• What payment methods are accepted?
  We offer two convenient payment methods: Cash on Delivery (COD) and card payments via Stripe. Choose the option that suits you best during the checkout process.
  
  
• How does Cash on Delivery (COD) work?
  Cash on Delivery allows you to pay for your order in cash upon its delivery.
  
  
• Which cards can I use for online payments?
  You can securely pay with Visa, MasterCard, American Express, and other major credit and debit cards through our online payment partner, Stripe.
  
  
• Is it safe to enter my card details on your website?
  Yes, it's entirely safe. We prioritize the security of your information. All card transactions are processed through Stripe, a trusted and secure online payment gateway.
  
  
• Do you store my credit card information?
  No, we do not store any credit card information. Your card details are processed securely by Stripe, and we receive only a confirmation of the successful transaction.
  

• Where do you ship?
  We currently offer shipping services within Greece via ELTA Courier and internationally through ELTA Standard Post.
  
  
• Do you provide tracking information?
  Yes, for both domestic and international shipments, we provide tracking information once your order has been dispatched. You will receive an email with the tracking details.
  
  
• Do buyers outside the EU have to pay customs fees?
  Yes, buyers outside the European Union may be subject to customs fees or import duties levied by their respective countries. These fees are not within our control and are the responsibility of the buyer. Please check with your local customs office for more information on potential charges.
  
  
• Can I change my shipping address after placing an order?
  Once an order is confirmed, we are unable to change the shipping address. Please ensure that you provide the correct and complete shipping information during the checkout process.
  
  
• What should I do if my order is delayed?
  If you experience any delays with your order, please reach out to our customer support at support@toquel.store. We will do our best to assist you and provide updates on the status of your shipment.
  

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To initiate a return, please contact our customer support team at support@toquel.store with your order number and details about the product you would like to return. We will guide you through the return process and provide you with a return shipping address.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@toquel.store

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@toquel.store.