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 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.
When will my order arrive?
Once you place your order it will be processed on the next working day (Mon-Fri) unless you select next day delivery prior to 2pm. Your order will then be delivered based on the delivery method selected. We offer the following options:
3-5 working days delivery; £3.95. FREE on orders £50 and over.
2 working days delivery; £5.95
Next working day (order before 2pm); £6.95
A working day is Monday to Friday excluding Bank Holidays and public holidays.
Orders placed after 2pm on Friday afternoon, during the weekend, or during bank holidays will be processed on the next possible working day (for example if you place an order on a Saturday of a Bank Holiday weekend, you order will be processed on the Tuesday).
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. Parcels may require a signature. A card will be left if there is no one at home. A delivery address can be specified if you know you won't be in to sign for your order.
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 we send parcels on a tracked Royal Mail service.
What Countries Do You Deliver To?
We deliver to the UK. 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; www.TOG24.com/ukreturns
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 firstname.lastname@example.org with details of your wish to cancel.
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.
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?
COVID 19 UPDATE. FOR THE PROTECTION OF OUR STAFF WE ARE QUARANTINING ALL RETURNS FOR AT LEAST 3 DAYS AFTER WE RECEIVE THEM. THIS MEANS THAT IT MAY TAKE UP TO 7 WORKING DAYS FOR US TO PROCESS YOUR RETURN.
Please allow up to 10 working days for your return to be processed from the day that we receive it back. 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 - for example within Debenhams stores). Please follow the instructions detailed on the back of your invoice - remembering to take the invoice into store with you.