FAQ

Find answers to our most commonly asked questions below. If you need further assistance, feel free to contact us.

Orders

How do I place an order?
Simply browse our website, add your favourite items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.

Can I modify or cancel my order after placing it?
Please contact us as soon as possible at info@tomandemi.com if you need to make changes. Once an order has been processed or shipped, we may not be able to make amendments.

How will I know my order has been confirmed?
You will receive a confirmation email once your order has been successfully placed and payment has been received.

Shipping & Delivery

Where do you ship to?
We currently ship to addresses within the United Kingdom only.

How much does shipping cost?
We offer free shipping on all orders within the United Kingdom, with no minimum order requirement.

How long will my order take to arrive?
Our estimated delivery times are as follows:

  • Order cutoff time: 11:00 PM (GMT)
  • Order handling time: 1 to 2 business days (Monday to Friday)
  • Transit time: 6 to 8 business days (Monday to Friday)
  • Estimated delivery time: 7 to 10 business days

Which carriers do you use?
We ship with Royal Mail, Evri, and DPD.

How do I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can track your order on our Order Tracking page.

What should I do if my order is delayed or lost?
Please contact our customer service team at info@tomandemi.com and we will investigate the issue and ensure your order reaches you.

Returns & Exchanges

What is your return policy?
You have 30 days from the date you receive your order to return items. Items must be unworn, unwashed, in their original condition, and returned with all original packaging and tags attached.

How do I return an item?
Follow these steps:

  1. Email us at info@tomandemi.com with your order number and reason for return.
  2. Repack the item securely in its original packaging, including all accessories and tags.
  3. Drop your package off at the nearest carrier location as instructed in your return authorisation email.

Who pays for return shipping?
If the item is defective, incorrect, or damaged in transit, we will cover the return shipping cost. If you are returning an item due to a change of mind or sizing issue, the return shipping cost will be your responsibility. Please note that shipping costs are non-refundable.

Can I exchange an item?
Yes! If you'd like to swap for a different size, colour, or style, please contact us at info@tomandemi.com and we'll be happy to help.

Are there any items I cannot return?
For hygiene and safety reasons, some items may not be eligible for return. These will be clearly marked as non-returnable in the product description.

Refunds

How long does a refund take?
Once we receive and inspect your return, your refund will be processed within 7 business days. The time for the refund to appear in your account may vary depending on your bank or payment provider.

How will I receive my refund?
Refunds will be issued to your original payment method.

What if I was charged incorrectly?
Please contact us at info@tomandemi.com before raising a chargeback and we will resolve the issue promptly.

Payments

What payment methods do you accept?
We accept the following payment methods: American Express, Apple Pay, Google Pay, Maestro, Mastercard, Shop Pay, and Visa.

What currency do you charge in?
All prices and payments are in Pound sterling (GBP).

Is my payment information secure?
Yes. We use SSL encryption and trusted payment gateways to protect your transactions. We do not store your card or payment details.

My payment was declined — what should I do?
Please check your card details and try again, or contact your bank. If the issue persists, feel free to reach out to us at info@tomandemi.com.

Contact Us

How can I get in touch?
You can reach our customer service team via:

What are your customer service hours?
Our team is available Monday to Friday, 09:00 – 17:00 (GMT). We are closed on weekends and public holidays. We aim to respond to all enquiries within 24 hours on business days.