FAQ's

SHOPPING & SHIPPING

COMPETITION

Win Back Your Order
Ts&Cs: Open to UK entries only. Simply place an order on www.tiffyandtallulah.com between 00:01AM GMT 27.11.20 and 23:59PM GMT 30.11.20 to enter. One winner will be chosen at random and will receive a 100% refund on their order. The winner will be contacted from hello@tiffyandtallulah.com within 7 days of the competition ending with further details.

What are your last dates for postage before Christmas?

If you’re based in the UK our final dates for shipping before Christmas are as follows:

Friday 18th December (Midday)- UK Standard Tracked & Signed

Monday 21st December- UK Express Tracked & Signed

International shipping dates:

Wednesday 9th December- Africa, Asia, Caribbean, Central and South America, Far and Middle East

Thursday 10th December- Canada, Cyprus, Malta

Friday 11th December- Greece, Turkey, Eastern Europe (excluding Slovakia), Finland, Italy, Poland, Sweden, USA

Wednesday 16th December- Rest of EU (including Ireland)

Do you ship internationally?
Yes, please choose your territory at checkout!

Where can I buy Tiffy & Tallulah?
Tiffy & Tallulah products are exclusively available on our website www.tiffyandtallulah.com

Can I use more than one discount at once?
Unfortunately your order can only be processed with one discount, this includes discount codes and any site wide flash sales. 

Can I change, update or cancel my order once I've placed it?
Email us at hello@tiffyandtallulah.com as soon as possible if you would like to cancel or change your order and we’ll do our best to get this amended. We aim to process orders as quickly as we can, but we’ll do our best to process your request where possible.

How can I check the status of my order?
You can view order status on your Account page.

How long does it take to ship?

For UK based orders expect 3-5 working days for your parcel to be arrive if you’ve chosen Standard Delivery. If you want your parcel sooner, Next Day Delivery orders placed need to be placed before 12pm. 

Please note- due to the high volume of parcels being sent at this time Royal Mail are unable to guarantee these delivery times and some orders may take longer.

By what time must I order for Next Day Delivery?
Next Day Delivery orders placed must be placed before 12pm (midday.)

How can I check the status of my order?
You can view order status on your Account page.

I'm having problems with the tracking.
It occasionally takes 1-2 business days for your shipment status to register with our carrier. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via hello@tiffyandtallulah.com

How can I edit my shipping address?
If your order is shipping to an incorrect address, please email hello@tiffyandtallulah.com as soon as possible and we’ll do our best to change this for you. If your parcel has already left with our carrier it will unfortunately be delivered to the address as given on the order. 

Can the delivery country be different from the billing country?
Unfortunately, no. In order for us to process and complete your order the country in the billing address must be the same as the delivery address. 

Do you have size guides for your PJs?

Yes we do, please see our kids size guide below 

RETURNS & REFUNDS

How do I place a return or exchange?
If your Tiffy & Tallulah order didn’t arrive as expected, please reach out to us ASAP at hello@tiffyandtallulah.com with your order number and the product you'd like to exchange or return, letting us know your reasons. 

Please do note that we do not accept returns or exchanges for used or opened products, unless they’re shown to be unfit for use. For full details please refer to our terms of use. 

What’s your return policy?
If you’ve changed your mind about your Tiffy & Tallulah order that’s no problem at all - we accept returns within 30 days but please note your products must be unused and unopened. 

If your item is damaged or faulty, please let us know ASAP and we will arrange for a refund or exchange.

Please do note that we do not accept returns or exchanges for used or opened products, unless they’re shown to be damaged or faulty. 

To process your return, send us an email to hello@tiffyandtallulah.com letting us know your name, address and order number and we’ll help you place the return. 

For items that are not damaged or faulty, you will be refunded the full amount originally paid, minus the cost of postage, to your original form of payment. (Unfortunately we will not refund postage costs unless the product you received was damaged or faulty.)

How long does it take to process a return?
Please allow 5-10 working days for your refund to be processed.

What should I do if I receive the wrong product?
If you have received a product that looks different than the one you ordered, please send us an email to hello@tiffyandtallulah.com outlining the problem, giving your order number and we’ll be in touch ASAP to resolve this for you. 


PRODUCT SUITABILITY

Are Tiffy & Tallulah products safe for young skin?
Tiffy & Tallulah was lovingly created by a mum whose daughter wanted to be included in her beauty routines. All Tiffy & Tallulah skincare and cosmetic items have been formulated with young skin in mind and have been independently safety reviewed to make sure they are super-safe to use on children. We always choose our ingredients very carefully to make sure that our formulas are as gentle as possible and although there is nothing that would irritate very young skin, we do recommend that Tiffy & Tallulah products are used on children aged 3 and above. 

Are the accessories safe to use on very young children?
Like our skincare and cosmetic items, all Tiffy & Tallulah beauty accessories have been created with minis in mind. We have designed our range of accessories for young children and all of our products have been independently safety tested as suitable for children aged 3 and above. 

How can I find out more information about a product?
Full ingredient lists can be found on our product pages. If you would like further information about any of our products, specific ingredients or any other topic at all, please send a message to hello@tiffyandtallulah.com to talk to a member of our team. 

Are you vegan and cruelty-free?
Yes! We are proud to say that all of our products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. The Leaping Bunny programme requires cruelty free standards over and above legal requirements. All of our formulas are also vegan. 

I have an allergy – how do I know if the product is safe to use?
You can find a full ingredient list on each product page, but if you aren’t sure or have a question please send us a message at hello@tiffyandtallulah.com 

Where are Tiffy & Tallulah’s skincare products made?
Tiffy & Tallulah’s skincare and cosmetic items are made at our very own manufacturing site here in the UK. 

Klarna Pay Later in 3 Instalments

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Tiffy & Tallulah and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Tiffy & Tallulah run credit searches against you that could impact your credit rating.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Tiffy & Tallulah have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Tiffy & Tallulah from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Tiffy & Tallulah. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Tiffy & Tallulah to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

Klarna in 30 days

How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into

www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Tiffy & Tallulah run credit searches against you that could impact your credit rating.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Tiffy & Tallulah have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Tiff & Tallulah. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Tiffy & Tallulah will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Tiffy & Tallulah has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Tiffy & Tallulah to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.