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FAQ Most frequent questions and answers

QUESTIONS ABOUT THE PAYMENT METHOD

Payment must be made when the order is placed online by the Customer. The amounts paid cannot be considered as installments or payments on account.

All orders are payable in Euros.

To pay for the order, the customer has three payment methods (see details below):

  1. Paypal
  2. Bank transfer

PAYMENT VIA PAYPAL

If you have a Paypal account you can pay your order directly online. After choosing the payment method you will be redirected to the Paypal site. Enter your details and proceed with the payment.


PAYMENT BY BANK TRANSFER

Beneficiary heading: “TOMA SRL”
Iban code: IT39 H 03111 68810 000000000344
International code: SWIFT BLOPIT22
Bank: UBI BANCA SPA FIL. APPIGNANO (MC)

The purpose of the transfer must include the customer order number to correctly associate the payment with the related order.

SHIPPING AND DELIVERY QUESTIONS

1. How should I behave in case of damage during transport?

All packages sent by TOMA SRL are covered by insurance. Attention for being entitled to compensation it is essential to report the accident at the time of unloading, by writing on the courier’s bulletin: undamaged package, pallet / cardboard, damaged package, open cellophane, scratched, torn. No disputes will be accepted without notes on the bulletin.

Reporting procedure

To make the report, send to the address shop@tomayouniform.com  n ° 2/3 photographs of the damaged product, of the packaging and of the bulletin with anomaly annotation found, indicating in the email the order code and the delivery date.

2. How will my order be shipped?

For shipments we use different couriers based on the package to be sent, the shipping cost is shown directly on the cart.

3. How is my package packed?

The material usually used for packaging is cardboard and nylon bags / film; more bulky packages will be shipped on pallets closed with white nylon. Particular attention must be paid during transport to the movement of the goods, respecting the signs printed on the cardboard.

4. When do delivery times start?

Each item on sale on the site shows the delivery times (working days) in the form, the latter starting from the moment in which the payment was received.

7. Is it possible to have delivery to the floor?

Add your products to the cart and, when indicating the shipping method you prefer, select Delivery to the Plan. Delivery to the floor includes an additional cost of 2.00 euros


8. Can I open the packages in front of the courier?

Packages cannot be opened in front of the courier; any anomaly found must be written on the courier’s bulletin: undamaged package, pallet / cardboard, damaged package, open cellophane, scratched, torn. No disputes will be accepted without notes on the bulletin.

9. Can I be notified before delivery?

TOMA SRL notifies its customers by email when the order is shipped; subsequently the courier in charge will notify the customer via e-mail and in the case of large packages / pallets the courier will make an appointment for unloading.

10. Do you also ship abroad?

Yes, we ship to all European Union countries; for shipping rates abroad (European Union) request a quote to shop@tomayouniform.com


HOW DOES THE WARRANTY ON THE PRODUCTS PURCHASED WORK?

All products sold by “TOMA SRL” are covered by the manufacturer’s standard warranty and 24-month warranty for lack of conformity, pursuant to DL 24/02. To obtain warranty service, the Customer must keep the invoice for the goods purchased. The 24-month warranty pursuant to Legislative Decree 24/02 applies to products that present a lack of conformity, provided that the product itself is used correctly, in accordance with its intended use and as provided in the attached technical documentation and is reserved to the private consumer.

In case of lack of conformity, “TOMA SRL” provides for the restoration of the conformity of the product by replacement until the termination of the contract. In the event that “TOMA SRL” is not able to give its customer a product under warranty (restored or replaced), the latter may proceed at its own discretion to return the entire amount paid or to replace it with a product with features equal or superior.

“TOMA SRL” does not accept returns that are damaged, but kept in a normal state of conservation, kept with the use of normal diligence. Products damaged by detergents / additives or products damaged by the customer due to inexperience will not be replaced or refunded.

QUESTIONS ABOUT ORDERS

1. How can I view the status of my order?

To view the status of your order, simply log in to your “Account” via login and password. Legend of states:

    1. Pending payment (Only for bank transfer, “TOMA SRL” awaits payment to confirm the order)
    2. Payment made (Payment was received by “TOMA SRL”)
    3. In process (The products are in preparation to be shipped)
    4. In shipping (The goods are in the packaging phase)
    5. Shipped (Products are on the way)
    6. Delivered (The packages have been delivered)

2. How do you place an order?

Once you have found the product you need, click on the “Add to cart” button. To complete the order, follow the instructions for the checkout process. The order will not be forwarded until the end of the checkout process, which is divided into five steps:

A. Order summary
B. Access as a new customer by entering the email or as an existing customer via login and password
C. Entry or confirmation of personal data
D. On the shopping cart the choice of the city of dispatch and the method of payment with verification of any additional expenses.
E. Order confirmation

3. What happens once the order is sent

You will be sent an e-mail confirming the purchase order with a summary of your order and, within 24 / 48h, a further confirmation of the order by “TOMA SRL”. Based on the chosen payment method your order will be processed in the following ways:

  • Bank transfer (Your order will be processed only upon receipt of payment)
  • Paypal (The order is put into processing to be delivered)

4. I have not received any order confirmation via email, what should I do?

In very rare cases it may happen that you do not receive any e-mail confirming registration or order, the causes may be different. If you have not received any e-mails, please contact the online customer service from Monday to Friday from 15.00 to 18.00, or write to shop@tomayouniform.com 

5. Can I change my order?

If the order has entered the shipping process, you will not be able to make any changes.

If you wish to change the name, mobile number, e-mail address or password associated with your account, you can make these updates in the Access and security settings section within My account

QUESTIONS ON THE RETURN OF THE GOODS

The return can be made through the carrier of your choice. However we advise you to make the product via registered mail or with a tracking service of your choice (“TOMA SRL” recommends the courier … … for bulky packages) and to sign, if necessary, an insurance with your courier for the value of the products shipped, in order to prevent any losses or breakdowns.

The material cannot be returned to “TOMA SRL” unless authorized by it.

We invite you to return your products to the address indicated: TOMA SRL – Via Marconi 13 – 62010 Appignano (MC) Italia

Returned under the right of withdrawal: “Satisfied or refunded”

You have a withdrawal period of 14 calendar days to cancel all or part of your order. This period begins upon receipt of your order. In order to exercise your right of withdrawal, you must inform us within this 14-day period by sending an e-mail to shop@tomayouniform.com  Alternatively, you can use any other method of communication to inform us.

Starting from the day you notified us of your right of withdrawal, you will have 14 calendar days to make the products in question. The shipping costs will be at your expense.

“TOMA SRL” undertakes to reimburse you, on receipt of the return or upon written proof of their dispatch, the amount of the products purchased, excluding shipping costs. We inform you that “TOMA SRL” could cut an amount due to the devaluation of the product in question linked to extraordinary operations essential to establish the nature, characteristics and correct functioning of the product.

We remind you that the right of withdrawal does not apply in the following cases:

– Sealed products that cannot be returned for sanitary or hygienic reasons and that have been opened by the consumer following the delivery;

– products damaged, but kept in normal condition, kept with the use of normal diligence. Products damaged by detergents / additives or products damaged by the customer due to inexperience will not be replaced or refunded.

VARIUS

All “TOMA SRL” products are the result of craftsmanship and therefore may be subject to color variations. The shades of the Products may vary from one batch to another, but also within the same production lot, and this depending on the fact that the Products consist of raw materials for which a shade variation is customary and usual; any differences in color are therefore not to be considered defects but peculiarities and characteristics of the Products themselves.

The degree of sanding and any other processing of the material may not be identical between the different objects, even within the same production lot. Possible differences in thickness, surface processing (sanding) and shade may occur between products of the same color and / or different objects / codes. The images and photographs on catalogs, price lists, advertising and web materials have the sole purpose of providing an orientation view of the Product. The colors and workings of the represented materials must be considered as general and approximate indications of the Product and not binding with respect to the product (s) delivered.

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