Customer Service

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Customer service contact details

We are focusing all of our efforts on resolving all queries in our email backlog which means we are unable to take calls or live chats at the moment. Please rest assured that if you submit a request we will get back to you as soon as possible.

Send us a request anytime here: Submit a Request

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Returns details

We're experiencing delays to our returns & refunds

Unfortunately due to the ongoing situation with Covid-19 and related quarantine checks and enhanced hygiene regimes in our warehouse, we are seeing some delays in returns and refunds. We want to assure you that we are working hard to process these as quickly as possible, while keeping everybody safe, and that as a minimum we would ask you to please allow 14 working days for your refund to be processed. We apologise for any inconvenience at this time and we appreciate your patience.

Returns Policy

At T.M.Lewin we will guarantee a refund if you are not completely satisfied with your purchase or you have changed your mind within 90 days of receipt. The items must be unused and still in its original packaging with tags attached and must not be altered.

Refunds will be credited back to your original method of payment. Any orders paid by split payment (part gift card, part other payment) will be refunded on to a gift card first and any remaining amount will be paid back to the other payment method originally used.

If you return your purchase via post after the 90 days (with the exception of faulty or damaged goods) we reserve the right to not offer you a refund and your items will be returned to you.

To return an item please visit our returns page.


We do not offer refunds or exchanges, unless faulty on the following items:

  1. Underwear
  2. Delivery Charges (when only a part order is returned)
  3. Any altered items

Gift Cards are non-returnable and refundable.

  1. If you have your original receipt or delivery note we are happy to refund you back on to the original method of payment as long as it is within the 90 days return policy
  2. All returns must be unused and in its original packaging with all tags attached unless faulty
  3. We are unable to return or exchange any altered item
  4. Any items returned after 90 days of receipt (with the exception of faulty items or damaged goods) will be returned to you
  5. For online orders we will refund the standard delivery charge provided that you return the FULL order. If you are only returning part of the order then we will only refund the cost of those items
  6. This does not affect your statutory rights

If you would like an exchange, we recommend you place a new order online and use the returns process through one of our stores or by post.


We will happily return or exchange any shoes bought at T.M.Lewin, however they must be returned to us in its original saleable condition. We therefore ask that you try these on a carpeted surface in order to avoid any marks on the sole. Any shoes returned marked on the soles or scuffed or not in its original box with its dust bag will not be accepted for an exchange or refund.

Where is my order?
Track my order

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We’re currently experiencing delays to international deliveries

Due to Covid-19 restrictions we are currently unable to ship to the following destinations:

Albania, Antigua , Argentina , Armenia, Aruba, Azerbaijan, Bahamas, Barbados, Belize, Bermuda, Bosnia-Hertz, Botswana, Brunei, Cambodia, Cape Verde, Cayman Islands, Chile, Colombia, Costa Rica, Djibouti, Dominican Republic, Ecuador, El Salvado, Falkan Islands, Fiji, French Polynesia, Grenada, Guatemala, Haiti, Honduras, Indonesia, Jamaica, Kazakhstan, Macedonia, Mauritius, Mayotte Island, Mexico, Moldova, Mongolia, Montenegro, Mozambique, Myanmar, Nepal, New Caledonia, Nicaragua, Pakistan, Panama, Papua New Guinea, Paraguay, Reunion, Saint Lucia, Seychelles, Sierra Leone, Sri Lanka, Suriname, Swaziland, Trinidad, Uganda, Uruguay, Uzbekistan, Vietnam, Zambia

We apologise for any inconvenience at this time and we appreciate your patience.

Can I make a change or cancel my order?

In order to meet the delivery timescales we promise on our website, we ship orders very quickly. Therefore, we do not offer the option to amend an order once it has been placed. You can of course request for the order to be cancelled; however, this must be done no longer than 2 hours after the order is placed. We cannot 100% guarantee cancellations for orders but will do our best to have it stopped before the order is dispatched.

Customs, Duty & Import Charge

You may be liable to pay import duty or tax on goods entering your country. Any additional charges must be paid by the customer. This excludes EU customers where we pay delivery duties on the customer's behalf.

We have NO control over these charges and are unable to predict if they are to go up or down in value.

Please note: It's a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the UK.


Some orders may be subject to passing our security checks which could delay despatch. Customers may be contacted by the Customer Orders department using the email address If you still have any questions regarding our delivery service, please do email us at

Delivery Cost and Timescales

View all our delivery costs and timescales on our delivery page.

Alterations & Hemming

Yes, you can request sleeve shortening. Shirt sleeve alterations are charged at £8.00 per garment. We can shorten shirt sleeves by up to 3" inches (more than this is not recommended, as it will affect the shape and fit of the shirt). We undertake to fully dismantle then re-make the sleeve using the same procedures as in the creation of the original shirt - this is to ensure the garment satisfies our manufacturing standards.

In view of this process, you will need to allow an additional 3 - 5 working days in addition to normal delivery times to receive shirts with alterations.

Please ensure that the sleeve measurements are accurate as we cannot accept exchanges on altered items that are not faulty. See our sizing guide for information on how to determine your sleeve length

Additional Pockets & Monogramming

We are sorry but due to the fact we receive very few requests for both of the above we do not provide a service for either


Bust - Measure around the fullest part of your bust and across the shoulder blades.

Waist - Measure around natural waistline.


Chest - Measure the fullest part of the chest.

Where can I find your ‘Relaxed casual fit’ and ‘Casual fit’ shirts?

Our ‘Relaxed casual fit’ shirts are now known as ‘Casual regular fit’ and our ‘Casual fit’ shirts are known as ‘Casual slim fit’. While the names have changed, the fits are just the same, and you’ll still be able to find your favourite relaxed- or sleek-fitting shirts.


Inside leg - Measure from the crotch to the point at which your trouser is normally worn at the shoe.

Waist - Measure the natural waistline.


Collar - Place a tape measure around your neck. At the front of your neck allow two fingers to slip easily between your throat and the tape measure. This should allow for a comfortable fit. But this is a guide so allow for personal preference.

Sleeve length - First bring your elbow up to the same height as your shoulder. Now bend your elbow so that your upper and forearm is at an angle of approximately ninety degrees. You should be measured from the middle of the back (point A), along the back of the arm and around the elbow towards the wrist (point B). Choose where you would like your cuff to rest on your wrist and read the measurement at that point.

Finding the catalogue code

To find the catalogue code on your item please see the image below:

VAT details

All orders delivered to UK addresses include VAT at the prevailing UK rate of 20%. Our VAT number is 350 9488 76.

Alterations/gift vouchers/gift boxes are charged at the UK VAT inclusive price.

Payment methods and gift card details
Payment methods

We are happy to accept all major Credit and Debit Cards for purchases made online - Visa, Mastercard and American Express. We do not accept Solo or Electron.

You are also able to Post and Email in your orders:

Post - TM Lewin, One York Road, Uxbridge, UN8 1RN
Email -

From time to time you may also be requested to pay for your orders by Bank Transfer - our bank details will be provided by our customer service team.

How do I use my promo code?

Once you have added the items you want to your basket, click on the ‘bag’ icon, you will see a box called ‘Enter Promotion Code’. This is where you enter your code and click on ‘apply’.

My promo code does not work, what do I do?

Check the date of expiry on the voucher and whether it can be used in conjunction with any other offers. If you are trying to use this along with another promotion, it will not work. If the promo code is valid and you are not using it in conjunction with another offer, please contact our Customer Service Team via live chat, email or phone.

Gift Boxes

Yes, we offer a gift box option for just £3.00 per box.

There is one size of gift box to fit one shirt with a tie and cufflinks, 2 shirts or 1 item of knitwear (therefore the 'Gift Box' option will only appear on any combinations of these products). Every box comes with T.M.Lewin branded tissue paper and purple ribbon. We are very sorry but we do not offer a gift wrapping service

Please note: To add a gift box, you must tick the 'Gift Box' option within your shopping basket and hit the 'Update Totals' button to include your gift box with your purchase before proceeding to checkout. We do NOT provide a gift wrapping service and that if you are sending a gift direct to the recipient, the invoice will be included and will show the price(s)

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