Delivery & Returns

Returns And Exchanges | Hassle-Free Shopping | TOG24

Returns Policy

Changed your mind? No worries – at TOG24 you have 30 days to make a return from the date of purchase 

Please make sure:

  • Items are unworn and have the original tags still attached
  • Footwear is returned in its original box
  • Swimwear is unworn, with the hygiene strip in place

Please also note that:

  • Personalised or embroidered items cannot be returned

Once we receive your return, we will email you to let you know. Your refund will be processed within 7 working days and will be returned to your original payment method. We will provide you with confirmation of your refund via email.

To help us process your return quickly, please return one order per parcel. If you send back items from multiple orders in one parcel, it may cause delays, and you will still be charged per order.

 

How to Return Your Order

Returning your order is now easier than ever. Please find the website you purchased from below - then follow the relevant link. Once you are within the portal, please select the item/s you would like to return along with the return reason. You will then be able to select your return method. Please choose this carefully as once a return service is selected, the action cannot be reversed.

Charges may apply to your return, (details below), and will be deducted from your refund. Failure to use the correct return portal could also incur additional charges.

If you choose to use another courier, (not listed), for your return you will incur additional charges which TOG24 will be unable to reimburse you for.

TOG24 is paperless! Our orders will be dispatched without a packing note; no printed documentation is required to start processing your return.

 

 

TOG24 - https://tog24.mp-returns.com/

Return methods:

TOG24 standalone store (exc stockist) - Free
EVRI QR Code - £3.95
EVRI Printable Label - £3.95. 
EVRI Collection (printer required) - £3.95

 

Amazon, Debenhams, Decathlon, Freemans, Romans Original, SecretSales & Zalando - TOG24 Return Returns Portal - Start your returns process

EVRI QR Code - £3.95
EVRI Printable Label - £3.95. 
EVRI Collection (printer required) - £3.95

International Order - https://web.global-e.com/Returns/Portal/gsBw8 - return charges will vary

Please note – if express delivery was selected at checkout then this will not be refunded when the order is returned.

 

How Can I Exchange My Order?

As our returns portal is automated we are unable to offer an exchange when the goods are returned to our warehouse. Please return the items as normal for a refund and place another order.

You can also take your item/s and paperwork to your local TOG24 standalone store within 30 days of purchase, and they will refund your online order and then a new purchase can be made with them.

Please find your local store at https://www.tog24.com/apps/store-locator and you can also ask them about their available stock.

We cannot accept online returns at any TOG24 stockists. Sites which cannot accept online returns are described as concessions/stockists within the store locator.

If you do not have a TOG24 store nearby a new order will need to be placed again online. Unfortunately, we cannot honour discount codes that we used on the first order or offer free delivery.

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My Item has Arrived Damaged, What Do I Do?

We are sorry to hear your order has arrived damaged. Please may we ask that you contact our Customer Care Team with images of the damage along with your order number. This will help us to resolve the issue in a timely manner. Not reporting the item correctly and returning it through our Returns Portal will incur a £3.95 charge.

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Can I Return my Store Purchase Online?

We cannot accept store purchases back via our online portals. The garment will need to go back to any standalone TOG24 store within 30 days with your proof of purchase. Please find your local store: https://www.tog24.com/apps/store-locator

If you purchased from a TOG24 stockists such as Boundary Mill, Edinburgh Woollen Mill etc then this will need to be returned to them directly.

 

Delivery Page

Delivery Options

  • Standard Royal Mail Delivery – 3 to 5 working days - £3.95. FREE on orders £60 and over.
  • Express Royal Mail Delivery – 1 to 2 working days (Order before 4pm Monday to Friday) - £6.95
  • Express Royal Mail Delivery (after 4pm) -up to 3 working days - £5.95
  • Free Click & Collect – on selected TOG24 items
  • International Delivery – will vary depending on location (customs and fees will be added at check out)

Please note that delivery times will be longer than the above for specific postcodes due to Royal Mail's updated delivery aims. Add an additional 1-2 working days to the lead times above for the following postcode areas only:

AB36–38, AB54–56, FK18–21, KA27–28, KW1–17, 
PA20–38, PA41–80, PH19–44, PH49–50, TR21–25, BT, 
GY, HS, IV, IM, JE, ZE

If you are unable to select our express shipping at the time of purchase this could be due to the item/s coming from a different retailer or one of our stores. If you are unsure then please contact our Customer Service Team.

As we stock items from different retailers your order can be split into multiple parcels so be on the lookout for tracking numbers and information via email.

Please note that different delivery lead times to those outlined above apply for teamwear orders only (i.e. personalised orders for schools, sports teams etc). For these orders only, the lead time is up to 14 working days - this  delivery lead time info is included on the product pages of all teamwear. 

International Delivery

We are now able to ship our products globally - your location will be detected and the price and customs fee will be changed at checkout accordingly.

Some items are unavailable for international shipping – Grisport footwear, Sketches footwear etc. For further information please contact our Customer Service Team.

Click & Collect

We now offer a click and collect service in all our standalone TOG24 stores. This is only available for the stock within the store so will not be applicable for every item. If you would like us to check the stock in your local store you can contact them directly by finding their phone number and email at https://www.tog24.com/apps/store-locator or reach out to our Customer Service Team.

 Tracking Your Order

When your order has been despatched, you will be provided with your tracking number via email. This tracking number will allow you to see updates on your order and will also allow you to amend your delivery option. For instance, if you are going to be out on the day of delivery you can select to:

  • Leave your parcel with a neighbour
  • Leave in a safe place
  • Collect from your local depot or Post Office
  • Change your delivery date

 

My Order Says It Has Been Delivered but I’ve Not Received It

We are sorry to hear your tracking states 'Delivered' but you have not received your parcel. Please may we ask that you check with your neighbours, in any safe places, see if anyone else within your household has accepted the order on your behalf or refer back to the couriers tracking link to see if you can recognise the delivery images and GPS location map.

If you are still unable to locate your parcel, please may we ask that you contact our Customer Service Team, confirming your full delivery address then they will raise an investigation with the relevant courier.

Please note investigations can take up to 72hrs to be carried out. In most instances the couriers are able to locate the parcel and redeliver within this time frame.