Return request
RETURNS & EXCHANGES
If you want to change the size or return your order, don't worry; we make it easy!
You have 15 calendar days from receipt of your order to request exchanges or returns.
ONLINE SHOPS
EXCHANGES AND RETURNS OF ORDERS PLACED ON THE WEBSITE
To exchange your order for another model or size, you will have to make a return and place a new order. Once you have received your order, you have 15 calendar days to make changes and returns. You can return your order at any Toni Pons shop or send it to our central warehouse.
Check here for the location of our shops.
ShopsStep by step
1. Fill in the form
- If you have made the purchase with a customer account
Enter your email address to proceed. Go to YOUR ACCOUNT and search for MY ORDERS. You will see the option RETURN if you are within the return period. Clicking on this option will open the return form to complete your request.
- If you have made the purchase as a guest
Look for the order confirmation email and copy the order number. It is essential to distinguish the order number from the delivery number. Please enter it in the form and complete the process.
2. Print the confirmation email and add it inside the box of the product you are returning.
3. Choose a carrier and send the package. The customer is responsible for the cost of shipping to our headquarters.
We will not accept freight collect.
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If you return in one of the Toni Pons shops, you must present the return request email in digital or printed format.
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For returns outside the European Union (including the UK), you must use the DDP (Delivery and Duty Paid) Incoterm. This means that the customer is responsible for any customs charges on receipt of the package.
4. Once the product has been received and verified
Once the product has been received, either in the warehouse or in the shop, we will inspect the product and issue a refund within 24-72 hours using the same payment method.
DEFECTIVE ITEMS
Exchanges of defective items
If your order arrives with damaged packaging or missing, defective, or incorrect products, please contact us via our Contact Form or info@tonipons.com. Please include photos and a description of the problem. We will exchange for the same item and cover the shipping costs.