Online shop terms and conditions

Business Information
Owner: Arron O'halloran
Business Name: Tower and Townhouse
Address: 25 Broad Street, Portsmouth, PO1 2JD

Privacy Statement
We value your privacy. Tower and Townhouse only uses your personal details to process orders, manage deliveries and returns, and send marketing emails if you have specifically opted in to receive them. We never sell your personal data to third parties.


Product Compliance & Cosmetics
Because some products are cosmetics carrying our branding, we confirm with our suppliers who the UK Responsible Person is and that each cosmetic product has been properly assessed, labelled and notified before sale. This may be handled directly by our suppliers, but we only work with partners who meet these legal requirements.


Delivery, Returns & Frequently Asked Questions
We want shopping with Tower & Townhouse Bath & Body to be simple and enjoyable. Here you’ll find answers to the most common questions about ordering, delivery and returns.

Online shop terms and conditions
Where do you deliver?
We currently deliver to UK addresses.
Unfortunately, we are not currently able to deliver internationally.
If we cannot deliver to your address, we will contact you and provide a full refund.

How much is delivery?
Delivery charges are clearly displayed at checkout before you make payment.
Occasionally, larger or heavier pieces may have a different delivery charge. This will be shown before you complete your purchase.

How long will my order take to arrive?
Most orders arrive within approximately 3–7 working days.
Some larger, handmade, seasonal or specially sourced items may take a little longer. If an item has a different delivery time, we will explain this on the product page or contact you after your order is placed.
Delivery times are estimates and may occasionally be affected by circumstances outside our control.

Will everything arrive together?
Not always. We carefully source our collection from a number of different suppliers, so items from the same order may occasionally arrive in separate parcels.
You will not be charged any additional postage when we split an order into more than one delivery.

How will I know when my order has been dispatched?
We will send you an email when your order has been dispatched. Tracking information will be included whenever it is available.
Please check that your email address and delivery information are correct when placing your order.

What happens if my order is delayed?
If your order has not arrived within the expected timeframe, please email us at info@towerandtownhouse.co.uk with your name and order number. We will investigate the delivery and keep you updated.

Can I change or cancel my order?
Please contact us as soon as possible at info@towerandtownhouse.co.uk.
If your order has not entered the dispatch process, we will do our best to change or cancel it. Once an order has been dispatched, it will need to be handled as a return.

What should I do if my item arrives damaged or incorrect?
We’re very sorry if something is not right.
Please email info@towerandtownhouse.co.uk as soon as possible, preferably within 48 hours of delivery, with:
• Your name and order number
• A description of the problem
• Clear photographs of the item, packaging and delivery label
Photographs help us resolve the problem more quickly. Reporting an issue outside 48 hours does not affect your statutory rights.
If an item is faulty, damaged or incorrect, we will arrange an appropriate replacement, return or refund and cover any reasonable return postage costs.
Please do not return an item to the address shown on its original parcel without contacting us first. As items may be dispatched from different locations, this may not be the correct returns address.

What if I simply change my mind?
We hope you love your purchase, but we understand that sometimes an item is not quite right.
You may tell us that you wish to cancel your purchase within 14 days beginning the day after you receive your order. You then have a further 14 days to return the item.
To begin a return, email info@towerandtownhouse.co.uk with your name, order number and the item you wish to return. We will provide the correct returns instructions and address.
Items must be returned in a resaleable condition, with their original packaging, accessories and labels wherever possible.
Customers are responsible for change-of-mind return postage. We recommend using a tracked service and keeping proof of postage, as the parcel remains your responsibility until it reaches the returns address.

Are any products excluded from change-of-mind returns?
Unless faulty, we cannot normally accept returns of:
• Personalised or made-to-order products
• Perishable products
• Sealed products that are not suitable for return for health or hygiene reasons once unsealed
• Gift cards that have already been used
This does not affect your legal rights if a product is faulty, damaged, not as described or unfit for purpose.

When will I receive my refund?
Approved refunds will be made to the original payment method.
For change-of-mind returns, we will process the refund within 14 days of receiving the returned item or receiving acceptable evidence that it has been sent back.
We will refund the product price and the cost of our least expensive standard delivery option. Additional amounts paid for premium or express delivery are not refundable.
We may make a reasonable deduction if an item has been handled more than would normally be permitted when examining it in a shop.
Your bank or payment provider may take additional time to display the refund.

Can I exchange an item?
We do not currently offer direct exchanges. The simplest option is to return the original item for a refund and place a new order.

Can I return an online purchase in person?
Online returns must follow the returns instructions provided by email. Please do not take or post returns to another Tower & Townhouse address unless we have specifically asked you to do so.

Still need some help?
We’ll be happy to help.
Email: info@towerandtownhouse.co.uk
Please include your order number whenever possible so we can deal with your enquiry quickly.