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Contact & FAQ

For any questions, contact: hello@tonestore.co

CUSTOMER SERVICE

How can I contact customer service?

If you encounter an issue with your order or have a specific request, we'll be delighted to assist you at hello@tonestore.co.

When will I receive a response?

As our team is small, we will try to respond as quickly as possible and keep you informed of the timeframe. The response time may vary depending on periods of high traffic on the website. Thank you for your patience, and feel free to check your spam folder if the response is delayed.

DELIVERY & ORDERS

How can I track my order?

Once your order has been validated, prepared, and handed over to the delivery service, you will receive a shipping confirmation email with a link and tracking number. You can directly track your order on the carrier's website using the provided information.

When will my order be shipped?

We ship packages within 24 business hours, which means from Monday to Friday, excluding public holidays.

I want to modify my order. Is it possible?

Contact us as soon as possible at hello@tonestore.co, and we will try to see what can be done if the shipment hasn't been processed yet.

If the order has already been shipped, you can return the item that doesn't meet your expectations and place a new order.

 

I made a mistake in the shipping address. How can I change it?

Contact us immediately at hello@tonestore.co and also through Instagram so that we can receive the message promptly. If the shipment hasn't been processed yet, we can modify the address.

I want to cancel my order:

If your order hasn't been processed or shipped yet, it is possible to cancel it and obtain a refund. Contact us as soon as possible.

I have paid customs fees. What should I do?

When ordering from a country outside the European Union, customs fees and VAT may be applied, and they are your responsibility.

RETURNS

I want to make a return. What should I do?

Check our return policy to ensure that you meet the conditions, then fill out our return form.

Feel free to contact us if you need assistance.

hello@tonestore.co

Return and Refund Policy

TONE has a 15-day return policy: you have 15 days from the day you receive your order to return it for a refund.

We offer free returns in France. Returns from other countries are at the customer's expense; however, our customer service team will be happy to assist you if you have any questions during the process.

Returned items must adhere to our return policy:

For beauty and health products: The product must be intact, unopened, and in its original packaging. You should include in your shipment: the product, the order number associated with the return, and your contact information.

Also, include a note specifying the reason for your return to facilitate the processing of your request. If the returned product does not meet the return conditions, a refund cannot be processed.

Items must be returned unworn, undamaged, and unused, with all attached labels and the original packaging included. If an item has a TONE security tag or a brand tag, it must be returned with the tag in its original position.

Items must be returned with intact hygiene seals, all brand labels intact, and in brand packaging. All clothing should be tried on over your own undergarments.

We will not accept any returns that have been worn or soiled. Any return that does not comply with our policy will not be accepted.

Our return service reserves the right to refuse a return if the product is unsuitable for resale.

We will process your return within 1 week, and the refund process takes approximately 2 weeks.

 

These timeframes are due to the receipt and verification of the product's condition.

When repackaging your items, please remember that they are handled by individuals, and we rely on our community to take care of them.

 

PRODUCTS

I have a question about the products...

Our team will be delighted to assist you with your choices. Contact us via the email address mentioned above.

Always consult with a medical professional regarding any medical conditions before using the products sold on Tone.

 

I have a medical condition.

Can I use the products sold on Tone?

Always check for any medical contraindications when ordering health and beauty products. Your skin and body are unique, and it's important to seek medical advice.

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