FAQ

Get all the answers to the Frequently asked questions.

Order FAQs

How do I order?

Browse through the products that you love, then click “Add to cart” and “Check out”. Enter your shipping and billing details and wait for your order to arrived at your doorstep. It is that easy.

What if I need to change my order after I hit “submit”?

We strive to have all orders picked, packed, and shipped as quickly as possible because we know you can’t wait to receive it!  With that in mind, once your order is placed, we are not able to cancel your order.  Please see the return policy for additional information if a return is needed. 

How do I know if my order went through?

You will receive an order confirmation via email.

Why haven’t I received an email regarding my order?

There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.

If I return merchandise, how long will it take to receive my refund?

We will process a return 5-7 business days after we receive your returned merchandise in our warehouse. Returns will be refunded in the form of store credit redeemable at Dressbarn.com after being approved for a refund. The return shipping cost will be deducted from the refund amount. 

What do I do if something in my order is damaged or missing? 

Please contact us right away! Click here to view our returns/exchange policy and instructions.  Tochelle must receive all returns and exchanges, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your receipt.

Why doesn’t the USPS website recognize the tracking number of an order I placed?

Your tracking number will not be recognized by USPS.com until approximately 24 hours after your order has shipped. This is the time needed for USPS’s online tracking system to update. Try tracking your package again the following day and follow it to your front door!

When will I receive my order?

All orders take 1-2 business days to process, regardless of the shipping method used. Please keep this in mind when selecting shipping options. Orders are shipped Monday through Friday. Tochelle may need to contact you if there is an issue with your order, so please keep your account information updated! All order communication is done via email, so it is important that your email address be accurate and current. For more information about shipping

Do I need to create an account to place an order?

We have this feature for the benefit of our customer. You can store your billing address, multiple shipping addresses, join our mailing list, check your order status and create a wish list that you can share with friends! Also, we can contact you if there’s a problem with your order. It’s quick and easy. Just click here to create your account.

Shipping FAQs

Where does Tochelle Ship?

We currently shipping to only UK Addresses for all of our orders (unless specified on the product page). We offer Standard and Next Day Delivery.

What types of payment do you accept?

Tochelle.com accepts MasterCard, Visa, Discover, American Express and ATM/debit cards with the Visa or MasterCard logo. 

How do I track my order?

All orders made on this Site come with Order IDs which is used for processing and shipping. The Tracking number is assigned at the point of shipping and the customer would be notified via email or SMS. To track your order simply log into your account and use the Track Order feature in your account.

Return Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are 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

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should first send us an email with the product Order ID. If approved, an address would be emailed to you.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Still have a question?

Please contact us for more information.

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