The shoes I purchased arrived very quickly and packaged well. They were an excellent price aswell. The communication throughout was excellent. Sadly they were too big so I had to return them. The pr... See more
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Review summary
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Reviews shaping this summary
Got what I ordered, when I expected it. I can only give 4 stars as I reserve full judgement for if & when I have an issue and need to ‘use’ their customer service.
Really pleased with my first purchase from Tower London , my FirFlop sandals are perfect and such a great price.. will definitely order again
Ordered trainers for daughter that were a great price, delivery was quick but unfortunately they were too small so had to return them. Did the online pickup by Royal Mail. No problems and money refund... See more
Company details
Written by the company
Multi-award winning independent footwear retailer Headquartered in Shoreditch, including a store in East London’s Brick Lane We are diverse, we are hard-grafting, we are comfortable doing things our own way We champion youth culture and celebrate our nostalgia We embrace our City & its people
We Promise
Written by the company
- Customer Service
- At TOWER London our customers are king. And if you’re not happy with any aspect of our service, we’re not happy. We are only one click or call away so don’t hesitate to get in touch. Please call +44 (0) 207 781 8500 or email customer-services@tower-london.com or use our virtual customer service application on the website. Our address is: TOWER HQ, 16G Perseverance Works, 38 Kingsland Road, Shoreditch, London, E2 8DD.
- Delivery Options
- TOWER London offers Free Tracked & Signed Standard Delivery as standard for all UK orders over £70. Otherwise our standard delivery charge is £4. Our European and International shipping rates are highly competitive and always shipped tracked.
- Returns
- At TOWER London we want you to be happy with your purchases and confident that you've found the perfect footwear. If a return is necessary we can accept returns up 14 days from the date of purchase. If you have ordered the wrong item(s) or simply had a change of heart, all item(s) must be returned in the original and suitable condition for re-sale, with any associated products, tags and boxes intact. We will reject returns that are not in a suitable condition for resale.
- About Us
- WINNER - 'Independent Footwear Retailer of the Year' at Drapers Footwear Awards 2020 |WINNER - 'Independent Footwear Retailer of the Year' at Drapers Footwear Awards 2018 | WINNER - 'Independent Footwear Retailer of the Year' at Drapers Footwear Awards 2016 | WINNER - 'Best Footwear Retailer' at the Pure London Best of British Independent Retail Awards 2015 | WINNER - 'Independent Footwear Retailer of the Year' at Drapers Footwear and Accessories Awards 2014 | FINALIST - 'Best Store Design' at Drapers Independents Awards 2014 | FINALIST - 'Best Footwear Retailer' at Pure London Buyers Power List 2014
FREE TRACKED UK DELIVERY AS STANDARD FOR ALL ORDERS OVER £70
All orders shipped tracked
FREE STANDARD TRACKED SHIPPING FOR ALL UK ORDERS OVER £70
TRACKED EUROPEAN AND INTERNATIONAL SHIPPING AS STANDARD.
Contact info
TOWER London HQ, 16G Perseverance Works, 38 Kingsland Road, Shoreditch, London, United Kingdom, E2 8DD, London, United Kingdom
- +44 (0) 207 781 8500
- customer-services@tower-london.com
- tower-london.com
4.4
Excellent
34K reviews
Asks customers to review
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Prompt and efficient service from…
Prompt and efficient service from placing the order to receipt of the goods
March 16, 2026
Easy order swift postage
March 16, 2026
Great service and the customer…
Great service and the customer experience was absolutely fantastic. I would absolutely recommend.
March 25, 2026
Unprompted review
A good experience overall
The price point on the birkenstocks I bought was good, and the shipping was fast. My only criticism of the experience is that the first pair I purchased were too small for the person bought for, I wanted to exchange but I had to pay for delivery, return, and then re-order - it would be a more positive experience of shopping with Tower London if you could exchange with no additional costs applied - I do understand the deterrant in making customers pay for shipping and returns, but when it is a clear exchange wanted for the next size, it would be nice to not pay 3 times for delivery and return. Other than that, a good site to shop for.
March 6, 2026
Unprompted review
Good product and price
Good product, good price, the item as described and delivered on time. Very happy.
March 13, 2026
Very pleased with my purchase!!
March 12, 2026
Second time of using Tower London
Second time of using Tower London. Always super quick delivery. Will use again. Well deserved 5 stars
March 11, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
I have tried to have a conversation…
I have tried to have a conversation regarding my return. I was just cut off . I have had no response
March 10, 2026
Reply from TOWER London
Hi Jane,
Thanks for your review. We are very sorry you got cut off from our live chat. We can see that you were sent a transcript of the conversation in which our team provided you with information about your return. If you do not have this or would like any new information, please do contact us again.
Regards,
TOWER London Team
Very good service
Very good service, product as described on the tin, parcel arrived fast.
March 9, 2026
Easy ordering process
Easy ordering process, prompt delivery with good information, great product well packed on arrival
March 9, 2026
Great range of shoes and sizes
Great range of shoes and sizes. I’ve never had a problem with them in respect to returning shoes always so helpful
March 8, 2026
I purchased a pair of apache black…
I purchased a pair of apache bla k leather shoes in January for my son for s hool they retail at 80 pounds but I got them on sale for 55 I contacted tower lindon as a thread came out on the front of the shoe but then thought id just cut it off as it seemed to long winded to make a complaint about manufactural faults. Them literally just before half term the sole came away from the front of the shoe and the inside of the shoe came away i contacted them this time as this was a big deal they said send the shoes to us we will send them off to be inspected which will take time so in the meantime I'm supposed to buy another pair of shoes so he can wear to school untill the easter holidays, this is ridiculous customer service anyone can see from the pictures I sent them that the shoe quality was dead especially the fact I only had the for 2 months. I would not recommend purchasing anything from this store as their manufacturing fault policy is tied down with way too many obstacles putting the client off due to having to wait such along time to get a result to wetner the shoe will be replaced or a refund given. I am not happy with the service offered and will no longer be shopping with this company. If I was able to load pictures I would have so anyone reading the review would have seen the obismal quality of this shoe.
March 1, 2026
Unprompted review
Reply from TOWER London
Hey Akmal,
Thank you for your feedback. We are sorry to hear that you are unhappy with our service.
Unfortunately, on the rare occasion that a fault appears with a product, we need the item to be returned to us, where a physical inspection can take place. As you have provided no order or contact details as part of your review, we are unable to advised as to any updates on your return, but we are sorry for any inconvenience caused and appreciate your patience.
If you have any questions please don't hesitate to get in touch.
Kind regards,
TOWER London
Took them 4 weeks to refund me the …
Took them 4 weeks to refund me the money for a returned item. Not on.
March 5, 2026
Reply from TOWER London
Hey Julia,
Thank you for your feedback. We are sorry to hear that you are unhappy with our service.
As per our returns page, we ask customers to please allow 14 days for your returned order to be processed once it arrives at our warehouse in London, UK. We are sorry that you are unhappy with our returns procedure.
If you have any questions, please do not hesitate to contact us.
Kind regards,
TOWER London
Refuses refund or exchange because they…
Refuses refund or exchange because they realise how bad their shoes are. I wear them once because they don’t fit and sent tjem back and they say I damaged them. Dont shop here becuase you want cheap trust me!
March 1, 2026
Reply from TOWER London
Hey A B,
Thank you for your feedback. We are sorry to hear that you were unhappy with our service.
Our terms and conditions state that all returns must be received in the same condition in which they were dispatched. Unfortunately, as you used the shoes and they showed visible wear/dirt on the inner and outer soles, the shoes were no longer in a new condition and so the return was rejected as per our returns policy. The shoes are now being returned to you.
If you have any other questions please feel free to contact us.
Kind regards,
TOWER London
Shoes are brilliant
Great shoes, footwear, plenty
To choose from. Helped me with school shoes. Thankyou.
February 28, 2026
Great quality products at quality price
You can't get better than Birkenstock esp at these prices...
Quality...
February 28, 2026
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