Top FAQs

I'm a UK customer, how do I track my order?

All of our orders in the UK to home addresses are delivered on a tracked service by Evri.

Delivery typically takes 5-10 working days from the date of dispatch and Evri will contact you to confirm the tracking via email. They'll also notify you of the expected time of delivery on the day. If you haven't had contact in this period please contact our team for help. 

You can track your UK order via the Evri website here. You can also download their app via either the Android or Apple stores.

How do I return my UK order?

T.M.Lewin has taken returns online in efforts to reduce our carbon footprint & go green! You’ll no longer receive a paper returns slip or returns label with your order.

Returned items must be in a resalable condition. That is to say that they must not be worn and must still have the tags attached. They must also be posted back to us within 90 days and sale items within 14 days of you receiving them. We are unable to accept underwear or shoes back for hygiene reasons. In the unlikely event that you have received the wrong item or faulty item, please contact us.

 

1. Fill out your Returns Form

   Download and print off our returns form. Please make sure to fill it out carefully. You’ll find your order number on the Order Confirmation email we sent you when you placed your order. You can also find your order and item number in My Account if you are a registered user.

2. Pack the item(s)

   Pack up the items you wish to return. If you can’t reuse the original packaging then please parcel it up as best as you can and remember to include your completed returns form inside the parcel.

3. Create Returns Label

   Follow the link here and search for T.M.Lewin to enter your Order Number, your email address and select a service to create your Evri returns label

   • ParcelShop Drop Off
   • Locker Drop Off
   • Courier Collection

   You can then either print the label at home or take it to a local Evri drop off point to print and send it.

4. When will I receive my refund?

   We aim to refund you within 14 - 28 working days of having received the returned item in our warehouse. Please refer to your courier tracking number for current parcel status.

You must retain your proof of return from the ParcelShop or post office. In the unlikely event that we don’t receive your return, this will be the proof required for us to still action your return accordingly. We would recommend taking a picture of this receipt for safeguarding.

T.M.Lewin Returns Policy

We can confirm that returns are being processed, but taking longer than normal. Please bear with us - you will be refunded.

We will issue a refund if you are not completely satisfied with your purchase or you have changed your mind within 90 days and sale items within 14 days of receiving the goods (exclusions apply). The items must be unused and still in the original packaging with tags attached and must not be altered. 

Refunds will be credited back to your original method of payment. Any orders paid by split payment (part gift card, part other payment) will be refunded on to a gift card first and any remaining amount will be paid back to the other payment method originally used.

Should you not have your original order invoice, could you please write a short covering letter detailing the return, including your order number, details of items you wish to return, the reason for requesting a refund (i.e., too large) and your contact details. Please note that providing incorrect details will increase the time the refund will be processed.

You are more than welcome to return multiple orders in one package, just make sure you include all of the relevant delivery notes. 

Any gift can be returned to us with the accompanying gift receipt or order invoice. If you have paid in full by a gift card then the refund will be processed onto a new e-card which will be emailed to you automatically.

If you return your purchase via post after the 14 days (with the exception of faulty or damaged goods), we reserve the right to reject the returned goods and your items will be returned to you.

Orders placed online and returned by post will be refunded and cannot be exchanged.

You must obtain a proof of delivery from the post office just in case the parcel gets lost.

 

Please note: Unfortunately, we are currently experiencing delays with processing returns (and we're truly sorry for this - we know it's annoying!). Rest assured we are doing our best to resolve this issue as we speak. Refunds will be processed within 14 - 28 days of receipt of the returned item(s) at our warehouse.

 

Exclusions

We do not offer refunds or exchanges, unless faulty, on the following items:

1. Underwear and worn shoes*.
2. Delivery Charges (when only a part order is returned). If the full order is returned then the delivery charge will be refunded.
3. Any altered items.
4. Gift Cards are non-returnable and refundable.

*We understand that you need to try on shoes to ascertain if they fit and we ask that you do this on a clean carpet in case you wish to return them.

How do I contact you?

 

We're currently experiencing a high volume of requests. We will get back to you, but responding is taking longer than normal.

 

Please use our contact form to send us a message.