RETURNS & EXCHANGES
RETURNS & EXCHANGES
Remember that you have 15 days, after receiving your order, to make the exchange or return request.
1.1 CHANGES IN OUR STORES
Size exchange
You can make a size exchange in any of our stores, (to do this way, you must go in-person to one of our physical stores). You can find the contact details of our stores in Corporate / Stores section at the footer of our website.
You must bring with you the following document:
-Printed Email with the order number.
Exchange for another style
To make an exchange for another style in our stores, follow these instructions:
You must create a return order, following the instructions explained in the next point, and take with you the printed RETURN REQUEST EMAIL.
Once you have returned the pair at the store, the money will be refunded in 24-72 hours in the same payment method of the purchase. Then you can buy the desired style according to store availability.
1.2 ONLINE EXCHANGES
In order to make an exchange for another style, you must make a return and then, a new order.
Returns are explained below.
Remember that you have a period of 15 days, after receiving your order, to make the return request.
Returns are not free of charge, unless you go to one of our stores; the buyer will be responsible for the shipping and its costs.
To proceed with the return, you must:
-Send the item together with the RETURN REQUEST EMAIL to identify the package.
-You will be responsible for the shipping cost of the return. Please note that if you decide to return the items to us by shipping due, we will not accept the package.
-In case you make the return to one of our stores, you must bring with you the RETURN REQUEST EMAIL printed.
Returns coming from a non-European Union country (UK included), must be sent using the DDP (Delivery Duty Paid) incoterm. This means that Toni Pons is not responsible for any customs expenses when receiving the package; these expenses must be paid by customer.
2.1 INSTRUCTIONS FOR RETURN REQUESTS
Bear in mind that this process will be different if you were registered as a customer at the moment of the purchase, or if you are not registered. In the last case, you must access the form as if you were a GUEST CUSTOMER.
There are two different ways to request a return:
IF YOU HAVE A CUSTOMER ACCOUNT
Log in into your account. At MY ORDERS section you will find a list of the orders you have placed at TONI PONS. If the return period is still valid, the RETURN option will appear. By clicking on this option, you will be redirected to the return form, that you must fill in to ask for the return.
Once the request is completed, we will send you an email with the information of your return request.
Once you have completed the application, print the email with the acceptance of your request and insert it into the package.
We are not responsible for the return shipping costs. You can choose the best way to send us the package.
IF YOU ARE A NON-REGISTERED USER
*You will find the order number in the order confirmation email (don't be confused with the shipping number that appears in the shipping confirmation email).
Once the request is completed, you will receive an email with the information of your return request, print it and insert it into the package.
We are not responsible for the return shipping costs. You can choose the best way to send us the package.
RETURN TO AN OFFICIAL TONI PONS STORE
You have the possibility to take your parcel to one of our official stores. In this case, you must also present the email that we send you with the RETURN REQUEST. Our store will take your package, the request, and they will contact the online store who is responsible for the refund. You will receive the refund using the same payment method of the purchase.
DEFECTIVE ITEMS
In the case that at the time of delivery a customer detects a problem (broken package, lack of any products, defects, damaged or incorrect products), you must contact us through our Contact Form or email, indicating the issue as soon as possible. (Please, attach some photos that show the problem). In this case, the exchange will always be made for another pair of the same item or reference. ANTONI PONS S.A. will take care of the shipping costs corresponding to the new delivery.
