FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

Our deliveries are dispatched via either Royal Mail or DHL depending on parcel size, weight and destination.

We post our products in either heavy duty mailbags or Royal Mail standard parcel boxes.

Please allow up to 14 working days for your items to arrive longer if shipping to Europe, USA & Canada and the Rest of the World.

How much is delivery?

Depending on destination and service level purchased delivery prices range from £1.95 - £9.95

Can I track my item?

Yes, we provide tracking on all orders.

How do I know if my item has been dispatched?

We are a slow fashion brand producing to order.

We do not always hold large stock quantities and as such, place a 'supplier' order every Tuesday and Friday. In between we are producing in house completing all orders placed in the last 7 days. As a result, dispatches are made on Tuesday (PM) and Friday (PM) only.

Once your order is completed and posted, we will send an email to confirm it is dispatched.

Can I change the delivery address?

If your items haven't yet been dispatched then we can amend delivery addresses please contact our Sales Team at sales@tigraclothing.com

Do I have to pay Customs & import charges if I live outside of the EU?

Please note the recipient will be responsible for all import duties - as any customs or import duties are charged once the parcel reaches its destination country. This is the main reason non - EU customers receive a 20% VAT discount. Customs charges vary dependent on the import country and we cannot unfortunately offer advice on these fees; for further information regarding customs and import duties, please contact your local customs office.

Do you ship to PO boxes or BFPO boxes?

We are currently unable to ship to PO boxes and BFPO boxes. Please enter a full street address for delivery.

Your Order

How do I make a purchase?

Ordering from Tigra Clothing is easy:

If you know what you are looking for, use the category links to navigate to your chosen product or search in the search bar.

Once you have found an item, select your size if necessary and use the “Add to Basket” button underneath. You can then select the “View Bag / Checkout Securely” icon or check what is in your basket already by clicking the “Shopping Bag” icon in the top right hand corner of your screen.

If you have finished shopping, go to your shopping bag and select “Proceed to Checkout” to complete your order.

Do I need an account to order?

You don’t need an account to complete a purchase, simply click the “Guest Checkout” option. However, if you register with us you will be able to enjoy the following benefits:

- Exclusive Members Discount

- Get Notifications When New Products Arrive

Can I add items to an existing order?

We are unable to add items to an existing order or combine two or more orders together. If you would like all of your items to be delivered together, you will need to cancel your order(s) and place a new order with all the relevant items included.

Can I remove items from an existing order?

If your order has not yet processed (usually 48 within hours) we are able to remove items as necessary and refund for those items. Once an item has shipped you will need to return the relevant items before receiving a refund.

How do I know if my order was successful?

Once your order has been placed you will receive a confirmation email to the address provided to confirm the order has been successfully received. If you have placed an order and have not received any confirmation, please double check your spam folder and contact:

sales@tigraclothing.com

How can I cancel my order?

If your order has not yet been processed (usually within 48 hours) we are able to cancel the order for you. If the order has already been shipped we would require you to return the items and request a refund.

Where is my order?

Depending on delivery option selected you will be able to track your order via either Royal Mail's or DHL Tracking Services Online

*(Standard Delivery exempt from tracking) please allow 14 working days as per Royal Mail's Terms of Service if you have not received after this please contact over Sales Team.

Part of my order is missing/incorrect

We pride ourselves on 100% Customer Service but mistakes can happen. If your order is not as expected upon arrival please contact us within 2 days of delivery and we will endeavour to rectify any errors as soon as possible.

Returns

What is your online returns policy?

We pride ourselves on the quality of our products and individually check each item before it is sent out. We are confident that you will be happy with your purchase however in the event that you wish to make a return, we have a simple procedure.

Your right to cancel/return an order starts when the order is placed and ends 30 calendar days after you have received the goods. You must either ensure that the goods are received by us within this 30 day period. If you have notified us of the intent to return goods within this 30 day period, international orders have further 14 days from the date of cancellation to return any items.

Returns arriving after this 14-day period may or may not be accepted at our discretion.

We will accept returned items for a refund or exchange so long as they are in an unworn saleable condition with all original tags attached.

To return goods simply ensure that they are well-packaged, as we cannot be liable for any returned items damaged in transit, and enclose a copy of your order confirmation with a clear indication of whether you would like a refund or exchange.

Goods must be sent on a service which records the delivery, i.e. obtains a signature when delivered. Always keep a copy of your proof of postage.

Can I return bespoke or personalised goods?

*All bespoke and personalised items are exempt from our returns policy and we cannot refund you for these goods. Please double check sizing carefully before ordering bespoke goods from us. (*Unless Faulty)

How do I return an item?

Can you confirm you have received my return & I am being refunded?

As soon as your return is received we will apply your refund and send a credit memo to the email address provided.

How long will it be before I get a refund?

We will process refunds once the original item has been received in our warehouse. We cannot refund any items until the original item is received however once we have the items we will refund the items immediately and issue you with a credit note to your email address. Please note refunds may take up to 10 days to show in your bank account.

Who pays for return postage?

In most instances, Tigra Clothing does not currently cover the postage cost of returns. We will refund you the full cost of your order excluding postage. In the case of a faulty item we will cover the cost of the return and replace the item where possible.