Thank you very much for visiting the Tender Stores, Trestle Shop, and SLEEPER. We appreciate your patronage and will do everything we can to help.
ORDERING & DELIVERY:
We ship with UPS or Royal Mail Special Delivery to the UK, and internationally with UPS, DHL, or Royal Mail International Tracked & Signed. We offer free shipping internationally on all Stores orders, including orders containing item(s) from the Trestle Shop or SLEEPER as well. Once an item is paid for it will automatically be removed from stock and no one else will be able to purchase it. Where possible, we will dispatch purchases by the close of the business day after your order is placed. However we are a very small operation, and the Stores is a part of Tender’s more general running, so occasionally we are unable to dispatch goods straight away. If we’re away for more than 3 business days there will be a note throughout the site to let you know. Once your order has been dispatched we will send you an email with tracking details.
UK delivery is generally next working day after dispatch, international delivery is generally 2-5 working days after dispatch by UPS or DHL, and 1-2 working days longer by Post. UPS and DHL deliveries are fully trackable and guaranteed- we will choose whichever courier has a better service to your address (please let us know if you have a preference). Postal deliveries are trackable, but this is not a guaranteed service. For time-sensitive or especially high-value deliveries we recommend UPS or DHL. If you have any questions about delivery please contact us.
All products will be dispatched in strong cardboard packaging, wrapped in brown paper or antique dealers’ blanket, if appropriate.
If delivery to your country is not available at the checkout please contact us to arrange delivery. Additional charges may apply, depending on your location.
We do not offer a standardised gift certificate, however we are always happy to help- please contact us with any questions.
The Tender Stores, Trestle Shop, and SLEEPER is happy to be able to offer tax-free shopping to all customers outside the EU. Based on your shipping address the 20% VAT shown will be deducted at the checkout where relevant. Please note that for orders outside the EU taxes and duties may be payable in your country. Tender Clothing Ltd. has no control over, and is not liable for, any taxes charged by the receiver’s country’s customs.
If you are not completely satisfied with your purchase, you have 7 days from the delivery date to return it to us for a refund, exchange, or shop credit. Please contact us as soon as possible to let us know that you will be making a return. We will then give you further instructions.
Any returns should be sent back in their original condition with all packaging and tags. Once we have inspected the goods to make sure that they are in original condition we will issue a refund, exchange, or credit as requested. Please note that original shipping costs will not be refunded unless the product delivered is faulty or incorrect. Tender Clothing Ltd. is not responsible for returned goods until they have been delivered- we strongly recommend you use a signed-for and insured return service to guarantee that parcels reach us in good condition. Return shipping costs are your responsibility and will not be refunded unless the product is faulty or incorrect. In the case of an exchange, you will be charged shipping for the exchange before it can be sent to you. If products are returned not in their original condition then we will act at our discretion. If the returned goods are deemed not saleable you will be liable for return delivery costs to you. Any international returns must be marked ‘GOODS RETURNED, NO COMMERCIAL VALUE’, so that customs taxes are not charged. Any returns customs charges incurred in the UK are your responsibility and will be taken off your refund, or charged before an exchange is dispatched.
Please note that underwear and socks may not be returned once they have been tried on.
We do not accept returns for sale items- all sale items offered at discount from the original price are final.
FAULTY OR INCORRECT ITEMS:
If a delivered product is faulty or incorrect please contact us immediately, with full details of your order, and the problem. We will let you know how to proceed. Faulty items must be identified and returned within 7 days of delivery.
Due to the nature of the Stores’ stock, some items are one-offs and may have small marks or imperfections. All items for sale have been deemed suitable for sale by us, and anything which brings an item away from standard shop-delivery level will be mentioned on the product page. If nothing is mentioned in the product page, then the garment is in shop-delivery state. If you have any questions please contact us.
PRIVACY & SECURITY:
Tender Clothing Ltd. will not pass on your personal information to anyone else. We will not email you after your purchase is complete.
The Tender Stores uses Braintree payment gateway and does not have access to your personal credit/debit card details. Braintree is a validated Level 1 PCI DSS Compliant Service Provider and is on Visa’s Global Compliant Provider List and MasterCard’s SDP List.
While we endeavor to keep the site inventory up to date, we do not guarantee the availability of any items listed. In the rare case that an item is not available we will contact you to let you know and you will be entitled to a full refund of any payment made, if a suitable alternative is not available.
We reserve the right to cancel any order for any reason. If your card has been charged before an order is canceled by us, we will issue a refund of any payment made.
All content on www.tenderstores.com including images, text, and program coding are copyright 2017 Tender Clothing Ltd. and may not be reproduced without express permission.