How long do I have to return an item to TOWER London?

Online orders must **reach Tower London within 30 days of purchase**. Returns arriving later are refused, so post early. Items must be unworn, in original condition, with tags and an undamaged branded shoebox (don't use the shoebox as the outer shipping box). There's a holiday extension: purchases made between October 30 and December 13 can be returned until **January 11, 2027**. Faulty or wrong items should be reported within 7 days of receipt.

Does TOWER London offer free returns?

Only if you meet two conditions. You need an active tower-london.com account under the **same email you ordered with** when you place the order, and you must stay **subscribed to their marketing emails** through the whole return period. Otherwise they take **£4 per return label** off your refund. Faulty items and shipping errors are free to return either way. Tip: don't unsubscribe from their emails until your refund has landed.

Can I exchange shoes for a different size at Tower London?

No. Tower London doesn't do direct exchanges. Return the original pair for a refund under the normal return rules (email customer-services@tower-london.com for authorisation) and **place a new order** for the size you want. Because the refund can take 14 days plus bank processing, you'll usually pay for the new pair before the old one is refunded. If you didn't order directly from them, check they're the right seller before posting anything back.

What if my Tower London item is faulty or the wrong size was sent?

Email **customer-services@tower-london.com** with your order number and photos. Tower London asks for faulty or wrong items to be reported **within 7 days of receipt**. In those cases they offer a full refund and a free return label, and the £4 fee doesn't apply. If you notice a fault later, still write to them. Legal rights on faulty goods in the UK, EU and US aren't limited by a retailer's 7-day policy.

Can I return a Tower London online order to a store?

Sources disagree. Some third-party guides say UK returns are free when taken to a standalone Tower London store. Tower London's own returns page says its return terms apply **exclusively to online purchases** and points to the email-authorised postal process. To be safe, email customer-services@tower-london.com first and ask whether your local store will accept and refund the online order. Get the answer in writing.

Does Tower London have a subscription or membership I need to cancel?

No. Tower London is a footwear retailer with no paid membership or recurring charges. The only things like a subscription are the **free account** and the **marketing email list**, and together they make you eligible for free returns. You can unsubscribe from the emails at any time. If you have a return in progress, wait until the refund arrives, or £4 may be deducted. If you see a recurring charge labelled 'Tower', check whether it's a different company.

Why am I still being charged after cancelling Tower London?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Tower London account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel a Tower London Order Before It Ships.

Q: Does Tower London charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Tower London and what to expect.

Last verified today · data refreshes daily · sources: homepage, terms, contact, terms, page-emails

The fastest way

Tower London has no subscription to cancel. To cancel an order or return one, email customer-services@tower-london.com with the subject 'Cancel/Return, Order #[number]' and ask for return authorisation. Returns must reach them within 30 days of purchase. Refunds take up to 14 days after receipt, then 3 to 10 working days. Stay subscribed to their emails to avoid a £4 fee.

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Every way to cancel Tower London

Phone: Call +44 207 781 8500 and say “cancel my service”. Expect a retention pitch, decline it twice and hold firm.
Email (fastest): Email customer-services@tower-london.com with the template below, the route that creates a paper trail and carries the refund ask.

Timing matters: Your card is charged at checkout, and the contract is formed when they email to confirm dispatch, so email before dispatch to stop an order. Returns must reach the warehouse within 30 days of purchase (not delivery). Faulty or wrong items should be reported within 7 days of receipt. Keep your account and marketing-email subscription active until the refund lands, or £4 is deducted. Holiday purchases made between October 30 and December 13 can be returned until January 11, 2027.

Cancelling a Tower London order by email

Email the verified address
customer-services@tower-london.com, yoink-verified working email for Tower London (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Tower London team,

I'd like to cancel my recent Tower London order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Tower London plans you can cancel

One-off online order (footwear, clothing, accessories)
There's no recurring billing. Your card is charged when you place the order, and the contract is formed when Tower London emails to confirm dispatch. To stop an order before it ships, email customer-services@tower-london.com with your order number. They don't publish a self-serve cancel button.
Free TOWER London account + email marketing subscription (free-returns eligibility)
The only 'subscription' Tower London has is its free marketing email list. You can unsubscribe at any time. If you unsubscribe or don't have an account (under the same email used for the order) before a return is processed, they take a £4 return-label fee off your refund. Unsubscribe only after the refund has landed.
£0.00/mo

What happens to what you’ve already paid

This policy covers physical goods (shoes, clothing, accessories) bought on tower-london.com. There's no subscription. For change-of-mind returns on online orders, the item must reach Tower London within 30 days of purchase (not delivery), unworn and in its original box. Refunds are issued within 14 days of the warehouse receiving it, then take another 3 to 10 working days to reach your card or Klarna. Original delivery is not refunded under the UK terms, though the EU right-to-cancel page promises to refund standard delivery within the 14-day withdrawal period. Without an account plus an active marketing-email subscription, £4 is taken off per return label. Faulty or wrong items get a full refund and a free label, but Tower London asks you to report them within 7 days. The returns page says these terms apply only to online purchases. A holiday extension lets purchases made between October 30 and December 13 be returned until January 11, 2027.

“Goods that are to be returned should reach us within 30 days of purchase; any returns falling outside of these dates will be refused. Refunds will be given within 14 days of receipt of returns”
, Tower London terms

30-day cancellation windowPro-rata refund: no

Asking specifically for money back, not just a cancellation? See the dedicated Tower London refund guide , same data, but framed around the policy + escalation paths.

Does Tower London charge a cancellation fee?

Tower London’s terms mention conditions worth checking before you cancel, see the plan notes and policy quote above for the specifics we found. In general: rolling monthly plans end at the period you’ve already paid for with nothing extra to pay, while minimum-term or contract plans can carry an early-exit charge until the term ends. If you signed up online within the last 14 days, the Consumer Contracts Regulations give you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling Tower London

Based on 6 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Asking for a direct size exchange, Tower London doesn't do exchanges. You have to return the item for a refund and place a new order, so the new size isn't held for you.
✕ Posting the return without emailing first, Returns need manual authorisation. Their return instructions say to email customer-services@tower-london.com to get a label and approval. Reviewers report delays and disputes when this step is skipped.
✕ Unsubscribing from marketing emails while a return is in progress, Free returns require an active account and marketing subscription through the whole return period. Reviewers who couldn't prove they were subscribed had £4 deducted.
✕ Counting the 30 days from the delivery date, The terms say goods must reach them within 30 days of purchase. Returns arriving after that are refused, so leave time for postage.
✕ Expecting a quick refund once the return is delivered, Tower London's standard reply is to allow 14 days for processing after the item reaches the warehouse, plus 3 to 10 working days for the bank. Many reviewers waited 3 to 4 weeks and had to chase.
✕ Returning shoes that were worn outdoors or show sole wear, Tower London rejects returns with visible wear or dirt on the soles and sends the shoes back instead of refunding.

Cancelled Tower London but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Tower London, treat it as not cancelled. Email customer-services@tower-london.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Tower London’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
You're inside a minimum term. Some Tower London plans keep charging until a fixed term ends even after you cancel, check the plan notes above.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Tower London charges again.

How Tower London will try to keep you

Tower London may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Taking £4 off the refund for 'not being subscribed' to marketing emails”
You say: Before you return anything, create an account with the same email you ordered with and stay subscribed until the refund arrives. If they take £4 off a faulty or wrongly sent item, point out that their own return instructions say faulty returns and shipping errors are free, and ask for the £4 back. One reviewer got a deducted amount refunded to their Klarna invoice.
They’ll say: “Slow refunds after the return arrives ('allow 14 days')”
You say: Write to customer-services@tower-london.com with the tracking proof of delivery. Quote their terms: 'Refunds will be given within 14 days of receipt of returns'. Ask for the refund date and a payment reference (ARN) once the 14 days are up. If it still doesn't arrive, give a final deadline before you start a card chargeback or a Klarna dispute.
They’ll say: “Telling customers to 'take it up with your bank' after a short or misdirected refund”
You say: Ask for the refund receipt with the amount, the last four digits of the card and the ARN. If the screenshot shows the wrong amount or the wrong name, say in writing that the refund is incomplete and ask for the rest within 7 days. Then raise a chargeback for the unpaid amount.
They’ll say: “Refusing returns as 'worn'”
You say: Photograph the soles, box and tags before you post them. If the item was faulty rather than unwanted, say so clearly. Faulty goods are covered by legal rights that don't depend on resale condition, and Tower London's own 7-day reporting limit doesn't override them.
They’ll say: “Not refunding original delivery costs”
You say: If you cancelled within the 14-day legal withdrawal period, ask for the standard delivery charge back too. Tower London's own EU right-to-cancel page promises to refund 'all payments received from you, including the costs of delivery' (standard delivery).
They’ll say: “Refusing a refund when the courier (Evri) lost the parcel”
You say: Until goods reach you, they're the seller's responsibility. Tell Tower London in writing that you never received the order and ask for a full refund or a replacement. Include the courier's confirmation that the parcel was lost. If they refuse, raise a 'goods not received' chargeback with your card issuer or Klarna.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Tower London’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Tower London’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Tower London has ~45 days to defend.

Rights in other regions (European Union)

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. Tower London must honour it regardless of where they’re headquartered.

Delete your Tower London account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Tower London’s account settings, email customer-services@tower-london.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under UK GDPR (Article 17, the right to erasure). They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Tower London

Email **customer-services@tower-london.com** as soon as possible with your order number and the subject line 'Cancel Order #[number]'. Tower London charges your card at checkout, and the contract is formed when they email to confirm dispatch, so a cancellation sent before dispatch has the best chance. They don't publish a self-serve cancel button or a cancellation deadline. If the order has already shipped, you'll need to return it instead, and it must reach them within 30 days of purchase. In the UK and EU you also have a 14-day legal right to cancel after delivery.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Tower London refund guide. Need a human for something else entirely? The Tower London contact guide lists every channel that actually answers.

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