FREQUENTLY ASKED QUESTIONS

What is the TONI PONS Shop?

The Toni Pons shop is the online selling point of our brand; it’s dedicated to all our customers who want to enjoy our products anywhere in the world.

If you’re a shop and you want to sell our products, please contact info@tonipons.com .

  

Why do I have to indicate my country?

It’s necessary to choose your country for our system to show you just the articles available for your zone.

You can modify this selection anytime using the link that you will find in the upper left part of our website.

  

How can I register?

Our website allows you to create a user account to control all your personal details, the status of your orders and the tracking of your deliveries. Your details will be saved in our database in order to speed up future purchases. Your bank details will never be saved. Remember you can always unsubscribe.

REGISTRATION GUIDE

  

I Have forgotten my password, what do I do?

The passwords are encrypted, so Toni Pons does not have access to your log in details in our shop. If you have forgotten your password, you can find it back through our section Forgot your passport? that you will find in the sign in. The system will then send you an e-mail with the steps to follow to recover the password.

  

If I sign up, will I receive lots of e-mails from Toni Pons?

No, if you are a registered user you will receive e-mails related to your purchase or your shipment. In order to receive information related to new products, discounts and special promotions, you’ll have to subscribe to our NEWSLETTER.

  

How do I subscribe to the Toni Pons Newsletter?

You will have to introduce your e-mail in the Newsletter section that you’ll find in the footer of our website.

If you are a registered user, you will also be able to subscribe by doing a click to the sign up option of the Newsletter.

Remember you can unsubscribe at any moment.

  

Is it necessary to be registered to purchase in Toni Pons shop?

No, you can do your order without the need to be registered, but we recommend you to have your account to control your orders and shipments.

  

How to purchase in the Toni Pons Shop?

To buy in the Toni Pons Shop you will just have to select the products you want to purchase. Once you have selected all you want to buy, you can go to your basket to finalize your order.

PURCHASE GUIDE

  

How can I pay in the Toni Pons Shop?

The payment methods available are:

CREDIT OR DEBIT CARD

VISA, MASTERCARD, VISA ELECTRON, AMEX and other analog cards work through our virtual POS of LA CAIXA. For payments done with credit cards issued outside Spain, it’s necessary that the issuing bank is covered by the CES Protocol. Cards that do not meet this requirement won’t be admitted.

PAYPAL

Payments by PayPal are safe. PayPal uploads your financial information and protects it with the top security and fraud-prevention systems on the market. Your financial details are never shared with the merchant. PayPal is fast and simple: you won´t need to introduce the details of your card or bank account to make payments. You only need an e-mail address and password. PayPal is flexible: you choose how to pay - with a debit card, a credit card or a transfer from your bank account.
You can also use Paypal without being registered with them. Just choose Paypal as the payment method and follow their instructions. This can be useful if your credit card is not accepted in our shop.

  

Don’t you accept bank transfer?

No, we do not have this payment method. If you have any trouble with the payment during the purchase, please contact us in info@shop.tonipons.com.

  

How can I know if my order has been processed correctly?

Once your order has been registered in our system, you will receive a confirmation e-mail regarding the items you have bought. It’s important that you receive this e-mail as it’s the way to be sure there hasn’t been any error during the process of the order. If you are a registered user, you will be able to find the order details in your account.

  

How long will it take until I receive my order?

Toni Pons uses MAIL BOXES for all the shipments. The expected dates are, during working days, from 24 to 48 hours in Spain, from 2 to 6 days in Europe and from 6 to 10 days in international deliveries. We will send you an e-mail once your shipment has left our facilities, in this e-mail you will find the tracking number to follow up your delivery. There may occur delays that are out of our control, in this case, you can directly contact the shipment company with your tracking number.

MAIL BOXES operate with CORREOS EXPRESS, UPS or FEDEX.

UPS will attempt to deliver the package to the address indicated the first time, if it fails; it’s possible that they deposit your package in an ACCES POINT so you can pick it up. If you do not want to pick your package up there, you have the right of another deliver attempt for free. You will have to conact UPS indicating your tracking number and fix another deliver time.

The products will be delivered to the address that you have indicated in your purchase. It is extremely important that the details are exact. If the delivery is sent back to our facilities due to incorrect information, you will be charged with the costs of this delivery.

The client have to give exact information and facilitate the delivery of the order, the failure of any of these will exempt Toni Pons for any responsibility of any delay or cancellation of the delivery.

In case of any problem during the shipment of your order, we will contact you to inform you about the situation.

  

Who pays the shipping costs?

Shipping costs are not included in the item price provided on the website, but they are displayed before finishing the order placement. Shipping expenses can vary depending on the shipment address of each order. Shipping expenses are paid by the customer.

Shipments in Spain and in the US are free of charges.

  

Who covers customs duty in my country?

Some countries outside the UE or the US may require the payment of customs duties to accept the entrance of items. Customs duties are the responsibility of the customer. Toni Pons, through the UPS courier firm, offers you the option of arranging the customs duty without you having to go in person. UPS will contact you once the package has arrived in your country and will ask you if you want them to be responsible for the customs check process at the Customs Office.

  

What happens if the product purchased doesn’t fit well?

If when receiving your product, you see that the size is not the correct one, you can ask for a change. To do that, you have to ask for a return of the product and purchase the correct size.

  

Can I take back the purchased products?

Yes, you have the right to return the products bought within 15 days after receiving the package. Remember that, to make a return, the products cannot have been used and have to be given back with the original package. The non-compliance of these facts exempts Toni Pons from any obligation to give back the money.

The client is responsible for the return shipment of the order.

You can review our returns policy in our Terms and Conditions page.

  

How can I ask for a product return?

There are two different ways of return request:

IF YOU ARE A REGISTERED CUSTOMER

On YOUR ACCOUNT, at MY ORDERS section, you will find a list of your orders placed at TONI PONS. If you are on the return period, you will see the option RETURN. When you click on it, you will see a return form that you must fill in, in order to ask for the return.

IF YOU ARE NOT A REGISTERED CUSTOMER

As you are not registered on our site, you must ask for the return by clicking on the following links.

Our site is divided into delivery areas SPAIN, EUROPE, INTERNATIONAL and UNITED STATES.

At the top right part of the screen you will see in which site are you. Please select one of these links depending on the delivery area where you are located.

SPAIN     EUROPE     INTERNATIONAL     UNITED STATES

Once you have completed the request, print the email with the request confirmation and put it inside the parcel.

  

I don’t find an anwer to the question, How to contact the Toni Pons shop?

We will be happy to help you through our e-mail info@shop.tonipons.com