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.

Does Tower London refund delivery costs?

Under the main terms, Tower London refunds the goods but **not the original delivery charge** on unwanted returns. If you exercise the legal 14-day right to cancel, though, standard delivery should be refunded too. Their own EU right-to-cancel page promises to refund payments 'including the costs of delivery' (standard delivery only). If Tower London sent the wrong or a faulty item, you get a full refund and a free return label.

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.

What if Tower London won't refund a parcel that never arrived?

Several reviewers say Tower London refused a refund even after Evri confirmed it had lost their parcel. Goods remain the seller's responsibility until they're delivered to you. Email customer-services@tower-london.com, say you didn't receive the order, attach any courier confirmation, and ask for a full refund or a replacement by a set date. If they refuse or don't reply, raise a 'goods not received' dispute with your card issuer, PayPal or Klarna.

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.

What if Tower London ignores my refund request?

Put everything in writing to **customer-services@tower-london.com**: order number, return tracking showing delivery, and the date they received it. Quote their terms ('Refunds will be given within 14 days of receipt of returns') and set a clear deadline. You can also try their published phone line, +44 207 781 8500. If the deadline passes, start a chargeback with your card issuer or a dispute with Klarna or PayPal, and include your emails and tracking as evidence.

REFUND GUIDE

How to Get a Tower London Refund Without the £4 Fee.

Q: How long does a Tower London refund take?

Officially, refunds are issued **within 14 days of the return reaching their London warehouse**. Then allow another **3 to 10 working days** for the money to reach your card or Klarna. In practice, several reviewers waited 3 to 4 weeks and only got paid after chasing. If 14 days have passed since tracking showed delivery, email customer-services@tower-london.com, quote their own 14-day term, and ask for the refund date and payment reference.

Tower London refunds are per-order, and their own policy gives you a 30-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified yesterday against Tower London’s own Terms · UK, US, and EU rights covered below

The short answer

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.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Tower London, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Tower London actually says

“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”
, verbatim from Tower London’s terms

30-day cancellation windowPro-rata refund: no

How long does a Tower London refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Tower London’s own policy works on a 30-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

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

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Tower London for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Tower London subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Tower London can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Tower London has ~45 days to defend. Works regardless of where Tower London is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Tower London charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Tower London is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Tower London refund email

Email the right address
Use customer-services@tower-london.com, the route yoink has verified actually gets read for Tower London.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Tower London team,

I'm requesting a refund for my Tower London order (reference [order number], placed on [date], for [amount]). I'm within the 30-day window your policy allows for this.

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

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for 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.