COVID-19 Updates

CORONAVIRUS FAQ'S

Face coverings

From 24 July, the government is making it mandatory for customers in England to wear face coverings in shops, as is already the case in Scotland, (with the exception of young children or people with certain health conditions). Where it is mandatory we would ask all customers to follow this unless they have a health condition that exempts them.

Where government guidance is that colleagues should wear face coverings (for example in Scotland), they will be. As with customers, the government has made exceptions for some colleagues.

At the moment, there is no government requirement to face coverings in shops in Wales and Northern Ireland, but customers are of course welcome to do so if they would like to.

 

Store Opening update

In line with the government guidelines, we hope to be opening some of our stores from Monday 15th June. To find if your local store is open please go to the 'Find a Store' section at the bottom of our website.

As much as we love catching up with you we also appreciate you may want to make your bricks and mortar shopping trip as quick and easy as possible. Don’t worry, we won't be offended - simply browse online, make a note of what you would like and reserve in store for collection by calling or emailing us at your local store. We’ll check it’s available in-store and happily get your order ready for collection; you'll just need to pay in person - and be in and out in a flash!

For those of you who want to spend some time with us then we'd love to see you, we will have all the usual social distancing measures in place to make your visit the best it can be. 

Until then we wish you all the best and look forward to serving you soon.

We have addressed some questions you’ve had In this FAQ. If there is anything you need to know above and beyond this please do not hesitate to get in touch at customerservice@TOG24.com or call direct to your local store. For their information please go to our Store Locator, found at the footer of our website. 

 

FAQ:

What are the opening hours? 

Please check our Store Finder at the footer of this site. 

Will I be able to try on clothes and shoes? 

Fitting rooms will be closed but you can try on shoes and slip on items on the shop floor but we encourage you try on at home and return the items if they are not right as we have a generous 60 day returns policy

What measures have you put in place to abide by government Covid-19 social distancing and health and safety guidelines?

Key points: limited numbers allowed in store, hand sanitizer on entry, on-going cleaning protocols, returned stock will be quarantined for 72 hours 

Why haven't you opened all the stores/my store?

This will be a slow phased approach so that we can ensure we are doing the right things as we progress, there will undoubtedly be key learnings as we start to open stores and we want to be able to get it right, this isn't a race and the safety and of employees and customers is paramount.

When do you plan to open x store? 

There are many factors we will be considering in our phased re-opening plan, but we will ensure our store opening page is kept up to date or alternatively contact customer services who should be able to help. 

Can I bring my child into the store with me? 

The store will have a maximum capacity of people allowed in at any one time, so any people shopping, whether alone or as a family, will count towards this number. If there are queues of people waiting and there are family's shopping where an adult could wait outside with the children then we may ask you to do this just to help us with the queue management.

Do I need to wear a mask to come into the store?

From 24 July, the government is making it mandatory for customers in England to wear face coverings in shops, as is already the case in Scotland, (with the exception of young children or people with certain health conditions). Where it is mandatory we would ask all customers to follow this unless they have a health condition that exempts them.

If I buy something online, can I return it and get a refund from the store? 

You can return it in store (excludes concessions) and we can arrange for the refund to be processed via our head office for you, we do not process the refund in store for online returns I'm afraid

How will refunds work for something I buy in the store? 

If you purchase in store then you have 60 days to return your item back to a TOG24 store (excludes concessions)

How many people are allowed in the stores at once and how will you manage the flow of people? 

We will be using the suggested calculation of around 1 person per 10 Sq Metres, there will be signs at the door explaining the capacity and we will have a member of staff near the front for the majority of the time to manage this. There will be marked areas outside the stores informing you where to wait if the store is full

What safety measures have you put in for your staff? 

We will follow the guidelines set out by the government to ensure that our employees remain safe at all times 

Will I be able to pay in cash or is it card only? 

For the time being we will be operating a cashless system, so card or contactless only

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TOG24.COM
Our website is open 24/7 and is operating as normal . Our carriers, including Royal Mail, are still operating a very good service overall for the vast majority of orders. However in a small number of instances despite their best efforts, deliveries may take a bit longer than normal. We thank you in advance for your understanding and take this opportunity to thank everyone’s hard work and courage in such difficult conditions.

COVID-19 Policy Changes & Measures

We're offering FREE standard UK delivery on all orders - plus free returns and exchanges.

We've also increased our returns policy to 60 days as we understand it might be difficult to get out to a post office or post-box currently.

Plus, if you are over this 60 day period when our stores re-open we will be operating a 2 week grace period for you to return goods (subject to the other provisions of our normal returns policy).

Our colleagues are all working incredibly hard and we’re so grateful for their commitment and efforts. Our warehouse and Head Office team are following government guidelines re social distancing, we have implemented staggered breaks to ensure our team can stay well apart, and we have, (amongst other measures), put in place enhanced cleaning and hygiene regimes.

Our returns department are quarantining parcels for 3 days from when we receive them for added peace of mind for our staff. Again this may mean we process your returns a bit slower than usual - but we are still faster than many other retailers as this is still only taking up to 10 working days from when we get your return.

We are monitoring government advice and will, of course, be following any other measures which are required or advised.

To end, we’re right grateful to you, our customers, for continuing to support us. It’s not been easy for anyone and we’re lucky to have folk and customers who pull together and supports one other in any situation.

Thank you for your support