Return and Refund Policy

By placing an order with Tom Cottons, you agree to the terms outlined below. This policy explains how to raise a complaint with us and sets out our return and refund procedures. It applies to all orders delivered within Canada.

Complaints

We want every customer to be satisfied with their order. If something is wrong with your product, your delivery, or the service you received, we want to hear about it so we can put it right.

How to raise a complaint:
Email our customer support team at support@tomcottons.com with the subject line "Complaint" and include:

  • Your order number
  • A description of the problem
  • Photos, where relevant (for example, a damaged or incorrect item)
  • What outcome you are looking for (replacement, refund, or other resolution)

Our response times:

  • We acknowledge every complaint within 24 hours (Monday–Friday). Messages received on weekends or public holidays are answered the next business day.
  • We aim to provide a full resolution or a clear plan of action within 5 business days.
  • If a complaint needs more time to investigate, we will tell you why and give you a revised timeframe.

Escalation:
If you are not satisfied with the outcome, reply to our response and ask for your complaint to be escalated to a manager. We will carry out a final review and respond within 10 business days.

Returns

Return Window:
You have 14 days from the day you receive your order to initiate a return.

Condition:
Items must be returned in original condition.

Products may be tried on as you would in a retail store, but they must not be worn beyond fitting purposes. Items must not show signs of washing, damage, stains, makeup marks, perfume, deodorant marks, pet hair, or strong odors.

All original tags and packaging must be included.

We reserve the right to refuse returns that do not meet these conditions.

Eligible Returns:
We accept returns for both defective and non-defective items within the return window.

Easy Returns:
Returning items to us is simple, and our customer support team will assist you throughout the process.

Territorial Scope:
This return and refund policy applies to purchases made in Canada.

How to Request a Return

To start a return, please follow the steps below:

  1. Contact Support:
    Email our customer support team at support@tomcottons.com and include your order number along with the reason for the return.
  2. Prepare the Package:
    Place the item securely in its original packaging, including all accessories, tags, and documentation.
  3. Send the Return:
    Once your request is approved, our support team will provide the return instructions.

Return Shipping Costs

Customer-Initiated Returns:
If you decide you no longer want the product or ordered the wrong item, the return shipping cost will be the customer’s responsibility. Original shipping fees are non-refundable.

Damaged or Incorrect Items:
If your order arrives damaged or incorrect, we will cover the return shipping costs.

Restocking Fees:
We do not charge any restocking fees for approved returns.

Exchanges

Exchanges may be available for eligible items. Please contact our customer support team for assistance.

Refunds

Inspection:
Returned items will be inspected once received to confirm they meet our return requirements.

Refund Processing:
If the return is approved, the refund will be issued to the original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider or bank.

Business & Contact Information

Store Name: Tom Cottons

Company Name: ECOMMERCE TECHNOLOGIES LTD
Company Number: 10844998

Registered Address:
Cambridge House, 16 High Street
Saffron Walden, Essex, England, CB10 1AX
United Kingdom

Email: support@tomcottons.com

Customer Service:
Monday – Friday: 9:00 AM – 6:00 PM (Eastern Time)

We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.