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<div data-block="true" data-editor="8u2md" data-offset-key="e2nq8-0-0" id="isPasted"><div data-offset-key="e2nq8-0-0"><span data-offset-key="e2nq8-0-0"><span data-text="true" style="font-size: 16px;">We&apos;re sorry to hear about the issue with your order.</span></span></div></div><div data-block="true" data-editor="8u2md" data-offset-key="9rumb-0-0"><div data-offset-key="9rumb-0-0"><span data-offset-key="9rumb-0-0" style="font-size: 16px;"><br data-text="true"></span></div></div><div data-block="true" data-editor="8u2md" data-offset-key="952gb-0-0"><div data-offset-key="952gb-0-0"><span data-offset-key="952gb-0-0"><span data-text="true" style="font-size: 16px;">To help us resolve this quickly, please follow these steps:</span></span></div><p><span style="font-size: 16px;"><br></span></p></div><ol><li data-block="true" data-editor="8u2md" data-offset-key="68v4i-0-0" style="font-weight: bold; font-size: 16px;"><div data-offset-key="68v4i-0-0" style="line-height: 2;"><span data-offset-key="68v4i-0-0"><strong>Use our return portal:</strong></span><span data-offset-key="68v4i-0-1"><strong>&#xA0;You can find the link&#xA0;</strong></span><strong><a href="https://tbco.loopreturns.com/#/" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="68v4i-1-0"><span data-text="true">here</span></span></a></strong><span data-offset-key="68v4i-2-0"><strong>.</strong></span></div></li><li data-block="true" data-editor="8u2md" data-offset-key="52i69-0-0" style="font-weight: bold; font-size: 16px;"><div data-offset-key="52i69-0-0" style="line-height: 2;"><span data-offset-key="52i69-0-0"><strong>Provide details:</strong></span><span data-offset-key="52i69-0-1"><strong>&#xA0;Enter your order number, email, or postcode.</strong></span></div></li><li data-block="true" data-editor="8u2md" data-offset-key="9ldp3-0-0" style="font-weight: bold; font-size: 16px;"><div data-offset-key="9ldp3-0-0" style="line-height: 2;"><span data-offset-key="9ldp3-0-0"><strong>Select the faulty item:</strong></span><span data-offset-key="9ldp3-0-1"><strong>&#xA0;Choose the item and select &quot;Damaged/Faulty&quot; as the reason.</strong></span></div></li><li data-block="true" data-editor="8u2md" data-offset-key="8ucmg-0-0" style="font-weight: bold; font-size: 16px;"><div data-offset-key="8ucmg-0-0" style="line-height: 2;"><span data-offset-key="8ucmg-0-0"><strong>Upload photos:</strong></span><span data-offset-key="8ucmg-0-1"><strong>&#xA0;Share clear images of the damage.</strong></span></div></li></ol><div data-block="true" data-editor="8u2md" data-offset-key="fe3cj-0-0"><div data-offset-key="fe3cj-0-0"><span data-offset-key="fe3cj-0-0"><span data-text="true" style="font-size: 16px;">Once we receive your return request, we&apos;ll process it within 2-3 business days.</span></span></div></div><div data-block="true" data-editor="8u2md" data-offset-key="f9mb3-0-0"><br></div>

I have received a faulty/damaged item

Order Queries

How to add a Gift Message to my order?

Can I make changes to my order?

I placed more than one order, can they be shipped together?

My order arrived with incorrect/missing embroidery?

Can I cancel my order?

Why have I been informed the item I ordered is not available?

Can I change the delivery address, once my order has been placed?

I want to pay in GBP, but it is not allowing me to check out

I received a fraud verification email

Why has no one responded to my message yet?

What do I do if I received the wrong item?

A item is missing from my order

Where does this store ship to?

Tracking and updating your order

How long does shipping take?

How much is delivery?

Next day delivery conditions

UK & Rest of World

US & Canada

Australia

Shipping

What is your returns policy?

How do I return an item?

Can I return a product if it has embroidery on it?

Can I exchange a gift?

Can I get a price adjustment for an item I’ve already purchased?

How long will my refund take?

My return label is not working, what should I do?

Can I return two separate orders in one package?

Do I need proof of postage?

How do I create a return?

Returns

Where is your shop?

What are your opening times?

Can I return/exchange orders?

Can I collect an online order?

Do you stock all products in the shop?

TBCo Shop

How does embroidery work?

Why can't I add embroidery to a certain product?

Do you embroider logos?

What characters can be embroidered?

Embroidery

Where are your blankets and scarves made?

What's the difference between a Blanket Scarf & a Small Blanket?

Why aren't they all made in Scotland?

I can't find my family's Clan Tartan on your website - do you not carry all tartans?

When will an item be re-stocked?

Why is my product a different colour to the website?

What to do if my product is faulty?

My product is faulty, but my purchase is outside of the 30 days return?

My product is faulty, but my purchase was more than 6 months ago?

When will Triangle Scarves be re-stocked?

Why are some items not showing on the US store?

What are your different blanket sizes and options?

What are your different scarf sizes?

Do we offer custom size products?

Why do some items appear with a sale price and full price option?

How can I add a picnic carrier to my picnic blanket?

Product sizing

Product

What are the differences in wool types?

What does recycled wool mean?

What is the best way to care for wool?

Which wool type is the softest?

Is your wool cruelty free?

Is your cotton sustainably sourced?

Where is your wool sourced from?

What are the 30% recycled fibres in your recycled blankets?

What dye do you use on your wool?

Natural and Recycled Fibres

Do you offer bulk order discounts?

Do you offer corporate/employee/business gifting?

Corporate

How do I become a stockist?

Wholesale

Why is my Welcome 10% discount not working?

Will you be having any sales? Where may I find a discount?

Do we offer student discount?

Do we offer Blue Light/NHS discount?

Free Gift Promotion

Sales & Discounts

How are my items packaged?

Is the packaging sustainable?

Packaging

How to track my order?

My order has been shipped, but I did not receive a tracking link?

PO Boxes and Armed Forces addresses

Delivery

Who pays for import duties and taxes?

Duties & Taxes

What is TBCo Ai Assistant?

I have received a faulty/damaged itemUpdated 6 months ago