What is the payment method?
TOUS accepts VISA, Mastercard, American Express and PayPal.
What is the shipping methods and cost?
TOUS offer the following shipping methods:
* Standard (5-7 business days):
The cost of Standard Shipping is 5,95£
TOUS currently ship to UK (excl. Isle of Man, Jersey and Guernsey).
How can I check the status of my orders?
As soon as your order has been sent out, TOUS will send an email to let you know. If you created an account before you submitted your order, you can track your orders by visiting “My Account” and clicking “Order history”. There you can review your past orders and the status of your current order. If you did not create an account, or if you signed up after placing your order, you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact TOUS Customer Service Team who will track it down for you.
Can I change or cancel my orders?
Once your order has been confirmed, it will not be possible to make changes or cancel it. If you wish to do so, you should follow the returns process after receiving your package.
What if I received a faulty/incorrect item?
If you have received an incorrect/defective item, TOUS sincerely apologize. Please contact Customer Service straight away, and let them know the following details:
* Your Order Number
* Product Code/Product Name
If you want a refund or replacement
Please note: it is important to save the boxes as well as their shipping labels and packaging. If a problem has occurred, you will also be asked to provide photographic evidence.
What is the return policy?
If for any reason, you are not satisfied with the item you purchased on TOUS.com, you have 30 days from the date of purchase to return it. The item must be in perfect condition and in its original packaging. In the case of outlet items, the returns period is 15 days.