Return Policy

Damaged or faulty products

At TBW, our top priority is customer satisfaction. If you believe there is an issue with your order, or it simply does not meet your expectations, please get in touch and we will be happy to assist you.

For the fastest resolution and for us to understand what has occurred, please send us a photograph depicting the problem. Once we have verified that the product was damaged during shipping or faulty, we will send you a replacement at no cost or process a refund upon request.

Incorrect items

We’re only human and sometimes mistakes happen. In such cases where you receive a different item than ordered, please let us now and we will send you a free replacement with all shipping charges on us. For the fastest resolution, we may ask you to send us a photograph of the item received.

General Returns/Exchanges

We’re able to accept general returns and exchanges, please get in touch with us and we will provide you with a returns address – please note that we are unable to cover any postage costs of returning the order back to us and we recommend using a tracked and signed service for high value orders. For Latvia customers wishing to exchange, we will cover the postage cost of resending the newly exchanged order back to you, however international customers wishing to exchange will need to pay additional postage costs.

Items being returned for a refund or exchange must be received within 28 days from the date of purchase, in their original packaging and in an unused, resalable condition. Clothing must be unworn, unwashed and unmarked. Any items found to be in a poor condition will be returned to you without refund or exchange.

Please note there are some items that are non-returnable, such as:

Custom Orders – We are unable to accept returns for orders with custom text or custom artwork, as these items are made specifically for the customer and thus have no resale value. It is the customer’s responsibility to make sure there are no typos and the correct options have been selected prior to checkout.

Free Items – Items that fit into this category do not qualify for a return, replacement or refund.

Refund Policy

We aim to process refunds within 3 days of the item being received or a refund agreed. We’re unable to refund you for any postage paid, only the item(s) itself – the exception to this rule is if the mistake was ours, in which case we will refund the whole order value. Please allow 3-5 working days for a refund to be processed and reflected in your account.

As the refund is a reversal of your payment, we are only able to send it back the same way it was received i.e. the original payment source used during checkout.