Shipping

1) What is the process of sending the order?

Toi&moi ensures the best, in terms of quality and time, transport of the products to their destination, knowing that it is very important for its customers to receive the excellent quality product and in the time frames they expect.

a) Delivery with BOX NOW

BOX NOW, as a check-out pickup method, allows you to pick up your parcel at any time at one of the BOX NOW Automatic Pickup Machines near your home or work.

Advantages:

You no longer have to wait to receive your parcel, it's waiting for you.

Deliver it anytime you want.  
Deliver it quickly: Next Day all over mainland Greece (within 48h for Crete)
Pay less for more: Cheap shipping rates for Next Day delivery
More information about BOX NOW:

Your parcel will be waiting for you at the BOX NOW box for up to 72 hours. You can extend for another 24 hours quickly and easily through our website https://track.boxnow.gr/track or by calling our call center 2111005301
Single volumetric charge per order
Want to send your order as a gift to your loved one?

Now you can, directly and economically here: https://steiledema.boxnow.gr/home

b) The transport of the goods is carried out in Greece by General Postal Service.

All orders placed by 13:00 (GMT) are shipped the same day from our company's central warehouses. Beyond this time, shipments are made the next day.
All orders placed on Friday after 13:00 (GMT) and throughout the weekend will be shipped on Monday.

*During the period of sales and promotions, the above contract may be subject to modification.

The distribution of shipments in Greece takes place from 9:00 to 18:00 from Monday to Friday and from 9:00 to 13:30 on Saturday (General Postal Service).

For orders over €400, a deposit must be made in the form of a down payment.

In case you wish to be informed about the progress of your order, you can contact Toi&moi's customer service either at [email protected] or by phone at +30 210 2593755 (9:00 - 18:00) and ask for the delivery number of your order. As far as Greece is concerned, if you use the specific delivery number on the site of General Postal Service, (www.taxydromiki.gr) you can follow the progress of your order.

When the goods arrive at the receiving address, you will be asked to sign for them in order to be delivered.

If the merchandise arrives at its destination and there is no person to pick it up, then in Greece, Geniki Taldromiki  will make two more attempts, in the following working days, to deliver the product to you, leaving you a notice to contact the appropriate representative. The timeframe to contact them and determine the reshipment of the product to you is 5 business days. After this time period, the product is automatically returned to Toi&moi's warehouses. When the product is returned to us, we will contact you about the alternatives we offer.

We would like to inform you that for your best convenience, if you are a working person and do not have someone to collect the product at your home, we recommend that you indicate your work address as the place to collect the product, as the goods can be delivered between 09:00 and 18:00, times when you will probably be away from your home

2) I have received a defective product.

Toi&moi carries out high quality control to ensure that the products that reach the hands of its customers are in excellent quality condition. In case you notice a defect in the product, please fill in the Return Form, which is inside the packaging, before returning the product to us. The alternatives we offer are as follows:

Α) Α) A. We will do our best to replace the defective product you have returned to us (same code, with the possibility of changing the size and colour).
B) Refund of your money to the bank account you provide us with or the Paypal account from which the payment was made or the credit card with which you made the payment within fourteen (14) calendar days from the date we receive the product you returned to us.
C) Credit the value of the returned product to your account in our online store in order to use it for your next purchase. The credit is made within three days from the date of receipt of the products in our warehouses.

*Note: In case the replacement is not possible due to unavailability of the requested product, we will contact you offering you alternatives B and C.

3) I received a product that was not in my order.

Toi&moi carries out a rigorous check to minimize the possibility of error. However, if you receive a product that you have not ordered, please complete the Return Form, which is inside the packaging, before returning the product to us. The alternatives offered to you in this case are:

Α) Replacement: Send the correct product if it is still available in Toi&moi's warehouses. 
B) Refund of your money to the bank account you provide us with or to the Paypal account from which the payment was made or to the credit card with which you made the payment within fifteen (15) calendar days from the date we receive the returned product.
C) Credit the value of the product you ordered and paid for (and not the returned product) to your account in our online store in order to use it for your next purchase. The credit is made within three days from the date of receipt of the products in our warehouses.

4) A product is missing from my order.

If a product is missing from your order, please contact Customer Service ([email protected]).

5) What is the shipping cost?

The shipping costs of our products in Greece and abroad are:

Greece

• Shipping costs of products with purchases under €60,00.
• Transport Company:Geniki Taxydromiki Charge €3,00.
• With purchases over €60,00 it is free of charge.
• Shipping Company:Box now shipping costs are free.
• Alternatively, you can collect your parcel free of charge in a box now locker.
• Pay on the Go ( Box Now): €1.00.
• Replacement charge (General Postal) : €1,00

Note: All orders placed by 13:00 (GMT) are processed by us on the same day, while orders placed after this time are processed the next day.
All orders placed on Friday after 13:00 (GMT) and throughout the weekend are processed by us on Monday.

Abroad

• Standard Delivery: 12 euros
• Delivery period: 3-5 working days
• Express Saver Delivery: 20 euros
• Delivery period: the next working day
• Carrier: DHL

Please note: All orders registered until 12:30 (local time), are processed on the same day, while orders registered beyond that time, are processed the next day.
All orders registered on Friday after 12:30 (local time) and during weekend, are processed on Monday.

Note: All orders placed by 11:00 (GMT) are shipped the same day from our company's central warehouses. After this time, shipments are made the next day.
All orders placed on Friday after 11:00 (GMT) and throughout the weekend are shipped on Monday.

*During the period of sales and promotions, the above contract may be subject to modification.

6) In which countries are your products sold?

The countries in which our products are sold are:
Austria, Belgium, Bulgaria, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United Kingdom and the Czech Republic.

7) Is VAT included in the price?

The VAT of the products is included in the indicated price.

8) Is it distributed to work addresses?

Toi&moi distributes to work addresses:
- In Greece from 9:00 to 18:00 from Monday to Friday and from 9:00 to 13:30 on Saturday (General Post Office).

We must point out that the delivery of the goods to the work address is done at the place of delivery and not in person. We therefore consider it important that there is a trusted person, if not the customer, to receive the product.

9) Refusal of receipt

In the event that any customer refuses receipt from 2 consecutive times or more, without justification, to orders placed by him/her in Toi&moi's online store, the company has the right not to send an order again.

1) What is the refund policy?

You can return a product within 14 days from the date of receipt. In the case of returning the garment, please fill in the special Return Form inside the product's packaging in order to inform us of the reasons for the return and how you want us to serve you. In case you lose the special Form you can "download" it here. In the Return Form you are given the following alternatives:

Α) Replacement*. We will do our best to replace the product you have returned to us whether the product is found to be defective (same code, with the possibility of changing the size or colour), or the wrong code has been sent to you, or the size is not suitable for you (option Replacement on the Return Form). For your best possible service, we suggest, within 24 hours from the date of receipt, to inform us of your desire to replace it by contacting us at 210-2593755. In the period of discounts, changes are made at current prices.

B) Refund (Refund-Refund option on the Return Form) to the bank account you provide us with or to the Paypal account from which the payment was made or to the credit card with which you made the payment within 14 working days from the date your return is processed. Processing by our quality control department may take 1-2 days (not including weekends). Due to high volume of package movements, please be understanding in case of delayed processing of returns.
During a sale period, refunds are issued at the price the customer purchased the product. The refund only applies to purchases made through the online store.

C) Crediting the value of the returned product to the account you have in our online store in order to use it for your next purchase. The credit will be made within three days from the date of receipt of the products in our warehouses. (Credit option on the Return Form). During a sale period, the credit is made at the current prices of the products.

*Note: In case the replacement is not possible due to unavailability of the requested product, we will contact you offering you alternatives B and C.

All returned products must be in their original quality condition and have not had their tags removed. We stress that you cannot return swimwear/earrings/breast tape for hygiene reasons.

All products returned to Toi&moi's warehouses undergo a thorough inspection.

The responsibility for returning products to Toi&moi's warehouses is solely the responsibility of the customer, who is liable for the return costs, unless the company is at fault. Therefore, you must ensure that the product is very well packaged when returning it.

Products to be returned are sent exclusively to the following address:
Toi&moi SA
58 Pindou & Mideias, 14342
N. Philadelphia, Athens, Greece
Greece
Phone: +30 210 2593755

2) What is the procedure for returning a product?

You have 14 days from the date of receipt of the product to decide whether to return it. In case of returning the entire order or part of it, please fill in the special Return Form inside the packaging of the product you receive. In case you lose the special Return Form you can "download" it here.

Please note that when you return a product to us, we need to know the order number, the product code, and your request for a Replacement, Refund-Refund or Credit so that we can process your request as quickly and accurately as possible.

Once the merchandise leaves your premises, Toi&moi will receive it within 1-2 business days if it is for returns from Greece via General Postal Service or within 3-5 business days if it is for returns from outside Greece via UPS. In case you choose other shipping companies, we do not guarantee the delivery times of the products you return to us. After we receive the product, we will process your request immediately and inform you by e-mail about its processing.

Note: all products must be returned in their original quality condition and with the tags on them. In the event that our quality check reveals a defect in the product not expected, Customer Service will contact you for the procedure to be followed.

3) I have lost my Return Form. What do I do? 

In case you miss the special Return Form, you can download the file here. Then carefully read the instructions on it to follow the return procedure correctly.

4) Have you received the product I returned to you?

Please contact Customer Service ([email protected] & 210-2593755).

For countries outside Greece, if you have not received an e-mail notification within 10 working days after the product has left your premises, please contact Customer Service ([email protected]).

5) The return of the garment was made, the compensation-reimbursement of the value of the garment was made, but not the compensation of the transport costs.

The compensation-reimbursement of the value of the product does not include the cost of transport.

6) The garment was returned, but I was reimbursed/refunded the wrong amount.

If you have been refunded/returned the wrong amount, please contact Customer Service ([email protected]).

Note: We remind you that the return costs are the sole responsibility of the customer.

7) Is it possible to return a product requesting a replacement and this is not possible?

When Toi&moi receives the returned product, it will process your request for its replacement. If we cannot replace the product, we will contact you to refund the value of the product. The refund can be made in one of the ways detailed in question 1.

Note: In this case, if you want the value of the returned product to be refunded to a bank account, then you will need to call us at 210-2593755

8) I returned a product and asked for a refund, but you gave me a replacement.

If you have requested a refund in one of the ways mentioned in question 1, but we have made a replacement, please contact Customer Service ([email protected]).

9) Refusal of receipt

In the event that any customer refuses receipt from 2 consecutive times or more, without justification, to orders placed by him/her in Toi&moi's online store, the company has the right not to send an order again.