Returns & exchange policy

RETURN POLICY:
You have 7 days from the date you receive your order to lodge a return request. Returns outside this window will not be accepted.

Eligible for return:
Full-priced items in their original condition - unused, unworn, unwashed, unaltered, with all tags and original packaging/accessories intact.

Not eligible:

Sale items and gift cards are final sale and cannot be returned, exchanged or refunded.


Return options:

  • Refund (minus a $10 handling fee)

  • Store credit

Shipping costs:

Return shipping costs are the responsibility of the customer unless the return is due to a fault or packing error.

Important return instructions:

  • To lodge a return, email support@tild.com.au with your order number and the reason for your return within 7 days of receiving your item.

  • Please ensure you include your returns form and packing slip in your parcel - otherwise, we will not be able to identify your return. 

  • Attach your return label where it is clear and unobstructed, and ensure the item is returned in its original condition. 

  • We highly recommend using the original packaging your product arrived in.

EXCHANGE POLICY:

Need a different size or item? We offer exchanges on full-priced items, subject to stock availability.

To request an exchange:

  • Contact us within 7 days of receiving your order.

  • Items must meet our return condition requirements (unworn, unwashed, all tags intact).

Exchange shipping:

  • You are responsible for return shipping

  • If the exchange is due to a faulty item or packing error, we’ll provide a prepaid return label and cover the shipping cost for the replacement item.


If the item you want is unavailable, you’ll be issued a store credit instead.

 

PROCESSING TIME:

  • Once we receive your return and it passes inspection, we’ll process your request within 3 business days.

  • Refunds will be returned to your original payment method within 10 business days.

  • You’ll receive a notification once your refund, store credit, or exchange is on the way.


FAULTY OR INCORRECT ITEMS:
If you receive a faulty, damaged or incorrect item:

  • Contact support@tild.com.au within 7 days or receiving your order.

  • Include your order number and clear photos or videos of the issue.

If the fault is confirmed:

  • You’ll be offered a refund, exchange (dependent on stock availability), or store credit - and we’ll cover all associated shipping costs.

  • General wear and tear is not considered a fault.


Please note we recommend using a trackable, insured shipping service when returning items. TILD is not responsible for items lost or damaged in transit.


If you have any questions regarding our returns & exchanges policy, please email our friendly customer support team at support@tild.com.au