Returns and Refund Policy

Unwanted Goods

Orders with personalisation on a product cannot be returned. This includes engraving and adding your own photo. This is because it is bespoke and cannot be resold. This does not apply if the item arrives faulty.

Visit our personalised products info page here for more information on personalised watches.

We're certain you'll be delighted with your Toff London order. However, in the event that you are not entirely satisfied with your purchase, you may return it. We offer you a 30-day return period in which you can send us back the product(s) you have purchased.

Please be aware that if the product isn't faulty, damaged or sent out incorrectly by us you will be responsible for the cost of returning the product. 

Steps for returning unwanted goods

  1. Please contact us within 14 days of purchase, informing us of your wish to return the item.

  2. Return your item to us within 30 days of receiving it, to the returns address listed below.

PLEASE NOTE: 

  • You must cover the cost of the return postage of an unwanted item. When returning your order, please keep your proof of posting.

  • If any adjustments, for example, bracelet resizing, are made to personalise your product(s) you may NOT return the item unsuitable. This is because a bespoke item has now been created by or for you and the item can no longer be sold as new. If the item is faulty and adjustments have been made, each case will be looked at individually before an offer of refund or exchange is made.

  • Once we receive your goods, we will refund the full cost of the item as soon as possible. Please wait 14 days to receive your refund.

Faulty or Incorrect Goods

We're very sorry that you have received a less than satisfactory product from us. All items are inspected thoroughly in the Toff London workshop by our quality control team. But if for some reason your item has arrived faulty, damaged through transit or incorrect, we can offer you a full refund within 14 days.

Upon delivery, please inspect the product thoroughly and notify us of any faults with the order as soon as possible.

Steps for returning faulty, damaged or incorrect goods:

  1. Contact us immediately to inform us you wish to return the product. Please include a description of the problem.

  2. Return the product within 14 days of the dispatch date of your order, using the return address listed below.

If you are in the UK and most EU countries, you can print off a prepaid label which we will provide.

If you do not use a prepaid label, we will refund you the cost of postage on receiving the item back from you. 

Battery Replacements

We do not offer reimbursement for battery replacement. However, if you happen to find fault in your battery when it arrives please return it to us, following the returns policy and we will fix it and return it to you free of charge.

International Returns Terms

Any duties, VAT, and other taxes for any unwanted product(s) will be deducted from the refund payment. If the item you received is faulty or incorrect, it will be inspected upon arrival in our workshop and will be dealt with accordingly, on an individual basis.
Please make sure you clearly mark the package as a RETURN, in both English and your country's language, if applicable. This might incur fewer charges upon re-entry.
Any charges that are applied to returns due to the new regulations will be deducted from the refund.

Returns Address

Toff London c/o Watches2U
PO Box 2041
Croydon, United Kingdom
CR90 9JW

Please note: Remember to email us to let us know before sending back any items. Once we have received notification of your wish to return a Toff London product, please send it back to us prepaid and insured for the full purchase price using Royal Mail Special Delivery (UK) or equivalent service in your country of residence. We can't accept responsibility for items that are lost or damaged during transit.

When contacting us, please provide a brief description of the problem and the order number, so that we can more quickly deal with your request.

When returning an item, always keep proof of posting, such as a mailing receipt.

Refunds And Cancellations Terms And Conditions

You will be responsible for the cost of returning the product(s) to us unless the product shipment was in error on our part.

We reserve the right to return to you any product(s) that are shipped back to us without prior notice.

When returning a product for any reason, you must do so in the precise condition you received it from Toff London. You must remove from the product any item not related to the returned product. The item must be returned as originally received from Toff London. Toff London will not be responsible for any items mistakenly left in the returned product or within the box containing the product.

You agree and accept that the returned product will become the property of Toff London. Toff London is therefore entitled to sell it to third parties at its full discretion.