FAQs

  1. Can I speak to a human being?
  2. What is the ordering process?
  3. How do I pay?
  4. How much is Postage & Packing?
  5. Customers in the Europe, USA & Rest of the World
  6. How accurate are the sizes?
  7. What happens if my chosen product is not confirmed?
  8. How long will it take to receive my order?
  9. What is your returns policy?
  10. What should I do if I have a complaint?
  11. Gift Wrapping/Special Occasion
  12. Can I buy your products in retail stores?

     

1. Can I speak to a human being?
Yes, we’re happy to take your call on 020 3371 7716 or use the chat/help box at the bottom of the screen.  We’re open Monday to Friday 9am to 6pm.  We’ll do our best to help.

2. What is the ordering process?
Once you've placed your item in the basket and proceeded to the checkout, we'll send you an acknowledgement that your order has been received. If any of your chosen items are not available, we'll contact you by email or telephone to discuss alternatives we can offer. Your goods will be despatched as soon as ready, however, as stock levels change constantly, we cannot guarantee a specific despatch date.

3. How do I pay?
The Shopping Basket will lead you into the payment page.   We accept most major credit and debit cards.  Our site has an approved Thwate SSL123 Security Seal for your protection and our payment system is fully PCIDSS compliant.  If you are experiencing difficulties, or simply prefer to pay by telephone, please call us on 020 3371 7716.  If you prefer to pay by bank transfer, please select the appropriate option during checkout.  Please click here for our bank account information.

4. How much is Postage & Packing?
This is detailed in your shopping basket.  For more details please click here delivery-information.html

5. Customers in the Europe, USA & Rest of the World
We are happy to dispatch our goods to you. The following additional conditions will apply: You will be liable for any local duties and taxes raised by your local Customs Authority.  Duties and taxes cannot be refunded for returned goods.  Please see further details here

6. How accurate are the sizes?
We believe our products to be true to size.  In other words, don't "size up" to be safe.  Please click here for detailed size information sizing.html .   We endeavour to give full details with each product, but If you are in doubt please contact us.  Most sizing dilemmas can be solved over the telephone.

7. What happens if my chosen product is not confirmed?
We'll suggest alternative styles that might be suitable, or of course, you can choose to cancel your order for that item, and receive a refund. There’s no pressure to accept the alternative.

8. How long will it take to receive my order?
We’d love to deliver everything the next morning, however, this is not always possible. Normally it takes 3-5 days, however, you should allow up to 14 days. If there are any unexpected delays, we will contact you as soon as possible. If you are ordering with a specific date in mind, please call us on 020 3371 7716 and we can give you up-to-date information on the items you require.  Please click here for more info delivery-information.html

9. What is your returns policy?

Click here for full information returns_policy.html

10. What should I do if I have a complaint?
We aim to deal with all complaints courteously and efficiently. In the first instance please email us via the contacts page. Please be sure to include a telephone number, and at what time would be best to talk with you. We would like to have you as a satisfied customer and we will do our best to help.

11. Gift Wrapping/Special Occasion
Regrettably we are unable to offer a gift wrap service, however, if possible we will try to accommodate special requests; please let us know when you place your order.  A delivery note without prices will be included in the parcel unless you ask us not to include documentation.  For shipments outside the EU, the full invoice value will be stated on the outer box/bag for Custom's purposes.

12. Can I buy your garments in retail stores?
At Tom Dick and Harry, we go to great lengths to find unique products which offer fabulous value for money.  Many of our products are exclusive to us in the UK, and generally not available in retail stores, however, if you do find an identical product cheaper elsewhere in the UK, we will do our best to match the lower price.  Call us for details.  Tom Dick and Harry operates on-line only and does not have a physical shop.