RETURNS & EXCHANGE
CLICK HERE TO START A RETURN OR EXCHANGE
Returns: 14-day return policy.
Returns are only accepted on faulty or wrong size items and a full product refund will be given, or, if preferred, an exchange or credit note, provided that the item is returned within 14 days of receipt, in exactly the same condition as when it left our premises, Sale, personalized and special order items are non returnable.
You must generate your return on our returns portal within 14 days after your items arrived at your chosen delivery address.
How do I make a return to TOHH?
If you need to make a return, you need to use our Returns Portal which is currently only available on our website so please click on the link here
What is a returns portal and why should I use it?
A returns portal is a Digital returns note which allows you to tell us what you are returning and why. You can select who you send your parcel back with and how for your ease and convenience, but please remember you must do this within 14 days of purchase to guarantee your refund (you then have up to 14 days to actually return the item). We will contact you frequently throughout your parcel's return to us so you can be confident everything is on track.
How will I know you have got my return?
If you return via our returns portal everything is fully tracked and we will email you when your parcel is on it's way, when we receive it at our warehouse and once more we have processed your refund. If you choose to send it back yourself without using our portal we cannot provide an update on your return until we have processed your return in our warehouse.
How long does it take for me to get my refund?
Once we have received your parcel back at our warehouse your refund will be processed within 14 working days. We will email you to confirm when your refund has been processed. Your return is fully trackable and we will email you throughout your parcel's journey back to us to keep you in the loop.
Do I have to pay for my return?
It is the purchaser’s responsibility to organise and pay for the return postage cost and insured for the full amount. We also advise you to keep the dispatch receipt until your refund has been made so that you can, if necessary, institute a claim from the dispatch company or Royal Mail if the item is lost.
We will not refund an item that does not reach us. Please make sure you insure high value items if you are sending them back to us.