Returns Policy

If you purchase online or in-store, you have the right to return your order within 14 working days of receiving it.

To be eligible for a return:
- You must provide valid proof of purchase.
- Items must be unused and in their original packaging.
- Any seals must remain unbroken. 

Non-returnable items:
- Perishable goods such as food.
- Personalised or custom-made items.
- Books.

Please note that the return postage cost is the buyer's responsibility except where Tower Bridge is at fault. Standard refunds will only be for the product value of the order and the original postage cost.

International Orders: Non-UK customers are responsible for any import fees, custom duties, VAT, or local sales taxes. Tower Bridge are not liable for them and they can 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 your 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.