Refund policy

Tilted Love Return & Refund Policy

At Tilted Love, we want you to love what you ordered. If something isn't right, please read the guidelines below so we can resolve your issue as quickly as possible.

How to Request a Return, Refund, or Reshipment

To help us process your claim, please provide the following within 7 days of your delivery date (as shown by tracking):

  • Photo and/or video evidence of the issue
  • Your order number
  • Tracking details
  • A detailed description of the problem

Claims submitted without sufficient documentation, or after the 7-day window, may not be accepted.

Order Issues

We will reship or refund your order if:

  • You received an incorrect product or style
  • You received the wrong size
  • You received the wrong color
  • Items are missing from your order
  • A physical measurement differs by 3+ cm from our published size chart

We are not able to offer a reship or refund if:

  • The item doesn't fit as expected (please review our size chart carefully before ordering)
  • Sizing runs small or large within a normal/expected range
  • Sleeve length or fit differs slightly from personal preference
  • Sizing falls within a reasonable range of the size chart
  • You're simply unhappy with how the sizing feels

Quality Issues

We will reship or refund your order if:

  • The item is defective (e.g., broken zipper, holes, missing accessories)
  • Your package arrived physically damaged

We are not able to offer a reship or refund if:

  • The package was scratched or cut while being opened
  • The product matches the sample/photos but doesn't match your personal expectations of the description
  • The product isn't damaged but you feel the quality is below expectations
  • The product matches the sample, but you're simply dissatisfied

Refund Amounts for Quality Issues

Refund amounts are determined after our team reviews your evidence and are handled on a case-by-case basis. As a general guide:

Issue Severity Typical Refund
Minor defects (loose threads, slight color variation) 10–20%
Moderate color discrepancies 20–30%
Issues needing attention but not affecting usability 50%
Broken or major issues affecting usability 100%

Final refund amounts are confirmed through direct communication with our customer service team.

Shipping Issues

We will reship or refund your order if:

  • Late Delivery: Your order hasn't arrived within 35 calendar days (EU) or 37 calendar days (all other countries) from the ship date
  • Lost in Transit: We'll verify the status with our courier — if confirmed lost, we'll arrange a reshipment
  • Frozen/No Tracking Updates: No tracking movement for 30 calendar days (EU) or 32 calendar days (other countries)
  • Undelivered Package: Your shipping information was complete and correct, but the package was never delivered

Note: For reshipments, we'll reconfirm your address with you first. Some destinations qualify for one free reshipment — we'll let you know if yours does. Otherwise, reshipping fees may apply.

We are not able to offer a reship or refund if:

  • You request a refund after the package has already been signed for and delivered
  • Tracking shows the package as delivered, even if you report not receiving it

Returned to Sender / Overseas Warehouse

If a package is returned due to an issue on the recipient's side (e.g., incorrect address, refusal of delivery), the return process can take 2 weeks to 2 months. No compensation or free reshipment will be available during this time, as carriers do not compensate for packages in return transit.

Customs Delays

Customs inspections and clearance delays are outside of our control, and unfortunately we're unable to offer compensation for delays caused by customs.

Additional Policy Details

  1. After-Sales Timeframe — Quality-related issues must be reported within 7 days of delivery (per tracking). Claims made after this window may not be processed.

  2. Return Shipping Costs — If a return is approved, the customer is responsible for return shipping costs unless the issue was caused by us (e.g., wrong item, defect). For lower-value items, we may offer a partial refund instead of requiring a physical return.

  3. Force Majeure — We are not liable for delays or losses caused by customs, import/export restrictions, strikes, natural disasters, or other events beyond our control.

  4. Dispute Deadline — All disputes must be submitted within 7 days of delivery or the most recent tracking update. Disputes raised after this period may not be accepted.

  5. Remote or High-Risk Destinations — We're unable to take responsibility for issues arising from shipments to remote/high-risk areas, or from shipping methods selected by the customer. If a package is returned due to incomplete address details or failed delivery attempts, the customer is responsible for return costs and may not be eligible for a refund or reshipment.

Questions?

If you have any questions or need to start a claim, please reach out to our customer service team — we're happy to help.

Tilted Love