Returns & Exchanges

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. 

We will process your return or exchange within 14 days from our receival of the returned parcel. Once it has been processed you will receive a confirmation by email.

HOW TO RETURN

To facilitate your return, click on the link in your shipping confirmation or follow the steps below:

    1. Click here and enter your order number and the email registered on the order.
    2. Choose the item(s) you would like to return. 
    3. Choose the reason for your return.
      • If you would like to make a warranty claim, click on “Make a warranty claim”. A request is sent to our Customer Service, they will reach out with further instructions.

      • If you want to make an exchange, please choose the new size/colour in the list of options.

      Please note that your exchange is not shipped until your return arrives at our warehouse. We reserve the right to refund if the exchange cannot be fulfilled at that time.
    4. The available return service for you will be displayed, please click on that option. 
    5. Print your generated label.
       
      • Pack the item(s) securely in a box. You can use the box the item(s) arrived in or another if you prefer.

      • Attach the label       on the outside of your parcel. Make sure to remove or completely cover the old label.
    6. Leave the package at the delivery courier drop off point.
       
      • 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.

Exchange

For any items that have been exchanged for another size or colour, no refund will be processed. You will receive a new email when the items have been shipped.