FAQs
Please take time to read these FAQs before contacting us. If they aren't feel free to email us at value@terlay.com
Q. When Will My Order Arrive?
A. Most orders are processed within 2-4 working days of ordering. An email confirmation with your tracking number will be sent to the email address once the order has been dispatched. Orders are sent from our nearest warehouse based on your location.
These are estimated times based on current shipping times*
USA, Canada: 7 - 10 business days
UK, Europe: 7 - 15 business days
Australia, New Zealand: 7 - 15 business days
*Times may vary due to busy shipping periods or National Holidays*.
Q. Has My Order Been Shipped Yet?
A. Orders are generally shipped within 2-4 working days, sometimes sooner. You will receive a Shipping email when your order has been shipped, please check your SPAM/Junk box just in case it slips in there. If you cannot find your shipping email or think you may have deleted it, contact us at value@terlay.com and we can give you real-time information on whether your order has been shipped or not.
Q. My Item Arrived Broken or Damaged What Can I Do?
A. Firstly we apologize if this has happened. To help us fix it, please take photos and send them to us at value@terlay.com, once received our team will take care of it. We must be notified within 48 hours of package arrival and also not responsible for any packaging damage since it's the courier's job to handle with care. This is out of our control.
Q. I Ordered 2 or More Items, Why Did I Only Receive One?
A. When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses that we own. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you!
Q. I Need To Cancel or Change My Order How Do I This?
A. We always try our best to cancel your order, however if your order has already been shipped or processed then we cannot cancel your order. If you would like to change your order E.G the style, size or a shipping address then please do contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.
Q. Can I Get a Refund or Return?
A. We have a 30-day money back guarantee. If 30 days have passed since you received your purchase, unfortunately, we can’t offer you a refund or exchange. In order to get a refund, items must be in the condition you received it in, with the box, packaging and all accessories included.
Q. Which Countries Do You Ship To?
A. We have FREE shipping worldwide.
Q. Do You Have A Guarantee?
A. Yes of course! All orders come with a 30-day money-back guarantee. Simply email us at value@terlay.com and we'll be happy to assist your return.