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Returns Policy

If you buy online, your consumer rights entitle you to returning your order within 14 working days of receiving the products.

To be eligible, your product must be unused and in the same condition that you received it. It must also be in the original packaging with any seals unbroken.

Several types of goods are exempt from being returned:

  • Made-to-order and personalised items
  • Perishable goods such as food.
  • Books.
  • Goods which become mixed inseparably with other items after their delivery.

There are certain situations where only partial refunds are granted, for example, any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Please note that postage costs are non-refundable except where Tower Bridge is at fault. Standard refunds will be for the product value of the order only and excludes the original postage cost. You will also be responsible for the cost of any return postage.

IMPORTANT: Non-UK customers are responsible for import fees of their orders. We accept no liability for any local VAT/sales tax, customs and import duties. These costs will not be refunded.



Refunds / Exchanges

To start your return process please contact us with your request.

We will then ask you to mail your products back to the following address:

Tower Bridge Offices,
FAO: Gift Shop Returns,
193A Tower Bridge Road,
London, SE1 2UP,
United Kingdom

Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange.

If you are approved for a refund, it will be issued towards your original payment method. The money may take up to 5 working days to appear in your account process depending on the bank's processing time.



Late or missing refunds

If we have notified you of a refund but you haven’t received it after 5 working days, please contact you bank to confirm. If your bank is not able to see any pending payments to your account, please contact us.

 

Faulty or damaged goods

If an item or product arrives faulty, please contact us and we will help you to resolve any problems. Please do not send the product back to the manufacturer.