FAQs

Simply login to your account, head to My Details and change what you need. Please note that your preferred payment of choice can be selected at the checkout. We take fraud very seriously so customers will face validation and authorisation by us and card issuer.

Easy! Find the items you want and click to add them to your basket. Once you've got all you need, select the basket icon and proceed to checkout. Your account will automatically show any stored delivery and payment options to make ordering as easy as possible. If you don't yet have an account, you can register as part of the checkout process.

Check all of your details are correct and you’re good to go! We’ll let you know that your order is complete by sending you an email.

We will fire an email over to you once your items have dispatched. This will contain the delivery address and the goods that are on their way as well as more info!

Your Account will show any orders you have previously placed with us. They will show the status of the order. Click on the order you wish to view to check the current status. We will send you an email to let you know when your order has been dispatched. If your order does not arrive, please check if your parcel has been left somewhere safe such as with a neighbour, and then contact the customer service team via the contact form so that we can help. If you need any further information, contact our Customer Service team here.

We're sorry that this has happened and we will do what we can to make sure you get the best outcome. Please contact us to tell us more, if you can provide your order number, product name and details of the fault then this will speed up the process!

We have high standards when it comes to packaging your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

Please get in touch with our Customer Service team via the form on the By Tom Daley Store Contact page. We will review each case individually when considering the return of the product; in some cases, we may require further information so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

Please contact our Customer Service team via the by Tom Daley Merch contact form to arrange your return. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all
the necessary information to arrange the return.Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process
your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

We hope that you are entirely satisfied with your shopping experience with us. If however you are not satisfied with the way in which we have handled
the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and so we ask that you please contact our customer service representatives via the contact form.