FAQ
How to find a product:
Simply click on the relevant section to open a drop-down menu, and then click on the links to visit categories, such as Hoodies or Pants. If you are looking for a specific item, you may use our search box to find products by name, category or style.
How to purchase a product:
When you have made your selection, choose your size and click on "add to basket". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of your screen and click on "Proceed to checkout “to be led through the checkout process. If you have any questions or concerns, please contact us via email at support@theotherlayer.com, Monday-Friday from 9AM-5PM (GMT).
If you wish to cancel your order, please send an email support@theotherlayer.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled.
Any mistakes with your address when placing your order, contact support@theotherlayer.com immediately so we can try to rectify your details. Please quote your order number in the email subject line to speed the process up.
If you've selected our Express Shipping service via DHL, an address change is possible. DHL offer an online service called ODD (On Delivery Demand) which you can use to make the delivery more convenient for you.
Here's the link for the ODD service: https://ondemand.dhl.com
You'd simply follow the link, enter your tracking details then hit the 'change address' section and the rest will be easy to follow.
Will I receive a confirmation email when I place my order?
Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add info@theotherlayer.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your email confirmation, send us an email and we will sort this out for you.
How do I know my order has been dispatched?
An email will be sent confirming your order has left out warehouse, your tracking information will also be included in this email.
Where do I track my order?
You can track your order by entering the tracking information you have received from your confirmation email via http://www.dhl.co.uk/en/express/tracking.html
I have a missing item from my order
An order form is included in every parcel sent from our distribution centre, please check the order form to ensure there are no items missing from the list.
If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information:
- Order Number
- Missing Item(s)
Our support team will investigate the matter and will resolve the issue for you as quickly as possible.
Why have I not received my order within the estimated time?
Please check the following before contacting our customer service team:
- Check you have received an email confirming your order has been dispatched.
- Check the tracking information that is included in your dispatch confirmation email using the relevant link.
- Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
- Check nobody at your address has taken the delivery on your behalf.
- Although our couriers should not leave your parcel with a neighbour its always worth checking with your neighbour just in case.
+ Please contact DHL and support@theotherlayer.com and we’ll do our best to resolve the issue as quickly as possible.
Order processing notes.
Orders are shipped Monday to Friday excluding UK Bank Holidays.
Do I need to pay Customs & Import fees?
All The Other Layer orders are currently shipped from United Kingdom, you may be subject to additional import fees upon delivery. We recommend using Import Tax & Duties calculator as a guide.
Can I return an item I have purchased in the sale?
Items purchased during a sale period are eligible for exchange and store credit only. Store credit will be issued via email corresponding to your order. If a refund has been requested, we will automatically issue a store credit code.
How long does it take for customer service to respond?
Due to high volumes of inquiries, it can take our customer service representatives up to 48 hours to respond. Sending multiple emails only delays yours and others.
Are your clothes true to size?
We work hard to ensure our clothes are a true fit. Should you be unsure, we recommend you select your usual size. If you are between a size, we would suggest choosing the smaller size of the two. If you want to ask the experts, our Customer Care team should be able to help you. Please email support@theotherlayer.com
How can I subscribe to the TOL newsletter?
- To subscribe to our newsletter, please visit the Subscribe section in the footer (bottom of our website) and fill in the registration form.
- You can also stay updated by following us on Social Media.
- If you wish to unsubscribe from our newsletter, click on the link at the bottom of each newsletter.
How is TOL's checkout and payment systems managed?
Our checkout is managed by Shopify Payments which is powered by Stripe, the World’s leading online payment gateways.
