Modification and Cancellation Refund
We are happy to assist with modification and cancellation requests made within 24 hours of purchase. Eligible requests may receive a full refund.
Return Refund
We provide refunds for items returned within 30 days from the date of receiving your order. To qualify for a refund, your item must meet the following criteria:
- Brand new and unused.
- Includes all original tags and labels.
- Accompanied by a receipt or proof of purchase.
EU Right of Withdrawal (14-Day Cooling-Off Period)
If you are a consumer located in the European Union (EU), you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. This is known as the cooling-off period and is protected under EU consumer law (EU Directive 2011/83/EU and EU Directive 2023/2673).
How to Exercise Your Withdrawal Right
To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires. You can do so by:
- Emailing us at support@tartanvibesclothing.com with your order number and a clear statement that you wish to withdraw from your purchase.
- Using our dedicated EU Withdrawal Form to submit your request directly online.
What Happens After You Withdraw
- We will send you a confirmation of your withdrawal request by email without undue delay.
- We will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice (or the returned goods, whichever is later).
- You must return the goods to us without undue delay and no later than 14 days after notifying us of your withdrawal.
- You are responsible for the direct cost of returning the goods unless otherwise agreed.
- We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back.
Exempt Products
Certain products are exempt from the right of withdrawal under EU law. These include goods that are made to your specifications or clearly personalised (e.g. custom-printed or custom-embroidered items). If you are unsure whether your order qualifies, please contact us before placing your order.
Lost Package Refund
In the unfortunate event that your package is lost in transit (not yet showing as delivered), we will promptly resend your item or issue a full refund.
If the package is marked as delivered but you have not received it and your order was placed without shipping insurance, we offer two potential resolutions:
- Resend: If you prefer to have the items resent, we kindly ask for your assistance in covering the resend fee.
- Partial refund: The amount will be determined case by case, taking into account the item's value and the shipping carrier's policy.
Refund for Insured Orders
Some orders are eligible for shipping insurance, which provides additional protection if your package shows as delivered but is not received. If your insured order shows successful delivery yet you have not received it, we are happy to assist by either resending the items or offering a refund equivalent to 70% of the total order amount.
To process your claim, please provide evidence of your communication with the local post office or carrier to help us validate the delivery status.
Need Help?
To initiate a refund request, please contact our support team with your order number, a clear description of the issue, and any relevant photos or carrier information.
Email: support@tartanvibesclothing.com
Refund Questions
Do you offer refunds for order modifications or cancellations?
Yes. We can assist with modification and cancellation requests made within 24 hours of purchase. Eligible requests may receive a full refund. After 24 hours, your order may have entered production and changes can no longer be guaranteed.
What is your return refund window?
We provide refunds for items returned within 30 days of receiving your order, if the item is brand new, unused, includes all original tags and labels, and is accompanied by proof of purchase.
I am an EU customer — what is my right of withdrawal?
As an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason (the cooling-off period). To exercise this right, please use our EU Withdrawal Form or email us at support@tartanvibesclothing.com with your order number before the 14-day period expires. We will confirm your withdrawal and process your reimbursement within 14 days. Note that custom-printed or personalised items may be exempt from this right.
What happens if my package is lost in transit?
If the package is confirmed lost in transit (not yet showing as delivered), we will resend your item or issue a full refund. If it is marked delivered but not received and your order did not include shipping insurance, we can review a resend option (with a resend fee) or offer a partial refund depending on the item value and carrier policy.
How do you handle insured orders that show as delivered but were not received?
If your order included shipping insurance and tracking shows delivery but you have not received it, we can resend the items or refund 70% of the total order amount. Please provide evidence of contacting your local post office or carrier.