Every TELLS order is prepared specifically for you. While we do not offer standard returns or exchanges for changes of mind, size selection, or personal preference, we stand behind orders that arrive damaged, defective, incorrect, or are confirmed lost.
This policy applies except where a return, exchange, cancellation, replacement, or refund is required by applicable law.
Because many TELLS pieces are prepared specifically for each order, we encourage you to review your selection carefully before completing your purchase.
We do not offer standard returns solely because of a change of mind, personal preference, or a decision that the item is no longer wanted after ordering.
If the item received matches the size selected at checkout, we do not offer a return or exchange solely because the selected size is not the customer's preferred fit.
We do not offer exchanges because of a change in color or style preference when the item received matches the product ordered. Incorrect items sent by TELLS are handled separately under our order issue policy.
Please review the product description, available colors, measurements, and Size Guide carefully before placing your order.
Nothing in this policy limits any return, exchange, cancellation, replacement, or refund right that cannot legally be excluded under applicable law.
If something goes wrong before your order reaches you, or the item received does not match what was ordered, we'll review the issue carefully and work toward an appropriate resolution.
If your item arrives visibly damaged, contact TELLS as soon as reasonably possible after discovering the issue.
We may ask for clear photographs of the item, packaging, and any visible shipping damage so we can review what happened.
If an item arrives with a genuine production or manufacturing defect that affects its quality, appearance, or intended use, contact our Customer Support team.
The issue will be reviewed based on the information and evidence provided.
If the item received does not match the confirmed product, color, size, or other order details selected at checkout, contact us so we can review and correct the issue.
If tracking information and our shipment review confirm that your order was lost before delivery, the order will be handled under our lost shipment resolution process.
Eligibility is determined after reviewing the order details, available tracking information, and any supporting evidence requested by TELLS. Your statutory rights under applicable law are not limited by this review process.
When an eligible order issue is confirmed, TELLS will review the nature and severity of the problem and provide an appropriate resolution.
Approved claims involving a damaged, defective, or incorrect item may qualify for a cash refund of up to 100% of the amount paid for the affected item.
The final refund amount is determined after reviewing the nature and severity of the confirmed issue.
If TELLS confirms through the available tracking information and shipment review that your order was lost before delivery, you will be eligible for a 100% cash refund of the amount paid for the confirmed lost order.
When an approved claim does not require the affected item to be returned, you may keep it while TELLS processes the agreed resolution.
Please do not send any item back unless TELLS Customer Support specifically instructs you to do so.
Refund eligibility and amount depend on the confirmed circumstances of each claim. Nothing in this section limits any remedy or consumer right that cannot legally be excluded under applicable law.
If your order arrives damaged, defective, incorrect, or appears to be lost, contact us as soon as reasonably possible. A few simple details will help us review the issue efficiently.
Contact TELLS Customer Support as soon as reasonably possible after discovering the issue.
Provide your order number and the email address used when the order was placed so we can locate your purchase.
When relevant, send clear photographs or other information showing the product, packaging, shipping label, damage, defect, or order discrepancy.
We'll review the order details, supporting information, and available shipping or tracking records to understand what happened.
If the claim is approved, we'll confirm the resolution available for your specific case and explain what happens next.
Please have your order number and the email address used for the order available. Depending on the issue, we may also request clear photographs of the item, packaging, shipping label, or visible damage.
Submitting information does not automatically approve a claim. TELLS will review the circumstances and supporting information before confirming eligibility and the appropriate resolution.
Our order issue resolution is intended for genuine problems with the product or delivery. Certain situations are generally not covered when the order received matches what was purchased and the issue results from customer selection, information, use, or normal product variation.
If the item received matches the size selected and confirmed at checkout, a preferred-fit issue caused by selecting the wrong size is generally not eligible for a TELLS return, exchange, or order-issue refund.
Please review the Size Guide and product measurements before placing your order.
A change in preference, style, color choice, or desire to keep the item after the correct product has been prepared and delivered is generally not covered under the TELLS order-issue resolution.
Delivery problems directly caused by an incorrect or incomplete shipping address, contact detail, or other order information entered by the customer may not qualify for an order-issue resolution.
If you notice an error after ordering, contact us as soon as possible. Changes cannot be guaranteed once processing or shipment has begun.
Damage caused after successful delivery by misuse, improper washing or care, accidental damage, alteration, modification, or handling inconsistent with the product's care instructions is generally not considered a manufacturing or delivery defect.
Minor variations that naturally occur between garments, production batches, screens, photography, or finishing may not constitute a defect when they do not materially affect the item's quality, appearance, or intended use.
If you believe a variation is significant, contact us and we'll review the item based on the circumstances.
If you're unsure whether your situation is covered, contact TELLS Customer Support. We'll review the circumstances rather than asking you to determine eligibility on your own.
These exclusions apply subject to any consumer rights, remedies, or protections that cannot legally be excluded under applicable law.
A delayed shipment and a confirmed lost shipment are not the same. If your order has not arrived when expected, contact TELLS and we'll review the available tracking and delivery information.
If your order has not been delivered by the end of the 15th business day after order confirmation, contact TELLS Customer Support.
While we review the shipment, the delay will be handled in accordance with the TELLS Delivery Promise described on our Shipping & Delivery page.
An order is treated as lost when TELLS confirms, after reviewing the available tracking, carrier, and shipment information, that the shipment was lost before successful delivery.
Once the loss is confirmed, the confirmed lost-order resolution applies.
When TELLS confirms that an order was lost before delivery, you will be eligible for a 100% cash refund of the amount paid for the confirmed lost order.
The approved refund will be returned to the original payment method unless otherwise required by applicable law.
If your order has not arrived, contact us with your order number and the email address used at checkout. We'll review the available tracking and shipment information and explain the next step.
Nothing in this section limits any delivery, refund, or consumer right that cannot legally be excluded under applicable law.
Sometimes exceptional circumstances arise beyond the reasonable control of TELLS, the customer, or our delivery and fulfillment partners. These events may affect processing, transit, customs clearance, or delivery.
Exceptional circumstances may include severe weather, natural disasters, widespread transport or carrier disruption, government or customs action, strikes, public emergencies, or major infrastructure and system failures that are reasonably beyond the control of the affected parties.
These examples are illustrative and are not intended to cover every possible circumstance.
When circumstances outside reasonable control affect an order, TELLS will assess the available order, shipment, carrier, and delivery information and communicate the next steps where reasonably possible.
Any resolution will depend on the circumstances of the affected order and applicable law.
This section is not intended to remove or restrict any consumer protection that cannot legally be excluded. It also does not automatically classify a delayed shipment as lost or automatically reject an otherwise valid claim.
An event outside reasonable control does not automatically decide the outcome of an order or claim. TELLS will review the affected order individually using the information reasonably available to us and determine the appropriate next step.
Events beyond reasonable control may affect delivery commitments or the timing of a resolution, but this section does not limit any consumer right, remedy, refund, cancellation right, or other protection that cannot legally be excluded under applicable law.
If something doesn't feel right with your order, we're here to listen. Contact TELLS Customer Support and we'll help you understand the next step.
For returns, order issues, damaged or defective items, delivery concerns, and claim assistance.
Contact TELLS Customer Support directly if you'd prefer to discuss your order by phone.
Send us a WhatsApp message regarding your order and include your order number whenever possible.
For order issues, include your order number and the email address used at checkout whenever possible. This helps our team review your request more efficiently.
