Shipping
Most orders ship within 1-2 business days, excluding Mondays and holidays. Made to order products are specially produced per customer specifications. They ship within 1-4 weeks from purchase date depending upon the item, unless specified otherwise in the product description. If you have any questions regarding custom orders, or in store availability for products, you can contact us here.
Domestic orders are sent out via USPS Priority Mail and arrive in 1-3 days from shipping date. Tracking information will be emailed to you upon shipment. USPS can take up to 24 hours to update tracking information. Orders with free shipping are sent out via USPS First Class Mail and take 2-7 days to arrive.
International orders are $20 and shipped via USPS First Class Mail International. The estimated delivery time is around 7-21 days to arrive, however USPS does not guarantee delivery dates or times for First Class International.
** Please note we are a very small team operating an independent business with a full time brick & mortar location. We carry low stock, hard-to-find items that are not mass produced, and the majority of our jewelry is made locally in small batches by independent designers. While we update our product availability daily, due the nature of our business, shipments for a few locally made items may occasionally be delayed for 3-14 days. We will contact you immediately regarding your order with an approximate time frame if that happens. Please contact us if you have a rush order request, and we will do our best to accommodate you.
Return policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. All returns are issued gift cards to our store, which do not expire.
Due to limited quantities and custom products we do not refund orders.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging with the receipt or proof of purchase. Restocking/shipping fees may apply.
- Shipping fees are non-refundable
- We are not liable for any returns that are lost or stolen while in transit
To start a return, you can contact us at info@shoptoile.com. Please note that returns will need to be sent to the following address:
Toile
1333 Frankford Ave
Philadelphia PA 19125
USA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any questions at info@shoptoile.com, or call us during our business hours at 267-587-7221.
Hours:
Monday: Closed
Tuesday to Saturday: 11-7pm
Sunday: 11-5pm
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 custom products (such as special orders or personalized items), personal care goods (such as bath & beauty products), nor lingerie/swimwear. 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 contact us during our business hours at 267-587-7221 or email us at info@shoptoile.com. If you are unable to reach us, return the item you have, and once the return is accepted, make a separate purchase for the new item.
Store Credit/Refunds
We will notify you once we’ve received and inspected your return, and let you know if the store credit was approved or not. If approved, you'll receive a gift card to our store within 2 business days.
If your circumstances are not covered by our return policy, for example if you received the wrong or defective item, please contact us and if approved you’ll be 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 info@shoptoile.com.