Refund policy
Last updated: 16 October 2026.
An item isn't right for you? For each situation, we tell you what the law provides and what TOMO Clothing offers you on top.
IN SHORT.
- 30 days from receipt to make your return request (14 days under the law).
- One free exchange per order: size or colour, return and reshipping at our expense.
- Free store credit, valid for 1 year.
- Refund: only the return shipping is at your expense (€5.45 from France with our label).
- Defective item or mistake on our part: everything is at our expense.
1. WITHIN WHAT PERIOD?
What the law provides.
You have 14 days to change your mind, without having to give a reason (right of withdrawal). This period starts on the day you, or the person you have designated, receive your order: collection from a pick-up point or delivery to your home. If your order arrives in several parcels, it starts from receipt of the last one.
You inform us of your decision, then send the item back to us within the following 14 days.
What TOMO Clothing offers you on top.
- 30 days instead of 14, counted in the same way (from receipt), to request an exchange, store credit or a refund.
- During the festive season: for any order placed between 1 November and 31 December, you have until the following 15 January to make your request, or 30 days after receipt if that date is later.
2. HOW DOES IT WORK?
- Go to our returns portal with your order number and the email address used for the order.
- Choose the items, the reason and what you would like: exchange, store credit or refund.
- Depending on your country, print the prepaid return label or send the parcel back by your own means (see § 5). Drop off your parcel within 14 days of your request.
To exercise your right of withdrawal, you can also write to us at hello@tomo-clothing.com, by post to Z.A.C.J. SAS – TOMO Clothing, 1-3 rue d'Enghien, 75010 Paris, or use the model withdrawal form in our terms of sale. We will then give you the return address.
The return reason you give (size, style, colour, etc.) helps us improve our products and product pages. It is never a condition of your right of withdrawal.
3. WHAT CONDITION SHOULD THE ITEM BE IN?
What the law provides.
You may handle and try on the item as you would in a shop. If you have used it beyond that, for example worn it outside, washed it or damaged it, we may deduct the resulting loss of value from the refund.
What TOMO Clothing asks of you for its additional services.
For an exchange, store credit or a return after 14 days, the item must be unworn, unwashed, with its tags, and well protected (in its original packaging if possible). Within the 14-day legal period, these conditions do not deprive you of your right of withdrawal.
4. EXCHANGE, STORE CREDIT OR REFUND.
What the law provides.
If you withdraw, we refund you. The law provides for neither exchanges nor store credit: these are services we offer you.
What TOMO Clothing offers you on top.
- One free exchange per order for another size or another colour of the same item: return label and reshipping at our expense. We send you the new item as soon as we have received and checked your return. If it is no longer available, we will offer you store credit or a refund. Only one exchange is possible per order: the item received in exchange can no longer be exchanged or returned, except within the legal withdrawal period for your order and under the legal guarantees (§ 7).
- Free store credit to choose another item: no return costs are deducted. The store credit is valid for 1 year on tomo-clothing.com and can be used in one or more goes.
- Refund: only the return shipping costs are at your expense (§ 5).
5. WHO PAYS THE COSTS?
What the law provides.
- Outbound delivery: if you send back your whole order, we refund the delivery costs you paid, up to the cost of the least expensive standard delivery method we offer.
- Return shipping: this may remain at your expense, provided you are informed of it before your purchase. That is the purpose of this policy.
- Processing your request, receipt, inspection and restocking: these costs cannot be charged to you. We cover them.
What TOMO Clothing offers you on top.
- Outbound delivery: if you send back your whole order, we refund the delivery costs you paid, whatever method you chose, even if it was more expensive than the standard method.
- Exchange and store credit: no return costs.
Return shipping in the event of a refund.
If you use our prepaid label, we deduct its actual price from the refund, with no mark-up, per parcel returned:
| Country the parcel is sent from | Shipping label (excl. VAT) | Carrier surcharges (excl. VAT) | Total excl. VAT | Total incl. VAT deducted |
|---|---|---|---|---|
| France | €4.29 | €0.25 | €4.54 | €5.45 |
| Belgium, Germany, Luxembourg, Netherlands | €6.99 | €0.25 | €7.24 | €8.69 |
Carrier surcharges include, in particular, the eco-tax and the security surcharge. From other delivery countries, we do not offer a prepaid label: you send the parcel back with the carrier of your choice, at your expense, to the address we give you. We recommend a tracked service. Wherever you are, you can always send the parcel back by your own means and at your own expense: nothing is then deducted.
What we never charge you for: processing your return request, receiving and inspecting the parcel, restocking.
6. WHEN WILL YOU BE REFUNDED?
What the law provides.
We refund you no later than 14 days after being informed of your decision to withdraw. We may wait until we have received the item, or until you have sent us proof of shipment, whichever is earlier.
The refund is made using the same payment method as your order, unless you agree to another method, and free of charge. For payment in instalments with Alma, the refund is applied to your Alma payment schedule.
What TOMO Clothing applies to its additional services.
For a return made between the 15th and the 30th day, or during the festive season, the refund is made within the same time limits and in the same way.
Good to know.
If your order benefited from a promo code subject to conditions (a minimum amount, for example) and, after the return, it no longer meets those conditions, the discount is deducted from the refund. See our terms of sale.
7. DEFECTIVE OR DAMAGED ITEM, OR MISTAKE ON OUR PART.
What the law provides.
All our items are covered by the legal guarantee of conformity for 2 years from delivery, and by the guarantee against latent defects. You choose between repair and replacement of the item. If we refuse, if bringing the item into conformity takes more than 30 days, causes you major inconvenience or fails, or if the defect is serious, you are entitled to a price reduction or a full refund. All costs, including shipping, are at our expense. Full details of these guarantees are set out in our terms of sale.
What TOMO Clothing offers you.
We do not repair our items ourselves. We therefore offer you:
- replacement of the item;
- or, if you would rather have it repaired, reimbursement of the repair carried out by a professional of your choice, on presentation of the invoice;
- or, if replacement is impossible, a full refund of the item.
These solutions are offered without prejudice to your rights: if you request repair and we do not carry it out, you can also obtain a price reduction while keeping the item, or a full refund in return for giving it back (Article L.217-14 of the French Consumer Code).
Report the defect on the returns portal (reason “The item is damaged or defective”) with photos, or write to us at hello@tomo-clothing.com. The same applies if you received an item other than the one you ordered: the return is at our expense.
8. ITEMS THAT CANNOT BE RETURNED.
In accordance with the law, the right of withdrawal does not apply to items personalised at your request, or to items unsealed after delivery that cannot be returned for hygiene reasons, where the product page says so. The legal guarantees always apply.
ANY QUESTIONS?
Write to us at hello@tomo-clothing.com or on WhatsApp at +33 7 67 58 45 58. We will get back to you as soon as possible.
