Frequently Asked Questions
Delivery & Shipping
How long does delivery take?
Orders are processed within 1–3 working days.
Delivery to UK addresses typically takes 7–12 working days from dispatch. Delivery times are estimates and may vary due to demand, courier delays, or seasonal periods.
You will receive tracking information once your order has been dispatched.
Do you offer free UK shipping?
Yes. We offer free standard shipping to UK mainland addresses on all orders unless otherwise stated at checkout.
Where are items shipped from?
We are a UK-run online store. Some products may be shipped directly from carefully selected suppliers. This allows us to offer competitive pricing while maintaining quality standards.
Returns & Refunds
What is your returns policy?
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.
You then have a further 14 days to return the goods to us.
To exercise your right to cancel, please contact us at:
📧 info@towel-tales.co.uk
Items must be:
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Unused
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In original condition
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In original packaging
Are there any items that cannot be returned?
For hygiene reasons, items that have been used, washed, or show signs of wear cannot be returned unless faulty.
Who pays for return shipping?
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.
When will I receive my refund?
Refunds will be processed within 14 days of receiving the returned goods, or within 14 days of receiving proof of return, whichever is earlier.
Refunds will be issued to the original payment method.
Original standard delivery costs will be refunded in accordance with UK consumer law. Any upgraded shipping options are non-refundable.
What if my item arrives damaged or incorrect?
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:
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Your order number
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Clear photos of the issue
We will review and arrange a replacement or refund where appropriate.
Orders & Payments
Can I amend or cancel my order?
Orders can only be amended or cancelled before they are dispatched. Please contact us as soon as possible.
Once dispatched, your order will fall under our standard returns policy.
Is my payment information secure?
Yes. Payments are processed through secure, encrypted payment gateways. We do not store your card details.
Contact
For any questions regarding your order, returns, or products, please contact:
We aim to respond within 1–2 working days.