Incidents and returns

Once you have your order at home, if you do not like it or it does not meet your expectations, you have 30 days to return it. Requesting a return is very easy, once you have the order at home you have 30 days to manage the return through the company’s email [email protected] or through the contact form that you will find on the website. 

From then on we will take care of everything, we will send a courier to your home to pick up the product you want to return. IMPORTANT: In order for us to collect your order, the product must be in its original packaging with its internal protections, the product must be in perfect condition, without being dirty, stained, with odours, mistreated or damaged.

Once you have received your order at home, you have 30 days to manage the return through the company’s email [email protected] or through the contact form you will find on the website. 

Returning a product or dealing with an incident is very easy, to do so you have to send an email to [email protected] or send a contact form through our website.

We can only make changes to your order if it has not yet left our warehouse. If you want to exchange a product that has not been shipped yet, please send us an email to [email protected]. 

If it has already been sent and you want to make an exchange, you will have to wait to receive it and process the return. And to order a new product in another colour/size you will have to place a new order with the item(s) you want.

If you have received a faulty or damaged item you have 48 hours to make a claim. You can do this by sending an email to [email protected] or by sending a contact form via our website. 

If you have received an incorrect item, you have 48 hours to contact us. In this case, we will send you the correct item as soon as possible, Tombarella will bear the cost of collecting the wrong product and delivering the correct one. You can do this by sending an email to [email protected] or by sending a contact form via our website.

For returns of products already delivered and within the terms of return (30 days), we refund the full amount of the products. We will collect the product from your home. Product returns are free of charge.

No, the refund will be made using the same payment method you used to make the purchase.

Tombarella gives you several options depending on the nature of the incident:

– Credit note: Refund of the amount paid. It is not possible if more than 30 days have passed since the reception of the article. Refund period of 7/10 days.

– Voucher: Refund of the amount paid by means of a discount voucher to be applied to a future order. Not possible if more than 30 days have elapsed since receipt of the article, unless an exception to be considered in each case. The return period is 2-3 days. The processing times of this method are faster than the credit note.

After confirmation of the collection date, collections are normally made within a maximum of 5 working days. If this period has passed and you still have not been contacted, please contact us /contact us.