Skip to content Skip to navigation

Contact us

Customer service

If you have any questions, concerns or comments, please let us know right away. We'll be delighted to help you

Customer services opening hours: Monday to Friday, 09:00 to 18:00.

Get in contact with our Customer Service Team by telephone on 8 800 100 10 29 or by email at help.ru@tous.com to send us your inquiry. 

For inquiries and comments about purchases made in our TOUS stores, you can contact them directly through our Store locator.

Back to top

 

Payment

1. How can I pay for my order?

Currently, we only have the payment on delivery method available.

You can choose between paying with cash or by credit card. For the latter, we offer the following payment options:  VISA and Mastercard

All credit and debit card holders are subject to validation and authorization by the card issuer, as well as on our part to ensure security and avoid any potential fraud.

Back to top

 

Shipping

1. Where is my order?

As soon as your order has been dispatched, you will receive an email or SMS providing you with a link. This will allow you to track your order through our shipping company's website.

If you have any questions relating to this, please get in touch with our Customer Service department (8 800 100 1029). We will provide you with all the relevant information.

2. I didn't receive my order in the time frame given. What can I do?

If you do not receive your order in the time frame specified, get in touch with the Customer Service Team (8 800 100 10 29) and we will make the necessary inquiries and give you an answer as soon as possible.

3. I have received a faulty item in my order.

All TOUS products fulfill strict quality standards and our aim is to always guarantee the highest levels of satisfaction for our customers. If you have unfortunately received a product with a quality issue, get in touch with our Customer Service Team immediately (8 800 100 10 29) so that we can help you. Please provide us with the following information:

Your order number

Product code/Product name

Details about the fault

Whether you would prefer a refund or a replacement

4. I have received the wrong item in my order

If you have received the wrong item, we apologize for the inconvenience caused.

Please, get in touch with the Customer Service Team (8 800 00 10 29) and provide us with the following information:

Your order number

Product code/Product name

Whether you would prefer a refund or a replacement

5. There is an item missing from my order

If the delivery note indicates that the package should contain an item that it does not, please get in touch with the Customer Service Team (8 800 100 10 29) and provide us with the following information:

Your order number, Product code/Product name of the missing item and we will make the necessary inquiries.

Usually, we will send you the missing item, but in the exceptional event that this is not possible, we would give a full refund of the amount paid for the item as quickly as possible.

6. I have just made an order, can I cancel or change it?

Once the order has been confirmed, it is not possible to change it before delivery.

However, you have the option to cancel it, but you should do this as soon as possible. Get in touch with the Customer Service Team (8 800 100 20 30). They will do all they can to meet your request. However, we are not able to guarantee the cancellation of your delivery if you have already received a notification by email or SMS letting you know that your order has been dispatched.

7. Can you deliver to my place of work?

Yes. Packages are delivered Monday to Friday.

Back to top

 

Returns

1. Exchange and returns policy

If, for whatever reason, you are not satisfied with the products purchased at www.TOUS.ru, you have 7 calendar days from the day of purchase to return them. The item should be in perfect condition, unused, in its original packaging and with its labels not removed. Jewelry items should be returned with their labels in their original state, without being removed from the product.

In order to request the return of a product, you will need to fill out a returns form.

Returns should be sent to the address of our boutique, located at: Moscow, Nikolskaya street build. 19-21/1 under the responsibility and care of the customer. 

Once the verification of the returned items has been completed in our boutique, we will refund the amount paid within 10 calendar days of receipt of the merchandise.

Remember that the time it will take for the deposit to appear in your account will depend on your bank.

As proof of your return, we recommend that you keep the receipt given on delivery of the package to the courier service, if you are using a shipping company to make a return.

2. How do I request a return?

If you wish to make a return, you will need to fill out a return form. You will receive the form along with the rest of the purchase documentation that is delivered with your order.

3. Can I return the item to any TOUS boutique?

No. Currently, purchases made through our online store www.tous.ru can only be returned to our boutique located at: Moscow, Nikolskaya street build. 19-21/1. 

Alternatively, you can return the item by means of a courier service that we will make available to you, or use your own method.

Remember that when returning items in perfect condition, the shipping costs are at your expense.

4. Can I exchange items?

No. Exchanges are not possible. However, it is possible to return a delivered product and make a new order for the item that you want.

Back to top

 

Size guide

1. Ring size

To calculate your ring size, print this page and match up one of the following circles with the inside of one of your rings. 

The half sizes are determined if your ring falls between two of the circles.

Please make sure that, once printed, they measure two inches or 20 millimeters respectively, to ensure exact dimensions.

2. Choker size

Choose the size of your choker:

Back to top

 

Promotion

1. How do I use my promotional code?

Using a discount code on Tous.com is very easy. You just need to follow these steps:

Choose an item and click "I want it" to add it to your cart

Next, you can choose to continue shopping or to process your order

When you choose to process your order, if you have a promotional code, follow these steps:

In "Your cart", choose the option "See cart"

Enter your promotional code in the field "Do you have a discount code?" so that the discount can be applied to your order.

Check that the promotional code has been applied. At the top of your screen, an error or confirmation message will appear.

Once the code has been applied, if you want to finalize your purchase, click on "Submit order"

Fill in all the necessary fields and finalize your order. You will receive an email confirming your order

If you have any further questions about discount codes, please get in touch with our Customer Service Team (8 800 100 10 29).

2. I forgot to use my promotional code.

Unfortunately, if you have not entered your promotional code at the time of payment, we are unable to apply it to your order later or to modify your payment.

3. How do promotional codes affect my right to return an order?

If a promotional code was applied to your original order, the refund amount will be adjusted to take this into account. 

Unfortunately, we are unable to reissue promotional codes, even when your original order has been returned to us.

Back to top

 

Packaging

The TOUS GIFT BOXES

"I would like my present to be gift-wrapped and look beautiful"

We know that the best part of giving is the immense pleasure that we receive at this special moment... TOUS delivers all jewelry in a small, round box with a bell. Our little magic boxes are available in different sizes and colors and include the authentic brand seal; Jewelers since 1920.

Back to top

 

Relevant information

1. Where can I buy TOUS products?

Currently, all of our products, apart from perfumes, are available exclusively in our TOUS stores. http://www.tous.ru/ru/stores

You can also purchase our perfumes in select multi-brand channel stores.

2. Where can I get more information about TOUS designs, prices and availability?

For information relating to our items (features, prices, availability) you can go directly to any TOUS boutique. Our professional sales team will help and advise you, offering you all the information that you may need concerning our jewelry, watch or accessory collections. We are sure that you will love the shopping experience.

Also, you can check prices and features of our products on our online store at (www.tous.ru).

Back to top