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INTERNATIONAL DELIVERY (FREE SHIPPING over 79€ (DE)...) More infos here.

You always can return us your items and get a refund or avail credits for future purchases

Home > RETURN

RETURN

WARNING: Following the latest government decisions concerning VIDOC-19, the temporary closure of the Relay Points no longer guarantees this service (temporarily):

Our return service is temporarily unavailable until the Relay Points reopen.
In order for you to still benefit from our return service (when it is re-established, as well as the return of the activity to normal), we guarantee an extension of the return time.

Extraordinary procedure due to confinement :
Once we reinstate Product Returns, simply send us an email to commandes@toonzshop.com and we will provide you with the link to edit and print your return label.


It's that simple ;)

For more information go to our dedicated page : COVID-19 : INFO
Or on our Q&A : COVID-19 Information

↓↓ The "Returns" procedure below is temporarily suspended, thank you for your understanding. ;) ↓↓


For any reason whatsoever, you may return your item(s) and we will refund or issue you a credit note,
depending on your choice!

To return your item and obtain a credit note or refund (we do not exchange), please follow the instructions in the box below.

Kindly note that :

- You have 30 days from the date of reception of your order to return the item,
- The postal fee for such return shall be your responsibility,
- Returned items must be new, not washed, not used and must be clean (for hygiene and health protection purposes, we will not accept any piercings or earrings with packages already opened).


To know whether we effectively received your package, consult the package tracking number provided when shipping the package.
We receive a huge number of packages every day and it is difficult to empty the container to tell you whether the package effectively reached us =^-^=
Once the return of your item has been processed, you shall be informed through email.


How to return an item

Step 1. Login to your customer space and click on «    »

Step 2. Create a return request, select the corresponding order and provide information in the required fields before confirming.

Step 3. Prepare your return package by attaching to the concerned items the filled return form which you received from your initial package (to reprint, click here).
Next, ship it on your own expense (and make sure you keep evidence of the shipping) to the following address :

Toonzshop
45 Route de la Cassette
86000 Poitiers
FRANCE





Returning a flawed*/ unordered product 

Since the error is human and every product on our website is handmade and packed by humans instead of machines, you may find some with problems or mistakes. 
If so, Toonzshop Team will surely refund you the cost of the product and also the return.

If you need to make this kind of return, please send your request to: commandes@toonzshop.com explaining the reason of the return with photos of the flaw or the mistake attached.

Within a maximum of 3 days, you will receive a reply detailing about how to proceed.

*Products are determined as flawed on assessment by the after-sales service team; generally, this is due to (non-exhaustive list):
a flaw on the product, a colour not matching the website image, the wrong item being received etc.





We do not offer a standard exchange. For a new size, another fit or change of colour, simply place another order on the website.


If you have any other concern: here is our FAQ.



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Do you have questions ?

With this exceptional situation, our customer service team works from home,
you can contact them by email: commandes@toonzshop.com,
or by telephone on +0033(0)549436132 from Monday to Friday // 10am - 1pm, thank you to privilege the sending of a mail :)

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Temporary closure of our physical shop
45 Route de la Cassette 86000 Poitiers - France