How can an item be returned?
Start the return via the Returns Portal by selecting the relevant order. Fill in the return form, print the provided label, and attach it to the parcel. Take the package to the nearest EVRI parcel shop for processing.
How long does a refund take?
Refunds are usually issued within a few days after the parcel is received. Payment timelines depend on the bank, so allow up to 10 business days. Contact customer support if the refund has not appeared after this period.
What is the time limit for returns?
Items can be returned within 60 days of delivery if unused and in original condition. Products with broken seals or opened blister packaging cannot be accepted. Returns after 60 days are not accepted and may be sent back at the buyer’s expense.
Can an item be exchanged?
Exchanges are only available for defective or damaged products. To request an exchange for the same item, contact the support team via the provided email address.
What are the delivery charges?
Orders over £20 are shipped free of charge. Orders below this amount incur a delivery fee of £3.95. This applies to all UK regions, including Northern Ireland, Channel Islands, and Scottish Highlands.
Can I cancel my order after placing it?
Orders can be canceled within the first 30 minutes during business hours, which are from 9 AM to 4 PM. After this time, cancellations are not possible because items are picked and packed quickly. Once the picking process begins, we cannot accept cancellation requests. Customers can reach out to SupportUK@turtlewax.com for cancellation attempts within the allowed time frame.
What happens if my order cannot be canceled?
If cancellation is no longer possible, the order will continue to be processed and shipped. In these cases, customers should check the Returns and Refunds Policy. This policy provides information on how to return items if they are no longer needed. The support team can assist further with returns if needed.
How are pre-order products delivered?
Pre-order items are shipped using a standard delivery service on the dispatch date provided at purchase. If an item qualifies for next-day delivery, it will be shipped on the specified date. Delivery times depend on the dispatch schedule confirmed at checkout. Customers should review these details carefully before completing a pre-order.
Is international delivery available for orders?
International delivery is not available for purchases at this time. Customers outside the UK should contact regional distributors for availability. Orders placed through the main store are limited to domestic delivery only. This ensures that items can be shipped reliably within the available areas.
Who should I contact for support with cancellations?
Customers who want to cancel an order should email SupportUK@turtlewax.com. They should do this within 30 minutes of placing the order during business hours. The support team will let you know if cancellation is possible. If the order cannot be canceled, customers will be directed to the Returns and Refunds Policy.