Returns policy

Please note that due to current restrictions as a result of Covid19 our returns process has changed. Please contact our Help Centre or chat to us online and we will process your request the best we can.

Please contact our Help Centre if you have any questions.

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.

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

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

Only items purchased on will be accepted for an exchange. 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 our Help Centre 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 our Help Centre. 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