Unless otherwise expressly provided herein, cancellations and refunds of orders will not be acknowledged nor allowed. However, a customer may be allowed to exchange an item/s under the following circumstance:
- The item/s is defective or damaged.
- The customer orders the wrong size.
Tugboat Fashion House can only exchange an item for a different size and in the same style. Customers shall bear return shipping fees in cases of size exchange.
The customer may contact Tugboat Fashion House and request for an exchange. However, exchanges will no longer be accepted 7 days after receipt of order. Tugboat Fashion House shall take responsibility of the complete exchange process.
All eligible items for exchange require:
- Tags to be intact and item unwashed, unworn and in acceptable condition.
- A copy of the acknowledgement receipt of purchase included.
All exchange orders will be packed and shipped out once the original items are received, returned and processed. The lead time is ideally 5 working days from the day the exchange order email is sent to the customer. However, for items which are not readily available and need to reproduced, the delivery time for the new exchange order will take up to 7 working days.