Frequently asked questions about Returns
Extended Christmas Returns Policy
With effect from 4thNovember our extended returns policy will start allowing customers to return their purchases up to and including 8thJanuary (or the standard returns window whichever is greater).
Do you accept returns that have been worn?
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 going to the TOG24 Returns Portal
Please follow the on-screen instructions to produce a returns label (or QR code if you don't have a printer).
- You will need your order number from your confirmation email, or despatch note (where it's shown as the Supplier Order Number). Enter the number without any #'s.
- 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.
Alternatively, you can have your return collected from home by Royal Mail - just select that option within the returns portal. For this option (which is £3.95) please note that you will need a printer to produce the returns label which will need affixing to your returns parcel.
If you have purchased goods from us via marketplaces such as Amazon (and NOT via tog24.com), please follow the instructions on the packing note included with your order for goods NOT ordered from tog24.com. Don't go to the above returns portal as your details will not be recognised.
How do I return my order without a printer?
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;
Just follow the on-screen instructions once you have clicked on the above link to produce your FREE returns label/ QR code if you don't have a printer.
How long do I have to send my order back?
You can return any unwanted online items within 30 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.
How long will it take to process my return?
Please allow up to 7 working days for your return to be processed from the day that we receive it back. When we have processed your refund, you will receive an email confirmation.
- Once we have processed a refund it can take up to 7 working days for monies refunded to go back into your bank account.
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). Please follow the instructions on the reverse of your invoice - remember to take the invoice to store with you when you take in your return.