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?

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

- Changes

When you receive your purchase from www.tonipons.com whether you are not satisfied, you can change it within the next 15 days from the delivery day. You must make a return and place a new order for the product you want to receive.

See the section 10.2 from our general conditions, to know how to place a return request.

- Returns

You will find the return form with the instructions to complete your return in the FAQ section from our Shop.

If not satisfied, you can return your purchases in www.tonipons.com in our own shop online. However, the products purchased in a physical store cannot be returned in our online store. 

To proceed with the return you must consider the following conditions:

- On one hand, that the packaging will be charged if the product is returned without it. On the other hand, that the consumer is responsible for the deterioration or wear of the good resulting from a manipulation different from that necessary to establish its nature, its characteristics or its operation.

Please send the article as well as instructions, documentation of the return to identify it correctly. You will be responsible for the cost of returning the products. Note that if you decide to return the items, the shipping costs will not be paid by ANTONI PONS S.A.

If you want to cancel your purchase and return the order placed, ANTONI PONS S.A. will refund the purchase amount, excluding shipping costs, in the same form of payment used in the purchase. 

In case that at the time of delivery of an order a client detects a problem (broken packaging, missing products, product defects or damaged or wrong) should contact us through our contact form or email explaining the damage as soon as possible. Please note that all product shipped is carefully reviewed to avoid these situations. 

The consumer and user should inform the seller of the non-conformity within two months. We will examine the returned product and will inform you by e-mail within a reasonable time whether to proceed to refund or replacement thereof. 

The refund or replacement item shall be made as soon as possible. You will receive a new product free of defects at no extra charge. In this case the change will always be for the same item or reference. You will only pay the first shipment, taking over ANTONI PONS S.A. of postage for the new shipment. If you wanted to make an exchange for another item, the cost of return and new shipment will not be made by ANTONI PONS S.A., as indicated in clause 10.1. 

If you have any questions, please contact us through our contact form or email.

  

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.

  

How can I clean my Toni Pons Espadrilles?

JUTE SOLE:

First of all, it must be kept in mind that natural jute fibres can be easily damaged by water; therefore, it is important to avoid, as much as possible, contact of your espadrilles with water. It is not recommended to use them on rainy days and it is important to keep them in a dry place without humidity so that they remain in perfect condition. Under no circumstances should the espadrille be put into the washing machine, or submerged in water or placed under the tap, since the jute in contact with the water swells and will be damaged, falling apart. In case of rain, if the jute sole gets wet or acquires dampness, the best is to let it dry in the open air, without exposing it directly to the sun and always keeping the espadrille in a horizontal position. To clean the jute soles, it is better to remove the dust using a soft bristle brush. In case there are stains on the jute, they can be removed with an eraser. Another option is to sprinkle talcum powder over the jute and let it work for a few minutes to absorb the stain. Then use a brush to remove the spot completely. In the event the rubber on the sole separates from the jute, we recommend repairing it with silicone or glue.

SOLE LINED WITH CANVAS:

Use a microfiber cloth (one that does not detach threads), moisten with water and rub gently.

SOLE LINED WITH SUEDE OR LEATHER:

The cleaning process will be the same as the one we recommend for suede and leather uppers.

PLAIN COLOR OR STRIPED CANVAS UPPERS:

To clean the upper of our canvas espadrilles, we use a microfiber cloth (one that does not detach threads). We moisten with water and rub gently. It is also possible to use a soft bristle brush. If necessary, we can add a little bit of neutral soap to the moistened cloth and rub gently. Next, to remove the soap residue, we will use another microfiber cloth with water. To dry the espadrilles, we recommend leaving them outdoors, without exposing them directly to the sun, and always in a horizontal position. To clean food or grease stains, we recommend sprinkling talcum powder in the area of the stain and let it act for a few minutes to absorb the grease. Then rub with a soft brush to remove the remains of talcum and dirt.

OTHER FABRIC UPPERS:

There is a large variety of fabrics that can be used on espadrilles and each one has its own specific recommendations for cleaning and maintenance; but in general, you can use a microfiber cloth or a soft bristle brush for cleaning the tissues, always rubbing gently. In case of food or grease stains, we recommend sprinkling talcum powder in the area of the stain and let it act for a few minutes to absorb the grease. Then rub with a brush to remove the remains of talcum and dirt.

SUEDE OR NUBUC UPPERS:

To clean suede footwear superficially, we recommend using a microfibre cloth slightly dampened with water and then rub gently. To clean specific stains on the suede, it is possible to use an eraser or a piece of crepe to rub gently on the stain. Since the suede is a delicate material, the best advice to prevent dirt is to use a special waterproof solution for this type of leather.

LEATHER UPPERS:

To clean leather footwear, you can use a soft bristle brush or a cotton cloth slightly damp with water. To moisturize leather footwear or for a deeper cleaning, we recommend using a special colourless moisturizer for footwear with a cotton cloth that does not detach threads. It is very important in all cases, to let the shoe dry at room temperature to prevent cracks from appearing on the skin.

INSIDE PART OF THE SHOE:

If the espadrille gets dampness during the process, once it is clean, we recommend placing a microfiber cloth inside to absorb the moisture and maintain the shape of the shoe.

#INSTINT SUMMER COLLECTION:

Our espadrilles from Summer #instint collection stand out for their vulcanized, light and very flexible soles. For cleaning this type of foot wear we recommend using a microfiber cloth (which does not detach threads) moistened with water and, if necessary, a little neutral soap. Please rub gently. Next, to remove the soap residue, we will use another microfiber cloth with water. To dry the espadrilles, we recommend leaving them outdoors, but without exposing them directly to the sun and always in a horizontal position. It is recommended not to put them in the washing machine, as the fabrics may discolour.

#INSTINT WINTER COLLECTION:

Our shoes from Winter #instint collection stand out for their vulcanized soles, light and very flexible and for featuring a suede braid around. For cleaning, we recommend using a slightly moistened microfiber cloth and rub gently. In case of concrete spots on the suede pieces, you can use an eraser by rubbing gently. 

You can download Toni Pons Product Care Guide HERE 

  

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