General FAQ's
Can I use my gift vouchers online?
No, our gift vouchers are only redeemable in store.
I can't find an item I saw in store, is it out of stock?
If you’ve spotted something you love in-store or on our social media but can’t find it online, don’t hesitate to send us a message! Some of our products are in short supply or may require special handling. Contact us, and we’ll let you know if it’s available!
What are your opening hours?
Monday to Thursday from 10am until 5pm.
Friday to Saturday from 10am until 5pm
Sunday from 11am until 4.30pm
(excluding Bank Holidays).
Do you ship worldwide?
At the moment we only ship within the UK, however international shipping is something we are working towards being available in the near future!
Why are products on the website out of stock?
Many of our products are unique items that are not usually found on the high-street. Because of this, there are often low quantities available but we will always try to re-stock where possible.
Can I apply a stockist for your stores?
While we’re not actively seeking new stockists at the moment, we’re always open to discovering new and exciting products. If you think your brand would be a great fit, feel free to reach out, we’d love to hear from you!
Do you price match?
No, we do not offer a price match on any item or service.
How do I contact your customer services team?
You can easily contact us via the
messaging feature on our website.
Alternatively you can reach our customer service team:
By email: info@tillius.co.uk
Is parking available at any of your shops?
Both our Winchester and Bath shops are located on the high street. While we do not have dedicated or affiliated parking, there are several public parking options available nearby in each location.
Do you offer a ‘to room’ delivery?
All of our couriers will deliver to your door but are sadly unable to deliver to your desired room. If you have ordered a large item please ensure you arrange someone to help you.
Order FAQ's
Can I pre-order a product?
We have a selection of products that are available for pre-order which are displayed with a ‘Pre-Order’ icon.
If you have purchased a Pre-Order product and it becomes delayed in reaching us we will contact you to let you know and offer you the opportunity to cancel your order.
Can I add or remove products from my order after I have placed it?
This is only possible if your order hasn't been dispatched. If you would like to add products to your order, please use the messaging feature on our website to reach customer service team.
(Please note that the postage fee may increase depending on your amendment)
Can I cancel my order?
Orders cannot be cancelled once this has been dispatched.
For any order cancellations please use the messaging feature on our website to reach customer service team for assistance.
My order has been marked as delivered but I haven’t received it
We use Tracked services, so if you haven’t received your order despite it being marked as delivered, then please check the tracking information as to where it was delivered. Sometimes in the event the courier cannot deliver to your address, they will deliver to a neighbor, or place parcels in a safe place. If this is not the case then please contact us via email.
Why have I only received part of my order?
Some of our items are made to order especially for you so they may arrive with you at different times to those items held in our warehouse. If you order has been sent in multiple boxes this can also be separated by the courier. If you have any questions about the tracking on your delivery, please don't hesitate to contact our customer service team.
My order has been damaged in transit
If your item arrives defective or damaged, please contact us within 7 days of receiving your order with photos of the damage. We will arrange for a replacement or refund at no additional cost to you.
How do I return an item?
If you would like to return an item please check our returns policy here Our Returns and Refunds Policy – TILLIUS
This will help you determine if you are eligible for a return, and how to go about processing this.
If you have any further questions you can use the messaging feature on our website to reach our customer service team, or email us at info@tillius.co.uk
How do I know if I am eligible for a refund?
Please check our returns policy here Our Returns and Refunds Policy – TILLIUS
This will help you determine if you are eligible for a refund, and how to go about processing this.
If you have any further questions you can use the messaging feature on our website to reach our customer service team, or email us at info@tillius.co.uk
Can I exchange an item for something else?
We do not offer direct exchanges. If you need a different size, color, or item, please return the original item for a refund and place a new order.
Entomology / Taxidermy FAQ's
Are your insects real?
Yes, all of our entomology pieces contain real insects. Each specimen is carefully preserved and mounted by hand.
Are your specimens ethically sourced?
Yes. All of our entomology and taxidermy specimens are ethically and legally sourced.
Do you create custom entomology pieces?
We’re happy to discuss custom requests for our entomology frames and domes, including specific species, framing styles, or arrangements. Availability depends on seasonal supply and legal regulations.
How should I care for my insect specimen?
Keep your piece out of direct sunlight, away from humidity, and in a stable room temperature environment. Avoid hanging near radiators, fireplaces, or bathrooms to preserve colour and condition.
Will the colours of my insect fade over time?
All natural specimens will age gradually. However, with proper care and by avoiding direct sunlight, fading can be significantly reduced.
How do I clean a butterfly dome?
We recommend carefully removing the glass dome, and wiping the inside of the dome with glass cleaner. Once clean, ensure that the dome is completely dry before placing back over the butterflies.
Can I request a specific insect or butterfly?
You’re welcome to enquire about specific species. Availability varies depending on season, conservation status, and ethical sourcing limitations.
(Please note that this does not apply for our entomology subscriptions)
Are the entomology frames okay in direct sunlight?
For both the frames, and the domes, we recommend avoiding direct sunlight. We also suggest avoiding placing these curiosities in damp or humid environments.
Do you offer taxidermy services?
Unfortunately, this isn’t a service we offer, as we work exclusively with a trusted selection of ethical taxidermy stockists rather than undertaking commission work or private taxidermy services.
How long will my taxidermy piece last?
With proper care, taxidermy can last for many decades. Keeping them in a dry, stable environment is key to longevity.
Do you offer restoration or repair services?
In some cases, we can advise on restoration or minor repairs. Please contact us with photographs and details so we can assess the condition.