By Terry UK Support Center

If your goods bought at byterry.com are received as faulty or damaged, please contact By Terry at help@byterry.com. Customer Service team will assess the product and be in touch to arrange either a replacement or a refund if applicable. By Terry can only issue returns for faulty or damaged goods purchased from byterry.com. All other BY TERRY products must be returned to the place of purchase

If you would like your order to be cancelled, please contact By Terry at help@byterry.com as soon as you realised you would like to cancel your order. By Terry can only cancel your order if it hasn’t been dispatched. If your order has already been dispatched, By Terry won’t be able to cancel your order and you will have to follow the return process.

By Terry does not offer exchange to unwanted products, bought on byterry.com. To exchange other BY TERRY products bought from other retailers, please speak to the retailer from where you purchased your item. If you have placed an incorrect order, please return your unwanted goods and place a new order.

As your palette is made specifically for you, no changes or cancellations can be made once you have placed your order, and By Terry will only accept returns under your legal rights, such as if there is a quality issue or the product(s) arrive(s) damaged. This is in accordance with your consumer rights. By pressing ‘Add to bag’ you are agreeing to our Terms of Sale and Return policy.

Due to international shipping restrictions, Fragrances can only be shipped within France.

After your order has been placed, you will receive an order confirmation email from the BY TERRY Customer Service team. By Terry dispatches most of our orders the next working day; however, during busy times, it may take up to 3 days.

Within 3 days from placing your order you will receive an email called Your Order has been shipped!, which provides a link and a carrier tracking number, so that you can track your order.

Depending on the country and service you have chosen, By Terry uses different carriers to deliver your order.

• If you have chosen an Express Delivery, your order will be delivered by DHL Air Express; except for Russia, where By Terry uses Chronopost.
• By Terry uses La Poste, Chronopost, DHL Road and Spring Post for Standard Delivery. However, some orders are handed to your local postal services for the final delivery.