We want you to be genuinely happy with your Tundrelle coat. If something isn't right, this policy explains exactly how returns, exchanges, and refunds work, what condition items need to be in, who pays for what, and how long each step takes. It applies to every order placed through tundrelle.com and should be read alongside our Shipping Policy and Terms of Service. Nothing in this policy affects your statutory consumer rights.
1. Our promise
If a coat isn't right, send it back. You have 30 days from the date of delivery to request a return. Requests made after the 30-day window has closed cannot be accepted.
2. Condition of returned items
To be eligible for a return, items must be:
- Unworn and unused, other than trying the item on to check fit;
- In their original condition, free from marks, odours, pet hair, makeup, or signs of wear;
- With all original tags and labels still attached; and
- Returned in or with their original packaging where possible.
We reserve the right to decline a return, or to apply a reasonable reduction to the refund, for items returned worn, washed, altered, damaged after delivery, or missing tags.
3. Non-returnable items
For hygiene and safety reasons, certain items may be marked as final sale on their product page and cannot be returned unless faulty. Gift cards are non-returnable. Any item-specific exceptions will always be stated clearly before you buy.
4. How to start a return
Email info@tundrelle.com with your order number and the item(s) you'd like to return, along with the reason. We'll reply within 1 business day with return instructions and the return address.
Please do not send items back before contacting us. Unannounced returns sent without prior instructions cannot be tracked to your order and cannot be processed.
5. Return shipping
Return shipping is the customer's responsibility unless the item is faulty, damaged, or incorrect (see section 8). We strongly recommend using a tracked and, where appropriate, insured service, and keeping your proof of postage. We cannot issue a refund for an item that does not physically reach us, and we are not responsible for returns lost in transit back to us.
6. Refunds
Once your return arrives, we inspect it — usually within 1–2 business days of receipt — and email you to confirm whether it has been approved.
Approved refunds are issued to your original payment method within about 7 business days of approval. Depending on your bank or card issuer, it can take a further few business days for the funds to appear on your statement.
Because outbound shipping was provided free of charge, nothing is deducted from your refund for the original delivery. The cost you paid for the returned item is refunded in full.
7. Exchanges
The fastest and most reliable way to exchange an item for a different size or style is to return the original item for a refund and place a new order for the one you want. This ensures the replacement is reserved for you and ships without waiting for the original to arrive back. If you'd like help choosing a size before ordering, contact us and we'll gladly advise.
8. Faulty, damaged, or incorrect items
If an item arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and clear photos of the issue. We will arrange, at our cost, a replacement or a full refund — including any return shipping cost. You will never be out of pocket for our error. This does not affect your statutory rights.
9. Order cancellations
If your order has not yet shipped, email us as soon as possible and we will cancel it and refund you in full. Once an order has shipped it cannot be cancelled, but it can be returned under this policy once it arrives.
10. Late or missing refunds
If you have not received an approved refund after 7 business days, first check your bank account again, then contact your card issuer, as processing times vary between institutions. If you have done this and still have not received your refund, contact us and we will follow it up with our payment processor.
11. Contact
Questions about a return or refund? We're happy to help — reach us using the details below.
Tundrelle
Email: info@tundrelle.com
Phone: (913) 216-3296
Business address: available on request
Customer care: Monday–Friday, 9am–5pm CT
Response time: within 1 business day