FAQ | Toni&Lou

Customer Help

Welcome to our FAQ page - your go-to resource for quick answers and helpful insights.

Order and Delivery

Which countries do you ship to?

We currently offer shipping to the following countries: Austria and Germany.

When will I receive my order?

We know you're eagerly anticipating your order, and we're here to provide you with an estimated delivery timeline. Please note that these are approximate timeframes and may be subject to unexpected delays, such as weather conditions, national holidays or other unforeseen circumstances. The suggested delivery times are calculated after the product has been shipped.

Austria

Shipping service: Hermes
Delivery time: 1-2 Business Days

Germany

Shipping service: Hermes
Delivery time: 2-5 Business Days

How much does shipping cost?

Shipping costs can vary depending on your location. We always strive to offer competitive and transparent shipping rates to ensure you receive the best value for your order. If you have any specific questions or concerns about shipping costs, feel free to contact our customer support team, and we'll be more than happy to assist you!

Austria

From 50€ - free shipping
Below 50€ - 4€

Germany

From 75€ - free shipping
Below 75€ - 10€

Can I make changes to my order?

We completely get it, we change our minds too! If you need to make changes to your order, such as updating the shipping address, changing product quantities, or adding/removing items, be sure to get in touch with us as soon as possible. We can only make changes to your order before it is processed and shipped. We cannot modify the contents or shipping details once an order has been sent.

Returns

How do I return an order?

At Toni&Lou, we are committed to providing you with the best shopping experience possible. We understand that sometimes, despite our best efforts, a product may not meet your expectations. That's why we have a clear and straightforward return policy to make the process as easy as possible for you.

For more information please read through our Return Policy.

There's an issues with the items I received. What now?

We take pride in delivering high-quality products that meet our customers' expectations. We understand that sometimes, unforeseen circumstances can lead to damages or issues with your purchase. We're committed to resolving such situations promptly and effectively.

Please read through our Return Policy and follow the steps that apply to your situation.

When will I receive my refund?

We understand the importance of timely refunds and want to make sure you have all the information you need. Once we receive your returned items and complete the necessary quality checks, we'll initiate the refund process.

Here's what you can expect:

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed using the same means of payment that you used in the original transaction and no later than 14 business days after we've received the returned items.

For more information please read through our Return Policy.

About Toni&Lou

Why felt?

In a world dominated by digital screens and virtual experiences, one versatile material has stood the test of time: felt. From early childhood development to therapeutic applications, the benefits of incorporating felt into play and storytelling are manifold. Using felt characters and scenes engages children in a multisensory experience that encourages participation, active listening, and a deeper understanding of narrative structures. Read more about the amazing benefits of felt and how it can transform playtime here.

What are Felt Play Sets?

We currently offer three different types of Felt Play Sets all created to fit our Felt Play Mat:

Our Pretend Play felt sets help children develop social understanding, problem-solving skills, empathy, and much more by allowing them to experiment with different roles and perspectives.

With the Play & Learn felt sets, kids dive into a new world filled with curiosity and playful learning. These felt sets help little ones understand abstract concepts and develop cognitive skills while having a blast.

The Puzzle felt sets take a new spin on an absolute classic. Let yor kids turn, flip, and wiggle the pieces while building fine motor skills, hand-eye coordination, and visual perception.

Where are Toni&Lou toys made?

We are dedicated to providing our customers with the highest quality products that are not only safe but also ethically made. Our soft felt fabrics are made in Germany, where the highest social and environmental standards are met during production. Then, the design is printed, and the final pieces are cut by a family-owned company in Bulgaria that emphasizes maintaining excellent working conditions and using state-of-the-art machinery. Our products are entirely made in the EU.