Terms

With the exception of Bespoke items (you'll never want to part with those), certain specialty items and/or customised items, you may return any product ordered on the Website for an exact replacement or refund within thirty (30) days of receiving delivery, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Tears On Fire has sole discretion in determining whether the products purchased via the Website are in original condition when returned.

To start a return, you can contact us at contact@tearsonfire.co.uk. Please note that returns will need to be sent to the following address: Tears on Fire, Att Returns, 22 Golborne Road, London W10 5PS

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Please note: for change-of-mind returns, the return shipping cost will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Claims outside this period may not be eligible for remedy. Tears On Fire has sole discretion in determining the validity of damage claims.

Exceptions / Non-returnable items

Certain types of items cannot be returned, like Bespoke, custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

In regards to bespoke or custom items, we are happy to repair or replace damaged parts as long as it is deemed the part is not faulty or damaged through wear and tear. Tears On Fire has sole discretion in determining whether the item purchased via the Website is faulty through wear and tear. Requests for repair or replacement of bespoke items must be made within 14 days of receipt. Customers are responsible for shipping costs unless the item is determined to be faulty due to manufacturing.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Tears On Fire has sole discretion in determining the condition of returned goods.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days, although it may take up to 14 days depending on your bank or payment provider. If more than 15 business days have passed since we've approved your return, please contact us at contact@tearsonfire.co.uk.

Product purchase limitations

To ensure better service and better availability of our products, Tears On Fire may limit the quantity of products that can be purchased for any item, on any single order or across multiple orders to a customer or address. Tears On Fire reserves in its sole discretion the right to determine what quantity restrictions will be put in place for an item, order, or orders. To ensure the observance of these restrictions, Tears On Fire reviews your order and processes your purchase history. In case of non-observance, our Customer Service or Store Associates may contact you and may refuse further transactions with you, for a period of 2 years from your last purchase.