Refunds / Returns
🌳 Qualifying items from your order can be returned within 7 days if you are not happy with your purchase.• At this time, Tonton Forest does not offer direct exchanges. Instead, the item can be returned for a refund, and a new order may be placed for a different size or color.
• Items marked 'Sold out' on the product page are not eligible for returns.
• Please contact our Customer Service Team before any action is made. Returns sent without our prior approval will not be accepted.
• The customer is responsible for return shipping costs unless the item is damaged or incorrect. (We will refund 'return shipping costs' once we receive the item)
• If you received a damaged or defective item, please provide a photo of the item(s) when sending the returns e-mail.
• If you received an incorrect item, please provide a photo of the item(s) incorrectly received when sending the returns e-mail. We recommend referring to your packing slip or confirmation email to confirm that the item received does not match what was ordered.
🌳 Return Instructions
(1) Send a return request on our store manager (firstname.lastname@example.org) within seven days of receipt. You are required to attach the photos of the received product(s) and include the order number, and the reason for the return.
(2) A customer service representative will be in contact to assist you by email or phone.
(3) Items returned must be in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.
✔️ Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
✔️ Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
✔️ Please include all contents of the original package and free gifts (if applicable) in your return packaging.
✔️ Shipping fee for any return caused by our fault will be paid by the company. However, if EMS’ cash on delivery is not possible then you can scan the return receipt and mail it with the item to return. The shipping fee will be refunded once the returned item has arrived.
🚫 We do not accept return(s) if:
- you are returning the items just because you changed your mind (on size, color, etc.)
- you are returning shoes, bags, or any other accessories
- the products are damaged due to your mishandling
- your return request is not approved by our staff
The following items are not considered defective:
* Items that are originally manufactured without tags or labels
* Items with creases that may have been made while shipping
* Items with unsatisfactory/incomplete finish due to mass production
⚠️ If there is a missing item from your order:
* Contact our customer service center by phone or by e-mail (if you cannot reach us by phone) within 1 day of delivery.
* Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.
* Please note that we may not be able to process the refund for your missing item if you lose or damage any packaging material.
🌳 Refund process?Refunds can only be issued to the original payment method. Refunds cannot be issued to a different method than was originally used at checkout.
Refunds for returns will be issued once the returning product(s) have been received in our returns mailbox and processed through the returns e-mail. You should receive an automated email notification when your return has been successfully processed, but please not that your bank or credit card holder may require 1 to 7 days to process the refund and for it to correctly appear on any statements.
🌳Refund & Exchange Address?Please send all returns and exchanges to:
gonaru (Tonton Forest)