Returns & Exchanges
At TOWER London, we want you to be happy with your purchases and confident that you've found the perfect footwear. If a return is necessary we can accept returns up 30 days from the date of purchase.
If you have ordered the wrong item(s) or simply had a change of heart, all item(s) must be returned in the original and suitable condition for re-sale, with any associated products, tags and boxes intact. We will reject returns that are not in a suitable condition for re-sale.
Items such as socks and insoles are not returnable if the packaging has been damaged or the item has been used, for hygiene reasons. Care kits are non-refundable if the seals are broken or if the any associated products have been used.
Provided that you return your item(s) within the Terms & Conditions above, we will refund your payment or replace/exchange the item(s). Refunds are processed within 5-7 working days of receipt of the returned item(s). Refunds are given in the same method initially used to purchase the item.
Once your return has been processed by our warehouse, we'll email you to let you know.
All returns are subject to our standard online returns and exchange policy.
FREE TRACKED UK RETURNS
UK customers can use our FREE TRACKED UK RETURNS service to send back items for exchange or refund.
Simply download and print our FREE UK RETURNS LABEL and follow the steps below.
1. Complete your returns/exchange form and place it inside the inner packaging.
2. Double-box or re-wrap your package to avoid damage to the original shoe box or packaging.
3. Print out and securely fix the FREE UK RETURNS LABEL to the outside of your package.
4. Drop your parcel at your nearest Post Office and retain your Proof of Posting receipt.
5. We’ll email you when your refund is processed.
Please keep your Proof of Posting receipt until your exchange or refund is confirmed as completed.
Customers outside of the UK can not use our free UK returns service (see below).
NON UK RETURNS
Customers outside of the UK are responsible for the cost of returning items, unless otherwise agreed in advance.
We recommend you use a standard recorded postal service, which insures you for the value of the goods you are returning and enables them to be tracked. TOWER London is not liable for items lost in transit.
Please send your returned goods to TOWER London at:
TOWER London RETURNS
2 Gateway Mews
FAULTY OR DEFECTIVE ITEMS
If you have received faulty or defective goods, don’t worry. Simply get in touch with us to report the problem on +44 (0) 207 781 8500 to speak to one of our customer service advisors or email us at firstname.lastname@example.org. Once the pair is returned to the warehouse and the item found to be genuinely faulty or defective we will refund the delivery costs and make an exchange or process a full refund if required. Please note that costs to return or exchange items will not be refunded unless the item has a genuine fault or defect or the item does not match the order you placed.
If you wish to make an exchange and the item you want to change it for is not available, we have the right the cancel the exchange and a refund will be given - if this happens you will be contacted. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you.
If you have a query about a parcel you returned to us, please have the reference number ready when you contact us or track your parcel online here.
These Terms & Conditions do not affect your statutory rights.
How can I return my order or make an exchange?
If you have a received a parcel that you wish to return for a refund or make an exchange, please fill in the form that came with your order explaining what you would like to do and send it to the address mentioned above. We advise customers to use recorded delivery so parcels can be tracked on its way back to us. UK customers can use our free tracked UK returns lablel to return items free of charge (see above).
What’s happening with my refund?
Refunds are processed within 5-7 working days and the money will be sent to the account you paid with. If you experience further problems please contact us.