Customer Service
<h3>Refunds & Exchanges</h3>
- How can I make a return?We hope you like all the products, but if you wish 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 6664700 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.
- Custom made items are considered final and therefore cannot be returned.
- 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. 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 6664700 or leave the parcel at the UPS Point that is most convenient for you
- Can I make an exchange?The exchange is only possible once and only for a different size. You will have to return the items within 14 days from when you submitted your exchange request online and follow the exchange/return procedure.
- 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.
- 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.
- 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 once 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.
- 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 6664700 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 defective, can I request a replacement?If you have received a defective product, an exchange is only possible if the item is still available on our official website. In this case, please contact our Customer Service as soon as possible in order to check availability and initiate the procedure.
- 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.
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