FAQ

How long will my order take?

While placing your Tones order, you will be shown a delivery timeframe based on where you live. Most orders are shipped the same business day if ordered by 12:30PM, and you'll receive tracking information as soon as we send it out.

What to do if I haven't received my order and my tracking number isn't working?

Sometimes your parcel will move through the system without being scanned. The tracking number should activate within 3 days of receiving your shipping notification, if not please contact us.

Do you accept returns, size or colour exchanges?

We accept returns on orders sent back within 14 days of delivery, as long as they still have their original tags on and are unworn. A refund will be issued if requested. Size and colour exchanges may be possible depending on stock availability, otherwise you will be offered a full refund.

Can I cancel or modify my order once it has been placed?

Cancellations and modifications may be possible if you contact us immediately upon discovering the mistake. If we've already packed your order, no more changes will be possible and the best thing to do is contact the courier once we email your tracking information.

What happens if my parcel is returned to you before I have received it?

If your order has been returned to us for insufficient/incomplete address, we will try our best to contact you. If international orders are returned they can incur a fee to be reshipped.

I didn't receive a confirmation email?

Don't worry! Just email us over the full name and email you think you used when ordering and we can resend the confirmation email.

Why was my order refunded?

Orders can and will be refunded if they are flagged by our system as being possibly fraudulent orders. If you're not a wrong'n, you might be using a VPN, proxy, or anything else to trick our payment processors into being suspicious.

I paid with PayPal and my order hasn't been shipped yet. Why?

If you chose to use your bank account as the payment method when ordering via PayPal, this can take 5 - 7 working days to clear, and the order will be on hold until the payment clears. We'll then ship it straight away. If it fails, your order will be cancelled and you will not be charged. The best way to avoid this is by using your PayPal balance or selecting a card.

Let us help you!

If we are dealing with your request/enquiry could you please reply to emails on the same thread as that would help us solve any problems you may have much faster.

On our contact page, please provide your order number or full name to ensure that your request can be dealt with as quickly as possible.