To ensure the safety of our staff and community, we have minimized personnel in our shipping and customer service departments. You may experience delays in processing and shipping/deliveries as a result.
Our priority continues to be focused on the health and wellbeing of our staff and community, and we’re committed to taking every action necessary to prevent the spread of Covid-19. We appreciate your patience during this unprecedented time. We are here to help you however we can.
Tilley offers refunds on orders placed within 30 days of the date of purchase. Please submit your request by selecting and completing the returns form below. Customers are responsible for return shipping costs.
Please note that we no longer offer exchanges as a return option. All requests will be treated as refund requests.
We will review your request and send you an email with next steps within 1-3 business days. Upon approval, you will receive a return authorization number which is required in order to complete your request. Please do not send your package to us without authorization as it will be returned to sender and we will not be responsible for return shipping fees.
GUARANTEED FOR LIFE
Most Tilley hats and some apparel items are Guaranteed for Life against normal wear and tear, imperfect workmanship or faulty material. If your hat experiences any of these issues, please submit your request by selecting and completing the “Guaranteed for Life” form below. Next steps will be provided within 5-7 business days.
TERMS & CONDITIONS
New, unwashed, unworn items must be returned for refund within 30 days of the original purchase. Refunds will be tendered to the original payment method. E.g., If a Gift Card was used to purchase items than refunds will be issued back to a Gift Card. Refunds will not be issued for original shipping costs.
Once we have processed your refund, please allow up to 10 business days for the funds to be available in your account.
GUARANTEED FOR LIFE
Only hats and select apparel with the designated “Guaranteed for Life” label will be considered for replacement. Customers must provide photos to identify the eligibility of the item, as well as proof of destruction of the item upon request once approval is granted. Customers are responsible for all shipping fees.
Note: Tilley only accepts Guaranteed for Life requests through https://uk.tilley.com/pages/returns-and-exchanges. Any requests submitted outside of the electronic portal will not be accepted. Should you have any questions, please contact the Tilley Customer Service Department by email at firstname.lastname@example.org or by phone Monday – Friday 9 AM - 5 PM GMT at +44 (0) 1326 574402.
Shipping & Handling
Shipping & handling fee applies for all hat Guaranteed for Life replacements. For hats and clothing, a £6.00 in the UK and £15.00 in Europe per item shipping & handling fee applies. For socks, a £3.00 in the UK and £6.00 in Europe per item shipping & handling fee applies.
Packages sent without prior authorization will be refused and returned to sender at the shipper’s cost. Processing times may vary due to increased volumes in peak seasons and are contingent on the provision of all required information from the customer. Requests will not be shipped until all requirements are met by the customer. Tilley will not be held responsible or liable for any lost or stolen packages in transit. Please contact your carrier to settle any shipping issues.
Tilley reserves the right to determine if an item qualifies for replacement under the Guaranteed for Life policy.