FREQUENTLY ASKED QUESTIONS

We offer the following shipping methods:

Standard 3-4 business days and cost is £7,95  (free on purchases of £99)

Customers do not have to pay any customs charges, as those costs are assumed by Tous.

*We currently ship to UK (excl. Isle of Man, Jersey and Guernsey).

*Due to the high volume of requests during campaign periods, delivery times may be delayed.

As soon as your order has been sent out, we will send an email to let you know.

If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking "Order history". There you can review your past orders and the status of your current order.

If you did not create an account, or if you signed up after placing your order, you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact our Customer Service Team who will track it down for you.

We currently ship to UK (excl. Isle of Man, Jersey and Guernsey) . Unfortunately, for security reasons we cannot ship to neither P.O. boxes nor BFPO.

Once your order has been confirmed, it will not be possible to make changes or cancel it. If you wish to do so, you should follow the returns process after receiving your package.

If you have received an incorrect/defective item, we sincerely apologize.

Contact our Customer Service Team within 24/72 hours upon receipt of the order and provide us with the following information:

• Your Order Number
• Product Code/Product Name
• If you want a refund or replacement

Please note: it is important to save the boxes as well as their shipping labels and packaging. If a problem has occurred, you will also be asked to provide photographic evidence.

If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service within 24/72 hours upon receipt of the order.

Let us know the order number and the product code or product name of the item you wanted, and we will look into it.

We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it.

Please note: it is IMPORTANT to save both the boxes and their shipping and packaging labels. In the event of an incident, you will be asked to produce them as well as photos of them.