We understand that sometimes things don’t work out. To help you feel comfortable with your purchase, you can return non-final-sale items in resalable condition, within 30 days of their delivery to you, for a full refund or store credit. Upon receipt of your return, we will process and issue your refund within 30 days. Shipping charges are non-refundable.
If you would to make an exchange, you can fill out the form with the desired items or contact our Stylists to help you. We offer free shipping on exchanges shipped via UPS Ground in the continental US.
To return or exchange an item, please follow these instructions:
- Inspect the item(s) to make sure they are in perfect condition: not worn, altered or washed, with all tags intact and attached. Also, make sure the item(s) are not marked “final sale” on your packing list or order confirmation email, as these items are not returnable.
- Fill out the return form enclosed (or download it here), with your name and order number.
- Check the appropriate box in the upper right hand corner of the form, indicating whether you would like a Refund, Exchange, or Store Credit.
- Fill out the “Returning these item(s)” section of the form, including the Reason Code. The Reason Code Key on the form lists the various codes.
- If you are making an exchange, fill out the “Exchange with” section of the form.
- Carefully protect and seal your package and send it to Tobi.
If you are using your preprinted UPS label (enclosed with continental US orders only), then simply apply it and drop the package off at any UPS location. We will deduct a $5 return processing fee from your refund. If you are making an exchange, the return processing fee is waived.
If you are shipping the package yourself, please send it to this address:
Tobi.com
Returns Department
145 Park Lane
Brisbane, CA 94005
U.S.A.
If you are shipping your return yourself, insuring your return package is highly recommended. This will provide you with recourse in the event of loss, as we cannot accept responsibility for packages that we do not ship ourselves. In the event of any failure to return goods to us within our, even though validly cancelled, we reserve the right to charge for the cost of recovery of goods.
International, Alaska, and Hawaii Returns
International, Alaska, and Hawaii customers are responsible for shipping fees, customs, and duties on their return shipments to Tobi, as well as on shipments for exchanges. Packages should be shipped to the above address via a carrier that requires recipient’s signature upon delivery. International returns from DHL will not be accepted.
Additional instructions for international returns that can help reduce or avoid fees:
- When completing the commercial invoice for your return, use HTS code 9801.00.2600.
- Please include a Description of Goods: what it is, what it is made of, what it is used for.
- The Additional Comments section should state “articles being returned”
Exchanges
We suggest purchasing your exchange up front to avoid the risk of your item going out of stock. Contact a Tobi Stylist or indicate the number of your exchange order on your return form. By doing this, you will not be charged for using our preprinted return shipping label (only available in the continental US). Exchanged items can only be sent to you after the returned goods have been received and undergone a quality control check.
Final Sale Items
Items that are marked down to 50% off or more is considered final sale, and cannot be returned or exchanged. If we receive a returned Final Sale item or items, the package will be returned to the customer. A Tobi Stylist will notify the customer via email, and no refund will be issued.
Beauty products and personal items including underwear and tights are also final sale items, and may not be returned.
Footwear Returns
Upon receiving your shoes, please check the sizing by trying them on indoors, on a carpeted surface so as not to blemish the soles. We do not accept returns or exchanges on shoes that are scuffed, marked, or worn. Footwear returns and exchanges must include the original designer shoe box, undamaged and free of postal labels. Footwear returns without the original designer packaging will not be accepted.
Defective or Incorrect Merchandise
If you believe that you have received defective merchandise or were shipped incorrect merchandise (style, size, color), you must notify us within 3 days of receiving the product to be eligible for a refund. There are no exceptions. We will pay for the return shipping for defective or incorrectly filled orders, and do our best to get you the original item ordered.
