Returns & Refunds Policy

Exchanges:
If you wish to exchange an item, please use our Returns & Exchange Tool to order an alternative size. A £3.95 shipping charge applies for sending the new item. You will also be responsible for returning the original item to us via a courier of your choice, including payment for that return shipment.

Making a Return:

1. Please initiate your return by visiting our Returns Portal and selecting Return.
2. Pack the item(s) you want to return securely in protective packaging, including:
• The item(s) in their original, unused condition with all tags and packaging intact
• Your original delivery note or order sheet, fully completed and clearly stating which items you are returning and the reason for return
• A printed or handwritten note with your full name, shipping address or email address so we can locate your order.
3. Send your parcel to:
   Unit 18, City West Business Park, Durham, DH7 8ER
   Please ensure you obtain proof of posting and keep your tracking receipt.

Return Eligibility:

• Returns must be made within 30 days of receiving your item.
• Items must be unworn, unused, with tags attached, and in their original packaging.
• Receipt or proof of purchase is required.
• Sale items and gift cards cannot be returned.
• Please inspect your order upon receipt and contact us immediately if you receive a faulty, damaged, or incorrect item.

Return Costs:

• We do not cover the shipping costs for returns unless the item is faulty or damaged.

Refunds:

• Once your return is received and inspected, we will notify you of the refund approval.
• Please remember it can take up to 10 working days for your order to arrive back to us depending on the returns method you have chosen.
• Approved refunds will be issued to your original payment method within 14 days of receipt.
• Please allow up to 10 working days for your bank or card issuer to process the refund after we’ve completed it. Refund times are controlled by your payment provider.
• Refunds on gift cards or e-gift cards will be returned to the original card, so please keep it safe.
• Original delivery charges are non-refundable, except for EU customers cancelling under the Consumer Contracts Regulations 2013, where delivery charges may be refunded.

Important Notes:

• Please ensure items are securely packaged.
• We cannot accept responsibility for parcels lost or damaged during transit, so proof of postage is essential.
• Your statutory rights are not affected by this policy.

Need Help?
If you have any questions about your return, refund, or order, please contact our Customer Service team at info@toezone.co.uk or visit our Help Centre for FAQs.