Review Policy

Customer Reviews Policy

We want our reviews to give you an honest picture of our products and service. Every review on tog24.com comes from a real customer, and we publish good and bad reviews alike. This policy explains how we do that, in line with the Digital Markets, Competition and Consumers Act 2024 and the Competition and Markets Authority's guidance on fake reviews.

How we collect reviews

We invite every customer to leave a review after their purchase, online or in store, however their order went. Reviews are collected and hosted for us by Yotpo and Shop. Reviews marked Verified Buyer are linked to a TOG24 order.

What we publish

We publish every genuine review, whatever its star rating, including reviews about delivery, returns and customer service. We never hide or remove a review because it is negative or because we disagree with it. Where we think a review is mistaken, we reply publicly instead.

We only remove reviews that:

- are fake or not based on a genuine experience
- contain offensive or abusive language
- include personal information such as names, addresses or phone numbers
- are spam, advertising, or not about TOG24

Star ratings and review counts include every published review for that product.

Incentivised reviews

If we have offered something in return for a review, such as loyalty points, the review is clearly labelled as incentivised. The offer never depends on what the review says or the rating given.

TOG24 staff and anyone connected to us must declare that connection if they leave a review.

Reviews and complaints

Reviews are for sharing your experience with other shoppers. If you need us to put something right, please also contact our Customer Care team at customerservice@tog24.com . Resolving a complaint is never conditional on changing or removing a review.

Report a review

If you think a review is fake or breaks this policy, email customerservice@tog24.com and we will look into it.