Returns & Refunds

If you are not entirely satisfied with your product, then we operate a 30-Day Money Back Guarantee with free returns, and without any of the quibbles. On the rare occasion your product isn’t quite what you were expecting, then please email hello@friendlyturtle.com with the three things below;

  1. Order Reference Number
  2. Name of the item you would like to return
  3. Reason for returning

We do ask if you are not entirely satisfied with your product to please return in ‘as new’ condition in its sealed, original packaging. As soon as we have received your returned item we will process your refund, and this can take up to 9 – 14 business days before the refund is complete.

Made your payment with LayBuy and need a refund? No problem. For partial refunds, any upcoming/pending payments will be cancelled first, and the left over amount will then be refunded back to your card within 5-7 business days. For full refunds, any funds will be transferred back to the card used within 5-7 business days.

Due to the nature of some of our products, we are not always able to accept everything back due to hygiene reasons. The same applies to opened and used personal hygiene and skincare products. If you are having issues with your new product, then please get in touch and we will do everything that we can to find a solution for you.

Please remember to package the items you’re returning securely, and reuse any protective materials we used for your return delivery when possible. Once your item is ready for returning, you can find your nearest Hermes drop-off parcel shop here and leave your returns with them for collection.

If you don’t have access to a printer and are using Hermes print in store to print your label, don’t forget to double check that your local drop off shop has the print in store facility. For print at home labels, your can drop off into any Hermes drop off shop.

Free returns for UK orders only. 

If you still have questions, please don’t hesitate to get in touch with us at hello@friendlyturtle.com