Below is a list of our Frequently Asked Questions, if you find that your question is not answered, please don't hesitate to contact us at
Shipping to UK addresses on orders over £19 is free; for orders of £19, or less, there is a charge of £2.95. Express delivery is also available and is offered at the checkout stage for UK addresses. Delivery charges outside of the UK will be calculated at the checkout.
All items destined for UK addresses are dispatched by a 48 hour tracked courier service. We will send you an email after your order has been dispatched, confirming your order and providing you with an order tracker number so that you can trace the progress of your order. Orders outside of the UK will also be sent by a tracked courier service but depending on your location, delivery will take between 2-7 working days.
Orders received before 4.30pm Monday to Friday are usually dispatched that day, with delivery to UK addresses anticipated within two working days. If you are in a remote part of the UK, delivery times may be slightly longer than this. Orders outside of the UK, depending on your location, will be delivered within 2-7 working days.
Orders received after 4.30pm Monday to Friday will be deemed to be received the following working day.
If no one is in to sign for a delivery, the carrier will leave a card with a contact number. Please call to arrange an alternative delivery day. The carrier may make further attempts to deliver your order, but if you do not contact them using the information on the card then they will return the delivery to us. We will then refund the purchase price but not the delivery cost.
For Christmas orders, if they are placed by midday on the 20th December we will dispatch them no later than the 21st December. Whilst we offer a 48 hour delivery service on all UK orders, we cannot guarantee that the carrier will meet this service standard. Increased mail volumes over the Christmas period as well as snow are just a couple of factors that can contribute to delivery delays. We do however offer an Express Delivery option which you may want to consider at checkout. We cannot guarantee European and International deliveries over the Christmas period.
First, please go to the relevant courier's website and input the order tracker number included in your order email to track its progress. If your order has not arrived within three working days of your delivery estimate date, please email us at firstname.lastname@example.org and we will do our best to locate it.
We hope you are pleased with your purchase, however, should you wish to return anything bought from the TONI&GUY online shop, we will be happy to refund or exchange a product provided it is in a fully resalable condition. Returns should be made within seven working days of the day after the date the item is delivered and the goods should be in their original, undamaged packaging. This applies to all of our products with the exception of digital items where the item has been downloaded and video or DVD products where the item has been unsealed.
If the item returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item. This does not affect your statutory rights.
To cancel your purchase within the seven-working-day cooling-off period, please email us at email@example.com. Please package the relevant item(s) securely and send it to us so that we receive it within seven working days of the day after the date that the item was delivered to you.
To return a faulty product or product delivered in error, please email us at firstname.lastname@example.org within 14 days for a returns authorisation number before posting the goods. Simply indicate the reason for your return, include the invoice with your return, and wrap the package securely.
IMPORTANT: YOU MUST RECEIVE A RETURNS AUTHORISATION NUMBER BEFORE SENDING ANY GOODS BACK TO US.
We will replace faulty products with the same, or refund back to your credit/debit card if the product is no longer available.
Please note that our returns policy is only valid for 14 days from receipt of goods. If goods are not sent to us by recorded delivery and/or in cases where goods are lost or not received, we cannot be held responsible for any loss sustained.
In the event of our sending you a replacement for a damaged, defective or incorrect item, you must, if requested, return the original item to us within 14 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 14 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 14 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.
We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
After purchasing goods online, you will be sent an email inviting you to leave a review for each product purchased. If you choose to provide a review it may be published on our site under the Reviews tab of the product it refers to. All reviews will be checked to ensure they do not:
• Include hate speech, threats of violence, cursing, or libel
• Include contact or personal information about another individual (phone number, name, etc.)
• Include pornographic content
• Harass another reviewer
• Include references or links to other websites
• Include content that does not relate to the product purchased
• Include any copyrighted material
In the event that a review contravenes any of the above, the review will not be published. We reserve the right to expand or edit these guidelines at any time as well as replicate any reviews outside of the website. We will also exercise our sole discretion in the interpretation and enforcement of these guidelines. Customers can request the deletion of their own reviews if they feel that they are no longer accurate depictions of their experiences; in these instances please email full details of your request to:
If you have any problems with your order, please do not hesitate to contact us at