FREQUENTLY ASKED QUESTIONS

ORDERS

HOW DO I CHANGE MY ORDER?

If you wish to edit an order you have already made, please email customer_relations@t-o-o-g-o-o-d.com. We will do our best to change your order, however if your order has already been dispatched, we are unable to make any edits.

Therefore, you will have to receive your original order and then return it to us for an exchange.

CAN I CANCEL MY ORDER?

Yes, if you wish to cancel your order, please email customer_relations@t-o-o-g-o-o-d.com, referencing your order number and why you wish to cancel.

We will act as quickly as possible to cancel your order before it is dispatched, however if your order has been processed already you will need to either reject the order when it arrives or receive it and return to us.

I NEED HELP WITH SIZING?

If you are struggling with our sizes, please look at our size guide for help. If you need further assistance, please email customer_relations@t-o-o-g-o-o-d.com.

I WOULD LIKE TO ORDER FURNITURE?

Our furniture pieces are made to order, please contact sales@t-o-o-g-o-o-d.com for any enquires.

DELIVERY & VAT

DO YOU SHIP INTERNATIONALLY?

Yes, we ship internationally. Overseas delivery is charged according to the destination of the parcel, postal charges are displayed at checkout and can be found here.

WHICH COURIER DO YOU USE?

Our clothing orders are mainly shipped with DHL, and our homeware is shipped with DHL or DPD.

IS VAT INCLUDED IN PRICING?

For our United Kingdom customers, all pricing is inclusive of VAT.

All international orders, including EU orders from January 1st, 2021, placed on our website will be zero rated for UK VAT. This means UK VAT is not charged at point of sale.

Your order will instead be subject to local taxes and duties and will need to be paid by you at the point of delivery. For an estimate of taxes and duties on your purchase, please contact your local customs.

WHO PAYS IMPORT FEES (VAT / TAXES / DUTIES) ?

For all international customers, orders are zero rated for UK VAT. However, customers’ orders will be subject to their country’s local taxes and duties upon delivery. These fees will be the responsibility of the customer, please contact your local customs for guidance or an estimate.

HOW DO I PAY IMPORT FEES?

You will be contacted by DHL regarding any local taxes or duties that you need to pay, either by phone or email. Once fees are paid your items will be delivered to you.

WHAT IF I DON'T WANT TO PAY THE IMPORT FEES, AFTER ORDERING?

If your order arrives, and you are contacted to pay subsequent fees but wish not to, you can reject the order. In these circumstances, please let us know if you no longer wish to have the order, by emailing customer_relations@t-o-o-g-o-o-d.com.

Please be aware, rejecting a parcel can take extended time to return to us. We can only refund your order once we receive the items.

WHAT DO I DO IF MY ORDER IS HELD AT CUSTOMS?

If your order is held in customs, this could be for several reasons. Please check your tracking number for the most up to date information and contact DHL if they have not contacted you.

You should receive information from DHL, if your item is being held in customs for a reason via email or telephone, if you do, and are unsure of how to clear your items please email customer_relations@t-o-o-g-o-o-d.com.

REFUNDS & RETURNS

HOW DO I RETURN AN ORDER?

If you are not happy with your purchase and wish to return your order, please follow the returns form that should have been in your parcel. If you do not have one you can find one here.

If you have a DHL returns label, you can either take the parcel to your local DHL drop off point or organise a collection here.

ARE RETURNS FREE?

For all non-sale clothing orders over £300, you will receive a free returns label within your order in case you need to return your items.

If your order is under £300, and you wish to return your items you will need to pay the cost of returning the items to us.

CAN I RETURN DAMAGED GOODS?

If you receive your order and the items are damaged or marked, please contact us on customer_relations@t-o-o-g-o-o-d.com as soon as possible and include photos of the damage.

We will be contact as soon as possible on next steps.

CAN I RETURN SALE ITEMS?

Yes, sale items can be returned. All returns must be authorised by us before sending merchandise back.

Please send a Refund and Return request to customer_relations@t-o-o-g-o-o-d.com within 14 days of the order’s delivery date. Once we have authorised your request, we will email you the returns instructions.

You will be notified by email once your return has been received and processed.

Please note that the items must be in re-saleable condition.

Please note, this is only during normal sale periods and does not include our annual archive sale - where all purchases are final.

WHAT IF I RETURN MY ITEMS AFTER THE RETURNS PERIOD?

If you fail to inform us of a return within 14 days of receiving your order, and subsequently return your items back over the 30 day returns period, we are unable to refund your total purchase. Instead will issue a gift card for the current price of the items you are returning.

PROMOTIONS & OFFERS

WHERE DO I USE MY DISCOUNT CODE?

All promotional discount codes or offers need to be applied at checkout. Underneath your order you will find a clearly labelled box to enter these details.

WHY IS MY DISCOUNT CODE NOT WORKING?

If you are having problems with a discount code, please email customer_relations@t-o-o-g-o-o-d.com for help.

It may be that a particular code has expired, is limited to certain items / collections / users or cannot be used in conjunction with another offer.