100%PL

Shipment
1) Has my purchased product been shipped? 

When an item leaves the Toi&moi central warehouse, you receive an e-mail informing you that the product will be delivered on the address you have selected.

2) I have received a defective item.

Toi&moi undertakes high standard quality controls in order to ensure that the products reaching the hands of the customers are in an excellent quality condition. In case you notice a defect in the product, please complete in detail the Return Form, found in the packaging, prior to returning the product to us. The offered options are the following:

A) Exchange*. We will do our best to exchange the defective product you returned (same code, possibility forof a different size or color).
B) Reimbursement to the chosen bank account indicated or to the Paypal account through which you paid or through which the credit card was charged, within 30 calendar days from the receipt of the returned product.
C) A cCredit for the value of the returned item to your e-shop account in order to make use of it during your next purchase and ensure the Toi&moi e-bonus loyal customer rights (for details concerning the e-bonus card, click here). The amount will be credited within three days from the receipt of the returned item to our warehouse).

*Note: In case an exchange is not possible due to lack of availability of the requested item, we will contact you offering you the choices B and C.

3) I received an item that was not in my order.

Toi&moi undertakes very strict controls in order to minimize mistakes. However if you receive an item that you haven’t ordered, please complete in detail the Return Form found in the packaging prior to returning the item. The offered options are the following:

A) Exchange. Shipment of the correct item if itthis is still available at the Toi&moi warehouses. 
B) Reimbursement to the bank account indicated or to the Paypal account through which you paid or the credit card charged, within 30 calendar days from the receipt of the returned product.
C) Credit for the amount of the item you ordered and paid for (not of the returned item) to your e-shop account in order to make use of it during your next purchase and ensure the Toi&moi e-bonus loyal customer rights (for details concerning the e-bonus card, click here). The amount will be credited within three days from the receipt of the returned item to our warehouse).

4) An ordered item is missing.

If an ordered item is missing, please contact Customer Services (customer.service@toi-moi.com).

5) What is the shipment procedure?

Toi&moi ensures the best, time and quality wise, shipment of products to the indicated destination, being well aware that it is important for the customers to receive an item of excellent quality within the expected time frame. 

The shipment of the products is undertaken by Geniki Taxydromiki (in Greece) and UPS for countries abroad. In Greece, the products are delivered the next working day from the date of order (2-3 working days for remote areas), and within 3-5 working days (standard delivery) or within 1-2 working days (express saver delivery) for countries abroad. 

Orders registered until 12:30 (local time), are processed on the same day, while orders registered beyond that time, are processed the next day. All orders registered on Friday after 12:30 (local time) and during weekend are processed on Monday.

The delivery of the products in Greece is between 9:00 and 18:00, Monday to Friday and between 9:00 to 13:30 on Saturday (Geniki Taxydromiki). 
The delivery of products abroad is between 9:00 to 18:00, Monday to Friday and between 9:00 to 12:00 on Saturday (UPS).

When the products leave from the Toi&moi warehouse, you receive an e-mail informing you that your order is to be delivered and has a specific invoice number. 
As far as Greece is concerned, if you use this invoice number at the Geniki Taxydromiki website, you may follow the process of your order.
As far as countries abroad are concerned, if you use this invoice number at the UPS website, you may follow the process of your order.

When the products arrive on the receipt address you will be asked to sign in order to receive. 

If the products arrive to the destination and there is no one to receive, then Geniki Taxydromiki (in Greece) and UPS (countries abroad) will make two more efforts to deliver the products to you, within the next working days, leaving a note to contact the assigned representative. You have 5 working days to contact them and set a new appointment. Beyond this time, the product is directly returned to the Toi&moi warehouse. Once the product is returned we will contact you in order to inform you about the choices offered.
We would like to inform you that for your best possible service, in case you are working and there is no one at home to receive, we advise you to indicate your work address as receipt address because all products are delivered between 09:00 to 18:00, when you most probably are not at home.

6) What is the shipping cost?

Shipping costs of our products in Greece and abroad:

Greece

Free delivery of items.
Delivery period: the next working day (2-3 days for remote areas)
Carrier: Geniki Taxydromiki

Abroad

Standard Delivery: 12 euros
Delivery period: 3-5 working days
Express Saver Delivery: 20 euros
Delivery period: the next working day
Carrier: UPS 

Please note: All orders registered until 12:30 (local time), are processed on the same day, while orders registered beyond that time, are processed the next day.
All orders registered on Friday after 12:30 (local time) and during weekend, are processed on Monday.

7) In which countries are your products sold?

The countries in which our products are sold are:
Austria, Belgium, Bulgaria, France, Germany, Denmark, Greece, Estonia, United Kingdom, Republic of Ireland, Spain, Italy, Latvia, Lithuania, Luxembourg, Malta, Holland, Hungary, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Check Republic, Finland and Switzerland.

8) Is VAT included in the price?

VAT is included in the indicated price.

9) Do you deliver on work address?

Toi&moi delivers in work addresses:

> Greece between 9:00 and 18:00, Monday to Friday and between 9:00 to 13:30 on Saturday (Geniki Taxydromiki). 
> Abroad between 9:00 to 18:00, Monday to Friday and between 9:00 to 12:00 on Saturday (UPS).

We should mention that when delivering at work, we deliver at the work address and not the person who placed the order. We therefore consider important that there is someone trustworthy, if not the client, to receive the product.

1) What is the return policy?

You may return a product within 14 days from receipt. If you are returning clothing you should complete theReturn Form found in the packaging in order to inform us why you wish to return the item as well as the manner in which we can best serve you. In the case you have lost the special form, you can download it from here.
The Return Form offers you the following options:

A) Exchange*. We will do our best to exchange the returned product whether this was defective (same code, different size or color), or if you received the wrong code, or it is not the right size for you (choseExchange on the Return Form). For the best service, we advise that within 24 hours from receipt, you inform us on your wish to exchange the product, by completing the special form here.

B) Reimbursement to your chosen bank account or to your Paypal account through which you paid or the credit card you charged, within 30 calendar days from the receipt of the returned product. (Choice:Reimbursement on the Return Form)

C) Credit of the value of the returned item to your e-shop account in order to use of it during your next purchase and ensure the Toi&moi e-bonus loyal customer rights (for details concerning the e-bonus card, click here). The amount will be credited within three days from the receipt of the returned item to our warehouse). (Choice Credit on the Return Form)

*Note: In the case exchange is not possible due to lack of availability for the requested item, we will contact you offering you the choices B and C.

All the returned products should be in their original quality state and labels should not have been removed. Please note that for reasons of hygiene, you may not return swimsuits, leggings, tights and earrings if these have been removed from their original packaging

All products returned to the Toi&moi warehouse, go through a very careful examination. 

The responsibility for returning the product to the Toi&moi warehouses is exclusively that of the customer. This is why you should make sure the product is properly packaged when returned.

The returned items should be sent to the following address:

Toi&moi SA
58 Pindou str & Midias, 14342
N. Philadelphia, Athens
Greece
Tel.: +30 210 2593755
2) What is the return procedure for a product?

From the product’s receipt date you have 14 days at your disposal to decide whether you wish to return it. In case you want to return all or part of your order, please complete the special Return Form included in the received product’s packaging. In the case that you have misplaced the Return Form, you may download it from here.

You are reminded that when returning a product we must be aware of the invoice number, the product’s code as well as your wish for Exchange, Reimbursement or Credit, so that we may satisfy your request in the most accurate way and as soon as possible. 

From the time you send the product, Toi&moi will receive it within 1-2 working days if you are returning it from Greece with Geniki Taxydromiki or within 3-5 working days if you are returning it from abroad with UPS. In case you chose other carriers we cannot guarantee the receipt time of the returned products. After receipt, we will immediately examine your request and notify you via e-mail on the actions taken.

Note: all items should be returned in their original quality condition and the labels should not have been removed. In case we note a non expected default on the item during quality control, Customer Service will contact you regarding the appropriate procedure. 

3) I have lost the Return form. What should I do? 

If you have lost the Return Form, you can download the document from here. Then read the instructions very carefully in order to follow the return procedure correctly. 

4) Have you received the returned item?

When the returned product is delivered to the Toi&moi warehouses, you will receive an e-mail informing you of the receipt. 

As far as Greece is concerned, if you haven’t received the informative e-mail within 5 working days from the time of dispatch, please contact Customer Service (customer.service@toi-moi.com).

With regards to overseas countries, if you haven’t received the informative e-mail within 10 working days from the time of dispatch, please contact Customer Service (customer.service@toi-moi.com).

5) The item has been returned, I have been compensated - reimbursed the item’s value, but I haven’t been compensated for the shipping fees.

Reimbursement on the item’s value doesn’t include shipping fees.

6) The item has been returned but I have been compensated - reimbursed for the wrong amount. 

In case you have been compensated – reimbursed for the wrong amount, please contact Customer Service (customer.service@toi-moi.com).

Note: You are reminded that return fees are the customer’s responsibility. 

7) Is there any possibility that I request an item return asking for exchange without it being possible?

When Toi&moi receives the returned product, it examines your exchange request. If we cannot exchange the product, we will contact you in order to reimburse you the item’s value. You can be reimbursed by choosing one of the options mentioned in detail in question 1.

Note: In that case, if you wish to be reimbursed on the value of the returned product using a bank account, you will need to complete the special Form by clicking here.

8) I returned a product and asked to be reimbursed on its value but you exchanged it instead.

If you asked for a reimbursement on the value of the product in one of the ways mentioned in question 1, and we exchanged it instead, please contact Customer Service (customer.service@toi-moi.com).