FAQs

Orders & Delivery

I haven't received my order yet. What's going on?

Oh no! Don't worry - we'll absolutely make sure you receive it one way or another! Hope you won't mind first waiting two weeks (for UK deliveries) or four weeks (international) just in case it turns up (they normally do)? It might also be worth checking your neighbours haven't received a package on your behalf. Do make sure you received an order confirmation email on the date of purchase, as sometimes people think they've made an order with us when in fact the transaction didn't go through! Once you've ticked off all of the above, please email us on [email protected] and include your order number from the confirmation email. We'll get it sorted!

Can I change the billing address of my order?

In short, you probably don't need to, assuming your order went through OK and you received a confirmation email! Your 'billing address' is one of a number of details your bank or card provider checks before approving your order, but they're more concerned about things like your name and CVC number being correct, so often approve a transaction even if the billing address isn't a match. So if you reached the order confirmation page and received the confirmation email, you can be sure the transaction went through fine and there's no need to let us know to change the billing address. If the order is a gift and you want the recipient to see it's from you, then including a gift message with your order will show them that (the billing address doesn't appear on the packing slip).

If I make my order now, when will it arrive?

Your order should arrive within 2-4 working days in the UK (but is often within just a day!). European and international orders can often take two weeks, depending on the distance. For more info, please check our delivery page.

How is Brexit affecting deliveries?

The EU has created a system called Import One-Stop Shop (IOSS) which allows EU and non-EU sellers to pay VAT on behalf of their customers. You don't have to worry about unexpected charges to retrieve your order as these will be subsequently paid by us. We hope that this will help give our EU customers some confidence in ordering from us. Should you face any unexpected VAT or custom charges, please do not hesitate to contact us on [email protected] Thank you for your understanding while we try to navigate the complexities of the new trading regime!

Are all your products still available?

If an item is available to purchase on the website, then we have it in stock. We've weathered recent supply problems quite well, due to our UK-based supply chains. While we know stock is coming, we don’t always know exactly when, which is why you’ll find some of our products may be out of stock but coming soon. You can email us on [email protected] if there's a particular item you want that says it's out of stock, and we'll be sure to follow up once it's available again.

Do you ship internationally?

Yes, we do! For more info, please check our delivery page.

Returns & Complaints

What is your return policy?

We have a 100-day no questions asked returns policy.

I've received the wrong item! What should I do?

Oh no! In the unlikely event you accidentally receive an item different to the one you ordered, please contact us on [email protected] and we'll sort it out for you.

Designs

I have a design idea for a tea towel! Can I send it to you?

Our designs are normally made in house by our creative team, but we’d love to hear your suggestions. We have a dedicated page for submitting design ideas here.

Collaborations

I have an event and would love to make Town Towels a part of it.

We'd love to hear about your event. Please email us on [email protected] with more information and we'll get back to you as soon as possible.

I love your products! How can I help?

We're glad you love our products. If you’d like to do more, please share our website with your friends and family, like our page on Facebook, and sign up to our email list. We're also on Instagram and follows are greatly appreciated! Your photos with our tea towels in action mean the world to us, so when you brag about them on social media, don’t forget to tag us @towntowels

I’m a designer. How can we work together?

Our designs are normally made in house by our creative team, but we’d love to hear from talented British designers with a style that might work for Town Towels. Send us an email with your ideas to [email protected]

Wholesale

Do you do discounts for wholesale orders?

Yes, we do! For UK wholesale enquiries, please email us on [email protected], and we’ll forward you our terms and conditions.

Do you do sale or return?

We don’t do sale or return at the moment. Send us an email to [email protected] for more wholesale information.

General questions

Why aren't your tea towels cheaper?

We wish we could sell them for less, but we insist on paying anyone who works for us at least a living wage, ethical UK manufacture rather than in China, top quality organic fabrics and no-fade, reactive inks, as well as first class design involving hours of research. They are not your average tea towel by a long way.

How do I wash my tea towel?

Both our cotton and linen tea towels should be washed at 40 degrees Celsius max. Here's a comprehensive article with all the information you need to take care of your tea towels, from our friends at Radical Tea Towel.

I don’t want to receive your emails anymore. How do I unsubscribe?

We’re sorry to see you go! If you no longer wish to receive our emails, you should find a link at the bottom of our radical history emails to 'unsubscribe'.

Do you have any retail outlets?

Some museums and bookshops carry a few of our products, but we don't have a physical retail shop at the moment.

Where do the profits of the business go?

We're a brand new business here at Town Towels, so we're still working towards profitability! When that does happen, profits will be shared among family founders, but only after we've paid everyone else involved in the business including suppliers, freelancers, staff and also made donations to good causes. We pay all taxes due (including VAT and corporation tax) and we also make sure our suppliers pay decent wages and meet high ethical standards.

Other queries

For all other queries not listed here, please contact us on [email protected]