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Return Policy

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. Whether you've changed your mind, received a damaged item, or encountered any other issue, we're here to assist you every step of the way. Please take a moment to read through our return policy guidelines below to ensure a smooth and hassle-free return process.

Eligibility

You have the right to withdraw from this contract within fourteen days without giving a reason. The cancellation period is fourteen days from the day you or a third party named by you, who is not the carrier, takes possession of the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Return Process

1. To initiate a return, you can contact us at info@toni-lou.com with the subject "Return" and your order number. Please note that we will only accept items sent back to us after first requesting a return. To meet the cancellation deadline, it is sufficient for you to send the communication regarding your exercise of the right of cancellation before the cancellation period has expired.

2. After you’ve contacted us we will provide you with a return address and a cancellation form.

3. We recommend you send the order back with DPD, DHL, or another safe and reputable courier company. Place the cancellation form (including your order number) in your shipment so that we can identify your order faster. The items must be returned to us no later than fourteen days from the day on which you notify us of your wish to return the order. Please note that you bear the direct costs of returning the items.

* Please bear in mind that only items purchased directly from the Toni&Lou website can be returned in the manner described above. Toni&Lou play sets purchased from other retailers must be returned according to their respective return policies.

Refund Policy

1. 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.

2. 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.

Exchanges

The fastest way to exchange an item is to return the product you have, following our return process, and, once the return is accepted, to place a new order for the desired item.

Damages and Issues

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.


To report damages, defects, or other issues, please contact our customer support team at info@toni-lou.com. Please include:

  • Your order number.

  • A description of the problem.

  • Any supporting photographs or details to help us assist you more efficiently

 

1. Damaged or Defective Items - If you receive a product that is damaged during transit or has a manufacturing defect, please get in touch with us within 14 days of receiving the item. Please provide clear photographs of the damaged or defective item, including any relevant packaging, to resolve the issue. We will assess the situation and offer you a replacement, repair, or refund, depending on the nature of the problem and the product's availability.


2. Incorrect or Missing Items - In the rare event that you receive an incorrect item in your order or an item is missing, please notify us within 14 days of receiving your package. We will verify the issue and take appropriate steps to send you the correct item or replace the missing item as soon as possible.

Changing order details

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.

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