shipping locations
We ship from our UK head office. We'll deliver your order using the best service for your experience considering both service and price.
We aim to dispatch all orders within 1-2 business days from when the order was placed. Orders made on a weekend or local holiday will be processed the next working day. Local holidays may affect order dispatch times.
In order to provide you with the quickest and most reliable delivery, we use a variety of different delivery carriers. The exact carrier used will depend on your location and order contents. Postage costs and delivery time frames vary by location, the below should only be used as an estimate and actual costs will be given at the checkout. There are some exclusions to the services we offer for certain items on site.
delivery
delivery to the UK, Europe and ROW
|
country / area |
service |
time (working days) |
qualifying spend |
price |
|
UK (including Guernsey, Jersey + Isle of Man) |
UK standard delivery |
2-4 |
orders under £35 |
FREE |
|
orders over £35 |
FREE |
|||
|
UK next day delivery* |
1 |
any amount |
£5.50 |
|
|
Europe |
standard delivery |
varies |
orders under £100 |
from £13.00 |
|
orders over £100 |
FREE |
|||
|
Rest of world |
standard delivery |
varies |
orders under £100 |
from £19.00 |
|
orders over £100 |
FREE |
*Not available for BT postcodes, Guernsey, Jersey and Isle of Man. These will be sent with Royal Mail. Orders made after 12pm on a Thursday will be dispatched the next working day (Monday, excl. Bank Holidays), meaning you will receive your order two working days from when you ordered. Next day orders will not be delivered on a Saturday or Sunday.
delivery to the US + Canada
| country / area | service | time (working days) | qualifying spend | price |
| US | standard delivery | 2-3* | orders under £100 | £15.00 |
| orders over £100 | FREE | |||
| Canada | standard delivery | 2-3* | any amount | £30.00 |
*Services may vary across to Alaska and Hawaii.
** Based on exchange rate, automatically applying at the checkout
customs
Please be aware that turtl does not have any control of any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to the country.
We will accurately declare the value of orders made. Canadian duties will apply on orders of a value greater than CA $20.
returns
UK returns
FREE on all orders. Here's how to make your return with Royal Mail. If you have received the wrong item, or your item is faulty, please contact us before making your return.
There will be no return shipping charge for orders being returned requesting an exchange.
All non-UK return costs are to be covered by the customer. We suggest that you use a tracked service and retain a proof of return retain until your return has been actioned. There's no need to create a returns request. You can also click here to create your returns label on the Royal Mail website →
Non UK returns
All non-UK return costs are to be covered by the customer. We suggest that you use a tracked service and retain a proof of return retain until your return has been actioned. There's no need to create a returns request.
Returns address:
turtl Returns Danielle House,
Ledson Road,
Wythenshawe,
Manchester
M23 9GP
United Kingdom
refunds
We will endeavour to process your return within 1 business day of receipt. Refunds will be issued immediately but may take up to 5-10 business days to show on your account information. For refunds to PayPal, PayPal may hold your funds for a short period before they can be withdrawn/used again.
Please note that we do not offer an exchange service. Should you wish to exchange your order for another size or style, please place a new order and then send the original pair back to us with your completed returns form and we will refund you the price of the items only on receipt of the original order. If you do order a replacement size as a new order, we will refund the outbound shipping of the new order so please drop us a message with your new order number.
christmas returns
Over Christmas, we extend our returns policy as we know items are being given as gifts. If you purchase from October 15th - 24th December, you will be able to return your item up until 31st January. Unwanted Christmas gifts can be exchanged for other goods.
returns terms + conditions
unworn returns
We understand that there is a possibility that you may need to return your order. To help you with this, we have a 30 day returns policy for all orders. We ask that the product is unworn, and is in re-sellable condition.
worn returns
Unfortunately, we are unable to offer refunds on non-faulty products that have been worn or used. Before wearing your items, please make sure that they fit properly. If you find they don't fit at a later stage, we will be unable to offer a refund. Any non-faulty products that are returned to us in a worn condition will be disposed of and the cost of the item will be retained as a disposal charge. If you believe your item to be faulty please see the section below "Faulty Returns".
faulty returns
We check all orders that we dispatch for quality but we do understand that occasionally the odd order may slip through our stringent checks. Please contact us about the nature of the fault before returning the item to us. We may not honour a refund for the return postage unless you've contacted us initially. It's helpful to send photographs or a video to demonstrate the fault with the item. We will deal with the issue accordingly.
