For UK customers, we offer a FREE tracked returns service via the Post Office for all orders.
Your parcel contains 2 labels - a Royal Mail returns label and a list of the products in your order.
On the product list make a note of what you’d like us to do (details on the label) and then put this into your parcel.
Stick the Royal Mail label on the outside - make sure you cover your original address label.
The item you return must be:
- suitably boxed or bagged to protect your return in transit
- unworn and unwashed, and complete with all original tags/labels etc (but don't worry if a bag is ripped)
- in a condition fit for immediate re-sale
- we won't accept returns of shoes where the returns labels has been stuck onto the shoe box, has been worn, or is not in the original box.
Our mailing bags are designed to be re-used to make a return.
You can return more than one product or order in one bag/box, as long as the return details for each order is inside.
Our returns service is fully tracked for your peace of mind, and so every returns label is unique. Please don't use a label more than once or the Post Office will refuse it.
CAN I EXCHANGE FOR A DIFFERENT SIZE/COLOUR?
If you wish to exchange goods (for instance swapping a size LT for a size XLT) please note the details on the returns form – including details of the new size/colour etc. You can also exchange it for a different product – just let us know the full name and size on the form. If you're exchanging for an item that's more expensive, we'll email you with details on how to pay the difference in price. If it's cheaper, we'll refund the difference. If you're exchanging a suit, you only need to return the part you want to exchange, e.g. the trousers, and not the whole suit.
There is no re-delivery charge for exchanges to a UK address using standard delivery. We'll deliver an exchange to the same address as your original order, unless you tell us otherwise. We'll send you an email when we dispatch your exchange with tracking information.
CAN I RETURN FOR A REFUND?
If the goods are unwanted, we’ll refund the cost of the items, but not the delivery costs. Goods purchased as a set, e.g. 2 and 3 piece suits, can only be refunded when returned as a complete set as purchased. Your refund will be credited to the credit/debit card or PayPal account you originally used. If we can’t refund you (for example PayPal impose time limits for refunds) we'll issue you a gift voucher instead. Orders paid by gift voucher will be refunded back to the original gift card.
Once we receive your return, you can normally expect the refund within around 3 working days, but please allow up to 14 days at busy times (ie after Black Friday / Christmas).
We will send you an email to confirm that we have completed your refund.
HOW DO I RETURN AN ITEM AT THE POST OFFICE?
You can drop off your return at your local post office. You MUST obtain a proof of posting. You can also use a parcel post box to drop-off a return - find your closest one here. If you use a parcel postbox, we suggest you take a photo of your returns label, so you have the tracking number if required.
Free returns are only available to UK customers via the post office – we allow one free return per order.
CAN YOU COLLECT MY RETURN?
Royal Mail can collect your return from your home. You can find full details of this service here
This is a paid service offered by Royal Mail, and is not something that we have any visibility on if you use it.
HOW LONG DOES THE PROCESS TAKE?
Your return will usually take around 3 working days to reach us using our returns service.
We aim to have your return processed within 2-3 working days of us receiving it, but please allow up to 14 days during busy times (e.g. December/January).
We will send you an email confirming your refund/exchange once we process it.
If your exchange is urgent, we'd recommend placing a new order then returning your original for a refund, as this will be faster.
HAVE YOU RECEIVED MY RETURN?
Your return will generally take around 3 working days to reach us once you post it.
To confirm that your parcel has arrived, please enter the tracking number from your Royal Mail email or Post Office receipt into the Royal Mail website here:
We can't confirm that your return has arrived, as we don't know the tracking number that's on your post office receipt. The first notification you'll get from us will be when we process your return.
This is normally within 3-5 working days of us receiving your parcel, but can take longer after busy periods such as after Christmas or black Friday, so please allow up to 14 days to hear from us.
We will send you an email once we've processed your return, which will either confirm that we've shipped an exchange to you (along with the new tracking details) or notify you that we've processed a refund.
I’VE LOST MY RETURNS LABEL
Your parcel was delivered with a Royal Mail Tracked Returns label inside, which you can use to make a return at your local Post Office. If you no longer have this label, you can get a new one here:
CREATE YOUR FREE UK RETURN LABEL
Complete the returns form and include it in the bag. If you've lost your original return form, you can download a PDF copy here
DO I NEED A PRINTER?
No - there's a label included in your parcel. If you've used the Royal Mail site to create a new label - it will be emailed to you so you can print it later. Alternatively, most post offices can print it for you. There's a QR code on the email you'll get from Royal Mail - show them this on your phone at the Post Office and they'll be able to print your label.
CAN I MAKE MY OWN RETURN ARRANGEMENTS?
If you'd prefer to make your own arrangements to return goods to us, follow the return instructions above and send your return to:
2tall.com Customer Returns
Wellington Circle
Aberdeen
AB12 3JG
Got a problem with a product? Very occasionally you may have a problem with something you've purchased from us. If you do, don't worry, please get in touch before you start to make a return, and we'll take care of it.
Your statutory Cancellation Right (Consumer Contracts Regulations 2013)
You have the statutory right to cancel your order for any reason within 14 days starting the day after you receive the item. You must return goods at your own expense. To exercise your cancellation right please email hello@2tall.com or write to 2tall.com, Wellington Circle, Aberdeen, AB12 3JG. Please see our terms and conditions for full details.