Refund policy

Exchange-Only Return Policy

At All Tied Up, we take great pride in crafting each piece of our handmade macrame fashion with care and attention to detail. As all of our products are uniquely made by hand, we currently offer exchanges rather than refunds in accordance with applicable legislation. Please read the details below to ensure a smooth exchange process.

Exchanges:

Eligibility: You may exchange your item within 14 days of receiving it. To be eligible for an exchange, the item must be in its original, unused condition with all tags and packaging intact. Items sent back to us without first requesting a return will not be accepted.

How to Start an Exchange: To initiate an exchange, please contact our customer service team at contact@alltiedupmacrame.com within 14 days of receiving your order. Include your order number and the item you wish to exchange. Our team will provide instructions for returning the item.

Return Shipping: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee that we will receive the returned item without tracking.

Exchanged Item: Once we receive the returned item, we will process your exchange. You can choose to exchange it for another item of equal value, or we can offer a store credit for the full purchase price, which you can use on future orders.

Non-Exchangeable Items: Due to the handmade nature of our products, we are unable to accept exchanges for items that have been altered, worn, or damaged by the customer. Please also note that customised or personalised items cannot be exchanged unless there is a production defect.

Security Tag: For your protection and to ensure the integrity of our products, all items are shipped with a security tag. The security tag must remain attached in order for an exchange to be processed. If the security tag is removed or tampered with, the item will not be eligible for an exchange.

Defective or Damaged Items: If your item arrives damaged or defective, please contact us within 5 days of receiving your order, describing the problem, the defective part, and attaching images to the email along with proof of purchase. We will gladly offer a replacement or store credit for defective items, at no additional cost to you. 

Following receipt of the email, we will analyse the photographs and respond within 5 calendar days. If a manufacture defect is discovered, the amounts will not be reimbursed, but the garment will be replaced with another of the same model. We will not exchange where garments have become defective due to misuse.

Important Notes:

All exchanges must be processed within the time frame of 14 days after receiving the item.

Please ensure that returned items are securely packaged to avoid damage during return shipping.

If you have any questions about our exchange policy or need further assistance, don't hesitate to reach out to us. You can contact us here. We are here to help!

Thank you for supporting handmade craftsmanship and for choosing All Tied Up.