Return & Refund Policy
Tonalshoes offered a range of chic and comfortable daily shoes, catering to the diverse lifestyles and preferences of its customers.Tonalshoes' theme of being people-friendly, everyday, and fashionable shone through in every product, inviting women to embrace their individuality and express themselves through their clothing choices.
At Tonalshoes, we want you to love your purchase!If for any reason you're not completely satisfied, we're here to help.Please review our return and refund policy below.
We're bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 30 natural days of receipt for most items in new condition .
1.Please contact Customer Service on our site, indicating the item(s) you would like to return and the reason.
2.After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3.Drop off your package at the local post office.
4.Most returns are processed within 5 business days after we receive your package.We'll issue the refund to you by original payment method.
Return & Exchanges Conditions
We want you to be happy with your purchase and we apologize if it is not.For whatever reason that you are not satisfied, we would be most happy to provide exchanges and returns for all items purchased from us if the following conditions are met :
- Shoes returned without authorization will not be accepted.
- Shoes must be returned within 30 natural days after you receive them.
- All Shoes must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- When returning or exchanging Shoes, customers must use a shipping method providing tracking information.
P.S. In order to be eligible for a refund, hygiene stickers must be fully intact.Incomplete stickers will not be accepted.The original shipping cost (if any) is non-refundable, in most cases.
No Return & Exchanges Items
The following items are non-returnable and cannot be refunded:
- Damage/Lost caused by customers is non-refundable.
- Shoes with non-returnable marks and free gifts cannot be returned.
- We do not accept returned Shoes that have been sent back without proper returns requests.
Please be sure to double-check your returns before shipping them out.We are not responsible for the return of non-Tonalshoes products .
Note:The original shipping fee and Shipping Guarantee are non-refundable.
About Free Shipping :Once the order needs to be refunded, you will no longer enjoy the free shipping activity.When a refund is generated, you need to bear the shipping fee according to the Standard Shipping rate, the refund you receive needs to deduct the shipping cost of the package we shipped out.
If non of the above conditions are met, we regret to inform that we are unable to process any claims for exchanges or refund regardless that the items have been mailed back to us.
Return Address
Please contact our Customer Service if you wish to return any items.You will receive a response as soon as possible.
If you want to initiate a return, please complete the following steps:
Please send us a photo of the products you’ve received with the return request to the hello@tonalshoes.com and we will guide you through the steps.
Return the item to the provided address in response email within 10 calendar days and send us the tracking number after you ship the item.
Please do not send your purchase back to us unless we authorize you to do so.
Refund & Return & Exchanges Details
Due to the reasons of Tonalshoes, the problem that needs to be returned and exchanged is handled as follows
When returning
Refund amount: 100% of the total order amount
Return shipping fee: pay by Tonalshoes
When exchanges
Return shipping fee: pay by Tonalshoes
Re-shipment freight: pay by Tonalshoes
Due to the customer’s reasons, the problem of the need to return and exchange the goods is handled as follows
When returning
Refund amount: 100% of the product amount (excluding freight)
Return shipping fee: customer pay
When exchanges
Return shipping fee: customer pays
Re-shipment freight: customer pays
Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 5 business days.
- If you haven’t received the refund within 5 business days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at hello@tonalshoes.com.
If you have any questions about our return and refund policy, please contact us in time through the following contact information
Contact Us
Business Name：Tonalshoes
Email: hello@tonalshoes.com
Phone: +86 18902450411
Address: Room 405, 4th Floor, Fengtian Building, Donghuan 1st Road, Longhua District, Shenzhen, Guangdong
Postal Code: 518109
Working Hours:
Monday - Friday: From 9:00 am to 6:00 pm (GMT-6:00)
Saturday - Sunday: Closed