Frequently Asked Questions

Yes — we offer free shipping on all orders placed within the United Kingdom. There are no additional shipping charges.

Turtyle currently ships exclusively within the United Kingdom.

All orders are processed and prepared for shipment within 1 to 3 business days (Monday through Friday), excluding weekends and public holidays. Once dispatched, the estimated delivery time is 3 to 8 business days. In total, expect your order within 4 to 11 business days from purchase to final delivery.

Upon shipment you'll receive a confirmation email with a tracking number. You can follow your delivery on our tracking page — please allow up to 24 hours for the information to activate.

If your order hasn't arrived within 3 business days after the estimated 11-day delivery window, please contact support@turtyle.com so we can open an investigation with the carrier. If the package is confirmed lost, we will offer a full refund or reshipment at no additional cost.

Customers are responsible for providing accurate shipping addresses. Turtyle is not responsible for orders delivered to incorrectly provided addresses. See our Shipping Policy.

You may cancel your order within two (2) hours of purchase by emailing support@turtyle.com, before shipping begins. You also have a 30-day cancellation right from receipt of your goods under UK consumer regulations. If your order has already shipped, please follow our return process.

Orders are accepted only when Turtyle sends a shipping confirmation email. You'll also receive an order confirmation email at checkout, which serves as your proof of purchase.

Please contact support@turtyle.com within 48 hours of delivery with your order number and photographic evidence of the damage to both the product and its packaging. Photographic proof is required for replacement or refund eligibility. We cover the return shipping and offer a full refund or a replacement.

Contact us immediately at support@turtyle.com with your order number and a photo of the item received. We'll arrange for the correct item to be sent and cover all associated return shipping costs.

Items can be returned within 30 calendar days from the date of delivery. All returned items must be in their original, unused, and resalable condition, with all original tags attached and in their original packaging. Turtyle does not charge any restocking fees for returned items.

Follow these steps:

• Contact customer service at support@turtyle.com with your order number and reason for return.
• Receive your Return Merchandise Authorisation (RMA) number and return shipping instructions.
• Package the item securely in its original packaging with the RMA number clearly visible.
• Ship it to Platinum House, 12 Bailey Rd, Trafford Park, Stretford, Manchester M17 1SA, United Kingdom.

Return shipping is paid by the customer, except for defective, damaged, or incorrect items — in those cases, Turtyle covers the cost.

Refunds are processed within 5 business days after your return has been inspected and approved, and are issued to your original payment method. Your bank or card provider may need additional time to post the credit.

We do not offer direct exchanges. If you'd like a different size, colour, or product, please return the original item and place a new order.

Nothing in our policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and your 30-day cancellation right from receipt of goods. See our Refund Policy.

We accept Visa, Mastercard, and American Express via secure encrypted payment gateways. All transactions are processed in British Pounds (GBP), and payment is collected at the time of placing your order.

Yes — all product prices shown on our website are inclusive of applicable VAT for customers within the United Kingdom. The checkout total is the final amount, with no hidden fees. Our VAT number is GB 482 8892 33.

Yes. All transactions use SSL-encrypted (HTTPS) connections and comply with PCI DSS standards. Turtyle does not store your full payment details on our servers.

All descriptions of products or product pricing are subject to change at any time without notice. We also cannot guarantee exact colour accuracy, as this varies between screens and monitors.

Our terms are governed by and construed in accordance with the laws of England and Wales, with disputes resolved exclusively in the courts of England and Wales. We ask that you first contact support@turtyle.com to resolve any issue informally. See our Terms of Service.

We collect contact details — including your name, address, billing address, shipping address, phone number, and email address — as well as financial information, account details, transaction history, device information, and usage data.

We use it to provide our services — including to process your payments and fulfil your orders — as well as for marketing, fraud prevention, customer support, and legal compliance.

We share data with Shopify, vendors, and other third parties who perform services on our behalf — for example IT management, payment processing, data analytics, customer support, cloud storage, and fulfilment and shipping.

Yes. In line with UK regulations, we request your consent before placing non-essential cookies on your device. You can refuse cookies in your browser, though this may limit some functionality.

Account and transaction data is kept for seven (7) years after your last interaction with us for tax compliance. Marketing data is retained for approximately three years unless you opt out earlier.

As a UK resident you have rights including access, correction, deletion, and portability of your data, and you may object to processing. You can also file a complaint with the Information Commissioner's Office. To exercise any right, email support@turtyle.com. See our Privacy Policy.

Reach us at support@turtyle.com or by phone at +44 20 3769 9922. We typically respond within 24 hours.

Business hours (UK time):
Monday – Friday: 8:00 AM – 6:00 PM
Saturday – Sunday: 10:00 AM – 4:00 PM

Our company address is 28 Quinney Cres, Manchester M16 7DD, United Kingdom. Returns are sent to Platinum House, 12 Bailey Rd, Trafford Park, Stretford, Manchester M17 1SA, United Kingdom.

Turtyle LLC · Company Registration Number 14831235 · VAT number GB 482 8892 33.