Need any help? We got you!

Please browse through our help articles in the sections below. If you don’t find the answers you need, feel free to get in touch with us.

Discover all the necessary informations regarding our delivery policies and options

Delivery FAQs

How do I track my order?

Once you have completed your order and the payment has gone through, you will receive a confirmation email. Our team will then work to dispatch your item, and once it has been dispatched, you can track your order by clicking on the “VIEW AND TRACK YOUR ORDER” button.

Once you click on the link, you will be taken to our delivery partner’s website, where you can view live updates about your order.

How long does delivery take?

You can find a list of delivery timescales and pricing upgrades here.

Once you reach the checkout and enter your delivery address, the page will refresh, and the available shipping options will appear.

Once you click on your preferred option, you will find an estimated delivery date at the bottom of the page.

Can I amend the delivery address?

Before placing your order, you can amend your delivery address by accessing your online account and selecting ‘addresses’. Once you add a new address, choose it as your ‘preferred’ address, and this will be your new delivery address going forward.
If you would like to amend your address after placing the order, you will need to do so within 24 hours by contacting us with your request.

If your parcel has already left our studio, you are unable to alter the address.

Is my delivery estimate guaranteed?

We can guarantee only next-day delivery. Usually, our delivery partners deliver parcels in a timely manner.
Various factors such as peak seasons, bank holidays, and weekends can occasionally lead to disruptions and delays in service.

Do you offer free delivery?

We do offer free delivery for orders over £30.
You can see more details about our shipping prices here

Do you offer next day delivery?

We exclusively offer Next Day Delivery service to customers residing in the UK.

To ensure your order is eligible for Next Day Delivery, kindly make sure to place your order before 11am. Orders placed after this time will be delivered on the subsequent day.

Are delivery fees refundable?

Please note that our delivery fees are non-refundable, except in cases where the mistake originatesfrom our end.
This includes errors such as personalization mistakes, receiving the wrong product, or damaged goods.

Is it possible to have my order delivered to a non-residential address?

We are unable to deliver to non-residential addresses,PO boxes, or BFPO addresses.
Thank you for your cooperation and understanding regarding this arrangement.

Can I choose for my parcel to be left in a safe place?

Some couriers let you pick a secure spot for parcel delivery if you’re not around, but there are risks to consider:

After delivery, TISATI does not take liability for any post-delivery issues and cannot offer refunds or replacements.
Opting for a parcel to be left in a safe place authorizes the courier to deliver it without requiring a signature from anyone at your property.
Couriers are not responsible for any losses. By choosing a ‘safe place’ for delivery, you are accepting liability for any post-delivery issues.

When opting for a secure delivery location and your parcel seems elusive, it’s advisable to first enquire with household members and neighbours. They may have accepted the delivery on your behalf. It’s always best to double-check before assuming the parcel is lost.

If you suspect your order is stolen, contact local authorities promptly.

Discover all the necessary informations regarding our delivery policies and options

Returns FAQs

When will my refund be processed?

We will contact you as soon as we receive your return and process your refund. Our aim is to finalise all returns within 5-7 working days upon receipt, excluding weekends. Your patience is greatly appreciated.

Following the processing of your return, an email confirmation will be promptly sent to you. Refunds are usually cleared and visible in your account within 3-5 working days.

What is your returns policy?

You can find our return policy here and at the bottom of the page in the Help section.

How to return my item?

If your order meets the return criteria outlined in our policy, please contact our customer service team. They will assist you by issuing a QR code that enables you to return the item within 14 working days.

Make ensure that you return your item within 21 days of receiving your order. This will help us process your request promptly and efficiently. Thank you for your cooperation.

Make sure to return the item in its original packaging. And remember to retain the posting receipt in case any issues arise with your order.

Do you offer free returns?

If your order meets the return criteria as detailed in our policy, you may be eligible for free returns based on the reason for returning.

Free returns are available only if the mistake/issue is from our end:

Damaged item (the item arrived damaged or defective);
Incorrect personalisation (the product has been personalised incorrectly compared to your request);

If your item is not eligible for free returns, £2. 99 will be deducted from your refund.

I have lost my returns postage receipt. Will my refund still be processed?

Typically, our dedicated team endeavours to reach out to you promptly within 10 working days once the item has safely returned to our studio.
However, in the rare event that the item does not reach us and you are unable to provide a postage receipt, it is advisable for you to proactively liaise with the couriers directly. This will allow you to ascertain the current status of your order and take necessary steps such as initiating a claim process if deemed necessary.

Have you received my return?

As a committed team, we aim to contact you promptly within 10 working days once the item has safely reached our studio.
If you have not received any updates regarding your return and it has been 10 days since you shipped it back, please do not hesitate to get in touch with us.

Your satisfaction is our top priority, and we are here to assist you with any queries or concerns you may have regarding your return.

Discover all the necessary informations regarding our delivery policies and options

Order Issues FAQs

Can I cancel my order?

The cancellation of your order is possible within a specified period, which varies based on the delivery option you have selected.
This time frame allows us to process your request efficiently and ensure timely delivery of your items.

Next Day Delivery -30 minutes after completing your order;
1-2 Working Days Delivery – 2 hours after completing your order;
2-3 Working Days Delivery – 4hrs before completing your order;

We are unable to make any changes once an order has been shipped.
Our quick order processing system does not allow for alterations such as modifying items, delivery preferences, addresses, or payment methods.

What should I do if my item is damaged?

We are truly sorry to learn about the damage to your item, but worry not, as we have you covered.

If your item arrived damaged, please contact us and include the following details in your order to ensure you receive the best assistance.

Your order number;
Your full name;
Your shipping address;
Two photos to highlight the extent of damage to the product.

Once our dedicated customer service member receives your request, we will promptly arrange for a return and provide you with either a full refund or a replacement, based on your preference.

What should I do if the personalisation is wrong?

We apologise for the error in personalising your item and understand that mistakes can happen. Not to worry, we’ve got everything under control. Your satisfaction is our priority, and we will make it right for you.

If your item has been personalised incorrectly, please contact us and include the following details in your order to ensure you receive the best assistance.

Your order number;
Your full name;
Your shipping address;
A photo to showcase the personalization on your item;

Review your online receipt and “your order” section for any typos or errors in personalisation before making assumptions.

What do I do if I am missing an item?

Every parcel undergoes thorough inspection before being dispatched, so we deeply apologise if any mistakes have been made with your order.

If there is a missing item from your order, please do not hesitate to contact us. One of our dedicated customer service members will do their best to assist you with this matter.

What do I do if I have received the wrong item?

Every parcel undergoes thorough inspection before being dispatched, so we deeply apologise if any mistakes have been made with your order.

If you discover that you have been sent the incorrect item, please do not hesitate to contact us. Our dedicated customer service team is on hand to swiftly and effectively assist you in rectifying this matter. When reaching out to us, kindly be ready to furnish the following details.

Your shipping address, order number and full name;
A photo of the item that you have received;
Photo of the product along with the white sticky label clearly visible.

What do I do if my item becomes damaged after wear/use?

We sincerely apologise for the inconvenience caused if there is an issue with your order.

If your item is damaged after wear/use, please contact our customer service with more details on how the item became damaged, and we will assist you. Please make sure to include the following:

Your name and order number;
Your shipping address;
A photo with the damage;

You may be required to return the item to us, following which we will proceed swiftly to address and resolve the issue as per your chosen preferences outlined below.

A replacement of the same item;
A refund (full or partial will depend on how long you have had the item and the severity of the damage)

Kindly be advised that our team of experts will assist in evaluating your request and photos to assess the extent of damage to the product and determine potential causes of such damage.

Legally under The Consumer Rights Act 2015 after 6 months retailers cannot accept liability for any faults.