Returning Faulty Item(s)
In the event you have received a faulty item or your parcel has been damaged upon delivery, please contact us as soon as possible via our 'Contact Us' form with the following information:
- Your order number
- Which item is damaged
- A description
- Photographic evidence
Once we have received the above information we can then advise the best solution to ensure the problem is rectified as quickly as possible. Please do not return any damaged items unless advised by a member of our team.
Returning Unwanted Item(s)
Please note: we do not accept returns on Gift Cards.
If you change your mind on any Timbuktu product(s) and would simply like to return the item(s) back to us, just let us know within 30 days from the date you received the item(s) using our 'Contact Us' form. All unwanted item(s) must be returned in a new, unused and unwashed condition and still with the original packaging. Any items found to be in poor condition will be returned back to you.
As soon as we receive the item(s) back we will refund your items(s) and the standard delivery charge provided the complete order is returned, if only part of the order is returned and some of the item(s) are kept we will simply refund the returned item(s) and not the delivery charge. When a delivery charge has been incurred we will only refund the standard delivery charge, even if you originally selected a more expensive service when you first placed your order.
Note - Customer pays return postage/delivery charge - please obtain proof of postage, as we cannot accept responsibility for items lost in transit.
When sending unwanted items back to us, we strongly recommend that the item(s) are packaged well and use a delivery service that can be tracked, recorded or at least obtain proof of postage as we cannot accept responsible for items lost in transit or damaged.
Please note: we do not accept exchanges on Gift Cards.
If you would like to exchange any products please contact us via our 'Contact Us' form within 30 days of receiving the item(s). Please provide the following information:
- Your order number
- Which item(s) you would like to exchange
- Reasons for the exchange
Most likely we will simply advise you to place a new order online for the replacement and return your unwanted product(s). All product(s) returned must be in a new, unused and unwashed condition and still with the original packaging. Any items found to be in poor condition will be returned back to you.
FAO: Timbuktu Returns
Albert Mill, Mill Street,
Please note: we do not give refunds on Gift Cards.
Once we have received your returned item(s), please allow up to 14 days for your refund to be processed, bank processing times can vary.
PLEASE INFORM US OF ANY UNWANTED ITEM(S) THAT NEED TO BE RETURNED WITHIN 30 DAYS, AFTER THIS TIME WE CANNOT ACCEPT UNWANTED ITEMS FOR A REFUND. FAULTY ITEMS CAN ONLY BE REFUNDED WITHIN 30 DAYS AND WE ARE UNABLE TO OFFER A REFUND AFTER THIS TIME, INSTEAD FAULTY ITEMS WILL BE REPAIRED OR REPLACED.
Please note: your statutory rights are not affected.