RETURNS & EXCHANGES

Express fee (£30) non-refundable.

Please note that the express fee covers the prioritisation and expedited processing of your order. Once an express order is placed, we immediately prioritise it in our production queue to ensure it is completed and dispatched ahead of standard processing times.

Although you may be requesting a refund for the item itself, the express fee reflects the additional resources and adjustments made to prioritise your order. Because this service was rendered immediately upon receipt of your express order, the express fee itself is non-refundable.

If the Fit Isn't Right:

We understand that not every item will fit perfectly for everyone, and we are happy to accept returns or exchanges within 7 days of receipt. To initiate a return or exchange, please contact our team via email at customerservice@tofecol.com for instructions. There is no need to place a new order; all approved returns will be issued as store credit, excluding shipping costs, customs duties, charges, and taxes.

Conditions for Returns/Exchanges:

1. Items must be returned in their original condition and packaging, with all tags attached.
2. The hygiene and security ribbon must remain intact.
3. Items must be unworn, free of odours, and without damage, alterations, stains, or marks.
4. Items from final sales, sample sales, or outlet items are not eligible.

We reserve the right to reject returns that do not meet these conditions. In such cases, the item will be returned to the address provided in the order confirmation email. Only one exchange is allowed per order, and items purchased using store credit from a previous return are not eligible for return.

Please request authorisation via email at customerservice@tofecol.com within 7 days of receiving your order before sending any items back. Unapproved returns will be refused and returned to the sender.

All orders undergo a thorough three-stage quality check before dispatch. If your order arrives in a condition different from how it was sent, please contact us promptly with images of the issue.

If your original item is not in stock, we will issue store credit for future purchases.

Please follow the care instructions on the label to ensure the longevity of your item, as we do not offer warranties.

Please note that some of TOFE’s pieces are made to order. In accordance with the Consumer Contracts Regulations 2013 and other applicable consumer law, these items are considered customised or personalised and therefore not eligible for return, exchange, or refund once the order has been placed and production has started.

For items that are not made to order and are ready to dispatch, you may be eligible for return or exchange once the item has been received and inspected, subject to the terms below.

Store Credit:

• Store credit will be issued to the email address used at checkout and will be valid for one year from the date of issuance.

• Store credit cannot be combined with promotional offers.

• If your store credit has expired and has not been used at all, please contact us — we will be happy to extend it for you.

Exchanges:

• You may exchange your item for a different size or another item of equal value, subject to availability.

Important Notes:

• Orders placed using store credit from a previous return are not eligible for another return. This does not affect your statutory rights if the item is faulty, misdescribed, or not fit for purpose.

• Store credit is issued for the value of the item(s) only and does not include shipping costs, customs duties, or taxes.

• For non-made-to-order items, you have a statutory right to cancel your order within 14 days after delivery for a full refund, even if the item has been dispatched. If you cancel your order before dispatch, you will receive a full refund. If you cancel after dispatch (within the statutory period), you will need to return the item at your own cost. Once the 14-day statutory period has passed, our store credit and exchange policy will apply.

The responsibility for arranging returns rests with the customer. Please ensure that you:

• Obtain proof of postage

• Use insured and tracked delivery services to guarantee safe return of the item to our studio

We recommend using Royal Mail Tracked 24/48, DHL, DPD, UPS, or FedEx. To confirm successful delivery, please retain your tracking number as reference. TOFE is not liable for items that are not successfully delivered back to the studio.

Please also note:

• TOFE is not responsible for any delays caused by customs clearance during the return process, as this is outside of our control.

• Import duties and taxes are the customer’s responsibility.

• If customs regulations are not followed and the parcel is returned to the sender, TOFE cannot be held accountable for the failed return.

Faulty or Incorrect Items

If you believe an item purchased from us is faulty or incorrect, please contact us at customerservice@tofecol.com with images of the issue. 

As some of our pieces are made to order and considered bespoke, they fall under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means that once your order has been dispatched, it cannot be cancelled. However, if your order has not yet been dispatched, you may cancel it for a full refund. Once dispatched, our store credit and exchange policy will apply.

We also offer store credit or exchanges for unworn items in their original condition if there is an issue with sizing. For faulty or incorrect items, customers still have statutory rights to a refund or replacement, even if the piece is made to order.