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Last updated: 16 May 2026

This Privacy Policy explains how TOMZEE collects, uses, stores and protects your personal information when you visit our website, place an order, contact us, or use our services.

TOMZEE is operated by RBCGC Ltd, a company registered in England and Wales.

Company number: 14567787
Registered office: 20-22 Wenlock Road, London, N1 7GU, United Kingdom

For privacy or data protection questions, contact:

policies@bytomzee.com

1. Information We Collect

We may collect the following personal information:

• full name
• email address
• phone number
• billing address
• shipping address
• order details
• payment information
• IP address
• device information
• browser information
• website usage data
• cookies and analytics data
• messages or enquiries you send to us

We collect this information when you place an order, create an account, contact us, subscribe to marketing, browse our website, or interact with our services.

2. How We Use Your Information

We use your personal information to:

• process and manage orders
• take and confirm payments
• arrange delivery and fulfilment
• provide customer support
• handle shipping issues
• manage returns, refunds and replacements
• send order updates
• send delivery updates
• provide tracking information when available
• respond to enquiries
• prevent fraud and protect our business
• improve our website and customer experience
• comply with legal, tax and accounting obligations

3. Payment Information

We do not store full payment card details directly.

Payments are processed securely by third-party payment providers. These providers may collect and process payment information in order to complete your transaction.

4. Order and Service Emails

We may send you emails related to your order or customer service request, including:

• order confirmations
• payment confirmations
• delivery updates
• tracking information, where available
• order issue updates
• return updates
• refund updates
• replacement updates

These emails are necessary for managing your order and providing customer support.

5. Marketing Emails

We only send marketing emails if you have subscribed or given us permission.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting us at:

policies@bytomzee.com

6. Cookies and Analytics

Our website may use cookies and analytics tools to support:

• website functionality
• shopping cart functionality
• checkout functionality
• website security
• traffic analysis
• website performance
• user experience improvements

Cookies help us understand how visitors use our website and allow certain website features to work correctly.

You may be able to control or disable cookies through your browser settings. Some parts of the website may not work properly if cookies are disabled.

7. Legal Basis for Using Your Information

We process personal information where necessary for:

• performing a contract with you, such as processing and delivering your order
• complying with legal, tax and accounting obligations
• our legitimate business interests, such as fraud prevention, website improvement and customer support
• your consent, where required, such as marketing emails or certain cookies

8. Who We Share Information With

We may share personal information with trusted third parties where necessary to operate our business, including:

• payment processors
• couriers
• delivery providers
• suppliers
• fulfilment partners
• website hosting providers
• website platform providers
• analytics tools
• email service providers
• customer support tools
• legal advisers
• accounting providers
• professional advisers
• authorities, regulators or law enforcement where legally required

We only share information where necessary for the purposes described in this Privacy Policy.

9. International Transfers

Some service providers, suppliers, fulfilment partners or technology providers may process data outside the United Kingdom or the European Economic Area.

Where this happens, we aim to ensure appropriate safeguards are in place to protect your personal information.

10. How Long We Keep Your Information

We keep personal information only for as long as necessary for the purposes described in this Privacy Policy.

Order and accounting-related records may be kept for up to 6 years where required for legal, tax, accounting or business record purposes.

Certain information may be kept for longer where necessary for:

• disputes
• fraud prevention
• legal claims
• legal obligations
• enforcement of our terms and policies

Marketing data is kept until you unsubscribe or withdraw your consent, unless we need to keep limited information to respect your preferences.

11. How We Protect Your Information

We take reasonable steps to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.

However, no website, system or online transmission is completely secure. You are responsible for keeping your account details and login information confidential where applicable.

12. Your Data Protection Rights

Depending on your location and applicable law, you may have the right to:

• request access to your personal information
• request correction of inaccurate information
• request deletion of your personal information
• request restriction of processing
• object to certain processing
• withdraw consent for marketing
• request a copy of certain personal information
• complain to a relevant data protection authority

To make a privacy or data request, contact:

policies@bytomzee.com

We may need to verify your identity before responding to certain requests.

13. Children’s Privacy

Our website is not intended for children.

We do not knowingly collect personal information from children. If you believe a child has provided personal information to us, please contact us at:

policies@bytomzee.com

14. Third-Party Links

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices, content, policies or security of third-party websites. You should read their privacy policies before providing personal information.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

The version published on our website is the current applicable version.

If we make significant changes, we may update the “Last updated” date at the top of this page.

16. Contact

For privacy questions, data requests, or policy-related enquiries, contact:

policies@bytomzee.com

For order-related questions, shipping issues, damaged items, faulty items, incorrect products, returns, replacements or refunds, contact:

orders@bytomzee.com

Last updated: 16 May 2026

This Shipping & Returns Policy explains how TOMZEE handles order processing, delivery, returns, replacements and refunds.

By placing an order on our website, you agree to the terms below.

1. Order Processing

All TOMZEE products are prepared after an order is placed. Because of this, each order requires production time before it is dispatched.

Estimated production time:

3–10 business days

Production times may vary depending on the product, order volume, supplier availability, fulfilment partner processing times, busy periods, or other operational delays.

2. Delivery Areas

TOMZEE currently ships to:

• United Kingdom
• Europe

If your country is not available at checkout, we may not currently be able to ship to your location.

3. Estimated Delivery Times

Delivery times start after the production process has been completed and the order has been dispatched.

Estimated delivery times:

• United Kingdom: 2–7 business days after production
• Europe: 5–15 business days after production

These timeframes are estimates only and are not guaranteed.

Delivery may be delayed due to couriers, fulfilment partners, production partners, customs checks, import checks, busy periods, incorrect delivery information, or circumstances outside our control.

4. Tracking Information

Tracking information will be provided when available from the courier, supplier, or fulfilment partner.

Not all orders may include full tracking. If tracking is available, it will usually be sent to the email address used when placing the order.

5. Customs, Import Duties and Additional Fees

For orders delivered outside the United Kingdom, customers are responsible for any customs duties, import taxes, handling fees, or additional charges applied by their country, courier, or local authorities.

TOMZEE is not responsible for customs delays or additional fees charged after dispatch.

6. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order cannot be delivered because the address provided was incorrect, incomplete, or outdated, the customer may be responsible for any additional costs, including replacement, redelivery, or reshipping costs where applicable.

Please contact us as soon as possible at orders@bytomzee.com if you notice an address error after placing your order.

7. Order Changes and Cancellations

Orders can only be changed or cancelled shortly after being placed and before production begins.

Once production has started, we may not be able to cancel or modify the order.

To request an order change or cancellation, contact us as soon as possible at:

orders@bytomzee.com

We cannot guarantee that changes or cancellations can be made after an order has been submitted.

8. Lost Packages

If your package appears to be lost, please contact us at:

orders@bytomzee.com

We will investigate the issue with the relevant fulfilment partner and/or courier.

A replacement, refund, or other solution may be offered only after the issue has been reviewed and confirmed.

9. Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty, or incorrect item, please contact us within 14 days of receiving your order.

Email:

orders@bytomzee.com

Please include:

• your order number
• your full name
• clear photos of the product
• clear photos showing the issue
• a short description of the problem

We will review the issue and, if confirmed, may offer a replacement or refund depending on the situation.

10. Returns

Some TOMZEE items may include customer-selected personalisation, such as initials, a name, a short word, or personalised text added to the product.

Personalised TOMZEE items are made specifically to the customer’s selected personalised text, size, colour and chosen product options. Because of this, personalised items cannot be returned or exchanged for change of mind, wrong size selection, colour preference, personal preference, or because the customer entered the wrong personalised text.

Returns are only accepted for products that are confirmed to be faulty, incorrect, or damaged.

Customers should carefully check product details, size guides, colours, spelling, personalised text, and order information before placing an order.

This does not affect your statutory rights.

11. Size Issues

We do not accept returns or exchanges if the customer chooses the wrong size.

Please check the size guide carefully before ordering.

If the item received is incorrect, faulty, or damaged, please contact us within 14 days of receiving the order.

12. Physical Returns

A physical return is not always required.

TOMZEE will decide the appropriate solution after reviewing the information and photos provided.

If a physical return is required, we will provide further instructions by email.

13. Refunds and Replacements

If an issue is confirmed, TOMZEE may offer:

• a replacement
• a refund
• another suitable solution, depending on the case

Refunds, where approved, will usually be issued to the original payment method.

Processing times may vary depending on the payment provider or bank.

14. Non-Returnable Situations

We do not accept returns or exchanges in the following situations:

the customer changed their mind

the customer ordered the wrong size

the customer selected the wrong colour

the customer entered incorrect personalised text

the customer made a spelling mistake in the personalised text

the personalised item was made according to the customer’s selected options

the customer entered an incorrect or incomplete shipping address

the product has been worn, washed, used, damaged, or altered by the customer

the issue is reported after the allowed timeframe

the product matches the order details but the customer no longer wants it

This does not affect your statutory rights.

15. Contact

For order-related questions, shipping issues, damaged items, faulty items, incorrect products, returns, replacements, or refunds, contact:

orders@bytomzee.com

For general policy or legal questions, contact:

policies@bytomzee.com

Last updated: 16 May 2026

1. Are TOMZEE products prepared after I place my order?

Yes. TOMZEE products are prepared after your order is placed. This means production time is required before your order is dispatched.

2. How long does production take?

Production usually takes 3–10 business days before your order is dispatched.

Production times may vary depending on the product, order volume, supplier availability, fulfilment partner processing times, busy periods, or other operational delays.

3. Where does TOMZEE ship?

TOMZEE currently ships to:

• United Kingdom
• Europe

If your country is not available at checkout, we may not currently be able to ship to your location.

4. How long does delivery take?

Delivery times start after production has been completed and your order has been dispatched.

Estimated delivery times:

• United Kingdom: 2–7 business days after production
• Europe: 5–15 business days after production

These timeframes are estimates only and are not guaranteed.

5. Do you offer tracking?

Tracking is provided when available from the courier, supplier, or fulfilment partner.

If tracking is available, it will be sent to the email address used at checkout.

Not all orders may include full tracking.

6. Can I change or cancel my order?

Orders can only be changed or cancelled shortly after being placed and before production begins.

Please contact us as soon as possible at:

orders@bytomzee.com

We cannot guarantee that changes or cancellations can be made after an order has been submitted.

7. Can I return an item if I change my mind?

We do not accept returns for change of mind, wrong size selection, colour preference, personal preference, or customer input mistakes on personalised items, unless required by law.

Some TOMZEE items may include customer-selected personalisation, such as initials, a name, a short word, or personalised text added to the product. Personalised items are made specifically to the customer’s selected options and cannot be returned or exchanged unless the item is faulty, damaged, or incorrect.

Customers should check product details, size guides, colours, spelling, personalised text, and order information carefully before placing an order.

8. Can I exchange an item for a different size?

We do not accept size exchanges if the customer ordered the wrong size.

For personalised TOMZEE items, customers must check the size guide and personalised text carefully before placing the order. Once a personalised item is made according to the selected options, it cannot be exchanged for wrong size selection, spelling mistakes, or personal preference, unless the item is faulty, damaged, or incorrect.

If the item received is incorrect, faulty, or damaged, please contact us within 14 days of receiving your order.

9. What should I do if my item arrives damaged, faulty, or incorrect?

Please contact us within 14 days of receiving your order at:

orders@bytomzee.com

Please include:

• your order number
• your full name
• clear photos of the item
• clear photos showing the issue
• a short description of the problem

We will review the issue and, if confirmed, may offer a replacement, refund, or another suitable solution depending on the case.

10. What happens if my package is lost?

If your package appears to be lost, please contact us at:

orders@bytomzee.com

We will investigate the issue with the courier and/or fulfilment partner first.

A replacement, refund, or other solution may be offered after the issue has been reviewed and confirmed.

11. What happens if I enter the wrong shipping address?

Customers are responsible for entering a complete and accurate shipping address at checkout.

If the address is incorrect, incomplete, or outdated, the customer may be responsible for replacement or reshipping costs where applicable.

Please contact us as soon as possible at:

orders@bytomzee.com

12. Do I have to pay customs or import fees?

For orders delivered outside the United Kingdom, customers are responsible for any customs duties, import taxes, handling fees, or additional charges applied by their country, courier, or local authorities.

TOMZEE is not responsible for customs delays or additional fees charged after dispatch.

13. Why is my order delayed?

Orders may be delayed due to production partners, fulfilment partners, couriers, busy periods, customs checks, import checks, incorrect delivery information, or circumstances outside our control.

If you have concerns about your order, contact us at:

orders@bytomzee.com

14. How can I contact TOMZEE?

For order-related questions, shipping issues, damaged items, faulty items, incorrect products, returns, replacements, or refunds, contact:

orders@bytomzee.com

For general policy or legal questions, contact:

policies@bytomzee.com

15. Can I return a personalised item?

No. Personalised TOMZEE items are made specifically to your selected personalised text and chosen options. Because of this, they cannot be returned or exchanged for change of mind, wrong size selection, spelling mistakes, incorrect personalised text entered by you, or personal preference, unless the item is faulty, damaged or incorrect.