EXCHANGES AND RETURNS
General Conditions
All items can be returned or exchanged within 14 calendar days of delivery, provided they are unused, undamaged, fully resalable and in their original packaging with all brand and product labels / tags / instructions still attached.
Shoes / sneakers / slides or any other footwear will only be accepted for a return if they are in the condition they were received in (brand-new) and without any damage to the items or their packaging. To avoid damage, shoes / sneakers should only be tried on carpeted / perfectly clean surfaces avoiding any damage or wear and tear to the footwear.
Any items returned with scuffing, scratches, dents, or any possible type of damage or visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.
If you received an item that is defective or in a damaged condition (or not the items you ordered), you must notify us within 3 (three) business days from the date of delivery. To report an issue, please contact us at info@tonefootwear.com with your order details and clear photographs of the defective or damaged item. If such an issue is not reported within the prescribed timeframe, any exchange or refund may be denied.
Subject to being satisfied that the item was in fact damaged, we will issue you a full refund including, where applicable, original order delivery charges, cash handling fees, taxes and any duties. We may replace the faulty item at your request and deliver to you a new item free of any delivery charge.
Generally, we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in the Terms and Conditions.
Orders paid with PayPal or through the Buy Now Pay Later options will not be eligible for exchange unless the total order value remains identical after the exchange. If the exchange request may result in any difference in the order amount, the request will be declined and the refund will be processed instead.
Exchanges are subject to product availability at the time of processing. If the requested item is unavailable, we may offer a refund as an alternative.
For the avoidance of doubt, apart from the UAE, the countries comprising the GCC region include the Kingdom of Saudi Arabia, Bahrain, Kuwait, Qatar and Oman.
UAE Exchanges / Returns
We offer free exchanges and returns for orders delivered within the UAE.
If you would like to return an item, please choose one of the following options:
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Fill out the form at the bottom of our website on the "Process a Return" page.
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Enter your order number in the designated field, ensuring it is formatted as #XXXX (e.g., if your order number is 1196, enter it as #1196);
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Provide the email address used for your purchase in the relevant box, or
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Log in to the My Account/Order History section on our website and submit an order return request.
Our delivery team will contact you and arrange the collection of the returning items from your address and deliver the new items to you in case of exchange.
If the returned item does not comply with our return terms and conditions, the exchange may be denied, and you may be held responsible for any associated costs or non-compliance.
GCC Countries (other than the UAE)
Items can be returned by arranging collection from your delivery address by either:
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Contacting us by sending us an email on info@tonefootwear.com; or
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Logging into the My Account/Order History section of our website and submitting an order return request.
Our delivery team will contact you and arrange the collection of the returning items from your address.
In some remote areas of the GCC countries, customers may be required to drop off their returns at a local collection point.
If you are requesting an exchange, the returning item must first be collected and returned to us for inspection. Once we receive and verify that the item meets our return requirements, we will proceed with dispatching the exchanged items. The exchange will be subject to product availability at the time of processing. If the requested item is unavailable, we may offer a refund as an alternative.
For any returns and exchanges of the orders from the GCC Countries (other than the UAE), we will charge a fixed fee of AED 30 or an equivalent in the local currency.
Worldwide Exchanges and Returns
If you wish to return an item from an international order, you must request a return label from us by either:
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Contacting us by sending us an email on info@tonefootwear.com; or
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Logging into the My Account/Order History section of our website and submitting an order return request.
Once your return request is approved, we will send you a return label which you will need to use to send the items back to us. You will need to drop off the return package at the nearest office of the designated courier service. We usually use one of the international couriers to arrange deliveries and returns of our international orders.
As per our Terms and Conditions, returned items must be unused, undamaged, and in their original packaging with all tags attached. Any item that does not meet these requirements may be refused and sent back to the customer at their expense. In such cases, the refund will also be denied.
Once we receive and inspect the returned item, we will process the refund or exchange, as applicable.
For international orders with a total value exceeding the equivalent of USD 300, we will provide a prepaid return label, and customers will not be responsible for return shipping costs.
For orders below the USD 300 equivalent, the customer will be responsible for return shipping costs, which will be deducted from the refund amount. In both cases, the customers will still be charged a fixed exchange / refund fee as described below.
If an exchange results in the total order value falling below USD 300 (or equivalent), the customer will also be responsible for the original shipping costs as per our Shipping and Delivery rules, as if the order had initially been below the USD 300 threshold.
Additionally, any return duties and customs charges incurred will also be the customer's responsibility.
Customers are responsible for ensuring that returned items are properly packaged and shipped using the provided return label. We are not responsible for lost or damaged returns due to improper packaging.
For any returns and exchanges of the international orders from any country other than the GCC Countries regardless of the original order amount, we will charge a fixed exchange / refund fee of AED 50 or an equivalent in the local currency.
Refund Process
All items returned to us will be inspected. If we are satisfied with the condition of the item returned, we will process the return and notify you once a refund has been issued with the value of the refund.
Your refund will be paid back to you depending on your original payment method:
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Credit or Debit Card payments are refunded back to the original payment card used to make the purchase.
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Cash on delivery payments, where available, are refunded via bank transfer (IBAN required) or as a store credit.
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Payments processed through PayPal will be refunded to your original PayPal account.
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If you paid using a Delayed Payment Provider, your refund will be processed in accordance with the Delayed Payment Provider's terms.
Please note that we cannot refund items if the return is initiated after 14 calendar days of the delivery date of your order. If you return an item to us after the 14 calendar day period, we will return it back to you as it has surpassed the refund deadline.
For credit card refunds, it may take up to 15 calendar days for your credit card provider or bank to process the refund and for the refund to be reflected on your card statement.
Fair Use Rules
To ensure fairness and prevent misuse of our returns policy, we monitor the frequency of returns from all customer accounts.
Accounts with a high volume of returns will be reviewed. Factors such as the frequency, reasons for return and overall purchase history will be considered.
If an account is found to be abusing the returns policy, we reserve the right to (1) limit or restrict the ability to make future returns; (2) deny return requests for certain products, and / or (3) suspend or deactivate the account.
