Buyers Guide

Ordering

How can I order?

You can order online, by telephone by calling 01604 811 111 or by emailing us here.

What methods of payment do you accept?

We accept most major credit/debit card apart from Diners and Amex. All our online orders will go through Paypal.

Why do you need my mobile number?

We ask for your telephone number incase there are any problems with your order and we need to contact you via telephone. We will not pass on any of your details to a third party.

Why are there  items on the website that are out of stock?

The items that are out of stock normally will be coming back in to stock soon and are available for back order. You can still go ahead and order them, and we'll despatch them to you when they come back into stock. This normally takes 6-8 weeks. Sale items are not available to back-order.

Can I Back Order?

Unfortunately, due to sleepless nights riddled with technical and logistical nightmares, TLC Sport no longer accepts back-orders. Should you require an item which is out of stock, please choose an alternate colour or size. Alternatively, you can e-mail us and we will notify you when and if the item will be coming back into stock. We do however offer a Special Order service which you can view by clicking here.

Special Orders

At TLC, we do our very best to ensure all our customers are happy. So much so, that we are now offering a bespoke order service for items within the Current Collection that you would like customized. (Bespoke sizing, different colours/fabrics, leg lengths, adjustments).
Bespoke orders will come with a £25 surcharge per order + Full RRP of the item.
Conditions:

• No Sale items can be repeated - only the Current Collection is available for special order.
• No returns unless the incorrect item is supplied or the item is faulty.
• Customer is fully responsible for all specifications. TLC will not take responsibility for incorrect specifications resulting in an unwanted item.
• Each separate item is subject to an extra £25 surcharge.
• All specials are subject to availability of fabrics and accessories.
• Should you require an item of clothing which is not part of the Current Collection, please e-mail us (link it) the exact specifications. (Fabric, size, pattern, fabric etc, along with any images). Our Design Team will then be in touch with a quote as soon as they can.

Why do we charge a £25 surcharge?

Because your item is hand made especially for you. The single item has to be cut and manufactured specially, alongside large factory runs. The individual pattern has to be located and adjusted and the fabric must be selected and tested. The whole process involves the attention of a number of individuals to monitor its’ progress in order to ensure your special order comes in exactly how you want it. Special Orders are therefore very time consuming and uneconomical. However we aim to please and we hope you enjoy this service.

Do you sell Gift Vouchers?

Yes, you can buy TLC Sport gift vouchers here and they are currently redeemable on all telephone orders.

How do I redeem Gift Vouchers when making an online purchase?

This currently is unavailable but we are looking into making them redeemable online soon.

What can I do if something is wrong with my order?

If there is a problem with your TLC Sport order please contact our friendly customer support team on 01604 811 111 or email us here.

Why is a product being discontinued?

From time to time, TLC Sport clears older stock and discontinues previous ranges. Please feel free to contact the customer support team who can advise if a similar item will be returning in the new collection. You can contact us on 01604 811 111 or email us here.

Delivery

How much is Postage?

Standard postage is free for all orders over £75 and £4 for orders under £75. You can find out more information on our delivery service here.

How long will I have to wait to receive my order?

We aim to dispatch orders same day if it was placed before 5pm. If the order is received after 5pm it will be dispatched the next working day and can take up to 5 working days to be delivered. Please note if your garment/s are not in stock, we will not be able to dispatch it until it restocked.

Do you offer Next Day Delivery?

We do offer Next Day Delivery and it available at the cost of £7. Orders must be received by 4pm for this option. You can find out more about our delivery services here.

Do you offer International Delivery?

Yes! You can select International Delivery when you check out. It is £8 within the EU and £12 for the rest of the world. You can find out more here.

What delivery method do you use?

We use Royal Mail for most of our UK delivery, however we sometimes use a courier service for high value orders. You can find out more here.

Returns

What is your Returns Policy?

We are happy to offer a refund or exchange on all items returned to us in perfect, resaleable condition, within 30 days of receipt of order with proof of purchase. All returns are processed same day, whether it is a refund or exchange. You can find out more about our returns here.

How do I return something if I need to?

When we send out your order we enclose a returns label, with full details on the invoice on how to return your order. If you have misplaced your returns form, please leave a note inside the return with your name, address, customer number, items you are returning and a brief explanation as to why you are returning them and if you want a return or exchange. Feel free to contact our customer support team on 01604 811 111 or email here

What is your Returns address

TLC Sport, TLC House, Earls Barton, Northampton, NN6 0HF

Do I have to pay for my returns?

You have to pay for the postage when you send the items back and you must get proof of postage. If you are exchanging the items we will pay the postage on the exchange being sent back to you.

Can I exchange an item?

Yes you can. Just send the items back in resaleable condition and we can exchange them for you. We will also honour any promotional codes that were used on the original order.

How will I know if you have refunded me?

Once our team has received your items, we will process the refund the same day and it should appear back on the payment card within 2-3 working days. You will receive an email confirming your order has been refunded. Please note depending on your bank, this process could take up to 10 days.

Sizing

Do you have a size guide?

Yes! You can view our size guide here.

What length are the short, regular and long legs?

Short length is approximately 29” (74cm), regular length is 32” (81cm) and long length is 34” (86cm). Please see our size guide for further advice. Please note these are approximate lengths only.

I am pregnant, do you sell maternity wear?

A lot of mums to be wear TLC Sport fold down range, because they can be worn under the bump or over it and it will also stretch with you whilst you grow but go back to the original shape afterwards and give the support you need post natal.

Can you help me choose my size?

Of course! Just call us on 01604 811 111 (Mon-Fri, 9am-5:30pm) and a member of our team will be more than happy to advise you.

Product Information

How do I wash your garments?

All our garments have washing guidelines on them. We do recommend washing at 30 degrees and not tumble drying.

Where are TLC Sport garments made?

TLC Sport only manufactures for itself, made in our very own factory. All designs are exclusive and designed by MD Sara Hanna and daughter Charlotte.

What fabrics do TLC Sport use?

TLC Sport uses exclusive, figure enhancing fabrics. Our MD Sara Hanna selects these fabrics carefully, making sure they will make you feel and look good.

Privacy

Why do you want my email address and telephone number?

Primarily so that we can contact you if there is a problem with your order; we find that most people respond faster this way. We will also contact you to let you know our latest news and special offers, however if you do not wish to hear from us we can take you off our list. The quickest way to do this is to click unsubscribe at the bottom on the newsletter. Otherwise email us here and we will remove you from our mailing list.

You can read more on our Privacy Policy here.

Discounts & Promotions

How do I use an offer/discount code?

To use a valid promotional/discount code, you need to enter it into the promotional code box before entering your payment information.

Do you give discounts to people who work in the Health and Fitness industry?

Yes! We offer up to 15% discount for fitness professionals. We have 2 discount programmes which you can find more information here. To apply, you just need to send your name and address, copy of certificates and the programme you wish to join to us here and we can get you validated.

How do I use my Fitness professional discount when ordering online?

After you have been validated via our instructor program, you will issued with a personal promotional code that you can enter before your payment details online.

What do I do if I forget to enter my discount code?

If you contact the customer support team on 01604 811 111 before your order has been dispatched, the code may be re-entered over the phone but unfortunately if the order has been dispatched we are not able to honour it.

Why won't my promotional code work?

It is very likely that the code has either expired or is not valid. Make sure you check the code is correctly spelt and in date and if the problem still persists, please contact our customer support team on 01604 811 111 or email here

Can I use 2 offer codes at once?

Whilst this would be super great, unfortunately only one code is valid at a time. If you do have 2 codes, we suggest using the code with the larger discount.

My team needs some gear, can you help?

We sometimes offer a discount on bulk orders. To find out more, please contact our customer support team on 01604 811 111 or email here

General Information

What is TLC Sport's support office address?

TLC Sport, TLC House, Earls Barton, NN6 0HF

How can I contact TLC Sport?

You can contact us by emailing our customer support team here or by calling 01604 811 111 between 9am - 5:30pm Monday to Friday. You can find more information on our Contact Us page.

Complaints

TLC Sport strives to offer a fast and efficient online shopping service. If for any reason you are dissatisfied with the service you have received, please contact us. We do need to know if things do go wrong so we can continue to improve our customer experience.

All complaints will come through to our customer support team at our Head Office. Email here or call 01604 811 111 9am - 5:30pm Monday to friday.

Letters can be sent to:

TLC Sport
TLC House,
Earls Barton
NN6 0HF

How can I receive a TLC Sport Catalogue?

You can request one here or call us on 01604 811 111.

Why are you called TLC Sport?

Good question! It stands for the 'The Leotard Company'. For more information please visit our About Us