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Returns

Returning an item to us couldn't be easier, just follow the instructions below and we will sort the rest for you as soon as your returned item is received. Don't forget that if you need any help or advice when returning something to us we are always available on the phone, just call us on 01179 828884, Monday to Friday 9-5.

  • Christmas Returns

    • We know that some of you are more organised than others when it comes to your Christmas shopping and so we have extended our Returns Period to allow you to return any unwanted or incorrect gifts to us for an exchange or a refund after Christmas.

      Any item purchased from 1st October 2017 can be returned to us until Friday 12th January 2018.

      Happy Christmas Shopping!
  • General

    • We can only accept items returned to us within 30 days from the date your order was despatched. All items must be returned to us before a refund or replacement is issued. Please don't use scissors to open your package, you are able to just tear the packaging open. Returns with scissor marks will not be accepted. Items must be returned to us in an unworn and unwashed condition, deemed fit for resale. Please be very careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for resale unless we have been given prior notice that an item is faulty. Delivery charges are non-refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us.
  • I would like to return an item

    • Please complete the returns section of your invoice which will have arrived with your order. Please make sure you fill in all your details as required so that we can link your return with your original order. If you have misplaced your invoice, please include a short note including your name and order number and let us know if you would prefer an exchange or a refund.

      Package up your returned item carefully and stick the returns address label provided on the bottom of the invoice to your parcel. Please note this returns label is just an address label and does not cover any postage costs.

      All you need to do now is take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.

      As soon as we receive your returned item we will organise the exchange or refund for you and email you to let you know that this has been arranged.

      Our returns address is;
      TruffleShuffle.com Returns
      Unit 7, Third Way Corner
      Bristol
      BS11 9HL

      We will process your return within 3 working days of receipt however the vast majority are processed the same day they are received. You will receive an email to confirm your return has been processed and if you have opted for an exchange, please expect it within 2 working days from when the email was received. If you have not received it within 5 working days, please contact us.

      If you have opted for a refund - we will issue your refund within 3 working days of receipt of your return. Once the refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non-refundable unless you have received an incorrect or faulty item from us.
  • I would like to return a gift purchased from TruffleShuffle.com

    • You are more than welcome to return the unsuitable item back to us for store credit, an exchange, or a refund which we will grant to the cardholder who made the purchase with us. Please include the order number or the name of the person who placed the order allowing to locate the order. If you do not have the original invoice, not to worry - please include a short covering note, including your name, the order number or who the order was placed by and how you wish to proceed with the unsuitable item. Should you require the exchanged item to be sent to an alternative address to that on the original order then please make a note of the new address along with your return.

      Our returns address is;
      TruffleShuffle.com Returns
      Unit 7, Third Way Corner
      Bristol
      BS11 9HL

      We recommend returned items are sent back to us via Royal Mail recorded delivery or via first class with proof of postage. This means you are fully protected against any problems which may occur while the item is making its way back to us. It may be a good idea to include a contact number just in case we need to give you a call.
  • I have received a faulty or incorrect item

    • If the item you received is faulty or incorrect - please accept our sincere apologies for the disappointment on this occasion. Please email help@truffleshuffle.co.uk quoting your name, order number and details of the product received.

      As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. We will review each case individually when considering the the best course of action. Please drop us an email prior to returning a faulty or incorrect item.
  • Discount codes and vouchers

    • If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
  • Distance Selling Regulations

    • Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from TruffleShuffle for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 7 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
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