Returns & Exchanges

Ted wants you to be happy with your order. If you're happy, Ted's happy.

If, for whatever reason, you're not completely satisfied, you have 14 days to return items for a refund or exchange.

Conditions of return

Ted wants you to be happy with your order: If you’re happy, Ted’s happy. To make life as easy as possible, you just need to check the relevant section on this page and follow the instructions. However, please be aware that we can only accept your goods if they are returned in accordance with this policy. 

The goods must be returned unwashed, unworn with all labels and tags left attached. Ted asks that you try the garment when you are not wearing fragrance, deodorant or make-up to avoid leaving marks or scent. Footwear will only be accepted if returned to us unworn and in its original unmarked and undamaged box. Goods will not be accepted if they are returned in any other condition. 

Swimwear cannot be returned unless their hygiene stripe is attached. Underwear, briefs, earrings, personal grooming products, tailored or personalised goods are non-returnable. Unfortunately, bridal, fine jewellery and rugs cannot be return to store.

Lingerie may only be returned in original condition. For health and hygiene reasons we are unable to exchange or refund lingerie unless tags are still in place and packaging remains undamaged. Please ensure that briefs are tried on over your own lingerie, we will not accept returns that have been damaged or worn.

Items with a seal tag will only be accepted where the seal tag remains attached and undamaged. Goods will not be accepted if they are returned in any other condition. 

Ted’s Box Sets may only be returned by Post or Collect +. Ted’s Box Sets will only be accepted if each item (including both cinema tickets) originally contained in Ted’s Box Set is returned and in its original condition.

If you are eligible, we can only process a refund with proof of purchase onto the original card used to pay for the goods. If you paid using a gift card, we will refund the amount onto a gift card. As long as you send the goods back to us in accordance with the Conditions of Return, Ted will refund your order within 14 days of receiving the goods. Customers in the EU will also have the cost of standard delivery refunded.

 

Your right to cancel

You have the right to cancel your contract within 14 days of receipt of the goods. The easiest way to do this is to return the goods to us (making sure they are returned in accordance with “Conditions of Return”, above). If you are unable to return the goods to us before the 14 day period has expired you need to let us know of your intention to cancel within the 14 day period.

Click here for information on how to cancel.  

Exchanges

You have 14 days from the date of receiving your goods to request an exchange. Upon receiving your goods, we will send you the new exchanged items within 14 working days. Any items sent for exchange must be in accordance with the Conditions of Return and be accompanied by your delivery note. To find out how to exchange your goods click here.

 

Complaints Procedure

Ted tries his best to ensure that you do not have any complaints – in the rare occasion that you do, please contact Ted’s Customer Services team who will try and resolve any issues. If Ted is does not resolve your issue within 8 weeks or you are not satisfied with the outcome, you can seek free and independent resolution from Consumer Dispute Resolution:

Consumer Disputes Resolution
286 Euston Road
London
NW1 3DP

Email: enquiries@cdrl.org.uk

Web: www.cdrl.org.uk

Tel: 0203 540 8063

Alternatively, as long as you have filed your complaint with Ted first you may be eligible to use the European Commission’s Online Dispute Resolution platform (“ODR Platform”). However, please note that as Ted has agreed to be bound by the decisions of Consumer Dispute Resolution all complaints lodged on the ODR Platform will be automatically re-directed to them.