Refunds, cancellations & disputes

You can cancel any order free of charge at any point before it is dispatched. Email support@tbboutique.shop with your order reference and the word “cancel”, or call +1 560 207 4910 during Monday to Friday, 9:00–17:00 Eastern Time. We confirm the cancellation and refund in full.

Because we pack quickly, an order placed in the morning may already be with the carrier by the afternoon. If we cannot stop it in time we will say so, and you can return it under the returns policy instead.

If we cancel. Where we cancel an order — for example because an item is out of stock, a price was clearly wrong, or we cannot ship to your address — you receive a full refund and an explanation, and we never charge a cancellation fee.

Delayed dispatch. If we cannot ship within the time stated at the point of sale, and in any case within 30 days, we contact you before that deadline with a revised date and the option to cancel for a prompt full refund.

Sales tax is refunded in proportion to the amount refunded. Import duties already paid to a customs authority in the destination country cannot be refunded by us; you may be able to reclaim them directly from that authority.

If a discount code was applied to the order, the refund reflects the price actually paid, not the pre-discount price. Returning enough items to drop the order below a free-shipping threshold means the shipping we absorbed is deducted.

We inspect returns within three business days of arrival and issue the refund the same day it is approved. You get an email confirming the amount and the date it was sent.

After that it is with your bank. Card refunds usually post within 5–10 business days, but some issuers take a full statement cycle. If it has been more than 15 business days since our confirmation email, contact your bank first, then us — we can supply the refund reference.

Refunds always go back to the card or account used to pay. We cannot send a refund to a different card, a bank transfer, or a third party.

Where a returned item arrives used, incomplete, or damaged through no fault of ours, we may offer a partial refund reflecting the reduction in value rather than refusing the return outright. We always contact you with photographs first and give you the choice between the partial refund and having the item sent back to you at your cost.

Please contact us before raising a dispute with your bank. We are a small team and we answer every message within one business day; almost everything is resolved faster that way than through a dispute, which takes weeks.

If a dispute is raised, we respond to the payment processor with:

• the order record, including the items, price and delivery address;
• the shipping, returns and refund terms as they appeared on the checkout page at the time, together with your recorded acceptance of them;
• carrier tracking and any proof of delivery;
• the full record of correspondence with you.

If we have made a mistake we say so and refund without argument. If the dispute concerns a non-returnable sealed jewellery item, we will point to where that exclusion was disclosed on the product page, in the bag and at checkout.

Fraudulent disputes are reported to the payment processor and may result in us declining future orders.

If a charge from TB BOUTIQUE LLC or Silkline appears on your statement and you did not place the order, email support@tbboutique.shop immediately with the amount and date. We will find the order, cancel it if it has not shipped, refund it, and give you what we can to support a report to your bank.