FAQ

We are pleased to offer a 30-day return policy for most items. To ensure a smooth resolution process, please adhere to the following guidelines:

All returns must be initiated within 30 days of the purchase date. Items returned beyond this period will not be accepted.

Returned items must be in their original condition, unused, and with all original packaging and tags attached. Items that have been worn, altered, or damaged will not be eligible for return.

A valid proof of purchase, such as a receipt or order confirmation, is required for all returns. This helps us verify the transaction and process your return promptly.

Please contact our support team to initiate a return request before sending your items back. Returns without a request may not be processed.

Customers are responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure the safe delivery of your returned items.

Once we receive and inspect your returned items, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method used for the purchase.

If you wish to exchange an item, please follow the return process and place a new order for the desired item. This ensures the fastest processing and availability of your replacement item.

If you receive an item that is damaged or defective, please contact our support team within 14 days of receiving your order. We will arrange for a replacement or refund, including return shipping costs.

For international returns, please contact our support team for specific instructions and guidelines.

Please note that sale or clearance items, gift cards, and items marked as "final sale" are non-refundable. We are committed to finding the best possible solution to ensure your satisfaction.

To return an item, please fill out the return form on our Contact Us page to initiate the return process. For more information, please refer to the guidance provided below:

Please include the following information in your message:

• Your order number
• A description of the item you wish to return
• An image of the item (if applicable)
• The reason for the return

Once your return request is approved, you will receive a confirmation email. Ensure that the item is securely packaged to prevent any damage during transit, preferably using the original packaging if possible.

Use your preferred courier service to send the return package to the following address:

• 59-60 Thames Street, Windsor SL4 1TX, United Kingdom

We advise using a trackable shipping service or purchasing shipping insurance to ensure the safe return of your item. Use the tracking number provided by your courier service to monitor the return shipment and ensure the package is successfully delivered to the return address.

Once we receive and process your return, you will get a confirmation email.

Once your order is shipped, you will receive a tracking number via email. This tracking number allows you to monitor the status and location of your package throughout its journey.

You can visit the carrier's website and enter your tracking number in the designated section to receive real-time updates on the whereabouts of your package and its expected delivery time.

You can also use the order status feature on your account to easily track your order and view updates about its shipping progress and delivery details.

Items marked as final sale are not eligible for return, refund, or exchange. Once a final sale item has been purchased, it cannot be returned for a refund, exchanged for another item, or credited for a future purchase.

We strongly encourage you to carefully review the product details, size, and specifications before making your purchase of final sale items to ensure they meet your expectations.

Once your return or exchange request is approved, you will receive a confirmation email. The refund process takes approximately 5-10 business days, with the amount credited back to the original method of payment used for the purchase.

Please note that the exact time frame may vary depending on your card issuer's policies. If you have any questions or concerns during this period, feel free to contact our support team for assistance.

If you wish to exchange an item, please follow the return process and place a new order for the desired item to ensure the fastest processing and availability of your replacement item.

Products must be returned within 30 days of the purchase date, in their original condition, unused, and with all original packaging and tags attached. Proof of purchase (receipt or order confirmation) is required for all exchanges.

To initiate the exchange process, reach out to our support team at info@tengrandglobal.com with your order number and details of the item you wish to exchange.

Ship the item back to us at 59-60 Thames Street, Windsor SL4 1TX, United Kingdom, using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Once we receive your returned item, we will inspect it to ensure it meets our exchange criteria. If approved, we will process your exchange.

Exchanges are subject to availability, and if the desired item is out of stock, we will offer a store credit or refund.

Shipping costs for returning the item are the responsibility of the customer, unless the exchange is due to a defect or error on our part.

For international exchanges, additional shipping fees and customs duties may apply.

Please note that sale or clearance items, gift cards, personalised or custom-made items, and items marked as "final sale" are non-eligible for exchanges.

If you need to cancel your order, you can do so as long as it hasn't been processed yet.

Please contact us at info@tengrandglobal.com and our team will do their utmost to accommodate your request. However, once an order has entered the processing stage, cancellations may not be possible. In such cases, we kindly ask that you wait until the item arrives and then initiate a return request in accordance with our Return Policy.