Shipping and returns
Where is my order ?
Once your order has been placed, you will be sent an order confirmation email. You will then receive a shipping confirmation email that includes your tracking number.
Orders placed from Monday to Friday by 12.00pm are shipped the same day. Orders placed after 12.00pm are shipped the next business day. Orders placed Saturday and Sunday, will ship out the following Monday.
When will my credit card be charged ?
Your credit card will only be charged when your order is shipped. Pending charges may immediately appear on your credit card statement as a we need to verify your account.
Can I make a change to my order such as the shipping method or the product size ?Mistakes happen. Contact our Customer Service team as soon as possible via firstname.lastname@example.org, and we will do our best to help you with your request. Please note that as we aim to ship your order as soon as possible, we might not be able to make the requested change.
How do I track my order ?
To track your order, log into your account and select the order that you wish to track.
What about international deliveries ?
Import duties and taxes on international orders may be applied to your shipping cost. Unfortunately, we can’t predict what they may be and have no control on it. Please contact your local customs office for additional information. Please note that TOM GREYHOUND is not responsible for any delays caused by destination customs clearance processes.
Do you offer same-day delivery ?
We know that you can’t wait to receive your order. If you are in Paris, place your order before 1pm from Monday to Friday and we will make sure your order arrives on the same day.
You can also choose to be delivered another day, up to seven days in advance.
How long do I have to return an order ?
You have 14 days from the delivery date to create your return. Select the order you wish to return on your Account. Click on Create exchange or return and follow the steps. You will then receive a confirmation email with returns instructions.
Please make sure that your return matches our Returns Policy.
Once you have created your return, you will be able to arrange a pick-up wherever you are, free of charges.
How much will my return cost ?
You have the right to not be satisfied with your order. Tom Greyhound offers free return for all orders.
When will I receive my refund ?
If your return matches our Returns Policy, it will take up to 10 business days to receive the refund on your account. Please note that the return will be issued to the original payment method that you used to place the order.
Outside the EU, customs duties and taxes are non-refundable.
Can I return or exchange my items directly at Tom Greyhound’s retails stores ?
Returns and exchanges can be made directly at Tom Greyhound Paris store. Simply bring your items within 14 days from date of delivery to the store with your order confirmation email and our shop’s team will take care of the next steps.
Please note that you are not able to return your orders at Tom Greyhound Seoul stores.