Refund Policy

Overview

At ticarella, we strive to provide excellent customer service. Please read our return and refund policy carefully to understand our guidelines and procedures.

We understand that sometimes you may change your mind or need to make adjustments to your order. However, we do not support returns or exchanges if you ordered the wrong size, colour, or simply changed your mind. We encourage you to review product details, sizing charts, and specifications, before placing an order.

Damaged Products or Manufacturing Errors

If you receive a damaged product or there is a manufacturing error, we are here to assist you. We offer a free replacement or refund for such cases. Please contact our team within 15 days of product delivery and provide a clear photo showing the issue.

If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.

Kindly note that we do not offer a free replacement in the following situations:

  • Lost orders due to an incorrect delivery address provided by you.
  • Products that were received as requested but you wish to exchange them for another size or colour.
  • Garments with a minor size deviation of less than 1″ from the measurements provided in the size guide.

Refunds

Once a clear photo showing the issue is received and inspected, we will send you an email to notify you that we have received your photo. We will also notify you of the approval or rejection of your refund.

If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

After we have processed your refund, it usually takes 3-7 business days for the refund amount to appear in your PayPal account and 8-15 business days for your credit card, depending on your bank’s processing time.

If you have not received your refund within this timeframe, please reach out to us via email so that we can verify the accurate processing of your refund. If the refund has been successfully transferred to your bank, we will provide you with a refund invoice via email as proof.

If we have provided you with the invoice and confirmed that the refund has been sent successfully, but you still do not see the refund reflected in your account, we recommend contacting your bank to inquire about the refunded transaction. Occasionally, the transaction may be pending or delayed due to bank-related reasons.

Lost or Stolen Package

In case of a lost or stolen package, we understand your concerns and want to assure you that we are committed to resolving the issue promptly. Please follow these steps to ensure a smooth process:

  1. Check Address Accuracy: Double-check the accuracy of the address you provided during checkout. Even minor errors can lead to delivery problems. Ensuring the address is 100% accurate is the first step to avoiding any potential issues.
  2. Reach Out to Shipping Carrier: If the tracking information shows that the package has been marked as “delivered,” but you haven’t received it, contact the shipping carrier directly. They might have additional information or procedures to address such incidents even after a package has been marked as delivered.
  3. Contact Local Authorities or Postal Service: If you believe your package was stolen, we advise you to report the incident immediately to your local authorities or postal service. Please provide them with the tracking information when making the report.
  4. Contact Us for Investigation: After completing the necessary steps above, contact us at support@ticarella.com. Provide us with any relevant information regarding the incident and the actions you have taken. Our support team will conduct a thorough investigation to ensure that no error was made on your part.

Replacement Process:

Please note that we offer a free replacement for packages confirmed as lost or stolen only if our investigation determines that there was no error on your part. Our team will diligently review the information provided and proceed with the replacement process accordingly.

We value your satisfaction and want to ensure a positive shopping experience. Rest assured that if the loss is confirmed and there was no error on your part, we will promptly offer a replacement to resolve the issue.

Size Variations:

Please note that there can be up to a 10% variation in size—both larger and smaller than the dimensions listed in the size chart—due to the natural characteristics of cotton, as it is a naturally derived fiber.

Print Placement Tolerance:

For DTG (Direct-to-Garment) products, please be aware that there is a tolerance of 0.5″ for print placement. Minor variations within this tolerance range will not be considered as defects.

We value your satisfaction and are committed to resolving any issues promptly. If you have any questions or concerns regarding our return and refund policy, please contact our customer support team for assistance.

Please note that this policy is specific to shop.ticarella.com and does not extend to any third-party platforms or marketplaces where our products may be available.

If you have any questions or need further assistance, do not hesitate to reach out to us by visiting our Contact Us page. We are here to help and provide you with the best possible support throughout this process

Thank you for choosing ticarella.