This Shipping & Delivery Policy is part of our Terms of Service ("Terms") and should be therefore read alongside our main Terms of Service.

Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.

Shipping Options & Fees

We offer shipping via Royal Mail on a tracked service.

• UK Orders: FREE shipping
• International Orders: £9.99 flat rate

All shipping fees will be calculated at checkout depending on your location and the number of prints you have ordered.

Estimated Delivery Times

• UK: 2-5 business days
• EU: 3-5 business days
• US: 3-5 business days (depending on customs clearance)
• Canada: 3-7 business days
• Rest of World: 7-14 business days

All times and dates given for delivery of the products are given in good faith but are estimates only.

Should there be any failure with the delivery service, deliveries will be made within 30 days after the day we accept your order.

Processing Time: Orders placed before 1:00 PM (GMT+1) are processed within 2–5 business days before being shipped. Orders placed on Saturdays, Sundays, or public holidays will be processed on the following Monday or the next working day. (Working days exclude Saturdays, Sundays, and public holidays.)

Holiday Seasons: During November, December, and Easter holidays, shipping times may be extended due to high demand and closure of production facilities and shipping carriers.

International Deliveries

We offer worldwide shipping to most countries. Please note that international customers may be subject to import duties, taxes, and customs clearance fees over which we have no control.

 

These additional charges are the responsibility of the recipient, and Tonomi is not liable for any customs and duty charges.

Delayed or Lost Orders

A parcel is considered lost after it has been in the postal system for:

• 21 business days for US & EU orders
• 30 business days for international orders

We cannot take responsibility for delays caused by the courier. Although orders normally take much less time, we are unable to dispatch a replacement until this period has elapsed. Please contact us for assistance and customer support.

Order Changes & Cancellation

Cancellation requests are accepted within 2 hours after the order is placed (during business hours). After that time, you will need to follow our return policy.
Customised orders cannot be returned or refunded.

Wrong or Incomplete Address

If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery costs to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To receive a refund, artwork(s) must be returned in mint condition, within the original packaging and paperwork within 14 days of receiving your order. You'll also need the receipt or proof of purchase.

To start a return, please contact us at returns@tonomistudio.com. If your return is accepted, we'll provide instructions on how and where to send your package.

Please note that customers are responsible for all return shipping costs unless the return is due to our error (you received a damaged, defective, or incorrect item).

Please note that returns will need to be sent to the following address:

TONOMI T/A LOVE LETTERS XO LTD
3rd Floor,
86-90 Paul Street,
London,
EC2A 4NE
United Kingdom

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

Damages & 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

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 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.

Refund Process

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 returns@tonomistudio.com.

Contact Us

If you have any further questions or comments about our Shipping & Delivery Policy, you may contact us via email at: store@tonomistudio.com or via our Contact Form.