Refund policy
Refund & Return Policy
At Tonalé Row, we want you to love your purchase. If you are not completely satisfied, you may return eligible items for a refund within 14 days of delivery, subject to the conditions below.
Eligibility for Returns
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Items must be unused, unworn, and in their original packaging.
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Items must be in the same condition you received them, with no signs of wear, damage, or alteration.
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Clearance & Final Sale items (as marked and found in our “Clearance / Final Sale” collection) are not eligible for returns or exchanges.
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For hygiene reasons, earrings must be unworn to be eligible for return.
Return Process & Shipping Fee
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To initiate a return, contact us at orders@tonalerow.com with your order number and the item(s) you wish to return.
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Approved returns will receive a prepaid return shipping label.
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A $4.99 flat rate will be deducted from your refund to cover return shipping costs.
Refunds
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Refunds will be processed to your original payment method within 7–10 business days after we receive and inspect your returned item(s).
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Original shipping costs (if any) are non-refundable.
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You will receive an email notification once your refund has been issued.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact us at orders@tonalerow.com within 5 days of delivery with photos of the item and packaging. We will work quickly to provide a replacement or issue a refund at no cost to you.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return your original purchase (if eligible) for a refund and place a new order.
Late or Missing Refunds
If you haven’t received a refund after the stated processing time:
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Check your bank or credit card account again.
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Contact your credit card company (it may take time for the refund to post).
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Contact your bank.
If you’ve done all this and still haven’t received your refund, email us at orders@tonalerow.com.