Frequently asked questions & helpIf you require assistance in relation to services or product information, please read our frequently asked questions below. However, if you are unable to find the answer to your question please contact Tiltrak Customer Services. Below we have listed many commonly asked questions presented by customers when contacting Tiltrak Customer Services. Please click on the arrow tabs to reveal the answers relating to a particular question. Please note if you urgently require information we recommend calling the Tiltrak Customer Services team on 01925 394 434
If you have not received your MarketPlace order please recommend you contact the Seller directly via the email message system. You should have also received an email delivery despatch confirmation containing the couriers details and the consignment number reference. By visiting the couriers website you should be to view an update with the progress of the delivery with the consignment number reference. If you have not received a satisfactory response after 24 hours from the seller with regards to your delivery please contact Tiltrak Customer Services.
Any items that are damaged must be reported to the seller immediately ideally within the first 24 hours of receiving the delivery. They will then conduct an investigation into the cause of the damage by liaising with the courier. It’s the sellers responsibility to provide a reply within 24 hours after receiving the complaint. If you are unhappy with their decision you can submit an appeal to Tiltrak Customer Services who will independently reinvestigate the matter and provide a non bias judgement.
If you feel the received item does not resemble the product listing description please contact the seller direct to report the dissatisfaction. Please note if you are unhappy with the response please contact Tiltrak Customer Services who will independently reinvestigate the matter and provide a non bias judgement.
Any clothing or unwanted items must be returned directly to the MarketPlace seller. You may need to contact them beforehand to request their delivery address. You will also need to check the sellers item listing returns policy this could be up to 14 days from receipt of the goods in some cases. If the item is faulty or not fit for purpose it maybe deemed reasonably fair for the seller to pay the return delivery fee. All MarketPlace sellers operate with different policies including terms and conditions, please contact them direct to arrange your item return. Please note if the item has been custom made to your requirements and not faulty the seller may not accept returns.
All purchases within the MarketPlace are covered by the 30 day guarantee provided they are not a custom made item that will be exempt unless not fit for purpose or damaged. We hold all payments made to sellers when purchasing items for 30 days to ensure you are protected and happy with the goods received.
If you are unhappy with the goods or service received from a MarketPlace Seller including a private individual or business listing a horse, pony, vehicle or property for sale please contact them direct to report your complaint. If you are unhappy with their decision you can submit an appeal to Tiltrak Customer Services Team who will independently re-investigate the matter and provide a non bias judgement.
This is dependent on the sellers courier service. You can find details on the item listing page underneath the product description. Please also note the service provided is also based on coverage in many remote areas including off shore islands the delivery time will be usually longer due to limited access in the region.
Once your order has been placed and payment received with a confirmation email it is not possible to change or amend your order. You will need to contact the seller immediately to cancel the order and await their response. On receipt of their order cancellation confirmation you can then repurchase the products with the additional items/revised quantities. Please note with custom made product orders it may not be possible to cancel the order if customisation has already begun.
Once your order has been despatched by the MarketPlace Seller you should receive a confirmation email containing the details of the designated courier along with a tracking reference number for the consignment. If you have not received the email confirmation message please contact the seller direct for an update.
If you require a refund for an item you must return the goods directly to the MarketPlace seller within the agreed period. Please view their returns policy shown underneath their product listing description. If the product has been custom made to your specification it may not be possible to receive a refund. Even if the purchase was over 30 days you are still entitled to refund if the product is damaged deemed faulty or not fit for purpose. When a refund request is disputed by the MarketPlace seller you have the right to an appeal by contacting Tiltrak Customer Services who will independently reinvestigate the matter and provide a non bias judgement. You may also find this information useful shown on the Government website ‘Accepting returns and giving refunds: the law’