Refund & Return Policy

Last updated: August 27, 2026

At La Tonsy, we want you to love what you order. Because our products are fulfilled through different international suppliers and warehouses, return and refund eligibility may vary by product.

Please always check the product page before purchasing to see whether that particular item is eligible for returns.

1. Are All Products Returnable?

No.

Not every La Tonsy product is eligible for return.

Products that are eligible for return will be identified on the relevant product page or according to the return terms provided at the time of purchase.

For products that are not marked as return eligible, we generally do not accept returns simply because you changed your mind, ordered the wrong item, or no longer want the product.

This is because some products are shipped internationally and returning them may involve significant shipping costs.

2. Damaged Products

If your product arrives damaged, please contact us within 7 days of delivery.

To help us resolve the issue, please provide:

• Your order number

• Clear photos of the damaged product

• Photos of the packaging, if applicable

• A short video on opening the package and demonstration on the defect

After reviewing your claim, La Tonsy may offer:

• A replacement at no additional cost; or

• A full or partial refund, depending on the circumstances.

Please do not dispose of the product or packaging until your claim has been reviewed.

3. Wrong or Incorrect Products

If you receive a product that is different from what you ordered, such as:

• Wrong product

• Wrong color

• Wrong size sent by the fulfillment provider

• Missing component or accessory

please contact us within 7 days of delivery.

We may request photos or videos showing the item you received.

If the mistake is confirmed, La Tonsy may provide a replacement or refund.

In most cases, you will not be required to return an incorrectly shipped item unless we specifically instruct you to do so.

4. Missing Items

If your order contains multiple products and one or more items are missing, please contact us as soon as possible.

We will review your order and shipping information and, where appropriate, arrange a replacement or refund for the missing item.

Please note that items from the same order may occasionally arrive in separate packages.

5. Products That Arrive With a Defect

If your product has a manufacturing defect that was present when you received it, please contact us within 7 days of delivery.

We may request photographs or videos to determine whether the issue qualifies for a refund or replacement.

Normal wear and tear, accidental damage, misuse, improper care, or damage caused after delivery is generally not considered a product defect.

6. Change of Mind

We understand that sometimes you may simply change your mind.

However, because La Tonsy works with international fulfillment partners, we cannot guarantee returns for change-of-mind purchases.

If a product is specifically marked as return eligible, the applicable return conditions shown on the product page will apply.

7. Size & Fit

Please carefully review the size chart provided on the product page before placing your order.

A refund or exchange is generally not available simply because an item does not fit when the correct size was shipped according to your order.

If you received a size different from the one you ordered, please contact us within 7 days of delivery with photographs of the item and its size label.

8. Return Conditions

If your product is specifically eligible for return, the following conditions generally apply:

• The return must be requested within the stated return period.

• The item must be unused and in suitable condition for resale.

• The item should be returned with its original packaging where applicable.

• You must contact La Tonsy and receive return instructions before sending anything back.

• Do not send products to the supplier's warehouse or any other address unless La Tonsy specifically instructs you to do so.

Please do not return an item without contacting us first.

Unauthorized returns may not be accepted or refunded.

9. Return Shipping Costs

Unless the item is defective, damaged, incorrect, or otherwise covered by a La Tonsy-approved return reason, the customer may be responsible for return shipping costs.

If La Tonsy confirms that the item was damaged, defective, or incorrectly fulfilled, we will determine the appropriate solution on a case-by-case basis.

10. Order Cancellation

You may request to cancel an order before it has been processed, which mean in a day or two.

Once an order has entered processing or has been shipped, cancellation may no longer be possible.

If your cancellation request is received after shipment, you may need to follow the applicable return policy for that product.

To request a cancellation, contact us as soon as possible and include your order number.

11. Refunds for Out-of-Stock or Unfulfillable Orders

If we are unable to fulfill your order because the product becomes unavailable or cannot be shipped to your destination, La Tonsy may cancel the affected order and issue a refund.

You will be notified if this occurs.

12. Shipping Delays

Estimated delivery times are provided as a guide and are not guaranteed delivery dates.

International shipments can occasionally be delayed due to customs, carriers, weather, holidays, transportation disruptions, or circumstances outside our control.

A shipping delay does not automatically qualify an order for a refund.

For more information, please see our Shipping Policy.

13. Packages Marked as Delivered

If tracking information shows that your package has been delivered, La Tonsy generally cannot issue a refund simply because you cannot locate the package.

Before contacting us, please check:

• Your mailbox or usual delivery location

• Your building reception or mailroom

• With household members

• With neighbors

• With your local delivery carrier

If you believe the package was incorrectly marked as delivered, contact us and we will do our best to assist with the investigation.

14. Unclaimed or Incorrectly Addressed Packages

La Tonsy is not responsible for packages that cannot be delivered because of:

• Incorrect or incomplete shipping information

• An incorrect postal code

• An unavailable recipient

• Refusal of delivery

• Failure to collect the package

• Failure to respond to customs or carrier requests

Additional shipping charges may apply if a package needs to be reshipped.

15. Customs Duties & Taxes

International orders may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.

These charges are generally the responsibility of the customer unless otherwise stated at checkout.

Customs fees and import charges are generally not refundable by La Tonsy.

16. How to Request a Refund or Return

To request a refund, replacement, or return, contact La Tonsy Customer Support with:

Order Number:
Name:
Reason for Request:
Photos/Videos: Where applicable

Please provide enough information for us to review your request.

We will review eligible requests and contact you with the next steps.

17. Refund Processing

Once a refund has been approved, it will generally be issued to the original payment method used for the purchase.

The time required for the funds to appear in your account depends on your bank, card provider, payment processor, or other payment service.

La Tonsy cannot control the processing time of your financial institution.

18. Non-Refundable Situations

Refunds may not be provided when:

• The customer simply changes their mind and the product is not return eligible.

• The wrong size was ordered by the customer.

• The product was damaged through misuse or improper care.

• The item shows normal wear and tear.

• The package was delivered to the address provided at checkout.

• The customer provided an incorrect or incomplete address.

• The customer refused or failed to collect the package.

• The customer did not contact La Tonsy within the applicable claim period.

• The product has been used, altered, washed, damaged, or otherwise made unsuitable for resale, where a return is required.

• The issue is caused by circumstances outside La Tonsy's reasonable control.

19. Our Goal

Every order matters to us.

If something goes wrong with your purchase, please contact us before opening a dispute with your payment provider. We will review the situation and do our best to find a fair solution.

La Tonsy
Everyday style. Your way.