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FREE standard delivery on all orders over £75 to UK (excluding heavy or bulky items)

Refund policy

We are sure you will be delighted with your online purchase from toot garook and take great care to ensure that you are. If, however, you do need to cancel an order or return an item, we aim to make the process as simple as possible for you.

To cancel your order before it has been dispatched:

You have the right to cancel your order but if the order has already been processed, it will not be possible for us to stop the shipment. You will need to follow our standard returns procedure – contact info@tootgarook.co.uk for further information on how to do so. We ask that you provide the reason for cancellation.

To request a refund or an exchange once you’ve received your order:

  • We have a 14 day returns and exchange policy, which means you have 14 days from receiving your item to request a return or an exchange.
  • Package the item up and send it back to us as quickly as possible, no more than 14 days after initiating the refund/exchange request.

  • Items must be in the condition in which they were received, unworn, in the original packaging, with all labels attached. We are unable to refund or exchange items that have been worn, washed or damaged by the customer, or lost or damaged in transit to us.

    The cost of returning the goods and the safe return of goods is your responsibility. We suggest you use a recorded delivery service.

To start a return or an exchange, please contact us at info@tootgarook.co.uk   

  • with your name
  • order number
  • and address details

 Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any returns question at info@tootgarook.co.uk.

Items must be returned to us at:

toot garook. 19 Queen Street, Exeter. EX4 3SH


Damages and other issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged  or you receive the wrong item so that we can evaluate the issue and try to make it right. 


Exceptions / non-returnable items

Certain types of items cannot be returned, such as any special orders; hats, hair accessories, make-up, grooming products, skincare, fragrance (including home fragrance), pierced earrings, edible items such as chocolate. These items are non-refundable and cannot be exchanged. This does not affect your statutory rights.

As you will appreciate, we cannot accept returns on sale items or gift vouchers.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund but we will process the refund directly to your payment card no more than 14 days after the day the item is received by us.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We try our best to keep our stock levels up to date but, due to the nature of our product range, we are unable to guarantee the availability of all our products. If for any reason an item is no longer available, you will be notified as soon as possible and offered an alternative or a refund for that product.

This policy does not affect your statutory consumer rights.