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We are sure that you will be delighted with your purchase, but just in case...

Our Returns Policy

With the exception of customised and personalised items*, you may return your goods within 10 days after the date of receipt for an exchange or refund.

Items must be returned in the same condition in which they have been received and you would expect to receive them; they must be unworn and free of any hairs, odours (including smoke and perfume) and stains/marks and with all its labels and tags attached together with the original, undamaged packaging.

We regret that (unless otherwise agreed) items received back that do not adhere to the above conditions cannot be accepted and will be returned to you at your cost.

* Customised items are defined as those that are not available for free sale on our website and includes alterations to standard sizes. Customised products must be agreed to in writing before the item is put into production so, as with any personalisation, please be careful to ensure that any instructions (including sizes) are correct.

Exchanges

As items may be of limited availability, please contact us as soon as possible if you would like to exchange any item(s) on your order. We will check availability on the items you require and if they are in stock reserve them for you whilst we are waiting for your items to be received back.

For delivery within the UK, we offer free postage via UK Standard (average 2-7 working days) on your first exchange. If you require a more urgent delivery option (these are detailed on our delivery page) we offer a £3.45 discount to the non-subsidised prices shown. Please note that we will always assume that the UK Standard (average 2-7 working days) service to the shipping address on the original order is acceptable unless you inform us otherwise.

For delivery outside the UK, we will provide a £3.45 discount on any re-delivery fees. Please let us know which delivery type you wish us to dispatch your exchanged items by and authorisation to take the additional delivery fee using the same card details used to place your original order. If you wish to pay using an alternative method, please contact us.

Please return your goods to us as detailed in the Returning your Item(s) to Us section below. We will send you an automated email update to let you know once your exchanged item(s) have been dispatched.

If you do not have enough time to post your items back to us and receive your replacements, please place another order and send your unwanted item(s) back for a refund in accordance with our Returns Policy above.

Refunds

Please return your goods to us as detailed in the Returning your Item(s) to Us section below. Refunds will be credited by the same means in which you made the original payment, within 28 days of receipt by us. Once your refund has been processed, you will receive an automated email from us to let you know. For card transactions, please allow an additional 2-5 working days for the funds to appear on your account as this depends on your card issuer’s processing times.

International Returns

We understand that returning goods from outside the UK within 10 days may be difficult; therefore, please contact us within 10 days of receipt of your order to inform us of your intention to return your parcel and send it as soon as possible.

Please follow the instructions as detailed in the Returning your Item(s) to Us section below. If you are required to fill in a Customs Declaration, label the return package as “Returned GB Merchandise” on the customs declaration to ensure no duty or tax is charged.

We regret that we cannot refund the cost of the original or return postage, unless the return is the result of our own error or the items were faulty.

Returning your Item(s) to Us

You are not required to obtain a returns number from us, please follow the simple steps below:

(1) Either write a note on a copy of the invoice sent with your parcel, or write a cover letter (including your name, contact and order number) requesting either a refund or an exchange. If an exchange is required, please detail the new items you require.
(2) Please pack the items securely for return transit. If your order has been received in a box, we strongly advise that you re-use this to repackage the items to keep them safe.
(3) If you are returning your items for exchange, please mark the outside of the package ‘URGENT EXCHANGE’.
(4) Send your parcel to the address below:

Tots & Frocks Limited
80a The Brent
Dartford
Kent
DA1 1YW
United Kingdom

We regret that we are unable to accept responsibility for items lost, damaged or delayed in their return transit to us, so we strongly recommend that you return items to us using a postal service that is fully insured and/or tracked. We regret that we cannot refund the cost of return postage, unless the return is the result of our own error or the items were faulty.

Delivery Recalculations on UK Orders

We are pleased to offer subsidised delivery costs on UK orders totalling more than certain amounts (please see our Delivery page for full details). If you have received a subsidised delivery cost on your order and you return item(s) for a refund, your delivery costs will be recalculated according to the value of the items retained and your refund amount will be as if you had placed an order only for the items retained. This may mean that a delivery charge will be applicable where you may have previously been eligible for a free (or subsidised) delivery charge.

UK 1 Day Express (next working day by 7pm), UK 1 Day Priority (next working day by 1pm), and UK Saturday Priority (before 1pm - Saturdays only) delivery are upgraded delivery options and the difference in cost between this and UK Standard (average 2-7 working days) will not be refunded unless the goods are being returned due to a fault or error on our part.

Orders over the value of £200 must be sent via our UK 1 Day Express (next working day by 7pm)) service or a priority service as these services include appropriate postal insurance for the value of the items. If you return part of your order that brings your retained order value below £200, or return the full order, the appropriate Delivery cost, based upon your total retained order value, will be deducted from your refund to cover the increased costs incurred by us to send your parcel.

Faulty or Defective Items

We take quality control very seriously and have measures in place to ensure that all items are checked before dispatch; however, very occasionally faults or defects may not be spotted. If you receive a faulty or defective item from us, please contact us as soon as possible and we will arrange a full exchange or refund, including your reasonable return postage costs.

Cancellations

With the exception of orders for customised and personalised goods, you may cancel your order and receive a full refund any time up to your items have been dispatched. If your cancellation is received after the items have been despatched, then the Returns Policy as described above applies.

Please also see our terms and conditions and delivery sections.