FAQ

Where do you ship?
We currently ship within the European Union only, but we’re preparing to expand worldwide soon. Stay updated by subscribing to our newsletter or following us on Instagram.

Do you offer free shipping?
Yes! We offer free standard EU shipping on all orders over €100.
For smaller orders, shipping costs are calculated at checkout based on your location and the contents of your order.

How long will my order take to arrive?
Each piece is made just for you.

• Production time: 2–4 business days
• Shipping within the EU: 3–10 business days

You’ll receive a tracking link as soon as your order ships. Please allow a few extra days during busy seasons or promotions.

Can I change or cancel my order?
Because we work with a print-on-demand model, your item enters production shortly after payment. For this reason, changes or cancellations aren’t possible once the order is confirmed.

If you’ve made a mistake, please email us immediately using the contact form and we’ll do our best to help.

What payment methods do you accept?

We accept most major credit and debit cards, and local payment methods available in your country.

What if my item arrives damaged or incorrect?
We’re so sorry if something went wrong. Please email us within 14 days of receiving your order with:

• Your order number
• A clear photo of the issue
• A short description of the problem

We’ll either replace the item or issue a full refund—including shipping—and cover return costs if needed.

Can I return something if I change my mind?
Yes. You have 14 days from the date of delivery to return an item—no questions asked.

To qualify:

• The item must be unused, unwashed, and in original condition
• You’re responsible for return shipping unless the item is faulty
• We’ll refund the product price and outbound shipping within 14 days of receiving the return

Email us using the contact form for return instructions.

Can I exchange my item for another size or design?
Since every piece is made-to-order, we don’t offer direct exchanges. However, you can:

• Return your original item within 14 days
• Choose either a refund or store credit
• Place a new order for your preferred size or design

How sustainable are your products?
Sustainability is central to our mission. All garments are:

• Printed on demand to reduce waste
• Made with organic or certified sustainable materials whenever possible
• Packaged using eco-friendly materials whenever possible
• Shipped from EU-based facilities to lower emissions

We’re committed to expanding our sustainable offerings and working toward full transparency in our supply chain.

Do your garments include any special messages or details?
Yes—each TOLS item carries its own subtle story. When possible, our neck labels include:

• “From Echoes to Essence”
• And a quiet reminder: “You were always the key.”

It's a small detail—but like all things at TOLS, it’s there to reconnect you with something deeper.

How can I contact you?
For any questions, feedback, or support, please contact us here.
We aim to respond within 1–2 business days.