Refund policy

Updated on 4 October 2025

If the Fit Isn’t Right

We understand that not every piece will fit perfectly for everyone, and we’re happy to accept returns or exchanges within 14 days of receipt.

To begin, please email customerservice@tofecol.com for authorisation before sending any items back.

Unapproved returns will be refused and returned to sender.

Approved returns will be refunded to your original payment method, excluding shipping fees, customs duties, and taxes.

Conditions for Returns & Exchanges

To qualify for a return or exchange, items must meet all of the following conditions:

• Returned within 14 days of receipt

• In original condition and packaging, with all tags attached

• Hygiene and security ribbon intact

• Unworn, unwashed, free of odours, stains, alterations, or damage

Please note:

• Pop-up purchases, sample sales, and final sale items are non-returnable.

• Only one exchange is permitted per order.

• Returns that do not meet these conditions will be rejected and sent back to the customer.

All TOFE orders undergo a three-stage quality check before dispatch.

If your order arrives damaged, incomplete, or different from how it was sent, you must contact us within 7 days of delivery with clear photos of the issue.

If the requested replacement is out of stock, we will issue a refund to your original payment method.

Refunds

We accept returns and refunds on both ready-to-dispatch and made-to-order items, provided they are not customised or personalised.

In accordance with the Consumer Contracts Regulations 2013, customised pieces (including special lengths, colour requests, or any alterations made specifically for you) are non-refundable once production has started.

For non-customised items, you may cancel your order within 14 days of delivery for a full refund under statutory law.

If you cancel before dispatch, you’ll receive a full refund.

If you cancel after dispatch (within the 14-day window), you’ll need to return the item at your own cost.

After the statutory period, your order is no longer eligible for cancellation or refund.

Shipping fees are non-refundable.

All approved refunds will be issued to your original payment method once the return is inspected and approved.

Return Shipping

Customers are responsible for arranging and paying for returns. Please ensure you:

• Obtain proof of postage

• Use tracked and insured shipping (Royal Mail 24/48, DHL, DPD, UPS, or FedEx recommended)

• Keep your tracking number until delivery is confirmed

TOFE is not liable for items lost in transit or returned without authorisation.

Important:

• Mark all return parcels as “Returned Goods” to avoid import charges.

• We will cover up to £20 of import duties on returns; anything above this may be deducted from your refund.

• If customs paperwork is not completed correctly and your parcel is returned to sender, TOFE cannot be held responsible.

• Customs delays are beyond our control.

Faulty, Damaged or Missing Items

If you believe your item is faulty, damaged, or missing, please email customerservice@tofecol.com within 7 days of receipt with images and your order number.

We’ll assess the issue and, if confirmed, cover the return postage and issue a replacement or refund to your original payment method.

Misuse & Chargebacks

Attempting to file a chargeback or false claim after receiving your item will result in a permanent ban from shopping with TOFE.

All future orders will be cancelled.

Abusive communication, harassment, or threats (including those involving social media) toward our team will result in removal from our customer database and may lead to legal action.

Care & Responsibility

Please follow the care instructions on your garment label to preserve its condition.

TOFE does not offer warranties for damage caused by improper care, handling, or external factors.

For all return or refund enquiries:

Email: customerservice@tofecol.com

TOFE Team