Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@tontontresors.com. Please note that returns will need to be sent to the following address: 75011 Paris, France
Please note:
* We do not provide return shipping labels.
* Refunds will cover the item cost only, excluding shipping fees. The refund will be processed once we receive and inspect the item to confirm it is in its original condition.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days.
Nous acceptons les retours sous 14 jours à compter de la réception de votre commande.
Pour être éligible, l’article doit être retourné dans son état d’origine : non porté, non utilisé, avec ses étiquettes et dans son emballage d’origine. Une preuve d’achat (facture ou reçu) est également requise.
Pour initier un retour, veuillez nous contacter à contact@tontontresors.com. Les retours doivent être envoyés à l’adresse suivante : 75011 Paris, France.
Veuillez noter :
* Nous ne fournissons pas d’étiquette de retour.
* Le remboursement concernera uniquement le prix de l’article, hors frais de livraison. Il sera effectué une fois l’article reçu et inspecté afin de vérifier son état.
Articles endommagés ou erreurs de commande
Veuillez vérifier votre commande dès réception et nous contacter immédiatement en cas d’article défectueux, endommagé ou incorrect. Nous évaluerons le problème et trouverons une solution.
Remboursements
Une fois votre retour reçu et inspecté, nous vous informerons de l’approbation du remboursement. S’il est validé, le remboursement sera effectué via votre mode de paiement initial sous 10 jours ouvrés.
Special Instructions for International Returns (Buyers Outside of France and the EU)
If you are returning an item from outside France or the European Union, follow these steps to ensure smooth processing:
Preparing the Return Package and Documents
1. Package Preparation:
- Use secure packaging to protect the item during shipping.
- Include the original invoice or a copy with purchase details inside the package.
2. Customs Declaration Form (CN22/CN23 or Commercial Invoice):
- Mark the package as “Returned Goods” or “Goods Returned to Sender.”
- Provide the description: “Return of merchandise: [product description].”
- Declare the original value of the item (as per the purchase invoice).
- Include the reason for the return (e.g., "product return" or "refund").
3. Supporting Documents:
- Attach a copy of the original receipt or invoice to prove the item was previously exported from France.
- Include a reference to the original shipping number, if available.
4. Shipping Service:
- Use a shipping service that provides tracking and insurance.
- Ensure the courier declares the item as a “return” to avoid customs fees or VAT.
Important Note
If the package is not prepared according to these instructions and French customs imposes taxes, VAT, or import fees, these charges will be deducted from your refund along with the shipping cost.