We refund all unused items with their original packaging and garment tags still attached for 30 days of receipt of the merchandises. We are only accepting items for returns purchased from our webshop https://tierra.com.
In order to withdraw from your purchase contract, you can make use of our online form or return the purchased items following the steps below.
To facilitate your return process, we recommend the following steps:
1. Use the Return slip, which you have received with your Tierra-package to fill in the reason of return in the designated fields. Please use the numbers 1 to 8 to specify the reason for return.
2. Contact our Customer Service to receive a pre-paid shipping label via our form found here(opens in a new window.)
When contacting the customer service the following information should be provided: Name - Order number - address - phone number
3.After contacting our customer service, you will receive by email a pre-paid shipping label.
4. Pack the items and return slip securely in a box.You can use the box the items arrived in or in another box, if you prefer. Please don’t use the orginial Primus packaging for your return shipment.
5. Affix the shipping label outside the box, which you have received by Customer Service.
6. Leave the package for the parcel carrier to pick up, or take it to a post office or shipping center.
7. Make sure to always keep the receipt you receive, in case of any lost parcels this is needed as proof.
We will carry out the refund using the same payment method you chose for your initial purchase. Example: If you paid by credit card, we will refund the balance to your credit card. The refund is made within max. 14 calendar days after receipt of the returned items.
Call or email us with your inquiry. If you need to change size/color/product, we can cancel the order if it hasn't left the warehouse. If the order has left the warehouse, place a new order and return the wrong order. You have to pay for the return freight.