Freight & Returns
SHIPPING AND DELIVERY
1.1. Shipping costs might be charged in addition to the purchase price of your product, which is clearly displayed where applicable and included in the ‘Total Cost’ section at checkout.
1.2. We aim to dispatch orders within one (1) to two (2) working days following the confirmation email. Order before 11am PST will ship same day. Please note that dispatch time might take longer due to high seasons-sales, unexpected events or availability of product.
1.3. We will carry out a pre-authorization check on the card used for purchase to ensure there are sufficient funds to complete the transaction. The product you have purchased will not be dispatched until this check has been completed and payment has been captured.
1.4. You will receive a shipping confirmation email once your parcel has been dispatched, indicating an estimation of the time of delivery. The promised delivery time starts from the moment you receive your confirmation email.
1.5. Depending on where you are located, you will be given various delivery options. The amount of the delivery fee will depend on the delivery option you decide to choose. You will be able to find all the delivery methods available for your country during the checkout process.
1.6. You must provide us with complete and accurate delivery address information as we cannot guarantee that we will be able to amend it after purchase. The customer is solely responsible for any error of delivery due to a lack of information or error on the delivery address while placing the order. Risk and ownership shall be transferred to you once the products are in your possession.
1.7. Our carriers will make every effort to deliver your order within the promised delivery time. Nevertheless, delays are sometimes inevitable. Contact Customer Service for tracking information.
1.8 Unless otherwise expressly agreed and if a delivery is delayed for more than 30 working days, you are entitled to cancel your purchase. This is not applicable on pre-orders.
1.9. Should your parcel be delivered to a specific delivery point, you agree to pick up said package within the time specified in the delivery notification. Packages shall normally be retrieved personally with valid identification and order number. If you do not collect your parcel in time, your order will be sent back to us.
1.10. Our carriers do not deliver on weekends and public holidays. Please note delivery of your order may take longer during sale or other busy periods.
- RIGHT OF WITHDRAWAL, RETURNS AND REFUNDS
2.1 As a consumer you always have 14 days right of withdrawal, but we offer 60 days open purchase. Please note that you can only return products you have purchased through the Site.
2.2.1. Without prejudice to your statutory right of withdrawal (see below), we offer free returns for a full refund for any reason within (60) days of purchase. Please use our RETURN PAGE to process your return.
Please note the following exceptions to our return policy
- products purchased from our online outlet store are final and cannot be returned or exchanged
- items must be returned in its original packaging and have all tags still attached
- returned items must have no visible signs of wear or tear
2.2.2. As soon as your return reaches our warehouse and has been processed by us, we will issue a refund. The return process can take up to two (2) weeks from the moment you send back your product. Once we have processed your return, you will receive a credit memo email. You will then receive your refund within two (2) to five (5) working days.
2.2.3 All refunds will be made using the same method of payment you used to purchase the product. If you paid by invoice, your payment provider might need to contact you for issuing the refund. We shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than our standardized delivery method offered by us). Refunds shall not include any potential customs and import charges paid as well as your potential contribution to our sustainability actions (climate contribution fee).
2.3 Right of Withdrawal
2.3.1 You have the right to withdraw from a contract with us within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the items you purchased.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal written statement. Please contact us here. You may also use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is enough for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
2.3.2 Effects of withdrawal. If you withdraw from a contract with us and/or return any items, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than our standardized delivery method offered by us).
Refund shall be made without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to cancel or until we have received from you evidence that the product has been sent, whichever is the earliest. You must return the items you no longer want not later than 14 days from the day on which you contact us about the return. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We will bear the costs of returning the goods provided you use the return shipping label provided by us for shipment from the country in which delivery was made to you, otherwise you will be required to pay the return shipping costs. We are permitted by law to reduce your refund to reflect any reduction in the value of the items, if this has been caused by your handling, including any loss or damage that occurs during transit.
2.4 Fair use policy
Tobe Outerwear is committed to reducing its carbon footprint. We are constantly taking steps in order to reduce our environmental impact through, for instance, carbon neutral deliveries and returns, or sustainable collections.
While we pride ourselves in giving you a stellar customer experience, we take seriously any breach and abuse of our free return policy.
Where appropriate and necessary, we shall investigate unusual pattern of return activities and take any necessary actions at our disposal. Should we have reasonable proof that you have systematically abused our generous return policy, we therefore reserve the right to refuse any future purchase requests made by you or to deactivate, temporarily or permanently, any of your account.
If your account has been deactivated and you believe we have made a mistake, kindly get in touch with our Customer Service. Above provisions do not prevent you from returning/claiming items that already have been purchased.
- LEGAL GUARANTEE OF CONFORMITY
6.1. Should you find defects in the items you have purchased, Tobe Outerwear abides by all statutory guarantee regulations. You have therefore up to 3 years from the moment you receive your items to claim your legal guarantee. Please contact our customer service here.