Frequently Asked Question about Towels and Bathrobes

Q: Do I need to wash my towels before use?

A: Yes, washing your towels before using them for the first time will help to remove any excess lint and fluff that is often created in the manufacturing and weaving of the towels. By washing your towels first, they will become more absorbent. Some of the luxurious towels might even require several washes.

 Q: Why is it my towels seem to go hard and rough after a short time?

A: This may be the way that you are washing and drying your towels. All coloured towels should be washed at 40 degrees maximum. White towels can be washed at 90 degrees if required. We do not recommend that you use fabric softener with your towels as although this makes them feel softer it may prevent the towels performance in its absorbent properties. The top tip for maintaining your towels soft and fluffy feel is to tumble dry them but not for too long! If you over dry your towels, you may singe the loops of the cotton which can make the cotton shrivel and harden. This is often what gives towels their hard and scratchy feeling.

 Q. What sizes do your bathrobes come in?

A: Our bathrobes come in an unusually wide range of sizes. We are one of the very few retailers to sell a bathrobe on 4XL (available in our Healthy range). We stock men’s sizes, women’s sizes, children’s sizes and unisex sizes. The size you are purchasing can be chosen on the product page before you add the item to your basket.

Q. GSM weight – What is it and what does it mean?

A: GSM stands for Gram per Square Metre, and it is the weight of fabric in grams per one square metre. This is a measure of the density of cotton used in producing towels, the higher the GSM, generally the thicker and more luxurious the towel will feel. Towelsoft use a special weaving process which means our towels feel thicker than their actual gram measure, so they are often compared with heavier towels from other companies.

 Q: What if the size isn’t right for me?

A: Please don’t worry if you accidentally order one that isn’t quite right. All our non-embroidered bathrobes can be sent back and easily exchanged for larger or smaller sizes. Unfortunately, our embroidered items can only be returned if the product is faulty. This is due to the inclusion of personal embroidery, which means it cannot be resold. Please be aware that of our products are made of 100% Egyptian cotton if it appears slightly larger to start with, it will shrink up to 10% after washing. Our bathrobe size guide should help you with choosing the right size though.

Q. If I want to have an item embroidered how big will the embroidery be?

A: The size of the embroidery will depend on what you choose to have stitched and on which product you are adding it to. Our embroidery team take great care to check the words and that the sizes are right for each item. Each character will range from approximately 2 to 4 centimetres in height depending on the font style chosen and the number of characters up to a maximum of 20. If you have a specific requirement for a certain size of text, please do call us before placing your order.

Q. Can I get a discount if I order items in bulk?

A: There are box quantity prices available on the website. If you would like to discuss your requirements further, please contact us on 01628 642 940.

 Q. What payment cards do you accept?

A: We accept all payment cards except American Express and you can also pay via PayPal if you wish. You can select your payment type at our secure checkout when placing your order.

 Q. When is my payment taken?

A: Your payment is taken, and your account is charged when you place your order with us. As soon as you receive an order confirmation the money will be taken from your account.

 Q. Can I order and pay over the telephone?

A: Yes, you can order and pay over the phone. Simply call us on 01628 642 940 with the product name; size, colour and quantity and we can place an order for you.

 Q. How long does your standard delivery take?

A: All non-personalised orders will usually be delivered within 3 working days of the order date. Our embroidered items take a little longer and will usually be despatched within 7 working days. These time periods can be slightly longer at peak times such as Christmas due to the higher volume of orders we receive.

 Q. How much is your shipping?

A: Our shipping rates start from £3.75 (ex. VAT) for the UK mainland. Overseas orders have various prices that can be seen on the website and are depending on the weight and size of the order, and how quickly you require it to arrive. We also offer free delivery to UK Mainland on any orders over £350.

 Q. How are your items sent out?

A: Our orders are sent out via a courier, or you can contact us to collect from our depot in Berkshire. You can select which shipping option you would prefer in your basket before you checkout.

 Q. Can you deliver to the whole of the UK?

A: Yes, we are able to deliver to the UK mainland, Highlands, and Channel Islands. Please bear in mind that any delivery prices for the Channel Islands and Highlands are slightly higher and our delivery prices reflect these increased costs.

 Q. Do I need to be present to sign for my order?

A: We use Hermes and DHL for most of our deliveries. If you have provided a mobile number, they will send you a text notification to let you know when they are planning to deliver and if the delivery does not suit you then you can re-schedule the delivery, request to leave with a neighbour or collect from a local depot. You will also receive a tracking number upon dispatch of goods via email.

 Q. What is your returns policy?

A: We can accept returns on all non-personalised items. In the unfortunate event that you are not completely satisfied with your order you may return it to us and receive a replacement or a full refund. Please be aware that any amount refunded will not include delivery. We cannot accept returns for any personalised items unless a mistake has been made on our behalf or the item is clearly faulty. In this event, please get in touch with a member of our team so we can resolve the issue. For more information on our full returns policy visit our Returns and Cancellation page.

 Q. How long do I have to change or return my order?

A: If you need to return items, please call us to confirm this. Any non-embroidered items can be returned for a refund or an exchange within 14 days of the purchase date. Please return the item in its original packaging and include your email confirmation with your returned item as reference of the order and an explanation of the reason for the return.

Q. Can I return an embroidered item?

A: Please call us to discuss any faulty items. Unfortunately, our embroidered items can only be returned if the product is faulty. This is due to the inclusion of personal embroidery, which means it cannot be resold.

 Q. Will I be refunded the full amount I paid?

A: Any refunds we process will only pay back the original price you paid for the item. The refund amount will not include the original shipping costs.

Q. Who will pay the shipping cost if I want to exchange a product?

A: You will be required to pay the cost of sending any items back unless the error is on our behalf. We will then pay for the shipping cost for the return of the replacement item that is being sent back to you.