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 in line with UK consumer law.
Please note the following refund terms:
Ready to dispatch items are refundable to the original payment method.
Swimwear is non refundable due to hygiene reasons.
Made to order items are refundable only by store credit.
Custom orders made to your specific measurements are non refundable and cannot be exchanged.
If you purchased online, you have 14 days from the day after you receive your order to notify us that you wish to return it.
To request a return, please email customerservice@tofecol.com with the following:
- Your order number
- The item or items you wish to return
- The reason for your return
- Confirmation that the item is unworn and in its original condition
Once we receive your email, we will provide the return address for our studio and instructions on how to proceed. Returns sent without prior authorisation may not be accepted.
After notifying us of your return, the item must be sent back within 14 days.
To qualify for a refund, store credit, or exchange, items must be returned in approved, saleable condition with all original tags attached, in their original packaging including the protective ziplock bag, and free from makeup, stains, odours, or any signs of wear. Items must not have been washed, altered, or damaged in any way.
Returns are inspected upon arrival at our studio. If an item is returned in a condition different from how it was sent, including stains, makeup marks, odours, signs of wear, missing tags, or missing packaging, the return may be refused and sent back to the customer.
Customers are permitted to handle an item only to the extent necessary to establish its nature, characteristics, and fit, similar to how it would be handled in a retail store. If an item shows signs of excessive handling or wear beyond this, a deduction may be made from the refund to reflect the diminished value of the item.
We strongly recommend using a tracked shipping service when returning items, as TOFE cannot be responsible for items lost in transit.
Approved returns will be processed within 14 days of us receiving the item or proof of return. Delivery charges are non refundable. Customers are responsible for return postage unless the item is faulty or misdescribed.
Customisation and Order Changes
If you request any changes or customisations to your order after purchase, including but not limited to adjustments in length, fit, measurements, colour, or other design alterations, the item will be considered made to your specifications.
In accordance with UK consumer law, items made to a customer’s specifications or clearly personalised are not eligible for cancellation, refund, or exchange, unless the item is faulty or misdescribed.
By requesting such changes, you acknowledge that the order becomes non refundable.
Quality and Care
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 at customerservice@tofecol.com with clear images of the issue.
Please follow the care instructions on the label to ensure the longevity of your item. We do not offer warranties for damage caused by incorrect care or washing.
Faulty or Incorrect Items
If you believe an item purchased from us is faulty, incorrect, or not as described, please contact customerservice@tofecol.com with your order number and clear images of the issue so we can assist you promptly.
Important Notes
Missing parcel claims must be raised within 7 days of the delivery date. Claims made outside this window may not be eligible for investigation or compensation due to courier limitations.
Orders placed using store credit from a previous return are not eligible for another return, except where the item is faulty, misdescribed, or not fit for purpose.
Store credit has no expiry date and will be issued to the email address used at checkout.
Store credit is issued for the value of the item or items only and does not include shipping costs, customs duties, or taxes.
Agreement to Terms
By placing an order with TOFE, you acknowledge that you have read, understood, and agreed to our Returns and Refund Policy prior to completing your purchase.
Chargebacks
If a chargeback is initiated for an order that has been delivered and processed in accordance with our policies, we reserve the right to dispute the claim and provide evidence to the relevant payment provider.
Where a chargeback is found to be unjustified or where a customer initiates a chargeback without first contacting us to resolve the matter, the customer may be restricted or permanently banned from placing future orders with TOFE.
We reserve the right to cancel any future orders placed by customers who have previously initiated chargebacks.
The responsibility for arranging and covering the cost of return shipping rests with the customer.
Please ensure that you:
- Obtain proof of postage
- Use an insured and tracked delivery service to guarantee the safe return of your item to our studio
We recommend using reliable tracked services such as Royal Mail Tracked 24 or 48, DHL, DPD, UPS, or FedEx.
Please retain your tracking number as proof of shipment and delivery. The returned item remains the customer’s responsibility until it is successfully delivered back to our studio. TOFE cannot be held responsible for items lost, delayed, or damaged during the return transit.
Additional Notes
TOFE is not responsible for delays caused by customs clearance during the return process, as this is outside of our control.
Import duties, taxes, and customs charges associated with returns remain the responsibility of the customer.
If customs regulations are not followed and the parcel is returned to the sender, TOFE cannot be held accountable for the failed return.
All international returns must be clearly marked as “Returned Goods” to avoid additional customs charges.
If customs charges are incurred due to incorrect declaration or labelling, these costs may be deducted from the customer’s refund or store credit.