RETURNS & EXCHANGES
TOFE takes great pride in being able to create the most exclusive statement pieces for you, whilst maintaining quality and sustainability. As all of our clothing is handcrafted in-house and made to order, we do not store any inventory. This eliminates deadstock and reduces waste.
All orders are considered final and non-refundable, except in cases where a minimum notice of 6 hours is provided. Each garment is individually tailored, custom-made, and personalised to your specified style and size. Fabrics are cut, and orders are initiated upon request.
In accordance with The Consumer Protection (Distance Selling) Regulations 2000, there are exceptions to the right to cancel:
13.—(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts—
(c) for the supply of goods made to the consumer’s specifications OR clearly personalised OR which by reason of their nature cannot be returned OR are liable to deteriorate or expire rapidly;
If the fit isn't right for you:
We understand that not all items will fit every individual as expected and we will accept returns or exchanges.
Returns or exchanges can be made within 7 days of item(s) receipt. Please contact our team via email to request an exchange and await further instructions; there is no need to place a new order, as this will be treated as a separate transaction. All approved returns will be issued via store credit once the return is received. The amount issued will exclude all shipping costs, including custom duties, charges and/or taxes.
Conditions for Returns/Exchanges:
- Items must be returned in their original condition and packaging with all tags attached.
- The hygiene and security ribbon must remain unaltered.
- The items must be unworn and free of odors.
- They should be free of damages, alterations, stains, or marks.
- The items should not be part of a final sale, sample sale, or outlet item.
Our returns department retains the right to reject a return if these conditions are not met. In such cases, the item will be returned to the address indicated in the order confirmation email. We do not permit more than one exchange. If your order was purchased using store credit from a previous return, it is not eligible for return.
Before sending an item back to us, please request authorisation via email from firstname.lastname@example.org within 7 days of receiving your order. Items returned after this will be returned back to sender. Include your order number and the reason for the return to expedite the exchange process. Unauthorised returns sent to us will be refused.
We perform a comprehensive three-stage quality check on all orders before dispatch. In the event that your order does not arrive in the condition we sent it out, please promptly contact us via email with images of the issues raised. We request that all orders be thoroughly inspected within 24 hours of receiving the goods. We will not assume liability for damages reported beyond this point.
Multiple exchanges are not permitted.
If your original choice of item is not in stock we will issue you a Store Credit to be used on future purchases.
Please carefully follow the care instructions on the label to ensure that you prolong the life of your item as we do not offer a warranty for our pieces.
Please be aware that we do not offer refunds for purchases. Instead, we provide store credit or exchanges upon receiving the return. Orders made using store credit from a previous return are not eligible for return. The store credit amount excludes all shipping costs, including customs duties, charges, and taxes. Store credit notes will be sent to the email provided during the order placement and are valid for one year from the return receipt. They cannot be combined with promotional offers.
To request a full refund, you must cancel your order within 6 hours of placing it, before it enters production. Once the order is in production or has been delivered, our exchange policy applies.
The responsibility for arranging returns lies with the customer, and currently, TOFE is unable to cover the expenses associated with return shipping, however we will cover the cost of sending back your replacement.
Please ensure that you receive proof of postage, insured and tracked delivery options to be sure that the item will be returned to us safely. We recommend services such as Royal Mail Tracked 24/48, DHL, DPD, UPS or FedEx.
To ensure the package has been successfully delivered to our studio, please keep a record of the return tracking number for reference. TOFECOL is not liable for items that have been unsuccessfully delivered back to the studio.
Please be aware that TOFE cannot assume responsibility for delays resulting from customs clearance during the return process, as this is beyond our control. Import duties and taxes are the responsibility of the customer. If you do not adhere to customs regulations, leading to the return of the parcel, TOFE cannot be held accountable for the return.
If you believe an item you've purchased from us is faulty or incorrect, contact us at email@example.com with images of the fault.