Frequently asked questions about Returns
Do you accept returns which have been worn or damaged?
Any goods returned to us (except for faulty goods) MUST be returned unworn with all swing tickets and labels attached.
Clearly worn items, dirty/damaged items or items returned without labels/swing tickets attached will not be refunded and will be returned to you at your cost (except in the case of faulty goods).
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 clicking here.
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, 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.
How do i return my order?
The returns form is on the back of your order invoice. You can print a new form and fill in the details by clicking below:
PDF Returns Form
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 3-5 working days.
COVID - 19 UPDATE; FOR THE PROTECTION OF OUR STAFF WE ARE QUARANTINING RETURNS FOR A MINIMUM OF 3 DAYS AFTER WE GET THEM BACK. THIS MAY DELAY YOUR RETURN BEING PROCESSED - IN THESE EXCEPTIONAL CIRCUMSTANCES PLEASE ALLOW UP TO 10 WORKING DAYS FOR YOUR REFUND TO BE PROCESSED.
How do I return my order outside of the UK?
If you are returning from a destination outside the UK, please follow the following link to create a returns label. Please note that you may be responsible for certain postage costs.
If you would like to return faulty goods please email customerservice@TOG24.com with your name, order number and details of the faulty item(s) you would like to return.
How do I return my Amazon order from outside the UK?
If you would like to return any goods to us, which were purchased via the Amazon Online store, please email customerservice@TOG24.com with your name, order number and details of the item(s) you would like to return.
What are the time limits for returns? EXTENDED TIME LIMIT DUE TO COVID 19
You can return any unwanted online items within 60 days after you receive the goods. All items that are returned must be in an unworn condition, with all tags attached and in their original packaging.
What are the time limits for returns?
UPDATED DUE TO COVID 19. PLEASE ALLOW UP TO 10 WORKING DAYS FOR US TO PROCESS YOUR RETURN RATHER THAN OUR USUAL 7 WORKING DAYS.
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.
- Once we have processed an exchange we send them back out on a 48 hour royal mail service.
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 return your order to any TOG24 store (but NOT to any concession - for example within a Debenhams store). Please follow the instructions on the reverse of your invoice - remembering to take the invoice to store with you when you take in your return.