Frequently asked questions
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Returns
CALL US
CALL US
08082345386
Toll free. Customer Service hours: Monday to Friday 7am-7pm.
Monday to Friday 7am-7pm.
WRITE US
WRITE US
  • 1
    Our return and exchange policy
  • Returns are admitted provided the article is in perfect condition, in its original packaging and no more than 90 days have lapsed since the date of purchase. Full refund will be carried out by the same means as payment was originally made, within 14 calendar days as of receipt of the merchandise. Returned items must be sent to our Return Service Center at purchaser’s expense, along with purchase slip and certificate of authenticity. For ease of use, addressed return labels are included with your purchase receipt.

    E-Commerce Dpt. (Returns):
    C/ Sallent, 93-103
    P.I. Els Dolors
    08243 Manresa (Barcelona)


    To secure proof of return, we advise you always keep the courier’s receipt as proof of package delivery.No returns will be admitted at Tous stores. Articles may only be exchanged at Tous stores, except for those located within department stores and airports, for the same or a higher price. In the event of defective articles due to a manufacturing flaw, TOUS will replace the article with a new one with identical characteristics. In the event of any incident in the receipt of your order, please contact Tous® Customer Service at 08082345386.

  • 2
    Special sale articles
  • Articles purchased from the “Special Sale” section may only be exchanged at TOUS OUTLET/FACTORY stores within 15 days as of purchase date by presenting the Certificate of Authenticity and provided the item is in perfect condition.

    The return of the article on the online store may only be made provided in the event of defective articles due to a manufacturing flaw. TOUS will replace the article with a new one with identical characteristics.

    In the event of any incident in the receipt of your order, please contact Tous® Customer Service at 08082345386.

  • 3
    How do I return articles?
  • Please pack the products together with the original packing slip and certificate of authenticity. Give the parcel to the courier. Remember to retain the receipt from the courier as proof of postage.

    Once we have received your return, we will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise.

  • 4
    When will I get my refund?
  • We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise and send you an e-mail to let you know we have received and processed it.

    After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. Unfortunately this delay is outside of 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 method of refunding your order.

  • 5
    My return was processed but I wasn't refunded my delivery charge?
  • We are sorry, but the shipping cost you originally paid is non-refundable.

    However, if we sent you the wrong item or something defective, we will of course refund your shipping costs.

  • 6
    I have been refunded an incorrect amount
  • We are very sorry if we have refunded you the wrong amount. Please contact Customer Service and give them your order number and the required refund amount.

    Please note:

    Shipping charges are non-refundable, so you will be refunded the full value of the items returned less the shipping charge.

  • 7
    Have you received my returned Items?
  • As soon as our warehouse has processed your return, we will email you to let you know. We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise. In the unlikely event that you don't receive an email within 20 days after your parcel has been collected, please get in touch with Customer Service, and we will investigate.

  • 8
    TOUS BY YOU porducts
  • As soon as our warehouse has processed your return, we will email you to let you know. We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise. In the unlikely event that you don't receive an email within 20 days after your parcel has been collected, please get in touch with Customer Service, and we will investigate.

  • 9
    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.

Returns
CALL US
CALL US
08082345386
Toll free. Customer Service hours: Monday to Friday 7am-7pm.
Monday to Friday 7am-7pm.
WRITE US
WRITE US
  • 1
    Our return and exchange policy
  • Returns are admitted provided the article is in perfect condition, in its original packaging and no more than 90 days have lapsed since the date of purchase. Full refund will be carried out by the same means as payment was originally made, within 14 calendar days as of receipt of the merchandise. Returned items must be sent to our Return Service Center at purchaser’s expense, along with purchase slip and certificate of authenticity. For ease of use, addressed return labels are included with your purchase receipt.

    E-Commerce Dpt. (Returns):
    C/ Sallent, 93-103
    P.I. Els Dolors
    08243 Manresa (Barcelona)


    To secure proof of return, we advise you always keep the courier’s receipt as proof of package delivery.No returns will be admitted at Tous stores. Articles may only be exchanged at Tous stores, except for those located within department stores and airports, for the same or a higher price. In the event of defective articles due to a manufacturing flaw, TOUS will replace the article with a new one with identical characteristics. In the event of any incident in the receipt of your order, please contact Tous® Customer Service at 08082345386.

  • 2
    Special sale articles
  • Articles purchased from the “Special Sale” section may only be exchanged at TOUS OUTLET/FACTORY stores within 15 days as of purchase date by presenting the Certificate of Authenticity and provided the item is in perfect condition.

    The return of the article on the online store may only be made provided in the event of defective articles due to a manufacturing flaw. TOUS will replace the article with a new one with identical characteristics.

    In the event of any incident in the receipt of your order, please contact Tous® Customer Service at 08082345386.

  • 3
    How do I return articles?
  • Please pack the products together with the original packing slip and certificate of authenticity. Give the parcel to the courier. Remember to retain the receipt from the courier as proof of postage.

    Once we have received your return, we will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise.

  • 4
    When will I get my refund?
  • We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise and send you an e-mail to let you know we have received and processed it.

    After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. Unfortunately this delay is outside of 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 method of refunding your order.

  • 5
    My return was processed but I wasn't refunded my delivery charge?
  • We are sorry, but the shipping cost you originally paid is non-refundable.

    However, if we sent you the wrong item or something defective, we will of course refund your shipping costs.

  • 6
    I have been refunded an incorrect amount
  • We are very sorry if we have refunded you the wrong amount. Please contact Customer Service and give them your order number and the required refund amount.

    Please note:

    Shipping charges are non-refundable, so you will be refunded the full value of the items returned less the shipping charge.

  • 7
    Have you received my returned Items?
  • As soon as our warehouse has processed your return, we will email you to let you know. We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise. In the unlikely event that you don't receive an email within 20 days after your parcel has been collected, please get in touch with Customer Service, and we will investigate.

  • 8
    TOUS BY YOU porducts
  • As soon as our warehouse has processed your return, we will email you to let you know. We will issue your refund to you in the form of the original payment within 14 days of receipt of returned merchandise. In the unlikely event that you don't receive an email within 20 days after your parcel has been collected, please get in touch with Customer Service, and we will investigate.

  • 9
    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.