All the products available in our online store come from recognized manufacturers who take care of all the product details, both in terms of design and quality. With this guarantee and confidence that we have in our suppliers, we always strive to give the very best service to ensure your satisfaction, one of our most important company values.
Any purchases on www.totockids.com can be made with the following payment methods:
-debit or credit card
-Cash payment upon delivery
According to Spanish Law 34/2002 dated 11th July related to the services carried out by electronic commerces, the following data must be provided:
TOC TOC, s.c.p. (company name)
CIF J55625396 (Registration number)
Payment by debit / credit card
We guarantee confidentiality in the transfer of data on the Internet. We use the security protocol, SSL (Secure Sockets Layer). This system ensures the identity of the vendor, ensures the integrity of the message and encrypts the data with an encryption of up to 128 bits, which guarantees that if someone intercepts the communication will not be able to interpret it.
Security standards To avoid fraudulent use of credit cards, banks, VISA, MASTERCARD ... have designed new security standards that certify the authenticity of the card user.
Electronic Commerce Insurance CES. At www.toctockids.com you can pay with this improved card method, which adds one more security element, the pin, to verify the identity of the buyer. The data to be requested are:
- Card number.
- Date of Expiry.
- Cryptogram (2 digit number on the front of the card)
- Secret PIN number.
Cards accepted: VISA, MASTERCARD, SERVIRED.
Payment by bank transfer
If your selected payment method is by bank transfer, follow your usual transfer operative process as stipulated by your bank. It is very important that you clearly indicate the following data:
-Order number. It is important that you record the TOC TOC order number we sent you by email.
-Name of the buyer. If it is not the same as it appears in the order, please do so.
- Below you will find the data in order for you to carry out the bank transfer.
-Check the total amount.
Once we receive your bank transfer, we will process your order within the following 24 hours (working days only). See information regarding delivery and shipping here.
For urgent orders only, please send us to [email protected] with proof of transfer in order for us to process your order as Urgent.
Payment by cash payment upon delivery
If your chosen payment method is cash payment upon delivery, you must take into account the following:
-Cash upon delivery payments have an extra charge of 5% on the total amount that will be reflected in your shopping cart when choosing this payment method.
-Commitment to payment. By choosing cash payment upon delivery you hereby agree to pay for the order. If at the time of delivery you cannot afford the payment, you are fully responsible for the total cost of not only receiving the delivery, but also the cost to return it.
-Cash payment. You must pay in cash the amount stated on the order. Please bear in mind that the carrier is not obliged to carry change, so please have the exact amount prepared.
-Damaged delivery. If an incident occurs during the transportation and the package arrives damages, you are not obliged to pay any amount, simply reject the delivery by noting "Damaged Merchandise" in the delivery note.
Payment by PayPal
If your chosen payment method is PayPal, all you need to do is select PayPal in the payment panel and operate as usual.
- Standard Shipping:
Standard shipment includes delivery to the door of the building (ground floor only).
The moment your order leaves our warehouse, you will receive an email informing you that your order is on it´s way.
This type of delivery includes delivery to the door of your home or business, including taking it up to another floor. This service does not include assembly or unpacking of the product(s). This can be contracted separately. Please contact us for further information.
How the Standard Shipping cost is calculated (Standard Shipping Only). The international shipping cost can be calculated at Check Out by entering your country. The system will automatically calculate the shipping cost of the product(s) in your Shopping cart depending on destination country and weight of item(s).
Prices VAT INCLUDED. All prices you see in our shipping calculator INCLUDE VAT.
Packaging. Our products have strong and resistant packaging boxes. Any glass items are reinforced with wooden panels. Please open all packages carefully and keep all packaging until you are sure that the product is in perfect condition.
Recycle. Put each packaging material in the appropriate container. If you are unsure, please contact your local waste collection.
Full insurance included. This covers any problems with transportation as long as you take a photograph of the damaged item and mark the delivery not with "Merchandise damaged". Any incident during transportation must be notified within 24 hours. TOC TOC cannot be held responsible for notifications after this deadline.
Any customs clearance expenses exiting the Spanish Peninsula will be in charge to the customer.
The stated shipping costs do not include any Customs Offices amounts, I.G.I.C amounts and other Island taxes.
The customs office in the Canary Islands, as well as the regulations of the Cabildo Insular and other island taxes shall be at the customer´s expense and must be paid upon delivery of the merchandise.
All shipments to the Canary Islands will be insured for the value declared on the merchandise invoice, applying an additional fee of 0.90% of said value.
Please see our Delivery and Shipping page for further information.
The approximate delivery times can be seen in the tab of each product. Only for Standard Shipments.
Delivery time in Spain mainland. For deliveries in Spain mainland, the estimated timeframe is usually between 24h to 72 hours.
Payment Confirmed. When you have made the payment, we process the order in a maximum of 24 hours (working days only). If everything is in stock, we deliver it to the carrier so that you receive it as soon as possible.
Urgent deliveries. If you need an URGENT delivery or on a specific date, please get in touch with us and we will look for the best solution to try and ensure that your delivery arrives on time.
Receipt of merchandise
VERY IMPORTANT! Any incident during transportation must be notified within 24 hours from the delivery. TOC TOC cannot be held responsible for notifications after this deadline.
I am not at home. If at the time of delivery you are not at home, don´t worry. The carrier will either leave a note or contact you to arrange the best delivery time for you within their working hours.
Address difficult to locate. If the delivery address is especially difficult to locate, you have a section to give clues to our Transport section when Checking Out to avoid your delivery from getting lost.
Call in advance. If for any reason it is imperative that the carrier calls you in advance of delivery, please indicate this in your order confirmation.
Invoice. Your delivery does not include an invoice. You can access your invoice at any time from your account on our website.
Check your order. Always check that the number of packages you receive corresponds to your order.
Please see our Delivery and Shipping page for further information.
INCIDENCE WITH THE RECEIVED MERCHANDISE
The delivery packaging is damaged. If upon receipt of your order you notice that the box is slightly damaged, but the product is not, you can do one of two things:
1. Refuse delivery: You can refuse the delivery by stating on the delivery note that the box is damaged. Please take a photgraph of the damage and send it in an email to [email protected] with the subject "Delivery refused + invoice number".
2. Accept delivery: You can accept the delivery by stating the following on the delivery note "Damaged packaging pending review", this case may be preferable to you if we do not another identical item in stock.
If upon reception of your order you notice that the packaging is damaged as well as the product. Refuse delivery.
In this case and if we do not have an identical item(s) in stock, we unfortunately cannot immediately replace your item. You can cose to do one of two things:
• Wait for us to have it back in stock (we will inform you of the timeframe which depends on each brand).
• Change it for a similar product that we do have in stock.
Packaging. Our products come in strong and sturdy boxes. Once you have verified that the product is in good condition, deposit the packaging in the appropriate container. Our packaging consists of:
Our products are manufactured under European regulations. All materials are recyclable. Varnishes and lacquers are water-based.
Energy saving. By having a single centralized warehouse and delivering to your home, we save on fuel.
Product life cycle. Once the product has finished its useful life, do not throw it into a waste container. Take it to your local recycling point. If you are not able to, get in touch with your local waste collection service for them to pick it up.
GUARANTEES AND RETURNS
Any product that you wish to return must be returned exactly as you received it: with the undamaged original packaging any additional items such as instructions manual, mounting accessories, hardware, etc. Otherwise we will not be able to return the money. You will be responsible for the shipping costs of returned items. You have 14 working days to communicate it from the time the order arrives. See returns procedure below.
PRODUCTS WITHOUT RETURN GUARANTEE: WALLPAPER AND FURNITURE.
You can choose to return an item(s) (provided the order is still within the validity period as specified above). In order to do this, please follow the below steps:
1. Access the "Order history" section of your account.
2. Select the relevant order.
3. Select the product(s) you wish to return by checking the box next to it´s name(s).
4. Add an explanation, so that the store team can better understand why you wish to return this product(s).
Once the form is completed, click on the "Make an Merchandise Return Authorization (RMA) sheet" button, and the refund request will be sent directly to TOC TOC Kids.
• Return code. The request will appear in your "Merchandise Return Authorization (RMA)" page, accessible at any time from your account page.
• Status check. Once we have receive the product in our warehouse, we will proceed to verify that everything is fine and if so, we will return the money using the same payment method you paid with.
All our products are guaranteed for 2 years. If you return a product because it is broken or defective and the cause is attributable to us, we will be happy to send you a new one or to repair it totally free of charge. You must notify us of the defect within a maximum of 2 months from the time you become aware of the problem.
If at that time we do not have an identical product in stock and you can not go without it, we can propose a similar product that you like or wait until we have it back in stock.
RETURNED PRODUCTS LOST IN TRANSIT
We can not be held responsible for any returns that a customer makes us using a transportation company of their choice. We recommend using trusted transportation companies.
Refunds are normally processed within 7 working days and any money back will be made either to the card you used (in case you made the payment by debit / credit card) or by bank transfer (in case you have made the payment in cash on delivery or by bank transfer).
TOC TOC takes its relations with all of it´s customers very seriously and we try to answer all the emails within 24 hours (during working days). We strive to offer the best service every day. But no one is perfect and issues can arise. Please contact us at [email protected] Our Customer Services will be happy to offer you the best solution we can.
If we do not agree with these, you can always go to your local Customer Rights offices and file a claim. It's your right. And our sadness that we weren't´able to help you in the way to hoped.
According to Law 34/2002 of July 11 and the Online Confidence Code we have a data file that you can rectify, cancel or oppose. Just to contact us, these are the data of the holder of the database:
That any purchase you make online is a safe purchase. Our Web uses the best of the available encryption of the moment, Secure Locker Layers (SSL).
This ensures that the sending of your data is safe and that this information will not be used more than by www.toctocinfantil.com to guarantee you a good service.
If you have purchased something from us we will have your full name, your e-mail, your address and your phone number. If you decide to send something directly to a third party (client, family ...) we will also have your e-mail address. The information is only used to make the shipment, to contact you or to send you our newsletters. If you do not like receiving our news, you can always unsubscribe in your account, or in the same newsletter.
REGISTRATION OF YOUR PURCHASES
We keep information about how many people enter our site and thus analyze the traffic of visitors, which allows us to adapt our website as best as possible to your tastes.
We do not follow any of the behavior of the navigation of our visitors.
Cookies are small data files that we send to your browser through our server. They can not harm your computer in any way, they are just small data files. You can see them on your computer in "Temporary Internet Files" in the Windows folder.
If you have made "very high" security settings on your browser, you have disabled cookies. Our Web site uses them to provide some sections such as "Shopping Cart" and "My Account". To use our website you will need to select medium level in your browser security options, alternatively you can also put www.toctocinfantil.com in your favorites.