You’ve got questions?
No Problem! Our FAQ will provide you with the answers.

Order

How do I place an order?

To add an article to the cart, first choose the desired color of the article and then the desired size. Then click on the “Add to Cart” button. After the article has been added to your shopping cart, you will see an overview that shows all items that are already in the shopping cart. To complete the purchase, click on the “Checkout” button and follow the instructions in the order process. If you want to continue shopping, click on “Continue Shopping”.

If you have any questions regarding your order, feel free to contact us.

Do I need an account to order online?

You do not need a user account to order in our shop. However, when you create an account, you can see the status of current and past orders. You can also add your favorite items to your wishlist.

I forgot my password or my password does not work

If you have forgotten your password, you can simply request a new one by clicking on the “Forgot password” button on the login page. Enter your e-mail address and we will automatically sent you a new password. If you should still have problems logging in, please feel free to contact our Customer Service at service@tozy.eu.

How do I know that my order has been received?

As soon as your order has been completed, you will receive a confirmation email with your order overview. Once your payment details are approved, your delivery address is checked and the item is in stock, the order is processed. If you have not received a confirmation email after your order, please contact service@tozy.eu.

Can I order by telephone?

We currently do not offer this service.

My favorite item is no longer in stock, what can I do?

If an item is no longer available, a banner will appear on the product labeled “Not in stock”. Some articles can be pre-ordered. Please send us an email toservice@tozy.eu.

We will notify you as soon as your desired item is available again.

Can I cancel my order?

Before we start with the shipping process you can cancel your order at any time by sending an e-mail toservice@tozy.eu. You will find detailed information on the revocation and return regulations in our general terms and conditions.

How do I pay my order?

Once you have completed the order process and agreed to our general terms and conditions, you will be redirected to the payment page. Payment is in Euro.

We accept these methods of payment:

  • PayPal
  • bank transfer
  • Amazon Pay
  • Credit card
How does payment via PayPal work?

Paying by PayPal is easy, safe and fast. All you need is a personal Paypal account. After completing your order, you will automatically be forwarded to PayPal and can make the payment. 

For further information, please visit www.paypal.com.

How does pre-payment work?

If you pay by pre-payment, you will receive an order confirmation by e-mail with our bank details. If you do not receive this email, please check your spam folder first.

The amount must be paid within 5 working days. If the payment is not received within the given deadline, we reserve us the right to cancel the order. The time till we receive the payment also depends on the respective credit institution. Payments from abroad usually take longer. After we received your payment the processing of your order starts as well as the preparation of your individual trench coat.

In order to correctly assign your payment, please always state your order number in the ”reason for payment”. Please settle multiple orders by means of individual transfers.

Payment must be sent to:

Account owner:
Bank:
IBAN:
BIC:

How does the payment via Amazon Pay work

Payment via Amazon Pay is easy, secure and fast. All you need is a personal Amazon account. After completing your order, you will automatically be forwareded to Amazon Pay and you can make the payment.

For further information, please visit www.amazon.com.

How does payment by credit card work?

We accept the following cards for payment by credit card:

  • Visa
  • MasterCard
  • American Express
  • prepaid cards of the mentioned brands

Your credit card will not be charged until your order is placed. If your order is shipped in multiple parts, the items will be debited separately from your credit card.

Is a purchase possible on account?

A purchase on account is currently not possible.

To which countries can you deliver?

We ship to all EU countries. A worldwide shipping will follow soon.

We will gladly inform you as soon as we deliver to your country. Simply write an e-mail to
service@tozy.eu.

How much are the shipping costs?

We are currently shipping all over Europe. The shipping costs can be found in the table below. For shipping charges to countries that are not listed below, please contact us at service@tozy.eu.

  Germany ………
  Austria
  Switzerland**
  Denmark*
  France*
  Great Britain*
  Luxembourg
  Monaco
  Netherlands*
  Belgium
  Italy
  Sweden

* (except Faroe Islands, Greenland, French overseas territories, British Channel Islands, Dutch overseas territories)

 ** For our customers in Switzerland all orders are exempted from the 19% VAT and are therefore delivered without VAT. Please note, however, that additional duties, taxes and / or other charges are charged for shipments to Switzerland, which we unfortunately cannot accept. The amount of the fees depends on the value of the goods and may vary.

How does the shipping of my order work?

Our deliveries are made by DHL. The products are shipped to the indicated delivery address.

How long does delivery take?

After receipt of the payment, the shipping normally takes 2 – 4 business days within Germany and 4 – 6 business days within the European Union.

Can I track my order?

Once your order has been conveyed, we will send you a confirmation email with your DHL shipping number. With this number, you can track the progress of your shipment online at www.dhl.com.

Is the shipment insured?

All consignments are insured against damage or theft, from the time of collection to delivery to the delivery address you specify. The resulting costs will be covered by us.
Please note: As a customer, in case of a return you must ensure that the package is properly packaged and insured.

Is there an express delivery?

An express delivery is possible on request. Please contact us at service@tozy.eu.

Can I send my order to a Packstation?

For shipping to a packing station, please specify the package number in the “Street” field and write your postal number in the “Company” field.

How do I complain about a product?

Please send an e-mail to service@tozy.eu , with a brief description of the defect as well as a photo of the defect, for the quickest possible processing.

What is my return policy?

You can return unused items to us within 14 days. Returns which do not arrive within the period of return are not accepted.

Individual, self-designed products are excluded from the right of return.

How can I exchange items?

Just send an e-mail to service@tozy.eu and we will take care of your exchange request.

Kann I return articles from different orders at once?

You can return articles from different orders in one package. Please leave a note on the return form which item belongs to which order with the corresponding invoice number.

Can I cancel my order?

Before we start with the shipping process you can cancel your order at any time by sending an e-mail to service@tozy.eu. You will find detailed information on the revocation and return regulations in our general terms and conditions.

Products

What materials do your trench coats consist of?

Most of our models are made out of pure cotton. It is soft and thus ensures an extremely high wearing comfort. The material is not only of very high quality, it also has a leading position in the area of ​​sustainability, since cotton is a renewable resource.
In addition, our coats get a special refinement, which makes them water repellent, resistant and adds windproof properties.

Do you use real fur for your trench coats?

No, we only use faux fur (synthetic fur) for our coats! Under no circumstances we willsupport the killing of animals for the sake of a supposedly better optic. Our coats with their additional inner lining are made of faux fur to ensure that you do not freeze even at low temperatures in winter and look great!

Where are your trench coats produced?

Our coats are made in a traditional manufactory in Portugal. More information about our production can be found on the
About Tozy“-page.

Will there be additional sizes?

Yes, we’re planning on adding new sizes. We will gladly inform you as soon as your size is available. Please write us a message at service@tozy.eu or subscribe to our newsletter.

How do I change the single parts of the trench coat?

Changing the single parts is really simple. Just have a look at our “instruction“-page. There you can find easy step-by-step explanations.

Do you also offer gift vouchers?

We are happy to offer vouchers for every occasion. Vouchers for the online shop can be found here: ….
Insert the voucher into the shopping cart and close the regular ordering process. The voucher will be activated after the payment is made.. You will receive the voucher in the form of a gift card by mail. If you would like to receive the voucher by e-mail, please send a short message to service@tozy.eu.

How do I redeem a voucher?

You can redeem your voucher easily in the payment process. Enter your voucher code into the field provided. The invoice amount is automatically reduced by the amount of the voucher. If the order value exceeds the voucher value, you can then choose a payment method with which you want to pay the remaining amount. If the voucher value is higher than the order value, you can use the coupon code for subsequent orders several times until the credit is exhausted.
If you have any further questions regarding your voucher, please write to service@tozy.euand we will be pleased to help you.

Do you have additional questions?

Contact us by email or telephone.
You are also welcome to send us an enquiry via our contact form.