Terms And Conditions

Tilletts Terms and Conditions

Where to find information about us and our products

You can find everything you need to know about us, Tilletts, and our products on our website (https://www.tillettsclothing.co.uk) before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.

When you buy from us you are agreeing that: (click on the link to go to the relevant section)

We only accept orders when we've checked them

We contact you to confirm we've received your order and we accept it when we dispatch the product to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because we can't verify your age (where the product is age-restricted), because you are located outside the our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own your product once we have received payment in full.

We charge interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of % a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: info@tillettsclothing.co.uk to end the contract and receive a refund for any products you have paid for, but not received.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or its packaging may be slightly different. Where some of our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website can be out by up to 2%.

You're responsible for making sure your measurements are accurate

If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. Find information and tips on how to measure contact our Customer Service Team: info@tillettsclothing.co.uk.

We charge you if you don't give us information we need

We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle or with extra manpower.

You have a legal right to change your mind and however you bought you have rights under our guarantee

Your legal right to change your mind. For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, excluding the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

Earrings, underwear, mystery bags;
products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
goods that are made to your specifications or are clearly personalised; and
goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: info@tillettsclothing.co.uk or call 01472 566995 to speak with our customer service team.

You have to return the product at your own cost. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost.. You can:

bring the product to our HQ (Tilletts Superstore, Wilton Road, Unit 1B, Grimsby DN36 4AW. (If you're local right near Ticker-T-Boo.). You will need your email receipt and the card you paid with.
send the product back to us using an established delivery service, the quickest way is to use the following link: https://www.royalmail.com/track-my-return/create/4408. The delivery cost (currently £3.50 but subject to change from time to time) will be deducted from the value of the item returned. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

For help with returns, including our collection arrangements for products which can't be posted, see our Returns Process: https://www.tillettsclothing.co.uk/pages/returns-1 or contact our Customer Service Team: info@tillettsclothing.co.uk.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: info@tillettsclothing.co.uk, can advise you on whether we're likely to reduce your refund.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: info@tillettsclothing.co.uk.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team: info@tillettsclothing.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We can change products and these terms

Changes we can always make. We can always change a product:

to reflect changes in relevant laws and regulatory requirements;
to make minor technical adjustments and improvements. These are changes that don't materially affect your use of the product; and

Changes we can only make if we give you notice and an option to terminate. We can also make other types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team: info@tillettsclothing.co.uk to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

deal with technical problems or make minor technical changes;
update the product to reflect changes in relevant laws and regulatory requirements; or
make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than six week you can contact our Customer Service Team: info@tillettsclothing.co.uk to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as a subscription for goods. We will try to let you know at least one week in advance and we refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

you don't make any payment to us when it's due and you still don't make payment within seven days of our reminding you that payment is due;
you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product ("click and collect") but you don't do this within 14 days then (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price, see You have a legal right to change your mind and however you bought you have rights under our guarantee.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.

Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://www.tillettsclothing.co.uk/pages/privacy-policy

You have several options for resolving disputes with us:

Our complaints policy. Our Customer Service Team: info@tillettsclothing.co.uk will always try to resolve any problems you have with us or you can call 01472 566995 to speak with our customer service team.

Jurisdiction. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. We can require the new owner to prove you transferred the product to them.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.