Complete peace of mind with our 14 day refund and 365 day exchange policy
We hope that every customer will be delighted with their purchase, but also understand that not every item is right for every child and children grow! This is why, in addition to our simple returns policy, we are proud to offer a full 365 day exchange period on non-sale and non-discontinued items (see terms below).
Our returns policy is designed to be transparent and fair and we try to keep things as simple as possible, but if you have any questions, please contact us.
Items must be returned within the times stated below and in the condition supplied, with all labels and tags attached, together with the original, undamaged packaging including hangers and protective plastics. Branded packaging is considered part of the product - please do not use branded boxes as protective packaging.
You are responsible for the cost of returning items to us, unless they have been confirmed as faulty (further information below). For peace of mind, we recommend that an insured trackable form of delivery is used as we are unable to accept responsibility for items lost or damaged in their return transit to us.
**Paypal are currently offering their customers free return shipping up to the value of £15 until 31st December 2017 – full details can be found at https://www.paypal.com/uk/webapps/mpp/refunded-returns. **
We regret that the following items are exempt for return:
(1) Knickers (panties) and tights, unless it is clear that they have not been removed from their original sealed packaging.
(2) Bespoke, customised or personalised goods. Customised and bespoke goods are defined as those that are not available for free sale on our website and include alterations to standard sizes,colours and/or design.
(3) Items that you have specially asked us to order in for you that we do not normally stock.
14 Day Refunds and Exchanges
Within the first 14 calendar days of receipt, starting on the day your order is delivered, you may send or email to inform us of your intention to send unwanted items back for refund or exchange. If you inform us of your intention to return item(s), you have a further 14 calendar days from this point to send them back.
If you would like to exchange any item(s) on your order, please contact us to check the availability of the items you require; if they are available, will reserve them for you whilst we are waiting for your item(s) to be received back.
Items returned for exchange within this period qualify for a shipping discount equivalent to the cost of UK Standard delivery on their first replacement order.
If you require an exchange and you do not have enough time to send your items back to us and wait to receive your replacements, please place another order and send your unwanted item(s) back for a refund.
365 Day Exchanges on non-sale and non-discontinued items
After your initial 14 day returns period, we are proud to offer an additional 365 day exchange period on all non-sale and non-discontinued items.
Our 365 day exchange period excludes items that have been discontinued or gone into sale at any point up to the time you contact us to exchange so if you anticipate utilising our 365 day exchange period we would strongly recommend that you contact us prior to ordering to check whether an item is likely to be discontinued.
To benefit from our 365 day returns policy, please contact us with your order number and details of the item(s) you wish to return so we can confirm if they are elegible for return. Full details on the return process will then be provided.
If you are required to fill in a Customs Declaration, please declare the contents as “Children’s Clothing” and label the return package as “Returned GB Merchandise” to ensure no duty or tax is charged. If this is not done and duties are charged, these will be deducted from your return.
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.
For UK orders returned within the 14 Day Returns Period, where all items have been returned, the cost of UK Standard Delivery (if paid for) will also be refunded. If part of your order has been retained, the appropriate shipping cost will be applicable based upon the retained order value as priced on our Delivery page.
With the exception of orders for customised, bespoke and personalised goods, you may cancel your order and receive a full refund any time up to the point your items have been dispatched. If your cancellation is received after the items have been dispatched, then the rules as described above apply.
You are not required to obtain a returns number from us, please follow these simple steps:
(1) Package your item(s) carefully, with each item in the condition as stated above. If your order has been received in a box, we recommend that you re-use this to package the items to keep them safe.
(2) Enclose a cover note quoting your name and order number, or a copy of your invoice, requesting a refund or exchange.
(3) If you are returning your item(s) for exchange, please clearly mark the outside of the return package ‘EXCHANGE’ to ensure swift processing.
(4) Send your parcel to the address below:
Tots & Frocks Limited
80A The Brent
What happens next?
Your return will be processed within 14 days of receipt and you will receive an email notification from our order update system once completed. This notification will also be shown on your online order notes. Refunds will be processed to the original credit/debit card or Paypal account of purchase. For credit/debit card refunds, your bank may take several more days to show cleared funds on your account.