1) What is the return policy?
You may return a product within 14 days from receipt. If you are returning clothing you should complete theReturn Form found in the packaging in order to inform us why you wish to return the item as well as the manner in which we can best serve you. In the case you have lost the special form, you can download it from here.
The Return Form offers you the following options:
A) Exchange*. We will do our best to exchange the returned product whether this was defective (same code, different size or color), or if you received the wrong code, or it is not the right size for you (choseExchange on the Return Form). For the best service, we advise that within 24 hours from receipt, you inform us on your wish to exchange the product, by completing the special form here.
B) Reimbursement to your chosen bank account or to your Paypal account through which you paid or the credit card you charged, within 30 calendar days from the receipt of the returned product. (Choice:Reimbursement on the Return Form)
C) Credit of the value of the returned item to your e-shop account in order to use of it during your next purchase and ensure the Toi&moi e-bonus loyal customer rights (for details concerning the e-bonus card, click here). The amount will be credited within three days from the receipt of the returned item to our warehouse). (Choice Credit on the Return Form)
*Note: In the case exchange is not possible due to lack of availability for the requested item, we will contact you offering you the choices B and C.
All the returned products should be in their original quality state and labels should not have been removed. Please note that for reasons of hygiene, you may not return swimsuits, leggings, tights and earrings if these have been removed from their original packaging
All products returned to the Toi&moi warehouse, go through a very careful examination.
The responsibility for returning the product to the Toi&moi warehouses is exclusively that of the customer. This is why you should make sure the product is properly packaged when returned.
The returned items should be sent to the following address:
58 Pindou str & Midias, 14342
N. Philadelphia, Athens
Tel.: +30 210 2593755
2) What is the return procedure for a product?
From the product’s receipt date you have 14 days at your disposal to decide whether you wish to return it. In case you want to return all or part of your order, please complete the special Return Form included in the received product’s packaging. In the case that you have misplaced the Return Form, you may download it from here.
You are reminded that when returning a product we must be aware of the invoice number, the product’s code as well as your wish for Exchange, Reimbursement or Credit, so that we may satisfy your request in the most accurate way and as soon as possible.
From the time you send the product, Toi&moi will receive it within 1-2 working days if you are returning it from Greece with Geniki Taxydromiki or within 3-5 working days if you are returning it from abroad with UPS. In case you chose other carriers we cannot guarantee the receipt time of the returned products. After receipt, we will immediately examine your request and notify you via e-mail on the actions taken.
Note: all items should be returned in their original quality condition and the labels should not have been removed. In case we note a non expected default on the item during quality control, Customer Service will contact you regarding the appropriate procedure.
3) I have lost the Return form. What should I do?
If you have lost the Return Form, you can download the document from here. Then read the instructions very carefully in order to follow the return procedure correctly.
4) Have you received the returned item?
When the returned product is delivered to the Toi&moi warehouses, you will receive an e-mail informing you of the receipt.
As far as Greece is concerned, if you haven’t received the informative e-mail within 5 working days from the time of dispatch, please contact Customer Service (customer.service[email protected]).
With regards to overseas countries, if you haven’t received the informative e-mail within 10 working days from the time of dispatch, please contact Customer Service ([email protected]).
5) The item has been returned, I have been compensated - reimbursed the item’s value, but I haven’t been compensated for the shipping fees.
Reimbursement on the item’s value doesn’t include shipping fees.
6) The item has been returned but I have been compensated - reimbursed for the wrong amount.
In case you have been compensated – reimbursed for the wrong amount, please contact Customer Service ([email protected]).
Note: You are reminded that return fees are the customer’s responsibility.
7) Is there any possibility that I request an item return asking for exchange without it being possible?
When Toi&moi receives the returned product, it examines your exchange request. If we cannot exchange the product, we will contact you in order to reimburse you the item’s value. You can be reimbursed by choosing one of the options mentioned in detail in question 1.
Note: In that case, if you wish to be reimbursed on the value of the returned product using a bank account, you will need to complete the special Form by clicking here.
8) I returned a product and asked to be reimbursed on its value but you exchanged it instead.
If you asked for a reimbursement on the value of the product in one of the ways mentioned in question 1, and we exchanged it instead, please contact Customer Service ([email protected]).