In line with DISTANCE SELLING LAWS we are obliged to set out our policy for the return of goods.
Returns, Refunds and Exchanges
(Also found in our ‘Terms and Conditions’ section).
Tout Ensemble is committed to your complete satisfaction, so if you find the items you have ordered do not fit you or you are in any way dissatisfied with them, we will either give you a refund of the cost of these items (but not of any postal charge paid by non-UK mainland/International customers) minus a 5% re-stocking fee and original postage charges - see Point 6, Postage/Carriage and Costs and Recouping Costs Incurred below) or we will exchange them (for another size/colour or different item), with the exceptions expressly stated below, and provided the following steps are taken:
1. When examining or trying on items, you have taken the utmost care to ensure that these items is not damaged or altered in shape or in any way that changes it from its original condition. For instance, Footwear should be tried on wearing hosiery, not bare feet, standing on a carpeted surface; Clothing must be tried while wearing suitable undergarments and without make-up or perfume.
2. You contact us, by e-mail or telephone, within 48 hours of receiving the goods, to obtain prior agreement with us for refund or exchange.
3. You dispatch the goods to us, in their original condition, with all packaging and accessories, unworn and unwashed, with all labels intact (this includes not sticking sellotape to the product packaging or any other materials), within 48 hours of your receiving the goods. If any item returned is marked or in any other condition which renders that item unfit for re-sale, it will not be accepted for refund or exchange and we will return it to you.
4. You enclose your full contact details (name, address, e-mail, telephone number) and the original invoice enclosed with your delivery.
No refunds or exchanges will be given unless we receive the goods safely in their original condition and are fit for re-sale, as specified above, within our given deadline, under any circumstances.
5. Note: In the unlikely event that an item is faulty, we will happily replace it for you.
6. A 5% restocking fee will be applied/charged on all returns (except exchanges).
Postage/Carriage and Costs
1. Ensure that you return items to us by Special Delivery or recorded delivery or any courier requiring a signature from us upon receipt, as we cannot accept responsibility for lost or damaged parcels. (The cost of returning items to us, unless faulty, will be at your own expense.)
2. Reminder: delivery of goods for the UK Mainland is free. For all other destinations (non-UK Mainland, Europe, Rest of the World), we charge our customers a much lower rate for postage than the actual amount paid by us - this is so that our International customers are not unduly penalised by having to bear the brunt for the full postal charge compared with our UK customers who would get free delivery.
3. For UK Mainland customers:
i) If you return any items for refund (without exchange for further items), we will refund the cost of these items minus our 5% re-stocking fee and our original postage costs.
ii) If you want us to send you further items in exchange for returned goods, we will only charge you the cost of postage/carriage for items we send you in exchange for these returned goods. We will notify you of this cost in advance. This can be paid online through our Postal Charges Section or by telephone.
3. For non-UK Mainland and International Customers:
i) If you return any items for refund (without exchange for further items), we will give you a full refund of the cost of any items returned, less/(minus) the cost of post & packaging. (please contact us for full details of our postal charges)
ii) If you want us to send you further items in exchange for returned goods, we will charge the full postage/carriage on items sent in exchange for returned goods. We will notify you of this cost in advance. This can be paid online through our Postal Charges Section or by telephone.
Recouping Your Costs Incurred
IMPORTANT - Returning an item or items to us for refund (not exchange), under our Terms and Conditions, does incur some expense on your part as we cannot freely offer Free Returns. This expense consists of: a 5% re-stocking fee, our original delivery costs (whether paid by us for Free Delivery or by you if you are a non-UK customer) and your costs of returning the item(s) to us. On making a refund to you, we will refund the cost of your item(s) minus a 5% re-stocking fee and our original delivery costs.
However, we do not want you to be out of pocket. We will therefore make a record of these costs, as well as your postage costs, and we will carry all these costs forward and offer this amount as a 10% discount towards future purchases.
This will be in addition to the automatic discounts available (please see below)
DISCOUNTS
We give you a discount when you buy any 2 or more individual items (with the exception of bespoke and hand-made products, and sale items) and this is automatically applied in the shopping basket for you:
1. Buy any 2 individual items and you will receive a 10% discount... (postage free UK - nominal charge overseas)
2. Buy any 3 individual items and you will receive a 15% discount... (postage free UK - nominal charge overseas)
3. Visit our studio... and we can offer you discounts of up to 25% on selective items.
Exceptions - Items Excluded from our policy for Refund and Exchange
Certain items are excluded from our returns policy, either for refund or exchange, unless faulty or in exceptional circumstances with our agreement.
Such items include:
1. All bespoke (made-to-measure) items, including corsets, leatherwear and other clothing. These have been made especially for you according to your measurements and specifications and cannot be re-sold.
2. All standard (non-bespoke) corsets. These have all been made to special order and, in addition, are of a personal nature, designed to be worn next to the skin. (For items described as intimate apparel under the new hygiene laws applying to all clothing retailers selling such garments we are prevented from accepting returns of items once worn.)
3. All special orders: All items of clothing and footwear in sizes and specifications which we do not normally stock and which have been bought in for you by special order at your request.
"Please note: All leather items, are styled and created by craftsmen from the finest skins available. Leather is unique and individual. Apparent imperfections are not flaws but inherent natural markings which enhance the appearance of the garment."
Returns Address:
Tout Ensemble, P.O.Box 4364, Manchester M61 0ED, United Kingdom
(Please note: Our Royal Mail P.O. Box address does not accept deliveries from independent couriers eg. UPS or FedEx. Please do not use this address for parcels. All parcels must be authorised by us before dispatch. Please contact us by email or by telephone.)