Refund policy

If you're not satisfied with your purchase for any reason, you can return non-sale items (excluding discounted purchases) within 14 days. This applies to both unwanted and faulty items. For sale and discounted items, we offer size exchanges or store credit for future use.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at fidel@tondolo.co.uk
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at fidel@tondolo.co.uk

Once a return is initiated, UK customers have an additional 14 days to return the item(s), while international customers have up to one month. Returned items must be in perfect, resaleable condition with original tags attached and must be returned at the customer's expense. We cannot accept returns for non-faulty items that have been worn or had tags removed.

For international returns, please clearly mark the package as ‘Returned Goods’.

After your return has been received and inspected by our warehouse team, we’ll issue a refund to your original payment method.

If an item is returned in a condition that makes it unsaleable, you can choose to have it sent back to you at your own cost, or we can deduct a 25% cleaning/restocking fee and issue the remainder as store credit.

Please ensure items are securely packaged, as we’re not responsible for returns lost in transit. We strongly recommend using a tracked postal service with proof of postage.

Return shipping costs are the customer’s responsibility. However, if you request an exchange, we will cover the cost of shipping the replacement item(s) to you.

Shipping fees are non-refundable. If your original order qualified for free shipping but no longer meets the threshold after a return, the cost of shipping may be deducted from your refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at fidel@tondolo.co.uk