How can we help you?
0845 389 1898
Real-time chat with one of our agents.
7 days a week. Email us directly here
Tweet or follow us to find out latest deals and news.
Central European Time (CET)
Our customer services are based in the UK, and we can be contacted at the following times, which are all in Central European Time.
Our phone lines are open 09:30-19:00 Monday to Friday. You can contact us on Live Chat from 10:30-22:00 Monday to Thursday, 10:30-19:00 on Fridays, 10:00-15:00 on Saturdays and 11:00-15:00 & 19:00-22:00 on Sundays.
You can email us anytime via firstname.lastname@example.org
At T.M.Lewin we will guarantee a refund if you are not completely satisfied with your purchase or you have changed your mind within 90 days of receipt. The items must be unused and still in its original packaging with tags attached and must not be altered. Or alternatively we could offer an exchange in store if you have purchased the incorrect product.
Refunds will be credited back to your original method of payment. Any orders paid by split payment (part gift card, part other payment) will be refunded on to a gift card first and any remaining amount will be paid back to the other payment method originally used.
Payments using PayPal or Amazon Pay cannot be refunded or exchanged in any TM Lewin store.
If you return your purchase via post or in store after the 90 days (with the exception of faulty or damaged goods) we reserve the right to not offer you a refund and your items will be returned to you.
We do not offer refunds or exchanges, unless faulty on the following items:
- Delivery Charges (when only a part order is returned)
- Any altered items
Gift Cards are non-returnable and refundable.
- If you have your original receipt or delivery note we are happy to refund you back on to the original method of payment as long as it is within the 90 days return policy
- All returns must be unused and in its original packaging with all tags attached unless faulty
- We are unable to return or exchange any altered item
- Any items returned after 90 days of receipt (with the exception of faulty items or damaged goods) will be returned to you
- For online orders we will refund the standard delivery charge provided that you return the FULL order. If you are only returning part of the order then we will only refund the cost of those items
- This does not affect your statutory rights
For items purchased in our stores we are happy to offer an exchange or gift card for any unwanted items as long as it is within 90 days of receipt, providing that the items are in their original condition and accompanied by proof of purchase. For any online orders we can only offer an exchange at one of our stores. (Please see website for your closest store.)
If you would like an exchange via the website, we recommend you place a new order online and use the returns process through one of our stores or by post.
Any unwanted gift can be returned in store or online for an exchange as long as you have a gift receipt for the products and it is within the 90 days return policy.
If you do not want exchange it for an alternative item, we can offer you a gift card for the value of the purchase.
We will happily return or exchange any shoes bought at T.M.Lewin, however they must be returned to us in its original saleable condition. We therefore ask that you try these on a carpeted surface in order to avoid any marks on the sole. Any shoes returned marked on the soles or scuffed or not in its original box with its dust bag will not be accepted for an exchange or refund.
We are pleased to offer a FREE RETURNS service via Royal Mail for any online order. All you need to do to return your unwanted purchase, is fill in the Free Returns label that you will receive within your order and simply attach it to the parcel and send it back to us.
We recommend that you obtain a proof of delivery from the Post Office just in case the parcel gets lost.
If you do not receive a Free Returns label within your order then please email us on email@example.com and we will send one out to you.
Once we have received your goods we aim to process all refunds within 5 working days.
Alternatively you can visit one of our stores to return or exchange your purchase, where this will be processed immediately.
We also offer a Free Returns Service via US Post (Excluding Canada). To return your item you will need to complete the Free Returns label that you receive within your order, attach it to the parcel and send it back to us.
If you do not have a Free Returns label you can email us using the ‘Ask a Question’ tab on our website and we will email your Free Returns label.
Once we have received your goods we aim to process your refund within 5 working days. Please note that it can take up to 21 days for us to receive your order and process the refund.
Rest of the World Returns
You will need to write on the parcel ‘RETURNED BRITISH GOODS’ and return the goods by Airmail ONLY. You will also need to pay for the cost of the shipping. If the reason for the return is due to an error made by T.M.Lewin we will then refund you the postage once we have received the goods.
Please send your returns to the following address:
All orders are despatched by Hermes or UK Mail and are sent via their packet post service.We provide tracking numbers for these orders.
Please allow 3-5 working days for delivery once you have received your despatch confirmation email. If the order has still not arrived after this time please contact our customer service team who will be very happy to help.
All our overseas orders under 2kg are sent via Air Mail. We do not provide tracking numbers for these orders. Anything over 2kg is sent via Courier Service or one of their partners, we will be able to provide tracking numbers for these orders on request.
Please allow 16 working days for delivery once you have recieved your despatch confirmation email. If the order has still not arrived after this time please contact our customer service team who will be very happy to help.
You can contact us using the Ask A Question Tab above and one of our team will be very happy to help you.
Please allow 12 working days for delivery once you have recieved your despatch confirmation email. If the order has still not arrived after this time please contact our customer service team who will be very happy to help.
All our European orders under 2kg are sent via Air Mail. We do not provide tracking numbers for these orders. Anything over 2kg is sent via Courier Service or one of their partners, we will be able to provide tracking numbers for these orders on request.
Please allow 5-7 working days for delivery once you have recieved your despatch confirmation email. If the order has still not arrived after this time please contact our customer service team who will be very happy to help.
* Special note for our Russian Federation customers - For all orders over 2kg we will endeavour to use the postal service that will reduce the possibility of customs fees. Due to customs restraints we often find that these shipments may take longer than 5-7 working days to arrive.
In order to meet the delivery timescales we promise on our website, we ship orders very quickly. Therefore, we do not offer the option to amend an order once it has been placed. You can of course request for the order to be cancelled; however, this must be done no longer than 2 hours after the order is placed. We cannot 100% guarantee cancellations for orders but will do our best to have it stopped before the order is dispatched.
You may be liable to pay import duty or tax on goods entering your country. Any additional charges must be paid by the customer. This excludes USA customers where we pay import duty on the customer's behalf.
We have NO control over these charges and are unable to predict if they are to go up or down in value.
Please note: It's a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union.
Is sent via Hermes or UK Mail. Please allow 3-5 working days for delivery. You can choose to have these orders shipped to a different address other than the billing address. There is tracking system available with this service on request. Cost - £4.95
NEXT DAY DELIVERY - Please note that this service is not available over the Christmas period
Is sent via UK Mail and will require a signature upon receipt. Orders must be placed by 4:00pm to be guaranteed to be received by the next working day. A tracking service will be provided for these orders on request. Cost - £8.95
Orders up to 2kg in weight are sent Airmail - we cannot provide a tracking number for these orders. Orders over 2kg are sent via a courier, we can provide a tracking number for these orders on request. Delivery costs are dependant on the value of the order and the country being delievered to. Please see table below for full details:
|DELIVERY ZONE||TIME TO DELIVER||ORDER VALUES||DELIVERY COST|
|Security: Some orders may be subject to passing our security checks which could delay despatch.|
Western Europe, US, Ireland
|5 to 7 working days||Up to £149||£8|
|£150 - £249||£15|
Rest of Europe, Russia,
Australia & New Zealand, Canada
Asia & the Middle East
|7 to 10 working days||Up to £149||£15|
|£150 - £249||£25|
Latin America, Central America, Africa
|7 to 10 working days||Up to £149||£25|
|£150 - £249||£40|
Some orders may be subject to passing our security checks which could delay despatch. Customers may be contacted by the Customer Orders department using the email address firstname.lastname@example.org If you still have any questions regarding our delivery service, please do email us at email@example.com
If you have chosen to have your shirts altered, you will need to allow an extra 3 to 5 working days for delivery
Yes, you can request sleeve shortening. Shirt sleeve alterations are charged at £8.00 per garment. We can shorten shirt sleeves by up to 3" inches (more than this is not recommended, as it will affect the shape and fit of the shirt). We undertake to fully dismantle then re-make the sleeve using the same procedures as in the creation of the original shirt - this is to ensure the garment satisfies our manufacturing standards.
In view of this process, you will need to allow an additional 3 - 5 working days in addition to normal delivery times to receive shirts with alterations.
Please ensure that the sleeve measurements are accurate as we cannot accept exchanges on altered items that are not faulty. See our sizing guide for information on how to determine your sleeve length
We are sorry but due to the fact we receive very few requests for both of the above we do not provide a service for either
Bust - Measure around the fullest part of your bust and across the shoulder blades.
Waist - Measure around natural waistline.
Chest - Measure the fullest part of the chest.
Where can I find your ‘Relaxed casual fit’ and ‘Casual fit’ shirts?
Our ‘Relaxed casual fit’ shirts are now known as ‘Casual regular fit’ and our ‘Casual fit’ shirts are known as ‘Casual slim fit’. While the names have changed, the fits are just the same, and you’ll still be able to find your favourite relaxed- or sleek-fitting shirts.
Inside leg - Measure from the crotch to the point at which your trouser is normally worn at the shoe.
Waist - Measure the natural waistline.
Collar - Place a tape measure around your neck. At the front of your neck allow two fingers to slip easily between your throat and the tape measure. This should allow for a comfortable fit. But this is a guide so allow for personal preference.
Sleeve length - First bring your elbow up to the same height as your shoulder. Now bend your elbow so that your upper and forearm is at an angle of approximately ninety degrees. You should be measured from the middle of the back (point A), along the back of the arm and around the elbow towards the wrist (point B). Choose where you would like your cuff to rest on your wrist and read the measurement at that point.
To find the catalogue code on your item please see the image below:
All orders delivered to UK addresses include VAT at the prevailing UK rate of 20%. Our VAT number is 685 2818 96.
Alterations/gift vouchers/gift boxes are charged at the UK VAT inclusive price.
We are happy to accept all major Credit and Debit Cards for purchases made online - Visa, Mastercard and American Express. We do not accept Solo or Electron.
You are also able to Post and Email in your orders:
Post - TM Lewin, One York Road, Uxbridge, UN8 1RN
Email - firstname.lastname@example.org
From time to time you may also be requested to pay for your orders by Bank Transfer - our bank details will be provided by our customer service team.
Once you have added the items you want to your basket, click on the ‘bag’ icon, you will see a box called ‘Enter Promotion Code’. This is where you enter your code and click on ‘apply’.
Check the date of expiry on the voucher and whether it can be used in conjunction with any other offers. If you are trying to use this along with another promotion, it will not work. If the promo code is valid and you are not using it in conjunction with another offer, please contact our Customer Service Team via live chat, email or phone.
Yes, we offer a gift box option for just £3.00 per box.
There is one size of gift box to fit one shirt with a tie and cufflinks, 2 shirts or 1 item of knitwear (therefore the 'Gift Box' option will only appear on any combinations of these products). Every box comes with T.M.Lewin branded tissue paper and purple ribbon. We are very sorry but we do not offer a gift wrapping service
Please note: To add a gift box, you must tick the 'Gift Box' option within your shopping basket and hit the 'Update Totals' button to include your gift box with your purchase before proceeding to checkout. We do NOT provide a gift wrapping service and that if you are sending a gift direct to the recipient, the invoice will be included and will show the price(s)