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Frequently Asked Questions

Table of Contents

Can I Speak to a Human Being?

Of Course! We’re happy to take your call on 020 3371 7716, or use the chat/help box at the bottom right of the screen.  We’re open Monday to Friday 9am to 6pm.

What is the Ordering Process?

Once you’ve placed your item in the basket and successfully paid for the goods, 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.

How do I Pay?

The Shopping Basket will lead you into the payment page. We accept all major credit/debit cards, alternatively you can pay with Google Pay, Apple Pay or PayPal –  all PCI DSS compliant. Card payments are securely processed by Stripe and our site is fully HTTPS  secured. In summary, you need not worry! If you are experiencing difficulties, or simply prefer to pay by telephone, please call us on 020 3371 7716.

How Much is Postage & Packing?

The exact amount will be displayed in your checkout as this can vary, but we offer free shipping on all orders over £100. For more information please visit our Delivery Page 🔗

What if I'm in Europe, USA or the Rest of the World?

For customers in the EU, our prices include your local VAT for delay-free and convenient delivery.  There is nothing more to pay on delivery.  VAT is calculated at the relevant rate for each EU country.

For customers outside the UK and the EU 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. 

Customers in the USA do not have any duties to pay (assuming they are within their daily import limit).

For more information please visit our Delivery Page 🔗

How Accurate are the Sizes?

We believe our products to be true to size.  In other words, don’t “size up” to be safe. Refer to our Size Guides🔗 for more information. 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. 

What Happens if My Chosen Product is Not Confirmed/Unavailable?

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.

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. For more information please visit our Delivery Page 🔗

What is Your Returns Policy?

Please refer to our Returns Page🔗.

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.

Do You Offer Gift Wrapping?

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. This being said, we do pack your order carefully and wrapped neatly in tissue paper. A delivery note without prices will be included in the parcel unless you ask us not to include documentation.  For shipments outside the UK, the full invoice value will be stated on the outer box/bag for Custom’s purposes.

Can I Buy Your Garments in a Retail Store?

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.