Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders
You should receive the order confirmation right away after placing your order with us. Please check your SPAM folder since the confirmation email might be mistaken as junk mail and end up in there.
If you haven’t received anything within 24h, please contact our customer service team and provide us with your name and email address associated with the order so we could look into this for you.
Sadly we cannot amend your order or change the delivery address but we will be happy to cancel it for you. Please contact our customer service team as soon as possible so this can be actioned for you. Please be aware that we won’t be able to cancel your order if it’s in the process of picking/packing.
We also cannot add a product to your existing order. Please place a new order for the additional item.
We may cancel your order if we decide it is reasonable to do so which may include circumstances where:
1) Item is unavailable or out of stock (especially during peak periods: sale/Christmas)
2) We suspect that your order is related to fraudulent activity
If you have any concerns about your cancelled order, please contact our customer service team.
We want to make sure we can resolve this quickly as possible for you.
If you are unlucky to have received a faulty item, please contact our customer service team as soon as possible, including your order number, a description of the damaged item, and photographic evidence along with a care label. Please do not return any faulty items to us unless advised to do so by one of our customer service agents as the correct information will be provided.
If you do not return your faulty item as soon as we advise you to do so, we reserve the right to refuse a refund or exchange.
Faulty policy on reflective products
Due to the special reflective nature of the fabric, wrinkling and optical blemishes may occur during wear. The finish of the garment will give an individual appearance and should not be considered as fault.
If you have received the wrong item, please contact our customer service team with your order number, photographic evidence along with the price tag that is attached to the item. As soon as this is made aware we will need you to please send it back to our warehouse so we can arrange for the correct one to be sent out to you.
Please get in touch with our customer service team who will give you further details for the return.
Please contact our customer service team via email as soon as possible, including your order number and a description of the missing item.
If your parcel is damaged, you must report this to us within 48 hours and supply a photograph of the damage.
Common return queries answered
Returns
- You can return your order for a refund within 14 days of receipt of goods.
- Please allow up to 14 working days for the refund to process.
- Refunds can only be made to the card used to purchase the items.
- All returns MUST include a returns form to be accepted for a refund
- Please also include the original dispatch form included in your order, this helps us refund your order quicker.
- Please DO NOT return orders mixed together. These cannot be accepted by our warehouse. All orders made must be returned with the correct order number made with individual returns forms clearly marked
Please note we only accept returns from talltogs.com and currently do not accept exchanges.
Returned items must be unworn, unwashed and in saleable condition (in their original packaging with all tags and labels still attached). We can’t accept returns on underwear or swimwear.
If your parcel is damaged, you must report this to us within 48 hours and supply a photograph of the damage.
Please fill out the returns form and include it within your parcel, and ensure you write your order number on the parcel.
Please do not send us anything you have purchased from a stockist of Tall Togs. These returns must be taken back to the store they were purchased from.
We do not offer a prepaid return service for UK orders. All postal charges are at the cost of the customer and we recommend using tracked service like Royal Mail as we cannot take responsibility for any returns going missing in transit. Please keep the receipt for your reference.
Here’s our address:
Tall Togs
Central Park, Palmer Avenue
Severn Beach
Bristol
BS35 4DF
United Kingdom
You will receive a confirmation of your refund via email. The money should appear in your bank account within 3-5 working days from the day we issued your refund. Refunds will only be made to the original payment method.
Please note that returns once received at our warehouse, it can take up to 14 days to process them.
If this has gone past the estimated time frame, please contact our customer service team and they will be happy to look into this for you.
Common shipping queries answered
Delivery
Orders will need to be received before 9pm from Mon-Fri and 6pm Sat-Sun (excluding public and bank holidays) for next day delivery at the cost of £5.99.
Sadly, we currently do not offer this service for international orders.
*Please note that we do not offer next day delivery to destinations below:
Scottish Islands: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Scottish Highlands: AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Also any post codes starting with DD.
For Saturday delivery please order before 3pm Monday-Friday (excluding public and bank holidays) at the cost of £9.99.
Sadly, we currently do not offer this service for international orders.
Tracking My Order
You will receive a shipping confirmation email along with the tracking number once your items are on the way. Please click on the link provided to check the progress of your delivery.
We recommend that you input your mobile phone number to get the latest updates on your delivery. If there is an error on the website on your tracking, please get in touch with our customer service team.
Not in when your order is delivered?
For UK orders if you are not available when the item is ready to be delivered to you, the courier will leave a calling card or you will need to reach out directly to the courier to redirect your parcel.
This will give you options on how to retrieve your parcel. This is also updated on your tracking link with royal mail.
For international orders please contact your local post office if your order was shipped by post, DHL services or our customer service team if you need further assistance.
Once your order has been despatched, UK standard delivery service can take between 3-5 working days to be delivered from the date of despatch at the cost of £4.00. Your tracking information will be sent via email once your order is processed. We recommend you use your tracking number to get the most up to date information on where your parcel is.
Please note that we offer free shipping for orders over £75.00.
In busier periods it can take a bit longer to despatch your order. We will do our best to reach out to customers on the delay, however, please don’t hesitate to get in touch with our customer service team if you want any further assistance.
*Please note that we do not offer next day or Saturday delivery to destinations below:
Scottish Islands: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Scottish Highlands: AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands with a two day delivery as standard with next day and before noon in certain locations.
Delivery information and pricing will be displayed at checkout.
Import duties and taxes may be charged on orders delivering to outside the EU. These are set by the Customs Authority of the destination country. During the checkout process, duties & taxes will be calculated for shipping to your country (for supported countries only) based on the items in your shopping basket.
If there are duties and taxes for your order, you can choose to prepay them during the checkout and you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes). If you choose not to prepay, you will be liable for paying any duties, taxes and fees when you receive the order on delivery.
Please don’t hesitate to get in touch with our customer service team if you want any further assistance.
The estimated delivery date is provided in your order confirmation email. Please allow up until this date for the parcel to arrive. You will be able to keep track of your order with the tracking link provided in your shipping confirmation email. If, however, the date has passed and you still have not received your order please contact our customer service team.
If the tracking for your parcel shows it has been delivered but you haven’t received it, you should:
- Check if someone else at your address has accepted it
- Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place like a porch or garage
- Look for a notification of attempted delivery. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request a re-delivery or to arrange collection of the parcel
If you are still having trouble locating the parcel, please contact our customer service team so they could investigate this further.
Import duties and taxes may be charged on orders delivering to outside the UK. These are set by the Customs Authority of the destination country. During the checkout process, duties & taxes will be calculated for shipping to your country (for supported countries only) based on the items in your shopping basket.
If there are duties and taxes for your order, you can choose to prepay them during the checkout and you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes). If you choose not to prepay, you will be liable for paying any duties, taxes and fees when you receive the order on delivery.
If you have any questions please contact customer service.