Delivery & Returns

Last updated: 1st of May 2026

This page forms part of our Terms & Conditions of Sale (“T&Cs”). If anything here differs from the T&Cs, the T&Cs prevail, unless mandatory consumer protection laws in your country provide otherwise.

1) Shipping & Order Tracking

Where we deliver.
We currently deliver to the United Kingdom, the European Union, the United States and Canada.

For the United Kingdom, this includes England, Wales, Scotland and Northern Ireland. Delivery to remote areas, islands or certain locations may take longer and may depend on carrier availability.

We do not deliver to PO Boxes, BFPO addresses, parcel lockers or freight forwarders.

Delivery charges & options.
The delivery options available to your address, together with estimated delivery times, are shown at checkout and in your order confirmation.

Our standard delivery rates are:

United Kingdom
Standard delivery: £5.99
Free standard delivery on orders of £60 and above

European Union
Standard delivery: £9 / local currency equivalent
Free standard delivery on orders of £100 / local currency equivalent and above

United States & Canada
Standard delivery: £15 / local currency equivalent
Free standard delivery on orders of £120 / local currency equivalent and above

Free delivery thresholds apply to the order subtotal after discounts and before delivery charges, unless stated otherwise at checkout.

From time to time, we may offer free standard delivery promotions. Any such offer will be shown at checkout.

Customs, duties & local taxes.
For orders shipped outside the United Kingdom, customs duties, import taxes, local sales taxes or carrier handling fees may apply depending on your destination country.

Where possible, applicable taxes and charges will be shown at checkout. If they are not collected at checkout, they may be charged by the carrier or local authorities before delivery.

Terréa is not responsible for delays caused by customs processing or local import procedures.

Dispatch & tracking.
When your order ships, we email you a dispatch confirmation with a tracking link or tracking number so you can follow your parcel online.

Delivery times.
Estimated delivery times are shown at checkout. These are usually working days, excluding public holidays in the United Kingdom and in your destination country.

Delivery estimates are not guaranteed. Customs checks, remote locations, weather, carrier capacity and peak seasons may occasionally cause delays. We’ll keep you informed if there is a significant delay and offer appropriate options where needed.

Safe place / neighbour.
If you ask the carrier to leave a parcel in a safe place, with a neighbour or at a collection point, risk passes when the carrier follows that instruction. Please use this option with care.

2) Missed Delivery & Undeliverable Parcels

If a delivery attempt fails, the carrier will usually try again or hold the parcel at a local depot, collection point or post office.

If the parcel is returned to us as undeliverable, for example, because the address was incorrect, customs charges were unpaid, or the parcel was not collected, we will refund the product price, less any delivery charge and any return costs charged to us, unless required otherwise by law.

Please check your delivery address, contact details and local import requirements carefully before placing your order.

3) Ownership & Risk

Ownership of the products passes to you when we receive full payment.

Risk of loss or damage passes on delivery to your address, or in accordance with any safe-place, neighbour or collection-point instruction you give.

Please see our T&Cs for full details.

4) Returns, At a Glance

For eligible products, we offer a return period of 14 days from the day after delivery.

For customers in the United Kingdom and European Union, this reflects your statutory cooling-off rights for most online purchases.

For customers in the United States and Canada, we offer the same 14-day period as a voluntary Terréa returns policy for eligible items, unless local law provides you with additional rights.

You must tell us within 14 days of receiving your order if you wish to return eligible items.

After notifying us, you have another 14 days to send the goods back.

Unless we state otherwise, you pay return postage for change-of-mind returns.

For UK and EU customers exercising statutory cancellation rights, we refund the product price and the standard outbound delivery cost, if paid, within 14 days of receiving the goods back or receiving proof of return, whichever is earlier.

For US and Canadian customers, we refund the product price for eligible change-of-mind returns. Original delivery charges are not refunded unless required by law or unless the item is faulty, damaged or incorrect.

If you chose a premium delivery method, we refund only the cost of the least expensive standard delivery option where required by law.

Please handle items only as you would in a shop. We may deduct for diminished value caused by unnecessary handling.

Hygiene-sealed goods not suitable for return, including sealed cleaning liquids, sprays and fragrance-based products, are non-returnable once unsealed, unless faulty.

Your statutory rights for faulty, damaged or misdescribed goods remain unaffected.

Returns cannot be made in store. If you purchased through a third-party retailer, please follow that retailer’s returns policy.

5) How to Return

Step 1 — Tell us
Email care@terrea.care with your order number, the items you wish to return and the reason for return, if you would like to provide one.

We’ll reply with return instructions and, where applicable, a return label.

Step 2 — Pack
Place the items in their original packaging, unused, unopened where required, and with any accessories, leaflets and promotional gifts.

Please use a sturdy outer box or mailer to prevent damage in transit.

Step 3 — Send

For change-of-mind returns, please use a tracked method of your choice. Return postage is at your expense unless we state otherwise or unless applicable law requires otherwise.

For faulty, damaged or incorrect items, we will provide a prepaid return method or, where appropriate, resolve the issue without requiring a return.

Please keep proof of postage. We are responsible for your return parcel only once it has been received at our return address.

Step 4 — Confirmation & refund
We’ll inspect the return and process your refund in line with this policy.

If we believe an item shows unreasonable use, has been opened where hygiene restrictions apply, or is not in saleable condition, we may reduce or refuse the refund where permitted by law. We will always notify you if this applies.

Exchanges
We do not currently offer direct exchanges. Please place a new order and return any unwanted eligible item for a refund.

Return address
The return address will be provided in our email instructions. It may vary depending on your location, product type or warehouse.

6) What You Can’t Return, Unless Faulty

You cannot return:

Goods that are customised or personalised.

Goods that are sealed for health or hygiene reasons, including sealed liquids, sprays and fragrance-based products, if they have been unsealed after delivery.

Goods that have been used, are incomplete or are not in saleable condition, unless they are faulty.

Any free promotional gift not returned with the associated order items.

Items returned using an unapproved carrier where transport restrictions apply.

7) Faulty, Damaged or Wrong Item

If your item is faulty, damaged in transit, incomplete or incorrect, please contact us as soon as possible at care@terrea.care

Please include your order number, a brief description of the issue and photos of the item, packaging and parcel where possible.

We’ll provide a prepaid return method or, where appropriate, resolve the issue without requiring a return.

For UK customers, your remedies follow the Consumer Rights Act 2015.

For EU customers, your statutory consumer rights, including applicable legal guarantee rights, remain unaffected.

For US and Canadian customers, your rights under applicable federal, state, provincial or territorial consumer protection laws remain unaffected.

8) Bundles, Promotions & Gifts

If you return only part of a bundle, set or buy-more-save-more offer, your refund may be adjusted pro-rata to reflect any promotion terms that no longer apply.

Any promotional gifts received with a purchase must be returned if the qualifying items are returned. Otherwise, the value of the gift may be deducted from your refund.

Discount codes are applied pro-rata across items in the order. Refunds reflect the adjusted price of returned items.

If you used Terréa Wallet, the Wallet portion is restored to your account, subject to its original expiry date, and any cash portion is refunded to your original payment method. Please see Terréa Circle & Wallet Terms for details.

9) Subscriptions

Returns and cancellations for subscription deliveries follow this policy and our Subscription Terms.

Reminder emails about upcoming renewals are service messages, not marketing.

You can pause, skip or cancel your subscription in Account → Subscriptions, or by emailing care@terrea.care.

10) Hazardous & Restricted Items, Returns

Some items, including certain home fragrance mists, sprays or cleaning liquids, may be classed as restricted or hazardous for transport.

Please do not send such items back using unapproved postal or courier services.

We will advise the appropriate carrier, service and labelling instructions where needed.

If in doubt, contact care@terrea.care before returning your item.

11) Multiple Parcels & Part-Shipments

Your order may ship in multiple parcels.

You’ll receive tracking for each parcel. We’ll charge you once per order for delivery, as shown at checkout, even if items are part-shipped.

12) Refund Timing & Method

We aim to complete refunds within 14 days of receiving the goods back, or receiving acceptable proof of return, whichever is earlier.

Refunds are made to your original payment method.

Depending on your bank, card issuer or payment provider, it may take a few additional working days for the refund to appear on your statement.

Currency conversion differences, bank fees or card issuer charges are outside Terréa’s control and are not refunded by us.

13) Preventing Abuse

To protect our customers and keep our service fair, we may monitor returns for unusual activity, including repeated high return rates, used products returned as new, or suspected misuse of promotions.

Where we reasonably suspect abuse, we may limit returns, refuse future orders or deactivate accounts in line with our T&Cs.

This does not affect your statutory rights.

14) Need Help?

Questions about delivery or returns? Email us at care@terrea.care

If we cannot resolve your complaint, we will provide information about relevant dispute resolution or consumer protection options where required by applicable law.