Delivery & Returns
While you sit back and wait for your order to arrive, the TOFT team is working hard to carefully select and safely pack your items ready for dispatch. You can view more detailed information on our delivery page HERE.
RETURNS AND EXCHANGES
We hope that you are happy with your TOFT order, but there may be a few occasions where you need to return something to us. We’ve done our best to try and make sure that’s as easy as possible for you.
ERROR WITH ORDER
Every order placed with TOFT is hand-picked with care from our studio warehouse by our team. We’re sorry if you find a mistake with your order and ask that you please report any missing, incorrect or damaged items, along with your order number, within 14 days of delivery via firstname.lastname@example.org. We will do our best to solve the problem as quickly as possible, and should you need to return anything due to our error we will be happy to cover any return postage up to £4.50.
Please return any items to the below address along with your order number and any details or reasons for the return. We’ll process your return and refund or exchange within 14 working days.
TOFT Customer Care
If you would like to exchange or return your purchase, we will be happy to do so within 30 days. Please use the below returns link to generate a free tracked return postage label, or contact our Customer Care team via email@example.com. You’ll need to provide us with your order number, and please be aware that we may ask you for any reasons for the return or exchange.
RETURN POSTAGE LABEL
For items that are deemed faulty, we would usually ask you to return them to us and are happy to cover return postage up to £4.50. We will provide a full refund or exchange in this case. Please note that any item damaged as a result of wear and tear is not considered faulty.
If you would like to return any items that are not faulty, we will be happy to fully refund the cost of your purchase, provided all items are returned to us in tip-top condition. We will not be able to cover the postage cost of returns in this case.
We understand that you might change your mind about an item when you receive your order, and we are happy to carry out an exchange for you provided the item is returned to us in tip-top condition. We will not be able to cover the postage cost of the returned items in this case.
INTERNATIONAL CUSTOMS AND IMPORT
International buyers (those outside Europe) are responsible for import customs fees, charges, duties or any such costs. Our website will calculate a VAT discount for all international customers on any vat-able items in your basket (this excludes books and printed materials).
Please see the Terms and Conditions section of our legal page if you would like more information regarding customs.
*New Brexit information for European Customers*
From 1st July 2021
When placing an order under €150 from the EU, all taxes will be paid upfront on the TOFT website. No fees or tax will be payable to the local courier before the delivery of your goods. TOFT's IOSS number is IM3720003663. Please be aware that different European countries apply the IOSS rules differently. Some EU member states won't allow some products (for example Poms and haberdashery items) to be imported on IOSS and will charge Tax & fees on the full value of the order. If the courier charges tax or fees on your order, please get in touch. We won't be able to refund any fees, but we can refund the tax you've paid on our website (20%).