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PRODUCTS

PRODUCT SEARCHES

To find a product you want to buy, you can access the different categories, located at the top of the page and within them choose the type of product you need. You can also search by description, name or product code using the search tool located in the upper right corner of the page.

From the product page you can add it to your shopping cart.

Orders

CANCEL AN ORDER

To cancel an order, contact our Customer Service team.

We will do our best to cancel your order however please note that we can only cancel if the order has not been fulfilled in our warehouse.

It is possible to cancel specific products or the entire order.

If the cancellation has been made effective, you will receive an email confirming the action.

For additional information about canceling your order, see our Terms and Conditions.

ORDER CONFIRMATION

Once you have placed your order you will be shown an order confirmation screen detailing the products you have purchased and the price/value.

An email confirmation will also be sent to you at this time indicating that the order is being processed.

Once the order leaves our warehouses, you will receive a second email detailing the products in the package and informing you of your tracking reference number with the carrier. Clicking on the tracking reference link will redirect you to the courier's website where you can view the progress of your delivery.

MISSING PRODUCTS IN MY ORDER

Sometimes some products are delivered on different dates.

If an order is missing items, first check your delivery order or email messages to see if any of your items will be arriving separately. In this case you will not be charged any additional shipping costs.

If we do not have that item in stock our customer service will contact you.

If it appears on the delivery note that an item should be in your package but it is not, please use our contact form to get in touch with us letting us know which item(s) is(are) missing.

MODIFY AN ORDER

o modify an order, contact our customer service department or send an email to atencionalcliente@toimsa.es Keep in mind that the order can only be modified if it has not been prepared in our warehouses.

FAILED OR CANCELED ORDERS

There are a number of reasons why we may cancel an entire order.

The most common reason is because the billing address details provided by the customer do not match the customer's bank details. Please make sure that the billing address you provide is the same as the one on the card you have registered.

Once an order has been canceled it cannot be reactivated. The amount will be refunded and a new order will have to be placed.

For more information, check the email we sent you due to the cancellation.

PLACE AN ORDER

Once you know the product you want to buy, on the page of this product, select the color, size and units you need and add it to the cart.

You can add as many products as you want in the same way.

Once all your products have been selected, you will find the shopping cart in the upper right part. Hovering over the icon will open and display all selected items.

If you want to make any change of units or delete products, you can do it from the shopping cart page and update it once you have modified the necessary elements.

If you have a discount code, insert it in the "Discount Codes" section and apply the coupon.

Once you have all the products you need in the cart, click on "Place order" and you can place the order in two ways: as a guest, register with a new user or log in, if you have already registered.

If you place the order as a guest, you will have to complete the form that appears in the "Billing information" section. All those fields that have an * are mandatory.

Please note that the billing address must match the details of the card being used.

Only if the order is sent to a different address than the one provided in the "billing information" section, fill in the "shipping information" section.

The shipping method for Spain will be done through Envialia with a 72h service and the payment method is made through Redsys.

Before making the payment, your shopping cart will be shown again to review the order and you must read and accept the Privacy Policy and the General Conditions of Contract.

If you agree, click on "Place the order". This will send you to the payment platform where you must enter your credit card details.

The payment made is solely for the cost of the products and transportation costs.

In no case does it include possible additional expenses that may be generated in the destination country since it depends on the customs regulations of each country.

If an order is placed outside the European Community, an additional tax may be generated.

If you have doubts, you can call the customs office of your country and ask if there is a maximum value of the products so that taxes do not have to be generated. You can also call UPS and ask about the maximum allowable value of products for personal shipments based on the country of destination.

Once the payment is made, the order is confirmed and you will receive a verification by email that your order has been placed correctly.

Once the order leaves our warehouses, you will receive a second email detailing the products in the package and informing you of your tracking reference number with the carrier. Clicking on the tracking reference link will redirect you to the courier's website where you can view the progress of your delivery.

PAYMENTS

PAYMENT AUTHENTICATION

Payment Authentication or 3D Secure are the fraud prevention initiatives launched by card issuers. Authentication works through the use of passwords personalized by the user to protect online purchases.

Customers must have received information about the payment authentication process from their card issuers. If you need more detailed information or have any problems with the authentication process, please contact your card issuer directly.

We have no control over the payment authentication process so we will not be able to help with any questions related to this matter.

TWO CHARGES PER ORDER

Once the payment has been made, a reservation of the amount to be paid will be made in your account and we are granted an authorization to be able to collect the order. This will show up as an amount reserved for collection, but we haven't actually collected it yet.

From that reserve, we only use the money for the items we ship and collect the money at the time the products are shipped.

Therefore, if we have had to cancel any item on your order, the money we ask for will be less than the amount that has been authorized by your bank and will be taken as a separate amount.

Therefore, in certain circumstances, it appears that you have paid twice for your order.

When the payment is made, your bank is automatically informed to request that they release the amount of difference.

The duration of the return process depending on the procedures of your bank.

Please contact your bank for more information.

SHIPPING CANCELED CHARGED

Please note that we do not charge for items until they have been shipped.

 

However, we have authorization for collection. This will show up in your account as a funds reserve that puts the money towards paying for the order, but you don't get paid until after we've shipped your items.

 

If we have to cancel the entire order or some items, we will ask your bank to cancel all or part of the funds reserved for payment. If the charge still appears as done after several days, please contact your bank to ask them to make our payment cancellation effective.

PAYMENT OPTIONS

oimsa uses the Redsys payment gateway. The payment pages are secure and you can safely enter your card details to pay for your order.

We accept the following payment methods: Mastercard, VISA, VISA debit, Visa Electron and Maestro.

PAYMENT COLLECTION

Please note that we do not charge for items until they have been shipped.

However, we have authorization for collection. This will show up in your account as a funds reserve that puts the money towards paying for the order, but you don't get paid until after we've shipped your items.

If we have to cancel the entire order or some items, we will ask your bank to cancel all or part of the funds reserved for payment. If the charge still appears as done after several days, please contact your bank to ask them to make our payment cancellation effective.

SHIPMENTS

WHERE WE SHIP/DELIVERY

We have shipments to all countries.

VAT will always be charged to the CONTRACTING PARTY (21% for national orders except the Canary Islands, Ceuta and Melilla, and international orders within the European Union). For orders to the Canary Islands, Ceuta, Melilla and any other country outside the EU, the CONTRACTOR will be responsible for import VAT, tariffs and customs clearance.

UNSUCCESSFUL DELIVERY

The most common reason for the package not being able to be delivered is because the courier tried to deliver the order and was not able to get a signature for the delivery.

In this case, the courier service will contact you to try to arrange another delivery day.

For more information, access the website of the courier company and enter the package tracking link.

SHIPMENTS TO SPAIN

Shipments within Spanish territory are made through Envialia. A standard 72 hour delivery is made so your order should reach you in a maximum of five working days (excludes weekends and holidays).

Shipments to the Balearic Islands are made through Ramoneda.

Shipments to the Canary Islands, Ceuta and Melilla are made by post and the costs are subject to customs fees. The transit time is around 5 or 6 business days + customs.

TRACK YOUR ORDERS

You can track the progress of your order using the unique tracking reference number. You can find your number in your order history.

Alternatively, you can find the unique tracking reference number in the shipping confirmation email. In it you will also find the link to the corresponding section of the courier's website.

RETURNS & EXCHANGES

ITEMS WITHOUT EXCHANGE

A product that is used, damaged or personalized cannot be returned or exchanged. In addition, mouth guards, for hygiene reasons, cannot be returned either.

RETURNS & EXCHANGES

There is the option to return the product or exchange it for another as long as it is within 30 days after the purchase date. It is essential to present the purchase invoice. Once you receive the order, if you are not satisfied with any of the products, look for and follow the instructions for the return of products that you receive with your order.

First you have to contact our customer service by sending an email to atencionalcliente@toimsa.es to confirm that the return is possible.

Check that the products to be returned are not products excluded from return (A product that is used, deteriorated or personalized and the mouth guards, for hygiene reasons).

Once the return is confirmed, you must fill in the form with the information requested:

Order number

Product units

Product code

Product name

Product size

Reason for return

Money refund or exchange for another product

Personal information

Insert the token in the package with the product(s) you wish to return, in its original state.

Send the package to:

Toimsa

C. Rio Jarama, 90,

45007 Toledo, SPAIN

Phone: +34 925 23 33 00

The postage and charges of the return will be borne by the customer except that it is a defective product and this is verified once it arrives at our warehouse. In case of rejection of the order in the hands of the carrier, the return costs will be deducted from the refund that will be made once the product arrives at the warehouse.

We recommend that you send the items using a carrier that offers the possibility of tracking the order or by certified mail as we are not responsible for shipments that are not delivered to us.

Put as observations of the package: "Return + order number"

All items will be inspected upon arrival at our warehouse. Please note that we will not be able to accept items that have been used or are in inadequate condition. The refund will not be made or the change will begin to be processed until the product(s) have been received and it has been verified that they are in the same state as when they were sent.

The change can be made for the same product or for a different one. If the change is for another, a new payment will have to be made with the difference in the amount of the garment if the price is higher. If, on the contrary, the product of the change has a lower cost, we will make the corresponding payment.

The refund of the money will be made using the same payment method that was originally used to pay for your purchase.

All updates about your product, once we receive it, will be notified to you by email.

PRODUCTS CANCELED DUE TO OUT OF STOCK

If a product is not in stock, once the purchase is made, the money will be returned to the user.

The return time depends on the procedures of the banks. Contact your bank for more information.

DEFECTIVE PRODUCTS

To return a defective product, follow the instructions in the "Changes and returns" section.

When we receive the products, they will be examined and if they are considered defective, the price will be refunded in full or replaced.

In the event that the product is defective, Toimsa is in charge of the return postage.

REFUNDS

If your return is refundable, we will refund your money using the same method originally used to pay for your purchase.

When a refund has been issued, you will receive the refund receipt by email detailing the amount that has been refunded and the reason for this operation.

The return is managed once the package reaches our warehouse.

PERSONAL AREA

HOW TO REGISTER

At the top of the page you will find the "My account" section and there you can log in, if you are not connected, or create a new account.

To create a new account you have to fill in the required personal information.

Once you have an account, you can update your data, see a summary of your recent activities, have a book of delivery and billing addresses for orders, have the history of Toimsa orders, a list of items of interest to be able to Save the products that interest you the most and the budgets with Toimsa.

You can change your password, primary email address or any of your other details at any time by accessing the "My Account" section.

PROBLEMS LOGGING IN

If you are having trouble logging in because your email address or password is incorrect, please make sure you are using the same email address and password that you used when you registered with us.

If you do not remember your password, you only have to select the "I forgot my password" box on the login page, enter the email address or username with which you registered and we will send you an email so that you can can reset your password.

If you are still having trouble logging into your account, please contact us.

OTHER INFORMATION

ADD TO SAFE SENDERS LIST

If you add our email address to the safe senders list, you will be able to receive all our emails in your inbox and reduce the chances that they do not reach you or enter the "Junk Mail" or "Spam" folder.

To ensure you receive all our emails please make sure to add atencionalcliente@toimsa.es to your address book.

To ensure receipt of our email messages please follow the instructions below for your specific ISP.

 

HOTMAIL

1. Open the email.

2. Click on "Options" (at the top right corner of the screen) and then "More Options" at the bottom of the dropdown list.

3. Select "safe and blocked senders" and then click on "safe senders"

4. Copy and paste info2 in the appropriate box and click "add to list"

5. Our email address has been added to your safe senders list.

 

MICROSOFT OFFICE OUTLOOK 2003

1. Open the email

2. On the toolbar click on "Actions"

3. Select "Spam Email" from the drop down menu.

4. Select "Add sender to safe senders list".

5. A dialog box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm.

6. The email address has already been entered into your Outlook contact list.

 

YAHOO!

1. Open the email.

2. Click the "Add" button next to our email address.

3. Paste atencionalcliente@toimsa.es in the email field and click "Save".

4. A dialog box may appear with the words "Contact has been added" next to a green check mark. Click OK to close the dialog.

5. The email address has already been entered into your Yahoo! address book.

 

MICROSOFT OFFICE OUTLOOK 2007

1. Open the email.

2. In the Tools menu click on "Options"

3. On the Preferences tab, under Email, click “Spam”.

4. Click the “Safe Senders” or “Safe Recipients” tab and select Add

5. In the box write atencionalcliente@toimsa.es and click OK.

6. The email address has now been added to your contact list.

 

AOL MAIL

1. Open the email.

2. Mouse over the sender address to give a small dropdown. Select "Add Contact".

3. If the email address does not appear, copy atencionalcliente@toimsa.es and pay in the corresponding box. Click Add Contact to confirm.

4. The email address has already been added to your contact list.

 

GOOGLE MAIL

1. Open the email.

2. Click the "More Options" link next to the date.

3. Click "Add sender to contact list" in the options.

4. The email address has already been entered into your Gmail contact list.

COLABORATE WITH US

If you are interested in representing Toimsa as an international distributor, please contact atencionalcliente@toimsa.es

For marketing proposals related specifically to the website please contact atencionalcliente@toimsa.es for details

FAILURES ON THE WEB

If you encounter any problems with the website, please contact us using the contact questionnaire or by sending an email to atencionalcliente@toimsa.es

CONTACT FORM / OTHER INQUIRIES

If we have not been able to answer your question, please contact our Toimsa Customer Service Department.