Thank you for shopping with us at Tots To Teens. We endeavour to do all that we can to hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 28 days of receipt, provided they are in original condition with tags intact. Once items are returned you will be entitled to receive a refund. For item(s) returned after this time we reserve the right to return the item(s) to you. 

We are not able to refund items that appear to have been worn, washed, are not in original condition, or have their “REMOVE ME AND I WILL ALWAYS BE YOURS  security tags removed. Every aspect of the garment must be free from signs of wear and odour.

 

Please be advised we DO NOT accept returns back to our office, retail store or pop-up locations.

 

We have been advised by our Logistics partner that all customers returns will be quarantined for 4 days due to the Corona Virus, before they will be processed.

 

How to Return:

If you choose to return your item(s) we aim to process your return within 14 days of receipt, however in exceptionally busy periods (such as during sales) this may take up to 28 days.  

 

UK

Simply complete the provided Invoice/Returns Form stating the reason for the return and enclose within your package. 

Please return your item(s) using a recorded delivery service for your own insurance ensuring postage is pre-paid to the following address:

Tots To Teens

Abacus House

14-18 Forest Road

Loughton 

IG10 1DX

 

Please ensure you retain your proof of postage.

 

Misplaced your Returns Form? Contact Us to request a copy via email.

 

International Returns

Please return your item(s) using a recorded delivery service for your own insurance ensuring postage and other duties (if applicable) are pre-paid to the following address:

Tots To Teens

Abacus House 

14-18 Forest Road 

Loughton 

IG10 1DX

 

Affix a  returns form ensuring the nature of the goods is clearly identified as “returned goods”.

 

Do not return your goods via parcel delivery services such as DHL, FedEx, UPS (or similar) as Customs Charges will be applied and forwarded to you for payment.

 

Misplaced your Returns Form? Contact Us to request a copy via email.

 

Changed your mind? Your right to cancel.

We understand that you may change your mind about something you have bought on our online store.

Unfortunately, due to our processes we are unable to intercept and cancel orders that have just been placed. We recommend that if you have placed an order you no longer require, simply reject the delivery and the items will be returned to us and your order will be refunded in full (unless you chose Special Delivery at which point Standard Delivery cost will apply).

 

You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with the security tags intact. Please ensure all returned packages are sent with a trackable, insured service that provide you with a proof of postage, as we cannot take responsibility for items damaged or lost in transit. We aim to process your refund within 14 days of your item(s) being received by us.

 

Where items are returned to us outside of this time period we reserve the right to issue a credit note or to return the item(s) to you.

Please also see the Exclusions, Refunds, and How to Return sections below.

 

Exchanges

Unfortunately, we do not accept exchanges.

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Purchases made online can only be refunded via online

For more information please call: 0203 846 88 88 

Monday-Friday 12-4pm

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Faulty Items

Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, tears, scuffs from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.

 

 

Please contact us via email Tots To Teens or, if urgent, call us on 0203 846 88 88. Please provide your Order Number (begins #) as well as much information as you can regarding the fault, including images where possible to enable us to advise you quickly and correctly the best method for resolution.

 

We will contact you in writing to confirm the next actionable steps within 2 working days.

 

  

Refunds 

We are not obliged to provide you a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.

 

If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).

 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

 

Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.

Please also see the Exclusions and How to Return sections below.

 

Exclusions

• Unfortunately, we cannot accept returns on items that are mistreated and abused down to wear and tear

• Items that have had their security tags removed 

• Products purchased at any of our “pop-up” events.

 

Undeliverable Items

If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.

 

Promotions

Buy Get X Get Y

We may occasionally offer promotions where you can purchase Item(s) X you will get Item(s) Y for a reduced rate or free. 

If you return items in the promotion identified as X then item Y (if retained) will be charged at full price.