FAQ’s

HAVE QUESTIONS? WE HAVE THE ANSWERS

FAQ’s

HAVE QUESTIONS? WE HAVE THE ANSWERS

Order Issues

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General Queries

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Delivery

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Product Queries

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Production & Manufacture

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Returns Policy

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Order Issues

– THERE IS AN ITEM MISSING FROM MY ORDER –

Depending on the size and weight of the products ordered your items may have been shipped in separate packages, there is a possibility that they could arrive on different days.

If you think we may have made a mistake in your order, or it seems that something is missing, please don’t hesitate to get in touch with us via our contact page

– I HAVE RECEIVED THE WRONG ITEMS, WHAT SHOULD I DO? –

In the unlikely event that you receive different items to which you originally ordered please contact us straight away so we can work to resolve the issue as quickly and efficiently as possible

– MY ORDER HASN’T ARRIVED IN THE EXPECTED TIME, WHAT DO I DO? –

Our aim is to have each order delivered within a 7 working day period, although this is not always the case. Myhermes offer a free parcel tracking service (use the tracking number sent with your dispatch confirmation) so you can keep an eye on your order and its journey. If you have any queries or you think your parcel may have been lost in transit, please contact us

– WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM? –

We can’t apologise enough if you have received a faulty item and we wish to resolve any issues as quickly as possible. Please contact us straight away with your order number, the faulty item’s name and a description of the fault (including photos) and we will get a replacement to you as quickly as possible.

– CAN I CANCEL MY ORDER IF I CHANGE MY MIND? –

If you change your mind about your order you may cancel it via email within 60 minutes of placing your order. To cancel an order please email us via our contact page confirming you wish to cancel your order and also quoting your order number.

After your order has been placed we promptly begin to process it, therefore we are unable to cancel orders after the specified time period (60 minutes after placing your order). You are however able to return any unwanted items to us for a full refund; please check our returns policy for more information.

– CAN I CHANGE/AMEND MY ORDER AFTER I’VE PLACED IT? –

Unfortunately you cannot amend an order after it has been placed; this includes changing the delivery address.

– I PURCHASED A PET BED BUT IT IS THE WRONG SIZE FOR MY PET, CAN I EXCHANGE IT FOR A DIFFERENT SIZE? –

We do not offer an exchange service; in the unfortunate event that you have purchase the wrong sized bed for your pet the best way to go about it is to return your order to us and place a new order for the correct size. (Please note terms and conditions apply when returning pet products, check our returns policy for more information)

– HOW DO I PAY FOR MY ORDER? –

We currently accept all payments via PayPal. You can easily link your bank card to a PayPal account in order to make payments on the Tilli Textiles website. PayPal offer extra security for both us as a seller and you as a buyer.

General Queries

– WHAT DOES ‘QUALITY BEYOND WHAT YOU FEEL’ MEAN? –

‘Quality beyond what you feel’ epitomises the Tilli Textiles brand. The fabrics, the filling fibres and the hands on input at every stage of our production line ensure you the quality that you deserve when buying soft furnishings. Everything is picked and worked in a way that delivers maximum comfort. The Tilli Textiles team are driven by our growing reputation for quality and high standards.

– I HAVE A QUESTION THAT ISN’T ON THE LIST, HOW DO I GET IN TOUCH? –

If you have any questions or queries please don’t hesitate to ask, just contact us via Facebook Messenger or email – enquiries@tillitextilies.co.uk.

Delivery

– HOW MUCH IS POSTAGE? –

We offer free tracked UK shipping on all products across the Tilli Textiles website via Hermes courier service. Please note that due to size and weight limits, orders of more than 1 item may be shipped in multiple packages.

Unfortunately, our courier service does not cover the Channel Islands, PO Boxes or BFPO locations. If you are located internationally or in an area not covered by our courier then please contact us directly for a postage quote for your order.

R.O.I and remote areas may be subject to a small supplement, in such cases, we will contact you with details after your order has been placed.

– HOW LONG DOES DELIVERY TAKE? –

We aim to have all UK orders delivered within 7 working days, we will send you a tracking number for your parcel(s) once your order has been posted; you can use this on the myhermes website to keep an eye on your delivery. Any purchases made after Thursday 1pm will be posted out the following Monday.

Please note that some items will take longer; personalising items can add up to a 3 working day delay to our dispatch time. Bespoke items will also take longer depending on your order, but this will be confirmed during initial email discussion.

In some cases delivery may be delayed due to unforeseen circumstances. If your order hasn’t arrived and you think it may have been lost please contact us and we will help to resolve your queries.

Product Queries

– I LIKE THE NAMES ON THE PET BEDS, HOW DO I ORDER THAT? –

We can offer personalisation up to 10 characters (including spacing) on a selection of our pet beds at an additional cost. You can purchase these from the personalised section of our website.

Please note that all personalised items are non-returnable unless faulty.

– WHAT IF YOU DON’T HAVE THE CUSHION SIZE I WANT/DO YOU OFFER A ‘MADE TO ORDER’ SERVICE? –

We will always try our best to make sure you get exactly what you want, that’s why we are happy to make products to order if it is possible.

You can enquire about bespoke orders via email from the bespoke section of the web page. All bespoke orders are subject to email discussion and deposit confirmation on an agreed price.

Please note that once confirmed and produced, bespoke items are non-returnable

– CAN YOU WASH THE PET BEDS/CUSHIONS? –

All our products have a zipped, removable cover so that they can be washed. To keep items looking better for longer please hand wash/gentle machine wash on a low heat setting and do not tumble dry (some exclusions apply, please see individual listings – faux leather products are wipe clean only)

– WHAT SIZE DOG BED SHOULD I PURCHASE FOR MY DOG? –

Here’s a question we get asked all the time and it is almost impossible to answer! The correct size of bed depends on multiple factors: How big is your dog? How does your dog sleep – do they like to spread out or curl up? What space do you have in your room for the bed to go in?

Our small sized beds measure at approx 22×22”, large sized beds approx 27×37” and extra-large beds approx 37×55” (please note these measurements are approximate and may slightly differ between products).

If you are unsure on sizing we always recommend sizing UP. Its better for your pet to have too much room than too little – and extra bed space means more room for snuggles!

– MY DOG RIPS UP THE COTTON DOG BEDS THAT I BUY; DO YOU HAVE ANY HARDWEARING COVERS? –

All Tilli Textiles pet beds are made from more hardwearing fabrics than your usual cotton pet bed.

Our deluxe and crushed velvet range offers fabrics that are hardwearing yet still stylish and luxurious.

We also stock the tweed and fleece fabric pet beds which have a tough water resistant base fabric. Our completely water resistant pet beds are made using tough fabric on both sided with an ideal water resistant coating for extra strength.

– A LOT OF PILLOWS I’VE BOUGHT FROM OTHER PLACES ARE HARD OR LUMPY, WHY ARE TILLI TEXTILES PILLOWS DIFFERENT? –

We use a blow-filling process when making our products which helps us to avoid the ‘lumpy’ feeling you get with a lot of pillows. We also use high quality, pure hollow fibre to ensure each pillow that comes off our production line is the best it can possibly be; providing support and comfort for a perfect nights sleep.

– I’VE BOUGHT AWFULLY LUMPY AND UNCOMFORTABLE BEDS FOR MY DOG BEFORE, WHAT ARE YOURS FILLED WITH? –

Our pet beds are filled with mixed recycled fibres which are machine pulled before being blow filled. This means that all the fibre and materials have been torn and pulled into little pieces and then blown into a cushion inner to ensure a comfy and ‘non-lumpy’ pet bed which we guarantee your pet won’t want to leave.

– I’M LOOKING FOR A PRODUCT, BUT I CAN’T FIND IT ON YOUR WEBSITE – CAN YOU HELP? –

If you’re struggling to find something please don’t hesitate to contact us and we will help in any way we can. If what you are after isn’t something we regularly stock, we offer a bespoke service where we will try our very best to make exactly what you want.

Production & Manufacture

– WHAT DOES ‘BLOW-FILLED’ MEAN? –

Our production process consists of blow-filling all our fibre filled products, be it a pet bed, cushion or pillow.

We feed the fibre filling for each product through a funnelled machine which then fluffs and blows the fibre into the product inner. Using this process instead of hand stuffing each item we can avoid that knotted and ‘lumpy’ feeling you get in a lot of our competitors products.

– IS YOUR MANUFACTURING PROCESS ECO-FRIENDLY? –

All of our products are made by using recycled fibres which would otherwise contribute to harmful landfill in the UK. By purchasing any of the Tilli Textiles products you are actively helping to reduce this landfill and therefore encouraging the growth of natural wildlife habitats across the country.

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