wish to return.


STEP 3 – Review your Request and Submit.

If you are happy with your return request, click “SUBMIT RETURN”

You will receive a confirmation email shortly thereafter along with your free returns shipping label and a QR code.

Print the label and attach it to your package. You will now have 28 days to drop off your package at your Local Post Office. If you are unable to print the label, show the QR code to the Post office who can print the label for you.

RETURNS – How To Return an item shipped outside the UK

We are currently unable to offer returns via our portal to shipments despatched to overseas addresses.

To initiate a return please email info@tilley-uk.com quoting your original order number (which will be in the format UK#####). You can find this in either your order confirmation or shipment email, or, if you placed your order using your Tilley account, you can also find it in the “Order History” section.

In your email, please confirm the items you would like to return along with the reason for their return and one of our Customer Service Advisors will be happy to advise you of your next steps.

You are responsible for any postage charges relating to your return.

Please note you may incur additional customs fees during your returns process so check with your local customs office before placing an order to see how this might impact any return you may need to make to Tilley in the future.

Once your package has been successfully delivered to our warehouse, please allow up to 10 working days for your return to be processed. Once processed you will then receive a confirmation email along with your refund. Please allow up to 10 working days after your refund has been processed for funds to appear back in the original account.

If you still have any questions, email our Customer Service team who will be happy to help you at info@tilley-uk.com 

Tilley offers refunds on new, unwashed, unworn, items within 30 days of the date of purchase. Items must be in their original state with tags attached and packaging.

Tilley will provide a FREE return shipping label to customers within the UK for all returns.

Please note that we no longer offer exchanges as a return option.

Please note that items labeled as Last Chance can still be returned. 

Original Payment Method: a refund will always be processed back to the original method of payment.

Once your refund has been processed, please allow up to 10 business days for the funds to be available in your account

Looking to submit a Guaranteed for Life claim?

Click here to learn more.

Items purchased any time between November 1st - December 31st can be returned until January 15th . Items returned with a gift receipt will be eligible for store credit in the form of a gift card. Refunds will be issued via the original method of payment. 

Questions about how to shop at Tilley?

Visit out Easy Purchase Guide.