FAQ

Do you charge for delivery?

No. Every order to a UK address ships free of charge, whatever the order value. The amount shown in your bag is exactly what you pay at checkout.

How can I follow my parcel?

Once your order leaves our warehouse, we email you a dispatch confirmation containing your tracking number. Use it to check where your parcel is whenever you like.

What is your returns process?

Items can be sent back within 30 days of delivery, as long as they have not been worn or washed, are still in their original condition and have their tags attached.

Simply email info@thompsonandtaylor.co.uk and we will reply with the return address and take you through every step.

You will find the complete terms in our Return & Refund Policy.

How do I get in touch with Customer Care?

Whether your question is about an order, sizing or a return, our team will be glad to help.

Email: info@thompsonandtaylor.co.uk
Telephone: +44 20 3769 9373

Opening hours:
Monday to Friday | 9am to 6pm
Saturday and Sunday | Closed

Prefer to write to us? Our contact form works too. On business days you can expect a reply within 24 hours.

Which size should I order?

Nearly every product page includes a size guide listing the actual measurements of the garment.

Unsure between two sizes? Send a quick email to info@thompsonandtaylor.co.uk and we will happily help you choose.

How can I pay?

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay.

Every payment is encrypted and handled by a secure payment provider, so your card details are never visible to us.

What if something doesn't fit or isn't right for me?

Not a problem. Anything you order can be returned within 30 days of delivery.

The cost of sending it back is covered by the customer, except when an item is faulty or damaged.

Can I amend or cancel an order?

Orders can be cancelled up to 24 hours after they are placed. Just email info@thompsonandtaylor.co.uk.

Under UK consumer law you also have a statutory 14-day right to cancel. Where an order has already left our warehouse, please use our standard returns process. The complete terms are set out in our Return & Refund Policy.

How long will delivery take?

Allow approximately 6 to 12 business days for your order to reach you.

That breaks down as follows:

- Preparing your order: 2 to 3 business days (Monday to Friday)
- Time in transit: 4 to 9 business days (Monday to Friday)

We keep you updated along the way, and you can check your tracking whenever you wish.

My order arrived damaged. What now?

We apologise that your order did not arrive as it should. Please email info@thompsonandtaylor.co.uk as soon as you can, quoting your order number and attaching clear photos of the damage.

We will look into it straight away and arrange a replacement or refund, and we will pay for the return shipping.

Why isn't my tracking number working yet?

New tracking numbers can take up to 24 hours to show any information.

If yours still isn't working after that, email info@thompsonandtaylor.co.uk and we will look into the status of your parcel.

Who covers the cost of returning an item?

When an item is faulty or reaches you damaged, we pay for the return shipping.

For any other reason, for example exchanging a size or changing your mind, the cost of return shipping is covered by the customer.

Where are orders sent from?

Your order is sent directly from our warehouse in Ningbo, China. We do not dispatch from the United Kingdom or from the Netherlands.

This lets us keep distribution costs down and offer free delivery on every UK order.