FAQs
ORDERS
How long does it take to process my order?
As all of our pieces are hand-crafted, production could take between 5 to 14 working days on items. Please note this does not include weekends or bank holidays. Please read product description for specific items.
Orders placed during sale periods or new launch periods could cause a delay.
Once production of your order is complete and ready for dispatch, you will receive a confirmation email along with your tracking details.
Can you produce my order in time for a specific date?
We want everyone to be able to feel empowered by a TOFE garment on their special occasion, which is why we will do our utmost to ensure you receive your order by a specific date. Please contact us before placing your order to discuss your options further. Please be aware that express orders do incur a £30 fee
What is your sizing like?
Our size chart is to be used as a guide only. Depending on fabric and design, it can affect how a garment fits. Before purchasing please read our 'Product Description' on the piece and if there are any further queries, don't hesitate to email us at: customerservice@tofecol.com
Can I amend or cancel my order?
Cancellation requests are required within 6 hours of placing an order.We are happy to take amendments such as adding to your order at any time. For both queries, please contact customerservice@tofecol.com with your order number and request.
Sales and Discounts?
Please note that discounts and promotional offers are applicable only at the time of purchase and cannot be retroactively applied to orders already placed. We appreciate your understanding and encourage you to take advantage of ongoing promotions during your next purchase. For any inquiries, feel free to contact our customer service.
SHIPPING
Am I responsible for paying import taxes and duty?
You may be charged import duties and taxes by your local customs authority when your parcel is received in your country. Duty rates vary depending on the value of each item, and vary from each country, so we are unable to determine exactly what duties may be charged. For more information on what duties and taxes may be payable by you prior to the delivery of your parcel, we strongly recommend checking your local customs website or contacting them directly prior to placing your order. Please note TOFE cannot take responsibility for delays due to customs clearance. Unfortunately, this is beyond our control.
Do you ship worldwide?
Yes, we do!
All orders are shipped via DHL and will be received within approximately 2-3 working days upon completion of production.
Orders with multiple items including a pre-order variant will not be partially fulfilled, and will ship at the time the pre-order is ready to be fulfilled. Pre-ordered items will be sent using normal shipping rates.
COVID-19 UPDATE: Due to the ongoing concerns, there may be a delay with shipping.
If you have not received your package a week after shipment confirmation, please do not hesitate to contact us.
E-mail: customerservice@tofecol.com
REFUNDS & EXCHANGES
As TOFE’s pieces are produced on a made to order basis, we do not offer returns or refunds.
Please do feel free to contact us to advise on colours, sizing and fabrics and we will be more than happy to assist you to ensure absolute satisfaction.
How do I exchange an item?
If the fit or style isn’t quite right for you, we are more than happy to offer an exchange. Exchanges are made on the basis that the product is returned in its perfect, original condition with all tags still attached. They must be unworn, without odour and must not be damaged or marked in any way. Our returns department has the right to refuse a return if a returned item does not meet these conditions. In this instance, the item will be returned to the address on the original order. We will not allow exchanges more than once.
Before shipping an item back to us, please request a return authorisation request from our returns department within 7 days of receiving your order. You can do this by emailing customerservice@tofecol.com specifying the following:
- The original email/name you used when purchasing the item & your order number.
- The name of the item (promoted on the website)
- The size of the item you ordered, and a detailed description of the issue
- The item you would like it to be exchanged for (please note you can only exchange it to items of the same value or above)
*Excludes one-off/custom orders placed via email, Instagram, Sale, Outlet or 'Last Chance to Buy' items.
Please note that TOFECOL does not cover the shipping cost for returning your item back to us or back to you and this will be the customer’s responsibility.
Please ensure that you get proof of postage and an insured delivery option to be sure that the item will be returned to us safely. We recommend that all returns be sent with traceable carriers such as 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 does not issue any warranty for items that have been unsuccessfully delivered back to us and this will be the customer’s responsibility.
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If your original choice of item is not in stock we will issue you a Credit Note to be used.
If you believe an item you've purchased from us is faulty or incorrect, contact us at customerservice@tofecol.com with images of the fault.
Am I responsible for paying import taxes and duty?
You may be charged import duties and taxes by your local customs authority when your parcel is received in your country. Duty rates vary depending on the value of each item, and vary from each country, so we are unable to determine exactly what duties may be charged. For more information on what duties and taxes may be payable by you prior to the delivery of your parcel, we strongly recommend checking your local customs website or contacting them directly prior to placing your order. Please note TOFE's cannot take responsibility for delays due to customs clearance. Unfortunately, this is beyond our control.