THIS HELP SECTION IS FOR OUR UK STORE

Most Popular Questions

You'll find answers to our most common questions here - because we know ourselves how hard it is buying clothes when you're tall.

WHAT DELIVERY OPTIONS DO YOU OFFER ?

STANDARD UK DELIVERY IN AROUND 3-5 WORKING DAYS costs £4, FREE to a UK address if you spend £100*

EXPRESS UK DELIVERY IN 1-2 WORKING DAYS is available for an EXTRA £2.50. You can select this upgrade during the checkout. It isn't available to a few remote and non-mainland postcodes - list below.

You need to order by 3:00pm for express delivery (Monday to Friday)  We don't dispatch or deliver over the weekend or on bank holidays (see dates below) *

We will send you an e-mail to confirm that we have received your order, and a second once we've dispatched it, which will contain details of the courier we've used and your tracking number.

Standard delivery normally takes around 3-5 working days via Royal Mail's tracked service. You'll get an email from Royal Mail the day it's due to be delivered. We quote 3-5 days as the typical delivery time, which we constantly monitor, and find that the vast majority of orders are delivered within 3 working days. However, in exceptional circumstances, it can take up to 14 working days for Royal Mail to deliver. If you miss your Royal Mail delivery, you can re-arrange delivery (link below) or pick it up from your local depot; please ensure you do this within 14 days or it will be returned to us.

Express delivery is via Fedex or Parcelforce dependant on your location, the weight of your order, and what time you place your order. Express deliveries may require a signature on delivery. They will usually be delivered during the working day (8am until 6pm but may be later at busy times such as after Black Friday). If you're not in, we ask them to leave it with your next door neighbour if possble, but this is at the drivers discretion. If you don't want this to happen, please let us know before we ship your order. All our couriers use texts and/or emails to notify you about your delivery. If you're out, they will leave instructions via a card or email/text message to re-arrange delivery (links below), or details on how to collect it from your local collection point. Please ensure you do this within 7 days or your parcel will be returned to us.

Need to re-arrange a delivery ? You can use these links if you've missed your delivery and need to re-arrange:

Fedex link 0345 600 0068
Parcelforce link 0344 800 4466
Royal Mail link 03457 740 740

* We're not shipping on the following UK bank holidays in 2024: 1st+2nd  Jan, 29th Mar, 1st Apr, 6th+27th May, 26th Aug, 25th+26th Dec

Express delivery isn't available to the following remote postcodes: AB31-56, BF, BT, DG3-9, FK17-21, G63, HS, IV, KA27-39, KW, PA10-99, PH10-50, PO30-41, ZE

(for GY and JE postcodes see international)

* You qualify for our free standard delivery offer if you spend £100. If you then return items which reduce the total spend to less than £100, we'll make a deduction of our standard delivery from your refund. This means the price you'll pay is the same as if you'd only purchased the items you're keeping.

Still need help ? Please feel free to get in touch

Please note, we are unable to deliver to a PO Box or BFPO address. Please supply a physical street address.

While we do everything in our power to dispatch your order for delivery within the time frames quoted above - sometimes things happen - road works, bad weather, systems failures, traffic accidents etc, which mean that in exceptional circumstances, delays can occur for reasons outwith our control, and therefore delivery times cannot be guaranteed. If your express delivery arrives late because of a failure of the courier, we'll refund the additional charge you paid for that delivery service.

The information on this page relates to product prices only. Delivery costs and gift vouchers don't count towards your purchase total.

DO YOU OFFER EXPRESS DELIVERY ?

We offer a EXPRESS delivery service via Fedex or Parcelforce to most of the UK, excluding a few remote/offshore locations. 

You'll be offered it as an option during the checkout process if it's available for your postcode. The expected delivery date will be displayed during the checkout process, taking into account the time of day you placed your order, and the day of the week. 

This service is Monday to Friday only. Orders placed after 3:00pm on Friday, and over the weekend will be dispatched on Monday (excluding bank holidays).

Express delivery isn't available to the following remote postcodes: AB31-56, BF, BT, DG3-9, FK17-21, G63, HS, IV, KA27-39, KW, PA10-99, PH10-50, PO30-41, ZE

HOW DO I TRACK MY ORDER ?

When you place an order, we'll send you an email to confirm all the details; the products you've purchased and the sizes, together with the delivery address etc.

Then, once we process and dispatch your order, we'll send you a second email which will contain information about the carrier we've used, and the tracking number.

The link on the email will take you to the couriers website, so you can check the latest status, and estimated delivery date of your shipment. 

We recommend that you check this information on the couriers site on the morning of the expected delivery date, in case there are any unexpected delays.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE ?

In the UK, we offer standard and express delivery services.

During the checkout process, we'll display an estimated (not guaranteed) arrival date.

WHERE CAN I FIND A SIZE GUIDE FOR YOUR PRODUCTS ?

The products we sell are designed by us to fit tall slim and athletic builds, and so aren't the same as the sizes you'd find in a big and tall store. Our sizes are the same as regular high street sizes, but longer !

You'll find general advice on how our products are sized here :

Size Guides

On each product page, we publish detailed sizing, including measurements, so you can compare them with something you already own that fits.

We also supply detailed measurements for the models we use, so you can compare them to your own measurements for guidance. 

And because we're tall guys too, and understand the struggle, you can always contact us if you need to know more. 

WHAT IS YOUR RETURNS POLICY ?

We offer a 30 day returns window for all purchases.

At Christmas, we extend our returns window so that orders placed after 1st November for gifts can be returned for an exchange or refund before the end of January.

HOW DO I RETURN A PRODUCT ?

For UK customers, we offer a FREE tracked returns service via the Post Office for all orders. 

Please read this page fully - it contains return instructions and answers many common questions you may have.

If you require any advice with sizes, or the way products fit - it’s probably best to give us a call, as the more we know about you, the more we can help.

Exchanges - If you wish to exchange goods (for instance swapping a size 13 for a size 14) please note the details on the returns form – including details of the new size/colour etc. You can also exchange it for a different product – just let us know on the form (please use the product code to identify the product). If you're exchanging for an item that's more expensive, we'll email you with details on how to pay the difference in price. If it's cheaper, we'll refund the difference. If you're exchanging a suit, you only need to return the part you want to exchange, e.g. the trousers, and not the whole suit.

There is no re-delivery charge for exchanges to a UK address using standard delivery. We'll deliver an exchange to the same address as your original order (including click and collect if you originally used this method), unless you tell us otherwise. We'll send you an email when we dispatch your exchange with tracking information. 

If your return is urgent, we'd recommend placing a new order, then returning your original for a refund, as this will be faster. 

Refunds - If the goods are unwanted, we’ll refund the cost of the items, but not the delivery costs. Goods purchased as a set, e.g. 2 and 3 piece suits, can only be refunded when returned as a complete set as purchased. Your refund will be credited to the credit/debit card or PayPal account you originally used. If we can’t refund you (for example PayPal impose time limits for refunds) we'll issue you a gift voucher instead. Orders paid by gift voucher will be refunded back to the original voucher code. Once we receive your return, you can normally expect the refund within 2-3 working days, but please allow up to 14 days at busy times such as after Christmas. We will send you an email to confirm that we have completed your refund. 

The item you return must be:

suitably boxed or bagged to protect your return in transit

don't stick returns labels onto shoe boxes, or we won't be able to accept them.

unworn and unwashed, and complete with all original tags/labels/shoe boxes etc (don't worry if a bag is ripped)

in a condition fit for immediate re-sale

If any returned goods do not meet these standards, unfortunately we cannot accept them.

Our mailing bags are designed to be re-used if you need to make a return.

Our returns service is fully tracked for your peace of mind, and so every returns label is unique to you. Please don't print more than one copy of your Royal Mail label or the Post Office will refuse it. If you need to return more than one parcel, please contact us for guidance first.

You can return more than one product or order in one bag/box, as long as the paperwork for each order is inside.

CLICK HERE TO CREATE YOUR FREE UK RETURN LABEL

(link takes you to our returns page on the Royal Mail website)

Complete the returns form (printed on the back of your receipt) and include it with your return. If you've lost your original receipt, you can download a PDF copy here

Free returns are only available to UK customers via the post office – we allow one free return per order. When you create your return label, the Royal Mail website will show you where your closest Post Office is located.

Royal Mail can now collect your return from your home for a small charge. You can find full details of this service here

Drop your return off at your local post office. You MUST obtain a proof of posting. You can also use a parcel post box to drop-off a return - find your closest one here. If you use a parcel postbox, please take a photo of your returns label, so you have the tracking number if required.

If you don't have a printer, don't worry - your return label will be emailed to you so you can print it later. Alternatively, most post offices can print it for you. There's a QR code on the email you'll get from Royal Mail - show them this on your phone at the Post Office and they'll be able to print your label. 

Your return will usually take around 3 working days to reach us using our returns service.

We aim to have your return processed within 2 working days of us receiving it, but please allow up to 14 days during busy times (e.g. December/January). If you'd like to check that your item has been received, please enter the tracking number from the Royal Mail label/Post Office receipt into the Royal Mail website here. We will send you an email confirming your refund/exchange once we process it.  

Please note that if your original order qualifies for a free or discounted delivery offer, but you then return items which reduce the total spend so you no longer qualify, we'll make a £4 deduction from your refund for standard delivery. This means the price you'll pay is the same as if you'd only purchased the items you're keeping.

If you'd prefer to make your own arrangements to return goods to us, please send them to:

2tall.com Customer Returns
Wellington Circle
Aberdeen
AB12 3JG

Got a problem with a product ? Very occasionally you may have a problem with something you've purchased from us. If you do, don't worry, please get in touch before you start to make a return, and we'll take care of it.


Your statutory Cancellation Right (Consumer Contracts Regulations 2013)

You have the statutory right to cancel your order for any reason within 14 days starting the day after you receive the item. You must return goods at your own expense. To exercise your cancellation right please email hello@2tall.com or write to 2tall.com, Wellington Circle, Aberdeen, AB12 3JGPlease see our terms and conditions for full details.

HAVE YOU RECEIVED MY RETURN ?

Your return will generally take around 3 working days to reach us once you post it.

To confirm that your parcel has arrived, please enter the tracking number from your Royal Mail email or Post Office receipt into the Royal Mail website here:

TRACK MY ROYAL MAIL RETURN

We can't confirm that your return has arrived, as we don't know the tracking number that's on your post office receipt, so the first notification you'll get from us will be when we process your return.

This is normally within 2-3 working days of us receiving your parcel, but can take longer after busy periods such as Christmas or black Friday, so please allow up to 14 days to hear from us. We will send you an email once we've processed your return, which will either confirm that we've shipped an exchange to you (along with the new tracking details) or notify you that we've processed a refund.

DO YOU SHIP INTERNATIONALLY ?

You're currently on our UK store and will only see delivery options to UK addresses.

Our US Store offers shipping options to the USA and displays prices in $ USD.

Our EU Store displays prices in € euros, and delivers to the following countries:

  • Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden.
  • Our Rest of World Store delivers to the following countries:

  • Australia, Canada, Gibraltar, Hong Kong, Japan, Jersey, Montenegro, New Zealand, Norway, Saudia Arabia, Singapore, Switzerland.
  • On a desktop, click the flag on the top right of the screen to change to a different store. On a phone, the option is at the bottom of the main menu.

    Please note that switching stores will remove the contents of your basket.

    WHY HAS MY PAYMENT BEEN DECLINED ?

    When you place an order on our site, our checkout connects with your bank, to request the value of your order in real time.

    Your bank may validate the transaction in a number of ways; it generally happens behind the scenes, and you'll not notice anything, or they might display a window and ask you to input a code number which they'll text you, or use their app to generate (exactly how it happens depends on your bank)

    This window is generated into our checkout by your bank - we can't see this window, don't know what details they will ask you, and can't see your response, we'll just get an approved or declined message.

    Our site has supported these latest global security standards (called 3DSv2) since late 2020 when they became mandatory across Europe. However, some countries lag way behind these standards, and so by default just decline any transaction from another country.

    If this happens to you, we'd recommend calling them to advise you're trying to place an online order with a UK store, and they should then be able to approve it for you. Please note that we can't recover a transaction once it's been declined, so you'll need to place your order again after you've spoken to them. Your items will remain in your basket until they are successfully checked-out.