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

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 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,
  • Returned items must be new, unwashed, unworn and clean with the original labels and packaging.
  • For reasons of hygiene and health protection, we do not accept any piercings or ear jewellery with opened packaging, as well as bikini bottoms, shorties & panties and any protective masks.
  • Do not use the shoe box as a package (even if you are returning your pair of shoes alone). For this, please use another container to put your shoe box with the pair inside.
  • We do not offer a standard exchange. For a new size, another fit or change of colour, simply place another order on the website.

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 will receive an email. 


Possibility to issue a prepaid label which will be deducted from your refund. 
Simplified customs procedure & possibility of collecting your parcel at home.

USA: prepaid label at $10
UNITED KINGDOM & SWITZERLAND: possibility to make an "EXPRESS" return only at your expense


Step 1. Login to your customer account and click on « Return of article »

Step 2. Click on « Create a return request » and select the corresponding order and provide information in the required fields before confirming.

Step 3. Select your standard or prepaid return method (which will be deducted from your refund).
You will be able to schedule a DHL courier to pick up your order at your home by choosing the DHL Road or DHL Express option.

Following address to send you return :
45 Route de la Cassette
86000 Poitiers


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: 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 customer service; 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.

Any questions ? Here is our FAQ.