Returns policy

We accept returns for any unwanted products except bespoke palettes on orders placed with within 14 days from the date you have received your order. Please note that we can only accept products which haven’t been used or opened, in the re-sellable state and in the original packaging. For bespoke palettes (Palette Factory), please see our return policy below.

We provide Free Returns for the following countries: France, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, United States of America.

To request a return please follow the return link to generate your return label. Return form has to be filled online and a return label can be generated there. Please package your unwanted goods using the original packaging to ensure they are properly protected. Please apply the return label we provide, so that your return can be processed without any delay.

You will be notified by email once your return has been received and processed. Returns are processed within 10 days following receipt of the item(s) at the warehouse. Once your return has been processed and verified, your refund will be issued to your original payment method. Depending on your bank, it may take up to 10 days to get your account credited.

We can only issue returns for products purchased from All other BY TERRY products must be returned to the place of purchase.

Please contact us at [email protected] if you have any questions.

Returns and exchanges for bespoke palettes (Palette Factory)

As your palette is made specifically for you, no changes or cancellations can be made once you have placed your order, and we will only accept returns under your legal rights, such as if there is a quality issue or the product(s) arrive(s) damaged. This is in accordance with your consumer rights. By pressing ‘Add to bag’ you are agreeing to our Terms of Sale and Return policy.

Exchange policy

Unfortunately, we do not offer exchange to unwanted products, bought on To exchange other BY TERRY products bought from other retailers, please speak to the retailer from where you purchased your item. If you have placed an incorrect order, please return your unwanted goods and place a new order.

Cancellation policy

If you would like your order to be cancelled, please contact us at [email protected] as soon as you realised you would like to cancel your order. We can only cancel your order if it hasn’t been dispatched. If your order has already been dispatched, we won’t be able to cancel your order and you will have to follow our return process.

Faulty or damaged goods

If your goods bought at are received as faulty or damaged, please contact us at [email protected]. Our Customer Service team will assess the product and be in touch to arrange either a replacement or a refund if applicable. We can only issue returns for faulty or damaged goods purchased from All other BY TERRY products must be returned to the place of purchase