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.
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. Please email customerservice@tofecol.com for authorisation before sending anything back.
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 make-up, stains, odours, or any signs of wear. Items must not have been washed, altered, or damaged in any way. This policy is applied strictly to ensure every customer receives their order in excellent condition.
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.
Quality & 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 with images of the issue.
Please follow the care instructions on the label to ensure the longevity of your item, as we do not offer warranties.
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.
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(s) only and does not include shipping costs, customs duties, or taxes.
- Custom orders are non-refundable and cannot be exchanged, as each piece is made to your specific measurements.
The responsibility for arranging returns 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 Royal Mail Tracked 24/48, DHL, DPD, UPS, or FedEx.
Please retain your tracking number as proof of delivery, as TOFE cannot be held responsible for items that are not successfully delivered back to the studio.
Additional Notes:
• TOFE is not responsible for any delays caused by customs clearance during the return process, as this is outside our control.
• Import duties and taxes 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.