Orders and Shipping
For any products delivered outside of the EU the 20% VAT will automatically be removed from the products when you reach the checkout, you as the customer will be responsible for paying Customs duty / Excise duty and/or import VAT that may arise at the delivery destination.
UK : Free delivery on orders over £100.00
Europe, 3-5 days
- Under 1kg EU £13.00
- Over 1kg EU £16.00
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
Rest of the world, 5-10 days
- Under 1kg Rest of World £17.00
- Over 1kg Rest of World £22.00
Albania, Algeria, Andorra, Angola, Anguilla, Antigua,, Argentina, Aruba, Australia, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bolivia, Bonaire, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Burundi, Cameroon, Canada, Canary Islands, Cayman Is, Central African Republic, Chad, Channel Islands, Chile, China, Cis, Colombia, Comoros Islands, Congo, Costa Rica, Croatia, Curacao, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Ethiopia, Fiji, French Guyana, Gabon, Gambia, Ghana, Gibraltar, Grenada, Guadeloupe, Guatemala, Guinea Bissau, Guinea Republic, Guyana, Haiti, Honduras, Hong Kong, Iceland, India, Indonesia, Iran, Iraq, Israel, Ivory Coast, Jamaica, Japan, Jordan, Kenya, Korea, Kuwait, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Macau, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritius, Mexico, Monaco, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nepal, Nevis, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Reunion Islands, Romania, Russia, Rwanda, Saudi Arabia, Senegal, Seychelles, Sierra Leone,Singapore, South Africa, Sri Lanka, St. Barthelemy, St. Eustatius, St. Kitts, St. Lucia, St. Maarten, St. Vincent, Sudan, Surinam, Swaziland, Switzerland, Syria, Tahiti, Pacific, Taiwan, Tanzania, Thailand, Togo, Trinidad & Tobago, Tunisia, Turkey, Turks & Caicos Island, Uganda, United Arab Emirates, Uruguay, Usa – New York City*, Usa – Others, Vanuatu, Venezuela, Vietnam, Virgin Is, Yemen Arab Republic, Yugoslavia, Zaire, Zambia, Zimbabwe.
RETURNS & REFUNDS
For returns from within mainland UK we suggest using a trackable insured service as the item is your responsibility until it reaches us.
- Follow our returns process as usual by generating a Returns Number.
We offer a 14 day returns policy on full priced items from the day goods are received. To make this quick and easy:
- Obtain a Returns Number via your account (information on this below).
- Pack up the item (you can reuse our packaging) and send it back to us with the Returns Number written on the outside — this way we can let you know it’s arrived safely and how long it will be until it’s processed.
- Let us do the rest.
We try and process returns within 48 hours and this is much easier when they have Returns Numbers. Unfortunately we can’t extend this offer to sale or clearance items — see below for how we deal with those
We can exchange for a different size, colour or item. If the item is of higher value we will invoice the difference to you. If the item is of lesser value we will refund the difference.
We will be happy to refund any items purchased at full retail price, provided a returns number is obtained within 14 days of despatch. We ask that the items arrive back to us in their original condition, with all tickets and tags attached. All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card/payment method used for purchase.
Returns Department Tonic 276 Portobello Road London W10 5TE
Returning items from outside the EU?
When returning items from outside the EU please be sure to include ‘Returns Department’ prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly. Unfortunately failure to do this will result in the parcel being held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released. This is a non-refundable charge.
How do I get a Return number?
Log-in to your account at tonicuk.com and select Your Account (top left).
Select Order History, then ‘Return an Item’ using the tab at the top of the page and follow the simple steps from there.
This generates a Return number which you must write on the returns label at the bottom of your invoice
Attach securely to your parcel and send, using our specially designed reusable packaging.
Why do I need a Return number?
Most importantly, any order returned to us without a returns number attached will only be eligible for a credit note. Unfortunately we cannot make any exceptions to this after we have processed the return. The Return process benefits you in the following ways: It allows you to know the status of your return at all times – when it’s been received, processed and completed. Without a Return Number clearly marked on the front we cannot ‘book in’ the return which allows us to send you an email letting you know your return is here and how quickly we hope to process it.