Customer Care

Excellence in Service & Professional Support

Last updated: January 2026

At TOFT Ltd, we take great pride in delivering excellent customer service alongside our high-quality sportswear. Whether you’re an individual athlete, a club representative, or a corporate partner, we value all of our customers and are committed to providing clear communication, prompt assistance, and professional support.

The purpose of this policy is to outline how you can contact us, how we manage enquiries and complaints, and the level of service you can expect from our team.

1. Our Commitment to You

We believe that exceptional products deserve exceptional service. When you contact TOFT, our Customer Care Team will aim to:

  • Respond promptly, courteously, and helpfully to every enquiry.
  • Resolve most issues within a reasonable timeframe (usually within 2–3 working days).
  • Provide transparent communication regarding product enquiries, orders, or after-sales matters.
  • Handle all complaints fairly, confidentially, and in accordance with UK consumer protection laws.

2. How to Contact Us

There are several convenient ways to reach our Customer Care Team:

By Email

General: sales@toft.co.uk

Support: customercare@toft.co.uk

By Telephone

+44 (0)1234 567890

Mon-Fri, 9am - 5pm (UK Time)

By Post

TOFT Ltd, Unit 1, 73 Hanworth Road, Hounslow, England, TW3 1TT

3. Response Times

We aim to respond to all email enquiries within 1–2 working days. More complex issues — such as replacement approvals, product customisation queries, or courier investigations — may take up to 5 working days while we gather all relevant information.

4. Complaints Handling Process

We want every experience with TOFT to be positive. If you are dissatisfied, please follow our structured resolution process:

Step 1 Initial Contact: Email customercare@toft.co.uk with your order number and issue details.
Step 2 Acknowledgement: We will acknowledge your complaint within 2 working days.
Step 3 Review & Resolution: We aim to resolve all complaints within 10 working days.
Step 4 Outcome Confirmation: We will contact you directly to confirm the agreed actions.

5. Service Standards

You can expect the following from the TOFT Customer Care Team:

  • Clear, accurate information in all communications.
  • Professional, friendly service.
  • Full confidentiality of your data, handled in compliance with UK GDPR.
  • Continuous improvement based on your feedback and experience.

6. Feedback & Improvement

We welcome constructive feedback regarding our products, services, and website experience. Your input helps us evolve and maintain the high standards that TOFT customers expect. Share your thoughts at feedback@toft.co.uk.