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FAQ Overview


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An item is missing from my order

We may have sent some items separately, please wait a few days - if you still have not received the missing item - please get in touch with us.

Can I amend my delivery address?

Unfortunately we are unable to amend delivery addresses after your order has been submitted.

Can I amend my order?

You can amend your order any time before you check-out, but once your order has been placed, it cannot be changed.

Can I have my order delivered to an address different to my billing/payment address?

Yes, you can do this if you wish.

Can I pre-order an item?

No, we do not offer pre-ordering at this moment in time.

Do I get charged delivery for each item I've ordered?

No, the delivery you pay is per order, not per item – so the charge is the same for one pair of shoes as it is for six (when all six are ordered at the same time).

Do I have to order online?

Yes, ordering online is the safest and most secure way of paying us.

Do you deliver to BFPO addresses?

Yes we do.

Do you deliver to PO Boxes?

Yes we do.

Do you have a catalogue?

No, we do not print catalogues, however, you can view all our items on our website.

Do you have a size guide?

Yes we do - view our size charts.

Do you have any shops?

Yes we do! Visit the stores section for more details on our stores.

Do you share my email address with 3rd parties?

No, we will never share your details with any 3rd party.

Does Tilly London store my debit or credit card details?

No, your debit or credit card details are only known to Paypal, one of the UK's leading online payment processing companies. Tilly London is informed once your payment has completed.

How am I protected when shopping with Tilly London?

All payments are handled by the world leading online payment company PayPay. All your debit/credit card information is handled by them, and never seen by anyone unauthorised.

How do I change my email address?

Go to the 'My Account' page and log in as normal. From 'Account Information', you will be able to change your email address from this screen.

How do I change my personal details?

To change any of your personal details – name, contact details, password, etc – log in to your account on the 'My Account' page. Once logged in, you are presented with options to change your contact information and password.

How do I contact you?

Please visit our contact us page for details on getting in touch with us.

How do I subscribe to the newsletter?

Subscribing is straight forward - simply fill in your email address in the left column of this FAQ, or alternatively, visit the newsletter page and subscribe there - you can always unsubscribe later, if needed be.

How do I use a Promotional Code?

You can enter your promotional code when viewing the contents of your shopping cart.

How do we use the checkout procedures?

Please follow the checkout instructions that are given to you when making your purchase.

How many shoes can I order?

You can order as many shoes as you like for each order.

How soon will my item be dispatched?

We aim to dispatch your purchase within 1 working day using your selected delivery method through Royal Mail.

I don't reside in the UK, can I still order from you?

Yes, we deliver all over the world - please take a look at our delivery rates and options page for details on charges.

I don't seem to be receiving my emails/newsletters from you

After you sign up and place an order, you should receuive a variety of emails from us.

There may be a number of reasons why you're not receiving emails/newsletters from us:

  • Your email software may be marking our emails as junk mail. Please add our email address to your address book, or mark the email as 'not junk' if you find our emails in your junk folder.
  • Make sure you typed in the correct email address when you ordered from us/subscribed to our newsletter
  • If you are still having issues - please get it touch with us
I forgot to use my Promotional Code - what can I do?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
I have forgotten my password

On the login page, click the 'Forgot your password?' link by the login button and follow the on-screen instructions.

I need more information about a product?

We aim to give you as much information as possible about each product, however, if you have any further queries, please contact us and we will try and find out for you.

I'm Having Technical Issues with your Website - can you help?

If you're having problems with our website, we suggest that you have the latest version of your operating system (ie. Windows, OS X, etc), as well as making sure your web browser (Internet Explorer, Firefox, Chrome) is up to date. Failing that, if you're also having issues in a different web browser, please get in touch with is including as much detail as possible about the problem and our web team will look into the issue as soon as possible.

I've received an incorrect or faulty item - what should I do?

Please return the item to us following in lines with our returns policy. If you are returning all items ordered place a note inside the parcel stating the reason for the return, and you will be refunded the delivery costs as well as the item.

My order has taken longer than it should to be delivered - why is this?

There may be several reasons why your order may not have been received - for example, weather (such as snow) can delay deliveries, as can postal strikes (or strikes related to air postage if you reside outside the UK), natural disasters, and so on. Please bare with us if any of these circumstances exist, as we try to resolve any issues.

My Promotional Code does not Seem to be Working

Please check your promotional code to see if it has expired or not.

There's an offer in a newsletter I have - it is no longer available, can I still get it?

Unfortunately not, all offers are valid at the time of publication and have an expiry date/time.

What are your delivery charges?

Our delivery rates and options can be found on a dedicated page.

What can I do if I am unhappy with my ordered product?

<p>We hope that your purchase will be suitable but however if not for whatever reason your unhappy please follow the returns instructions below. We are happy to exchange unworn items within 28 days providing that the stock is available and that the return postage costs are paid, If you would like to return your item for an exchange, Please email us requesting exchange returns instructions. If you would like a refund, Under the distance selling regulations, buy it now purchases within the UK have a cooling off period of 7 days in which to request and return for a refund for the item. Please email us Requesting returns instructions,You will then receive a response including full returns instructions and returns address, always be sure to include with the item, a note of the item number, your user name and your name and address. Items will only be accepted back after this process and in their original packaging and unworn condition. Buyers are responsible for the return costs incurred.</p>

What happens if I fail to pick up my item from the Royal Mail Sorting Office in time?

If your item is not collected within 3 weeks the item will be returned to us and we will then require you to repay the original postage cost to resend the item to you, or a refund can be given less the original postage costs.

What happens if I miss my delivery?

If you miss the Royal mail delivery your item will be returned to your local Royal Mail sorting office, where you can either pop down to collect it or contact them directly to rearrange delivery.

What sizes and colours do the shoes come in?
All shoe styles are shown with the correct range of sizes and colours, no other sizes or colours are available.
What time will my delivery arrive?

Delivery times can vary from country to country, but generally this could be any time between 7am and 6pm, Monday-Saturday.

When will I be charged?

When you reach the final billing page and submit your order we will immediately process your order for authorisation to take payment from your account. If there is a query with the payment either PayPal or Customer Services will contact you.

Which payment methods can I use?

All orders are processed via Paypal - so you can pay by Paypal or by card.

Will I be charged customs and imports duties?

If you are ordering from outside the EU - please check with your local customs office to check your allowance and any duties that may be payable. Orders being shipped within the EU will not be subject to import duties since we are based within the EU.

Will I receive a confirmation after placing an order?

We will send you an order confirmation email after placing your order and payment has been successfully taken.

Will you be getting more stock in?

Please contact us with the item you are looking for and we will try and find out when we will be getting more stock in.