Refund policy

Can I make a return?

We want you to be super happy with your order! If something seems amiss, we accept returns of unused and unopened merchandise within 90 days of delivery.

Please watch this video for step-by-step instructions on how to initiate a return, or follow the steps below.
  1. Log in to your Tiny and Snail account (click on the person icon in the upper-right menu).
    1. In the email field, enter your email address, and then click 'Continue'.
    2. In your email account, open the email sent from our store and copy the 6-digit verification code included in the email.
    3. Return to the Tiny and Snail account page from the previous step and enter the 6-digit verification code.
  2. Click the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.
  3. Select a return reason and add a note for the store.
  4. Click 'Request Return'. If your return request is approved, you will receive an email with shipping instructions and a return shipping label.
  5. Carefully box your items, print the shipping label, tape it to the box, and drop it off at your post office or arrange for pickup.
Once we receive the returned item(s), we will credit the charges to your original payment method, excluding shipping costs, which are non-refundable.

Used and/or opened merchandise is non-returnable. Personalized and/or customized goods are not eligible for return unless the product arrives defective. Gift cards are also non-returnable.

We want you to love your purchase. Please email us at hello@tinyandsnail.com with any questions or concerns, and we’ll be happy to help. 😊

If I return something, when will I see the refund in my account? 

We process refunds for the cost of your order, minus shipping costs, within 1-3 days of receiving your returned merchandise.

Please note that refunds can take up to 10 business days to appear in your account, depending on the payment provider. If you haven’t received a refund yet, first check your bank account again. If it still hasn’t appeared, please contact your credit card company, as it may take some time for your refund to be officially posted.

If you’ve done all of this and still haven't received your refund, please contact us at hello@tinyandsnail.com.