It is not necessary to create an account beforehand. When you make your purchase, an account associated with your order will automatically be created, allowing you to track the shipment and manage future purchases more easily. This does not imply that you subscribe to the newsletter.
Frequently Asked Questions – Toni Pons
Here you will find clear and simple answers to the most frequently asked questions. We have summarized the information so you can shop with confidence and enjoy your Toni Pons from the very first step.
Orders
Shipping
Exchanges and Returns
Payment Methods
Products and Materials
Care and Maintenance
Sizes
Stores and Outlet
Warranty and Sustainability
Collaborations
Customer Service
Do I need to have an account to place an order?
How can I create an account?
Click on the profile icon in the top-right corner of the website and follow the indicated steps.
I forgot my password, what should I do?
Access the profile icon in the top-right corner of the website and click on “Forgot your password”. Enter your email address and we will send you a message to reset it. If you do not receive any email, it is possible that you do not have an account created.
How do I place an order?
Choose your products, add them to the cart, and complete your shipping and payment details.
Once finished, you will receive a confirmation email.
*Make sure the size is correct before completing your order.
Can I cancel or modify my order?
Yes, as long as the order has not yet been prepared.
Write to us as soon as possible indicating your order number at info@tonipons.com, contact us via chat, or call us at +34 675 293 753.
Phone support hours:
Monday to Thursday from 9:00 to 19:30
Friday from 9:00 to 18:00
We will be happy to help you.
Which countries do you ship to?
We ship to almost the entire world. Click on the globe icon 🌍 and search for your country.
If your country does not appear in the list, contact our customer service team and we will help you find the nearest store or distributor.
How long does my order take to arrive?
- Spain: 2–3 business days
- Europe: 4–10 business days
- USA: 2–5 business days
- Rest of the world: 7–15 business days
During high-demand periods (Black Friday, Christmas, or summer), delivery times may be slightly affected.
How much does shipping cost?
- Free in Spain (Mainland and Balearic Islands)
- Free from €99 in Italy, Portugal, Germany, Belgium, France, and the Netherlands
- USA: All shipments cost $20.
For other countries, the cost is shown before payment.
Currently, we do not ship to the Canary Islands.
Do you offer express or scheduled shipping?
We do not offer express or scheduled shipping.
If you are not available on the first delivery attempt, the shipping company will contact you.
Can I pick up my order in-store?
Not at the moment, but we are working to offer this option soon.
Where is my order?
Once your order is shipped, you will receive an email with the tracking link to check its status.
Can I return or exchange a product?
Yes. You have 15 calendar days from receipt of the order. During Christmas and Black Friday, we extend the return period until the end of January.
How do I make a return?
You can request it through our website or return it directly to an official Toni Pons store by presenting the return request email.
You have 15 days from the date you receive your order to request an exchange or return. The product and the box must be in perfect condition.
If you wish to change the size or model, you will need to return the product and place a new order. Return costs are borne by the customer and will be shown during the return process.
You can start your return request here.
If your order was placed from the USA, you will need to use the specific returns portal for the United States.
Please follow the instructions provided during the return process and in the email you will receive once the request has been completed.
How to return the product
You can do so in two ways:
• At one of our official stores in Spain or Portugal (free of charge). Find the nearest one here.
• By sending it to our warehouse following the return process. (shipping costs are borne by the customer)
If your order is defective or incorrect, please contact us at info@tonipons.com.
Returns from outside the European Union (including the United Kingdom):
It is necessary to use the DDP (Delivery and Duty Paid) Incoterm. This means that the customer is responsible for all customs charges associated with returning the package.
Returns from the United States:
You will receive a return label with a cost of $30, which will be deducted directly from the refund amount.
Do you send a label or collect the return?
No. Collection is not included, and no shipping label is provided, except for returns from the United States.
Who pays for return shipping?
The customer, except in cases of error or manufacturing defects.
In such cases, contact us first at: info@tonipons.com.
Shipping costs handled by third parties will not be refunded.
When will I receive my refund?
Between 2 and 5 business days from the moment we receive and check the product.
During high-demand periods, timeframes may be slightly affected.
What if I only need another size?
Return the item and place a new order with the correct size through our website or at an official store in Spain or Portugal. Find the nearest one here.
What payment methods do we accept?
- Cards (Visa, Mastercard, Visa Electron, Amex)
- PayPal
- Apple Pay
- Bizum
We do not accept bank transfers or cash on delivery.
Problems with payment?
Write to info@tonipons.com and we will help you.
What materials do you use?
Mainly natural fibers such as jute, linen, cotton, leather, and recycled materials.
Do you have vegan footwear?
Yes, we offer a wide selection of 100% vegan models, identified online and in stores.
Do you make customized footwear?
No. All our models follow a standard artisanal process.
We do not accept orders with color variations or sizes other than those available.
How do I clean my espadrilles?
Avoid getting them wet and do not use a washing machine, ammonia, or soap.
Check our step-by-step cleaning guide on the website.
Do you offer repairs or replacements?
We do not offer repair or replacement services, but you may visit a specialized shoe repair shop.
How do I know which size to choose?
Check the size guide on the product page and review the description for specific recommendations.
Do you have special sizes?
Yes:
- Women: 33 to 45
- Men: 39 to 50
We also offer the COMFORT+ espadrille line with a wider fit.
Where are your stores located?
Find the nearest one here.
Can I reserve in-store?
Yes, speak directly with store staff.
What is the Toni Pons outlet?
An online space with models from previous seasons at reduced prices.
What warranty does my purchase have?
All our products come with a 2-year warranty against manufacturing defects. If you notice any issues, please contact us and include your proof of purchase and photos of the product.
Please note that warranty claims will only be processed for purchases made on our website or at official Toni Pons stores, upon presentation of the sales receipt or online order confirmation. In all other cases, you must contact the seller or the store where you purchased the product directly.
What is not covered by the warranty?
Wear and tear due to use, negligence, or improper maintenance.
I want to collaborate with Toni Pons, how can I do it?
Write to info@tonipons.com with your proposal.
I am a store and want to sell your products
Contact our commercial team at tonipons@tonipons.com
How can I contact you?
- Online chat
- Web form
- Email: info@tonipons.com
- Phone: +34 675 293 753
- Whatsapp: Start a conversation
If your inquiry is about an order, remember to include the order number.
For non-customer-service inquiries: +34 972 23 86 11
Can I talk to a person?
Of course, our customer service team is available to help you with anything you need.
