Returns Policy

Returns Policy
We want you to be totally satisfied with every purchase you make from Tommy Tou but if you are looking to return an item be it for an exchange or refund, please e-mail us first for a returns number within 14 days of receiving your order, quoting your order reference number so we can find your order quickly. We will then email you a returns form and a unique returns number.
Returned goods must be in their original packaging and with all labels intact and in perfect and unworn condition.
Any refund given will be made automatically to your original order payment method (at the current rate of exchange for overseas orders). We do not refund  postage charges.
Returns must be sent by registered or recorded post with a tracking number.
We cannot refund or exchange goods that arrive back damaged or are lost in the post.
Your rights to return goods are protected under the EU Distance Selling Directive.

Returns - Replacement
We guarantee to replace or refund faulty items. Simply notify us within the 3 days of delivery of the goods, we may ask you to take photograph of the damage and email it to us as proof.
If a Courier delivery arrives damaged or crushed, please do not sign for it or sign for it only as damaged container, please inform us within 24 hrs.

Returns - Exchange
When returning an item for exchange, please email to check we have the item you want in stock and we can reserve the item for you.
Exchange items must be returned 'as new' with all original labels and packaging included. Please mark clearly what you would like as a replacement on the returns form or a covering note. If there is any difference in the cost we will refund you.
Return postal costs cannot be refunded.
If you need the exchange item in a hurry then we would suggest you place a new order which we can then despatch straight away. Once we have received the returned item we will refund the item cost back to your original order payment method.
We will only exchange unused items within 7 working days of the original purchase order.

Returns – The Right to Withdrawal
In accordance with the Distance Selling Regulations 2000, the customer has the right to a cooling off period of 14 days, starting at the time goods are received, to cancel the contract and return said goods at their own expense, without having to give a reason.
To cancel your purchase, please e-mail us quoting the order reference number and we will issue you with a returns number. If you cancel your order before despatch a full refund will be given. All goods must be returned to our Chichester warehouse. Refunds will not be issued for goods returned to our office address.
The cooling off period and right to cancel do not apply to pro-forma contracts (where we send you a pro-forma invoice before payment) and orders for any goods made to your own specification or design.
Only complete and unused goods in perfect condition for resale will be accepted in their original packaging together with all original labels intact.
If the right to withdrawal is exercised, Tommy Tou will make every effort to refund the customer within 30 days.

Returns - Failed deliveries
If we are unable to deliver the goods due to the customer not being able to receive the goods, they will be returned to our warehouse and a re- stocking charge of £3.00 will be charged in addition to the return postage charge. We will refund the cost of the item less the original postage , the return postage and the re-stocking charge.