Returns & Exchanges

How Returns Work

We offer a 30-day change of mind policy for orders shipped within the United States. If you're not happy with your purchase, you can return it to us in new and unused condition. To be eligible, your item needs to be unused and in the same condition you received it, with your order number or proof of purchase on hand.

Here's what "free returns" means for us: once your return or exchange is approved, we cover the cost of shipping your refund confirmation or replacement item back to you. You're responsible for the cost of shipping the original item back to us.

If something arrived defective or damaged, we only ask for photographic evidence within 48 hours of you receiving it, so we can sort a replacement quickly. This is separate from a standard change of mind return, and doesn't affect your eligibility either way.

To qualify for a return, items need to be free from customer-caused damage, meaning no stains, cuts, alterations, or damage from misuse. We reserve the right to refuse a return that shows signs of this. If we can't accept an item for this reason, we're happy to ship it back to you on request, though return shipping in that case is at your cost.

How To Start A Return

Refunds

Once your returned item reaches us and we've had a look at it, we'll email you the same day to confirm we've received it, along with whether your refund's been approved.

If approved, we process the refund the same day or within 24 hours. From there, it's credited back to your original payment method. Most cases show up within a few business days for US customers, though it can take up to 10 business days for your bank or card issuer to fully post it.

Refund requests need to be made within 30 days of your delivery date. We're not able to process a return or refund request made after that window has closed.

Late Or Missing Refund

Haven't seen your refund land yet? Start by checking your account again, since some banks take a little longer to post it. If it's still not there, contact your card provider or bank directly, there's often some processing time on their end even after we've confirmed the refund from our side. Still nothing after all that? Email us at hello@turkishtowelco.com.au and we'll chase it up.

Sale Items

Full-priced items are eligible for a change of mind refund. Sale or promo items aren't eligible for a change of mind refund, so keep that in mind before purchasing at a discount. This only applies to change of mind: if a sale item is defective or doesn't match its description, that's handled the same way as any other item, regardless of the price you paid.

Exchanges

Picked the wrong color? Email us at hello@turkishtowelco.com.au to arrange an exchange. You'll cover postage to send the item back to us, and it needs to arrive unused and in its original condition. Once we've received and checked it, we'll send your replacement out at no cost to you, that leg of postage is on us.

How long it takes for your exchanged item to reach you after that depends on where you're located. Since we ship domestically via USPS, UPS, FedEx, and DHL, most exchanges move just as fast as a regular order.

A Note On Your Rights

Nothing in this policy limits any protections you already have as a consumer, including rights that can vary by state. If an item is defective, unsafe, or significantly different from how it was described, reach out and we'll make it right, regardless of what's written above. The 30-day change of mind policy is something we offer on top of those protections, for situations where there's nothing wrong with the item and you'd simply like to send it back.

Lost Or Stolen Packages

We're not liable for packages that are lost or stolen after being handed to the carrier. That said, we won't leave you to sort it alone, here's how it works.

If your tracking shows "delivered" but nothing's turned up, start by checking around your home, porch, garage, mailbox, and anywhere a carrier might tuck a parcel out of sight, and check with anyone else at the address too. If it's still missing within 24 hours of being marked delivered, email us at hello@turkishtowelco.com.au with your order number and tracking details and we'll file a claim with the carrier on your behalf.

Carriers usually take around 72 hours just to begin an investigation, and can take up to 21 days to fully determine whether a package is lost or simply delayed. We ask for a little patience here, most of this is genuinely out of our hands once a parcel leaves our warehouse.

Most carriers, including USPS, automatically insure packages up to a set amount. As a small business, we're not able to cover losses beyond what the carrier's insurance provides, but once a claim is paid out, we'll either resend your order or refund the payout amount to your original payment method. In some cases we may ask for a signed statement confirming the package wasn't received.

For full delivery details and carrier information, see our shipping & delivery page.

Frequently Asked Questions