Delivery & Returns


How do I track my order?

Once your order has been dispatched you will receive an email confirmation containing a tracking number and details of which courier we used to send your item. Click on ‘track my order’ to track your parcel from the email. Or, if you have an account, log in and view your order history. From there you can click on your order to see the history of the order and the tracking number and link. Alternatively, please click here to track your order if you live in the UK.


How much is delivery?

Standard UK & Isle of Man delivery. Up to 5 working days - £3.95. FREE on orders £50 and over.

Express UK Delivery. Up to 3 working days -  £5.95

Up to 2 working days UK delivery (Order before 2pm) -  £6.95

Unfortunately we can currently no longer deliver into Republic of Ireland or the rest of the EU. We are looking at options that will hopefully allow us to resume deliveries soon.

For your information only, some of our customers in Republic of Ireland have used AnPost's AddressPal service to get orders from us and other UK retailers. Details of AddressPal can be found at: AddressPal (anpost.ie)

 


When will my order arrive?

 Your order will be processed so that it arrives within the advertised timeframe of the delivery method which you have selected. You will be sent an email when you order has been shipped.

Please note however that we are also experiencing higher than normal staff absences in our warehouse which may impact our shipping speed - although we are doing our best to mitigate this. Some orders may arrive slightly later than planned - please accept our apologies for this.

A working day is Monday to Friday excluding Bank Holidays and public holidays.

We advise that this is taken into account when choosing your delivery method if you need to receive your delivery rapidly. Note also that Royal Mail do not deliver on public holidays or bank holidays and you should add these days to the normal expected delivery time-frames. 

COVID UPDATE - Royal Mail and other carriers are still delivering a very good service  in the vast majority of cases, but please be aware that despite their best efforts there may be some disruption to deliveries in the current circumstances.  Thank you for your understanding.

Royal Mail have provided their staff with guidance to help prevent the spread of infection and have made adjustments to parcel handling procedures and ways of working.

 


Where Is My Order?

In the unlikely event that the tracking says it’s been delivered but you haven't received the order you will need to contact us at customerservice@TOG24.com, Before you get in touch with us please check with your neighbours who may have signed for or received the order on your behalf.


What Couriers Do You Use?

If you are ordering from the UK or Isle of Man we send parcels on a tracked Royal Mail service.

 


What Countries Do You Deliver To?

We deliver to the UK (including Isle of Man). We hope to resume deliveries to Republic of Ireland, the rest of the EU and globally soon.

 


How do I return my order?

If you live in the UK, you can return goods purchased online at TOG24.com to us for FREE by visiting the following web address; 

Tracked returns | Royal Mail Group Ltd

Please print out a returns label.

  • You will need your order number from your confirmation email, or invoice.
  • Please repack the items in their original packaging or similar, with all labels attached,  sticking the returns label you have printed on the outside of the packaging.
  • Then just drop off your return at your local post office.
  • Please make a note of your tracking number.

Please note that any delivery/postage charges you may have paid will not be refunded if you return the order later than 14 days after you receive the goods, except in the case of faulty/damaged goods. If you only return some (and not all) of the items from your order within this period, delivery charges will not be refunded. If you have opted for next day or express delivery options we will refund the cost of standard delivery only.

Please feel free to try our product on like you would in a store - but goods returned to us MUST be unworn, clean and in their original condition - with all labels attached. We cannot accept returns which have clearly been worn or which are dirty or damaged, or which are missing the swing tickets/labels. For example, goods returned to us with used tissues in pockets, receipts in pockets or face masks in pockets would not be accepted for a refund as they have clearly been worn (and not just tried on for size). In this scenario we can return the goods to you at your cost if you wish - our standard delivery charge of £3.95 will apply.

Can I print a new returns form?

The returns form is on the back of your invoice. You can print a new form and fill in the details by clicking below: PDF Returns Form



What are the time limits for returns?

You can return any unwanted online items within 60 days of the date of your order. All items that are returned must be in an unworn condition, with all tags attached and in their original packaging.

We cannot accept the return of items received more than 60 days after date of purchase unless they are faulty (in accordance with out guarantee policy).

You also have the right to cancel your contract, which begins on the date you place your order and ends 14 calendar days from the day after you receive the product you have ordered. You must return the item to us within 14 calendar days of cancellation. Contact customerservice@tog24.com with details of your wish to cancel. 

CHRISTMAS GIFTS/EXTENDED RETURNS - If you have purchased your order as a Christmas gift you have until Sunday 16th January to return the goods to us for a refund (or 60 days from the time of ordering - whichever is longer).


I don't have a printer?

We are aware that not all of our customers have a printer at home. With this in mind we have an alternative option that will allow you to create a QR code (a bit like a bar code) from an email that you can just present at the post office on your smart phone.

Please, follow all the details as on the back of the invoice to create your label with Royal Mail via the link below.

https://www.royalmail.com/track-my-return/create/652

Once you have filled out the information from the link, Royal Mail will then send you an email with the label to print or below it is a QR code that you that you present at the Post office via your smart phone and they will print for you.

You will need to check on the Royal Mail website the nearest Post Office that will then accept the PrePaid Labels, It will state in the services as: Print Returns Label.

You will be able to track your return with this service. Once we have your return we aim to process the return to you in up to 7 working days.

 


How long will my return take to be processed?

Please allow up to 10 working days for your return to be processed from the day that we receive it back. 

Please note however that we are also experiencing higher than normal staff absences in our warehouse which may impact our returns processing speed - although we are doing our best to mitigate this. Some returns may take slightly longer than 10 working days to be processed - please accept our apologies for this.

When we have processed your refund/exchange, you will receive an email confirmation.

  • Once we have processed a refund it can take up to 10 working days for monies refunded to go back into your bank account.

PLEASE NOTE THAT YOU WILL NOT RECEIVE AN EMAIL WHEN WE RECEIVE YOUR RETURN - YOU WILL RECEIVE AN EMAIL WHEN YOUR REFUND HAS BEEN PROCESSED.

We are looking to upgrade our system to also send an email when we receive your return as well as when your return is processed. 

 


My purchase has become faulty, can you help?

We strive to ensure that all our products are designed and manufactured to the highest of our ability. All of our garments come with a 1 year guarantee policy from the day that you receive the goods.

If your item does become faulty within 1 year please email us at customerservice@TOG24.com providing us with your order number, name, proof of purchase and what the fault is. Please include photos if possible.


Can I return my order to a store?

You can now return your order to any TOG24 store (NOT including any concession). Please follow the instructions detailed on the back of your invoice - remembering to take the invoice into store with you.