Customer Service
Refunds & Exchanges
- How can I make a return?We hope you enjoy our products. While we are not required to provide a refund or replacement if you change your mind, subject to certain exceptions set out below, if you change your mind you can make a return within 14 days, with a very simple procedure:
- 1.Enter in the return/exchange request form the email address with which you purchased and the order number and follow the return procedure
- 2. Make sure the products are in the same condition as you received them and place them in their original box or an equally sturdy one
- 3. Print the prepaid label attached to the email you received at the end of the return procedure and stick it on the box. Take care to completely cover the previous label.
- 4.Contact the UPS courier directly on (61) 131 877 or leave the parcel at the UPS Point that is most convenient for you.
Returned items must meet the following conditions in order for a refund to be made:- All items must be returned in their original condition, with undamaged tags attached. Worn, used, altered or damaged merchandise will not be accepted.
- Shoe soles must be intact and undamaged, please try the product on a soft, clean surface.
Our change of mind returns policy does not apply to the following products: - Custom made items are considered final and therefore cannot be returned if you change your mind.
- Products that are marked as 'final sale' or were discounted cannot be returned for change of mind.
Disclaimer for faulty or defective products
Unless otherwise stated, the returns and exchanges process provided in this policy applies for change of mind only and does not apply to returns for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products and other statutory rights to a repair, replacement or refund.
- Can I return 'final sale' or discounted products? Products which are marked with 'final sale' or are discounted are not eligible for return if you change your mind. We recommend choosing carefully to avoid disappointment. You may also contact our Customer Service team for assistance prior to purchasing. Please note that our change of mind policy does not apply in relation to faulty or defective goods.
A notice will appear in your cart for products which have been marked as 'final sale' or are discounted, and by purchasing a 'final sale' or discounted product you agree that the product cannot be returned if you simply change your mind. If 'final sale' or discounted products are returned for change of mind only, the products will be returned to the sender at the sender's expense.
- How can I make an exchange?If you have mistaken the size of a product or the fit is different from what you expected, you can request an exchange of the product within 14 days subject to certain exceptions set out below. Please note exchanges can only be made once and for a different size. The procedure is very simple:
1.Enter in the return/exchange request form the email with which you purchased and the order number and follow the return procedure. In case other sizes are not available, it will still be possible to ask for a refund.
2.Make sure the products are in the same condition as you received them and place them in their original box or an equally sturdy one
3. Print the prepaid label attached to the email you received at the end of the return procedure and stick it on the box. Take care to completely cover the previous label.
4.Contact the UPS courier directly on (61) 131 877 or leave the parcel at the UPS Point that is most convenient for you
The product in the new selected size will be shipped as soon as the quality checks on the returned item have been passed. You will receive a new shipping confirmation email with a link to track the delivery.
Our exchange policy does not apply to the following products:
- Custom made items are considered final and therefore cannot be exchanged- Products that are marked as 'final sale' or were discounted cannot be exchanged
Please note that our exchange policy does not apply in relation to faulty or defective goods. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products.
- What are the terms of returning or exchanging an item?On all our articles (except for custom made items and products marked as 'final sale' or discounted) there is the possibility of free return or exchange, subject to the following conditions:
- The return/exchange must be requested within 14 days after delivery of the order;
- Items to be returned/exchanged must be handed over to the courier within 14 days of notification of the return/exchange request to Customer Service;
- The return/exchange can only be sent from the country of delivery;- You may only return items purchased on tods.com online. We cannot accept items purchased at boutiques.
- In the case of withdrawal from a multiple order, the delivery costs for the same will not be refunded unless you withdraw from the entire order.
- Exchange is only possible for a different size
You must send the items back within 14 days from when you made the online return/exchange request.
If you want to return a gift, you will have to contact the person who invited you or, if you prefer, you can contact Customer Service.
Please note this does not apply to returns or exchanges for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products.
- Are returns and exchanges free of charge?
On tods.com, where we offer returns and exchanges for change of mind, those returns or exchanges are always free, provided they are made within 14 days from the date you received your order. Returns and exchanges for change of mind are not available in relation to custom made items or products that are marked as 'final sale' or were discounted.
You can return an item (other than custom made items or products that are marked as 'final sale' or were discounted) by taking it to your nearest boutique, or by shipping or delivering it to a UPS point using the prepaid label you are sent at the end of the return process.
•How many days do I have to request an exchange/return?
You can return or exchange the purchased product within 14 days from the date of delivery.
Please note this does not apply to returns or exchanges for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products.
- How many days do I have to request an exchange/return?You can return or exchange the purchased product within 14 days from the date of delivery.
Please note this does not apply to returns or exchanges for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products
- Can I return or exchange a custom-made product?We regret that customised MyGommino products cannot be exchanged or returned, as they are custom-made and/or clearly personalised goods.
Please note this does not apply to returns for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products.
- Can I exchange a product purchased online at a boutique?No, you can only return an item purchased online to the boutique, but you cannot exchange it. If you wish to change the size of a product, please follow the online procedure.
- Can I return a purchase made online to a boutique?Yes, you can return a product purchased on tods.com to a shop. If you wish you can go to one of our boutiques to return the product, our assistants will start the procedure. The refund will be made via the same payment method used for the purchase (credit card, PayPal, etc.) once the package has been received by our warehouse and the necessary quality checks have been successfully completed.
- What are the refund times/methods?Refunds are made after having verified the integrity of the returned items after they have arrived in the warehouse. This verification may take approximately 3 to 4 working days after delivery.
Following the verification and acceptance of the return, we will issue the refund as soon as possible, directly to the payment method used for the purchase, and in the same currency.
You will see the credit to your account within approximately one week after our refund request, depending on the time required by banking procedures.
Please note this does not apply to returns or exchanges for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products.
- I requested a return: how do I return the product? / How can I book a UPS pickup?Returning the product is very simple:
1.Print the pre-paid label attached to the email you received at the end of the return procedure and apply it to the box. Take care to remove or cover well any previous labels
2.Contact the UPS courier directly on (61) 131 877 or book a pick-up online at ups.com. The courier will take care of your request. Alternatively, you can leave the parcel at the UPS point that is most convenient for you.
- I purchased in-store and have a problem with the product, can I return it online?Unfortunately, it is not possible to return a product purchased physically online: for all items purchased in the shop, both the return and the exchange are necessarily handled in the boutique. We therefore invite you to contact the boutique where you bought the product, the sales assistants will be happy to help you solve your problem.
- If my product is faulty or defective, can I request a replacement?Yes, in accordance with our Terms and Conditions of Sale, customers are entitled to certain remedies where a product is faulty or defective, or otherwise does not meet one of the 'consumer guarantees'. In some situations you may be entitled to request either a refund or a replacement (subject to availability). If the fault is only minor, then we may also elect to repair it for you. Please contact our Customer Service team as soon as possible in the unlikely event that there is a problem with your product.
- How can I get assistance for Tod's products?We are sorry if you have experienced any problems with one of our products. We always try to ensure the highest production quality, but it is possible that some faults may have been overlooked. Please contact our Customer Service with your order number and a brief explanation of the problem. We will contact you as soon as possible to initiate a service case.
- Can I return with a courier other than UPS?You can return a product with a courier other than UPS, but in this case the shipping costs will be entirely on your charge, as well as the tracking of the shipment.
Furthermore, the package will not be covered by our insurance in case of theft or loss. Finally, it will not be possible for us to intervene if any inconveniences arise during transit.
- What are the terms of returning or exchanging an item?On all our articles (except for custom made items) there is the possibility of free return or exchange, subject to the following conditions:
- The return/exchange must be requested within 14 days after delivery of the order;
- Items to be returned/exchanged must be handed over to the courier within 14 days of notification of the return/exchange request to Customer Service;
- The return/exchange can only be sent from the country of delivery;- You may only return items purchased on tods.com online. We cannot accept items purchased at boutiques.
- In the case of withdrawal from a multiple order, the delivery costs for the same will not be refunded unless you withdraw from the entire order.
- Exchange is only possible for a different size
If you want to return a gift, you will have to contact the person who invited you or, if you prefer, you can contact Customer Service.
Please note this does not apply to returns or exchanges for faulty or defective products. Please see our Terms and Conditions of Sale for our policy for dealing with requests relating to faulty or defective products.
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