Find answers to our most common questions about orders, shipping, returns, and payments.

Orders & Shipping

How long will my order take to arrive?

Orders are typically processed within 2–3 business days, Monday to Friday, excluding weekends and holidays. Once processed, delivery usually takes 4–9 business days. The total estimated delivery time is 6–12 business days.

Do you offer free shipping?

Yes! We offer free shipping on every order across the United Kingdom, with no minimum purchase required.

How can I track my order?

Once your order has been dispatched, you'll receive an email with your tracking information. You can also use our Track Your Order page to check your delivery status.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at info@tomdury.com. We'll do our best to assist you before your order is processed or dispatched.

What happens if my package is lost or damaged?

Please contact us immediately at info@tomdury.com if your package is lost or damaged in transit. We'll work with the carrier to investigate the issue and find a solution.

What happens if my package cannot be delivered?

If your package cannot be delivered due to an incorrect address, failed delivery attempts, or other delivery issues, it may be returned to us. We'll contact you to arrange a new shipment, which may incur additional shipping costs.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy. You have 30 days after receiving your item to request a return. Items must be unworn or unused, with tags attached, and in their original packaging. You'll also need proof of purchase.

How do I request a return?

Contact us at info@tomdury.com before sending your item back. If your return is accepted, we'll provide instructions on how and where to send your package. Items returned without prior approval will not be accepted.

Who pays for return shipping?

If your item arrives defective, damaged, or incorrect, we will cover the cost of return shipping in full.

For returns due to a change of mind or dissatisfaction with your purchase, the customer is responsible for arranging and covering the return shipping cost.

How long does it take to receive a refund?

Once we receive and inspect your return, we'll notify you whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process the refund.

Can I exchange an item?

The fastest way to get a different item is to return your original purchase and place a new order once your return has been accepted.

What if I receive a defective or incorrect item?

Please contact us immediately at info@tomdury.com with your order details and photos of the issue. We'll evaluate the problem and work with you to make it right.

Business info 

Company name: Tom Dury

Address: 4 Egginton Street, Leicester, LE5 5BA, United Kingdom

Email: info@tomdury.com

Customer service hours

Monday to Friday: 8:00 – 17:00

Saturday and Sunday: 9:00 – 16:00

Average response time: within 12 hours.