We refund all unused items with their original packaging and garment tags still attached for 30 days of receipt of the merchandises. We are only accepting items for returns purchased from our webshop https://tierra.com.
To facilitate your return process, we recommend the following steps:
ATTENTION! If you return to us with another shipping company or in a different way than below, always make sure that the package is traceable!
1. Use the return form, which you have received with your Tierra-package to fill in the reason of return in the designated fields. Please use the numbers 1 to 8 to specify the reason for return.
2. Contact our Customer Service to receive a pre-paid shipping label via our form found here (opens in a new window.)
When contacting the customer service the following information should be provided; name and order number.
3. After contacting our customer service, you will receive by email a pre-paid shipping label.
4. Pack the items and return form securely in a box. You can use the box the items arrived in or in another box, if you prefer. Please don’t use the orginial packaging for your return shipment.
5. Affix the shipping label outside the box, which you have received by Customer Service.
6. Leave the package for the parcel carrier to pick up, or take it to a post office or shipping center.
7. Make sure to always keep the receipt you receive, in case of any lost parcels this is needed as proof.
Refund process
We will carry out the refund using the same payment method you chose for your initial purchase. Example: If you paid by credit card, we will refund the balance to your credit card. The refund is made within max. 14 calendar days after receipt of the returned items.
If you ordered the wrong product(s)
Sometimes stuff goes wrong, but we'll fix it! Please call or email us as soon as you can if you need to change the size/color/product, and we can cancel the order if it has not left the warehouse. If the order has left the warehouse, place a new order and return your incorrect order once it has been delivered. If we manage to cancel the order before it has left the warehouse, no extra cost is added. If the order has left the warehouse, you as the customer are responsible for the return shipping cost for the incorrect order.
Exchange
If you want to make an exchange for a different size or color, you can use the return form included in the package. Fill in according to the instructions and then contact our customer service by phone or e-mail. They will then send you a pre-paid digital return shipping slip that you then print and stick on the outside of the package.
