Customer Service

FAQ

• Conditions

  Underwear cannot be exchanged for hygiene reasons unless you have requested a hygienic seal at the time of placing your order (please request this under other requirements when you proceed to the check out). Please note that bras may be exchanged.

• Delivery Time

  Delivery usually takes 3-10 days. If the item you have ordered is out of stock we will let you know an estimated delivery time, you have the option to cancel your order at this point if this is not deemed satisfactory. Any extra costs which may arise if we need to send your order in two or more separate deliveries will be borne by us.

• Payment Method

  We have a secure online payment system by credit or debit card.

  Attention, your payment method can determine the delivery time. We must have received payment from you before we can send out your order. You have the possibility to cancel your order and get a refund if the order has not already been dispatched.

• Money Back Guarantee

  You have the right to return your order within 60 days and get a refund if you are not satisfied with your order. You will get a refund for the value of the items returned, this does not include underwear which cannot be exchanged or returned for hygiene reasons unless you have requested a hygienic seal. Please note that bras may be returned.

• If you want to exchange an item

  If you wish to exchange a used item, please contact us first at info@timarco.co.uk. The conditions are that the item must be undamaged, in a saleable condition, in the original packaging, and in a condition that you would accept it yourself as a new item. We will be able to exchange your item more quickly if you include the packing note sent with your order and fill in the details on the reverse side.

Exchange & returns

• If you want a refund

  You have the right to a full refund within 60 days. You will receive a refund of the value of your order, excluding underwear which cannot be returned or exchanged for hygienic reasons, except bras.

• If there is something wrong with an item

  If there is an error with your order which is our mistake we will of course pay the return delivery cost even if an exchange is not required, the packaging and delivery charge will also be refunded to you. Please contact us before returning any items at info@timarco.co.uk. If you have ordered several items and you are not returning all of them we will not be able to refund the packaging and delivery charge. (This is because the charge is the same, independent of how many items you have ordered.)

• Regarding all returns

  Pack any items to be returned well and send them as a normal letter or parcel dependent on the size. It makes it easier for us to handle your return or exchange if you send the original packing note with the items and fill in the details on the back. Please include your daytime telephone number and email address and bank account number and sort code if a refund is required.

• If an item has been damaged in transit

  We will always answer to any damages which occur during transport but you must report any damages to your local post office. For any returns which are sent back to us you are responsible for the transport risk.

• Unclaimed parcels

  For any unclaimed parcels the customer will be debited £15 for the return postal costs, expedition charges and handling fees.

Shipping & delivery

You can reach our Customer Service

• Delivery Time

  Delivery usually takes 3-10 days. If the item you have ordered is out of stock we will let you know an estimated delivery time, you have the option to cancel your order at this point if this is not deemed satisfactory. Any extra costs which may arise if we need to send your order in two or more separate deliveries will be borne by us.

Payment method

• Payment Method

  We have a secure online payment system by credit or debit card.

  Attention, your payment method can determine the delivery time. We must have received payment from you before we can send out your order. You have the possibility to cancel your order and get a refund if the order has not already been dispatched.

Contact us

You can reach our Customer Service at support@timarco.co.uk. Our Customer Service is manned monday to friday 9am - 5pm. The address for letters and parcels is:

Customer satisfaction is the most important thing for us
Your feedback is really valuable to us and so please contact us if you have any comments or any problems support@timarco.co.uk.

We offer Online Dispute Resolution (ODR) in connection with our offering/services to Consumers as required under the EU Regulation 524/2013 (see details at http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/adr-odr/index_en.htm) . The ODR service can be accessed under http://ec.europa.eu/odr.