Refund policy
A little note from us 🤍
We’re a small independent business, and every order genuinely means a lot to us. Each item is made to order just for you, which means we don’t hold stock or mass-produce products.
Because of this, we kindly ask that you double-check your order details before purchasing, especially sizing and colour choices.
Damaged, Defective or Incorrect Items
If something isn’t right with your order, we’re here to help.
We’ll happily look into any item that arrives damaged, defective, or incorrect.
Please contact us within 14 days of receiving your order and include:
- Your order number
- A short description of the issue
- Clear photos of the item received
Once reviewed, we’ll work with our fulfilment partner to resolve it. This may include a replacement or refund, depending on the situation.
In most cases, you won’t need to return the item.
Change of Mind/ Sizing Issues
As each item is made to order, we’re unable to offer returns or refunds for:
- Wrong size ordered
- Change of mind
- Colour variation due to screen differences
- Incorrect shipping details entered at checkout
We really recommend checking the size guide carefully before placing your order.
Important Note About Returns
Because everything is made to order, please don’t send any items back without contacting us first.
If there’s ever an issue, just reach out and we’ll guide you through the next steps.
Lost or Delayed Orders
If your order hasn’t arrived when expected, please get in touch and we’ll look into it with the shipping carrier.
We’ll always do our best to help resolve delivery issues as quickly as possible.
Our Promise
We’re a small independent brand, and we genuinely care about every order.
If there’s ever an issue with your item, we’ll always do our best to make it right and find a fair solution.
Need Help?
If you have any questions or concerns about your order, please contact us at troofandflocc@gmail.com.
We aim to respond within 24 hours.