Frequently Asked Questions
Our Online return policy
Changes and returns are accepted when the piece is in perfect conditions and there has not passed more than 30 days from the purchasing date. You will also need to present the certificate of authenticity together with the sales receipt.Tous also offer our customers to exchange articles within 30 days at any TOUS store worldwide except at Department Stores, Airport Stores and Multi Brand Stores that can only be exchanged or returned at the place of purchase. The currency of the country and the local price will always prevail.Fragrances, cosmetics, and discounted items are always a final sale.
Special sale items
Items purchased through the online store may only be returned if they have defects caused by manufacturing flaws. TOUS will replace the item with a new one of identical characteristics.If you have any problems in receiving your order, please contact Tous® Customer Service Team.
How do I return items?
All returns must be sent to our Return Service Center at the purchaser's expense with the original packing slip / certificate of authenticity. Return address labels have been provided together with your packing slip for your convenience.As proof of your return, we recommend that you always save the shipping receipt from the carrier.Once we have received your return, we will issue your refund.TOUS Returns Center2323 NW 82ᴺᴰ AVENUEMIAMI FL 33122
When will I get my refund?
After we receive and process your return, you will be issued with the appropriate refund. We aim to process refunds within 10 business days of receiving the returned package. We will send you an e-mail letting you know we have received and processed it.After you have received the e-mail, please allow another 5-10 business days for the refund to be credited to your account. The amount of time this takes will depend on your bank or card issuer. Unfortunately this delay is beyond our control. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card we will contact you to arrange an alternative refund method.
My return was processed but I wasn't refunded my delivery charge?
We're sorry, but the original shipping fees are non-refundable.However, if we sent you the wrong item or a defective item, we will of course refund your delivery costs.
I have refunded an incorrect amount
We're sorry if we have refunded the wrong amount. Please contact Customer Service Team and give them your order number and the required refund amount.Please note:Delivery charges are non-refundable, so you will be refunded the full value of the items returned minus the delivery charges.
Have you received my returned items?
As soon as our warehouse has processed your return, we will e-mail you to let you know. We aim to process refunds within 10 business days. In the unlikely event that you don't receive an e-mail within 20 days of sending off your package, please get in touch with Customer Service and we will look into it.
I have just placed and order. Can I cancel or change it?
Once your order has been confirmed, it is not currently possible for you to change it prior to dispatch.You have an option to cancel but you need to be quick about it. Please contact Customer Service immediately, and they will do their best to fulfil your request. However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.