COVID-19 UPDATE: During these times of uncertainty, we assure you that we are dedicated to offering the same level of service.
We are now offering extra time for returns. For the time being, you have 60 days to return any item.
You must still contact us to let us know that you want to return your item within 14 days of receiving it. The terms and conditions below still apply.
Personalised Photo Products
Once you have personalised your item with a photo or engraving it becomes a bespoke product. You will not be able to return the product(s) because it was specifically made for you and cannot be re-sold. This does not apply if it arrives faulty.
Visit our personalised products info page here for more information on personalised watches.
If your order contains any personalisation to product(s), such as engraving or adding your own photo, you will not be able to return the product(s) because it was specifically made for you and cannot be re-sold. This does not apply if the item arrives faulty.
We're certain you'll be delighted with your Toff London watch. However, in the event that you are not entirely satisfied with your purchase, don't worry! We offer a 60 day period in which to send your watch back to us.
Please be aware, however, 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. We only accept watches that are still in good condition and have not been worn. We cannot accept a returned item if any adjustments have been made, such as bracelet resizing.
Steps for returning unwanted goods
- Please contact us within 14 days, informing us of your wish to return the item.
- Return your item to us within 60 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 returned watch, 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.
Steps for returning faulty, damaged or incorrect goods:
- Please inspect the product thoroughly and notify us of any faults with your order as soon as possible, including a description of the problem.
- Return the product within 14 days of the dispatch date of your order, using the return address listed below. You can do this in two ways:
- If you are in the UK and most EU countries, you can print off a prepaid label which we will provide.
- If you don't use a prepaid label, we will refund you the cost of postage on receiving the item back from you.
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.
Toff London c/o Watches2U
PO Box 2041
Croydon, United Kingdom
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 watch, 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.