Refund policy

Due to the exceptional COVID circumstances we were be accepting returns up to 30 days following the delivery of your package. By now (from 2022) our policy lasts 14 days again. If this time has gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Before trying at home: Please, be aware of that each item is (taylor-and) handmade -be very careful when trying on your Tangolace piece and make sure to take it for a spin on a soft surface, such as a towel or carpet. All pieces are made by very fine,  luxury fabrics (like silk, silk-satin, jersey etc). Following these guidelines will protect from damage and will make sure your exchange or refund is processed effortlessly.

From 13 June 2014, the Consumer Contracts Regulations - which implement the European Consumer Rights Directive into UK law - apply to all purchases you make at a distance, for example online or over the phone. This piece of legislation replaces the Distance Selling Regulations. 

Our policy is based on all these as:

Exchange: We exchange any item from the webshop in the same value of other item, paying the shipping cost for you up to 22 euro within 3 months starting from the date of payment.  Depending on where you live, the time it may take for your exchanged product to reach you may vary. To return your product, you should mail your items to TANGOLACE Ltd postal address.

Refund for the items of the webshop:  We refund you in case of receiving items - all have been returned to us-  in perfect condition. You have 14 days to return all items from that date you got them. Refund possible within 30 days from request approval date. If you took place order more times by mistake we refund you in case of you would send us a cancellation request even on that same day when it happened. Whenever your request exceeded this time limit and your order has been already done – after 4 days of payment-  you can not be refund only exchange your items to others in the same value.

Exemptions: There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.  These include tailor-made, individual or personalised items, which are not included of Tangolace collacetions in the webshop.

 

Generally, for to get refund you will be responsible for paying for your own shipping costs for returning your item which is not refundable. We recommend to send it with tracking number to us to have a proof about. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You responssible for to give legable/real shipping address and name to get the peckage. If it returns because of not the name/shipping address was not found you must pay for the following shipping cost. To complete your return, we require a receipt or proof of returning shipping - mail to: info@tangolace.com

Please note that we will only offer credit or a refund for items if they are returned to Tangolace Ltd on a timely basis (within 14 days) and are in the same condition in which you received them. If you do not meet these requirements, your returned item will be forfeited. From the refund will be surely minus: - 10% Shopify fee and - 10% Restocking fee. For instance - your order: £ 500 - 20 % (£100)= £400 you will get as a refund after Shopify rewiev if Shopify will make a decision for your favour. Than the bank will inspected the process (3 months).With returning process you will refund within 4-5 months.

Individual items, agreement and its shipping:  Please, note, a Tailor-made order takes longer as the usual manufacture manner, it is over 2 (10 business days) weeks and it might even take even 15 - 80 business days than + delivery time (4-10 business days).  After a Tailor-made, individual agreement made by the parties the order can not be canceled anymore, the manufacture procedure (model, fabric, color, size, measurement) can be changed anymore. During manufacture time the Customer can not cancel order or ask refund. Tailor-made, individual (if the item is not included  Tangolace's collection in the webshop) are not be refund only may exchange for any items from the webshop of the same value.  For this exchange the Customer needs to wait until get the ordered item(s) than may return it/them for to exchange within 14 days. 

If you required individual processed ordering  because of your issue the manufacture time starts at the date of our last agreement done. 

Shipping cost for individual order:   it is the same as the normal manner by webshop,12 - 25 euro/depends on the country. Shipping is with priority (following by tracking: www.parcelsapp.com) by the officially state delivery manner, which takes 5-9 business days. We never deliver and pay the shipping cost via express way or normal way by DHL, Fedex, GLS, DPD, TNT etc. If a Customer prefers this kind of postage and express delivery than the Customer needs to pay for it.

Return shipping charges:  Unfortunately we do not offer free returns for refund. When returning unwanted items you will be liable for the cost of posting it back to us. We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us. Original shipping charges will not be credited or refunded when returning items. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Restocking fee: 10% assessed on returns. It will be deducted from your full refund. Valid from 22 March, 2022.