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.
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 it back to us.
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.
Our furniture pieces are made to order, please contact sales@t-o-o-g-o-o-d.com for any enquires.
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.
Our clothing orders are mainly shipped with DHL, and our homeware is shipped with DHL or DPD.
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.
If you are ordering from the USA your order may be subject to local taxes and duties and will need to be paid by you at the point of delivery. Orders over $800 will incur such fees. For further estimate of taxes and duties on your purchase, please contact your local customs.
If you are ordering from the EU or internationally excluding USA, you will be charged any relevant taxes and duties at checkout, which will mean you should not incur any further import fees on the arrival of your goods. If you are asked for these please email customer_relations@t-o-o-g-o-o-d.com
For all international customers, orders are zero rated for UK VAT.
USA customers may be subject to local taxes and dutie fees upon delivery. Orders over $800 will incur such fees. These fees will be the responsibility of the customer, please contact your local customs for guidance or an estimate.
For the rest of the EU and international order, taxes and duties will be charged at checkout. Once reaching checkout you will be presented with a breakdown of all relevant shipping, vat, duties and fees costs. This breakdown of costs will be shown on the first part of the checkout. This will then display as a combined total under "shipping" in the second part of checkout, as well as your invoice and added to you total cost.We therefore guarantee no additional charges on delivery.
There is a 4% charge included in these fees for the cost of delivering your parcel with duties and fees paid.
If you have any issues with import fees please contact customer_relations@t-o-o-g-o-o-d.com
If you have not paid import fees on our website, 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.
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.
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.
If you are not happy with your purchase and wish to return your order, please use our returns portal which can be found here. Only purchases eligable for return will be able to processed, any orders that contain homeware or archive sale pieces will be exempt from returns. Further information can be found here.
We no longer offer free returns. UK returns will incur a £3 fee, and all international orders will incur a £15 fee. The relative charges will be deducted from your refund, which will be displayed during the returns process through the returns portal.
The above, is only valid on non-sale clothing order, and excludes homeware.
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.
Yes, sale items can be returned. Once you have recieved your order, you will have up to 14 days to start the returns process using our returns portal. If you need to return anything past this period, or the portal does not work for you please email us on customer_relations@t-o-o-g-o-o-d.com.
Please note that the items must be in re-sellable condition.
Please note, this is only during normal sale periods and does not include our annual archive sale - where all purchases are final.
You will have up to 14 days to start the returns process using our returns portal. If you need to return anything past this period, or the portal does not work for you please email us on customer_relations@t-o-o-g-o-o-d.com. If we are unable to refund your total purchase, we will issue a gift card for the current price of the items you are returning.
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.
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.
