Returns & Exchanges

COVID-19 UPDATE

FREE RETURNS & EXCHANGES

At TOWER London, we want you to be happy with your purchases and confident that you've found the perfect Item. If a return is necessary we can accept returns within 30 days from the day goods were delivered to you

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, insoles and sprays 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 will send you a notification email.

All returns are subject to our standard online returns and exchange policy.

If you have a query about a parcel you returned to us, please have the reference number ready when you contact us.

FREE UK RETURNS

UK customers can use our TRACKED UK RETURNS LABEL to send back items for exchange or refund.

Complete your returns/exchange form and place it inside the inner packaging. Double-box or re-wrap your package to avoid damage to the original shoe box or packaging. We will send you a notification email when your refund is processed

Please keep your Proof of Posting receipt until your exchange or refund is confirmed as completed.

This service is only available for orders delivered within the UK

Printing the label:

Download your returns label below and print it at home. We've emailed it to you too. If you don't receive a notification in your inbox please check your junk folder.

Or Royal Mail can print the label for you. Take the email and your packaged item to a Post Office® branch or Royal Mail Customer Service Point (CSP). They’ll then scan the QR code and print the label for you. If you choose a CSP, check before you go that it can print labels. Check our location finder  and look for ‘Label printing service is available’ under 'facilities'.

CLICK & COLLECT RETURNS AND EXCHANGES

Click and Collect orders can be returned to any TOWER London store for a refund or exchange. Simply complete the returns form enclosed in your order and bring it with your items to your nearest TOWER London store.

Items returned to our stores for a refund will be sent to our distribution centre (free of charge) and your refund will be processed by our online team. Click and collect refunds cannot be processed in our stores and are subject to our standard online returns and exchange policy.

Exchanges can be completed in our stores. Please bring the items you wish to exchange and the invoice enclosed in your order. Our store staff will process your exchange.

Alternatively you can return your order for a refund or exchange by post to our distribution centre following the instructions here.

Please note that items purchased in our stores are subject to our separate store returns policy.

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
Bounds Green
London
N11 2UT
United Kingdom

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. We will send you a notification email when your refund is processed.

Please keep your Proof of Posting receipt until your exchange or refund is confirmed as completed.

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. Email one of our dedicated customer service advisor at customer-services@tower-london.com. Our team will be happy to help you resolve the issue and provide you with further instructions. 

If the item found to be defective due to a manufacturing fault we will process a full refund if required.

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.

These Terms & Conditions do not affect your statutory rights.