Refund and Returns Policy - Toloretta | Beautiful Carpets Expertly Supplied & Fitted Across Dorset

Shipping, Refunds & Returns

Shipping Information

We ship all our products directly from the UK, ensuring fast, reliable, and fully tracked delivery for every order.

UK Orders: We aim to dispatch all orders within 24 hours (excluding weekends and public holidays). You can expect to receive your order within 2-4 working days from the date of purchase.
Shipping Partner: We use trusted couriers to ensure your order arrives safely and on time. All shipments are fully trackable, and you’ll receive tracking details as soon as your order is on its way.
Shipping Costs: Standard shipping is £3.95, or free for orders over £50.

Trust & Security

100% Secure Payments – Your payment details are encrypted and processed securely. We never store your card details.
Real People, Real Support: If you have any questions about your order, we’re here to help.
Fast & Reliable UK Shipping – No long waits, no unexpected customs fees.
Fully Tracked Delivery: You’ll receive tracking details as soon as your order is on its way, so you’ll always know when to expect it.

If you have any questions, our friendly customer support team is here to help – just drop us a message at info@toloretta.co.uk

Our Customer-First Returns & Refunds Policy

We’re a new company, but we’re going above and beyond to make sure every customer has an amazing experience shopping with us.

No-Hassle Returns: If your order isn’t quite right, just contact us within [X] days, and we’ll guide you through a smooth return process.
We Put Things Right, Fast: If your item arrives damaged or incorrect, we’ll fix it immediately – no back and forth, just great service.
Full Refund Guarantee: As long as your item is returned in its original condition, we’ll process your refund or exchange quickly.

Refunds & Returns

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

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.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Toloretta, Cavendish Court, 9 Grosvenor Road, Bournemouth, BH4 8BQ.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.