Toonzshop ES レビュー 

Toonzshop ES からの回答

2025年12月19日

Hola :)
Ooooh :( I’m so sorry to hear about the delivery issue, that’s really unfortunate, and I completely understand your disappointment.
When a parcel is shipped, we always provide a tracking number so you can follow your order in real time. I’ve just checked yours, and it appears that the package was delivered to the pick-up point you selected at checkout, on the 6th :o
I kindly recommend contacting the supermarket directly, I really hope the parcel is still there. If not, it will be returned to us and we’ll of course proceed with a refund.
If you need any assistance in the meantime, feel free to reach out to us at commandes@toonzshop.com
Have a nice day,
Constance.

Toonzshop ES からの回答

2025年12月19日

Hello :)
Thank you for taking the time to share your feedback. We truly appreciate your kind words about the style and quality of our clothing, and we also want to sincerely acknowledge your remarks regarding sizing and returns.
You are absolutely right, sizing can be inconsistent from one item to another. This is because the way a garment fits depends on several factors, including the designer’s own sizing standards, the cut of the piece, and the fabric used. To help avoid any confusion, we make a point of describing as precisely as possible how each item fits and provide size-by-size recommendations in the product descriptions, if needed.
Please also know that our customer service team is always available at commandes@toonzshop.com to guide you personally, based on your own measurements. If needed, we can also provide the exact measurements of any item before purchase, which greatly reduces the risk of needing a return.
Regarding returns, it is absolutely possible to send back items from multiple orders in a single parcel (this applies to orders within the EU, which is your case). You simply need to request a return for each order in your customer account, place all items in one package, and include the corresponding return forms inside, so our team can process everything correctly.
If you ever need assistance, please feel free to reach out to us.
Have a nice day,
Constance.

Toonzshop ES からの回答

2025年12月19日

Hola :)
Thank you for taking the time to share such detailed feedback. I’m truly sorry to read how disappointed you feel after your order :/
Regarding one-size items, they unfortunately do not all fit the same way. A "one size" can vary greatly depending on the cut, design and fabric of the piece. For this reason, we always specify in the product description how each item fits and for which body types it is most suitable.
For the bag, all dimensions are also clearly indicated in the product description. We understand, however, that even with measurements, the result can sometimes feel different once worn, and we’re sorry it didn’t meet your expectations.
That said, the issue you mention with the printed T-shirt arriving already damaged is absolutely not normal, and I’m sincerely sorry about this. I warmly invite you to contact our customer service as soon as possible at commandes@toonzshop.com
Please, attach a clear photo of the damaged print. Delphine will be happy to look into this and find an appropriate solution to repair or compensate for the inconvenience caused.
I'm sure you'll find a fair solution :)
Have a nice day,
Constance.

Toonzshop ES からの回答

2025年12月8日

Hello there :)
Thank you for taking the time to share your feedback with us :)
I'm truly sorry to hear that your experience didn’t meet your expectations.  Regarding the difference you noticed between the pieces and the photos, please note that the items shown on our website are always the exact same garments we send to our customers, we don’t use prototypes or modified versions. That said, I’d really love to understand what felt different for you. Was it the fabric, the colour, or the fit?
I can see in your order history that you tried several sizes (XS–S, S, M), and sometimes the fit can vary depending on the cut and the fabric. If you can tell us more, we’d be happy to help clarify or guide you toward the size that works best for you.
As for the return process, our return system is designed to be quite simple, it’s done directly through your customer account, and once you select the order and the return option, everything is generated automatically.
Of course, if anything felt confusing or complicated, we’re here to assist you. You can always reach out to Delphine from our customer service team at commandes@toonzshop.com, and she’ll gladly help you step by step.
Thank you again for sharing your experience :)Have a lovely day, 
Constance.

Toonzshop ES からの回答

2025年12月5日

Hello Diana :)
Thank you so much for sharing your feedback.
I’m really glad to hear that the fabric feels soft and that the size is right, but I’m truly sorry that the color didn’t match your expectations.
We always work on calibrated screens and we systematically adjust the digital color of each item whenever it doesn’t match the real-life shade as closely as possible. However, depending on the device or screen settings on the customer’s side, colors can sometimes appear slightly different.
That said, I’ll personally re-inspect the stock of the piece you purchased to make sure there wasn’t any mistake from our side. The sweater you ordered also exists in a forest green version, so if you suspect that the colors may have been mixed up, please reach out to Delphine from our customer service team at commandes@toonzshop.com :)
Once again, I apologize for the inconvenience caused.
Have a nice day,
Constance.

Toonzshop ES からの回答

2025年12月4日

Hello there :)Thank you so much for taking the time to share your feedback.
I’m truly sorry to hear about your experience, I completely understand how frustrating it can feel when an item doesn’t fit and return costs seem high. Over the past few years, shipping prices have unfortunately increased everywhere, and as a small independent brand, we are affected by these changes just as much as our customers. That said, we do our very best to offer several return options so everyone can choose what works bes. First you have the standard return (customer’s choice): you can select any carrier you prefer and pay directly at the counter.; this is the most flexible option. And then, you have a few prepaid labels with discounted rates we negotiate with each carrier. These rates are significantly lower than what you would pay with the standard option, and the amount is simply deducted from your refund. We try to keep this as fair and affordable as possible.
I truly understand the frustration around return costs, it’s difficult for customers, and it’s equally challenging for a small company like ours.
To avoid this kind of situation in the future, we are always here to help with personalized size guidance before you place an order. We can help you choose the best size for your exact measurements and we can also provide the precise measurements of any item you’re considering :)
This support really helps avoid returns, and we’re always happy to assist. You can contact us at commandes@toonzshop.com (no bots, just real people answering :)).
Have a nice day, 
Constance.

Toonzshop ES からの回答

2025年11月24日

ello,
Thank you sincerely for taking the time to share such a detailed review. I'm truly sorry that your experience left you feeling frustrated and mistrustful :(
To clarify transparently, we work with small artisan ateliers, and depending on each new production batch, the fit of certain pieces can vary slightly. When these variations become too significant, we sometimes make the decision to resize the whole production line so that the actual fit matches what customers expect.
For example, if a garment labelled M fits like an S, then the entire run is adjusted, the previous M becomes the new S, and so on.
This practice is very rare, but it was implemented in the past because simply noting the change in the description wasn’t enough; most customers did not notice it and the volume of returns became extremely high (so does the disappointment).
However, we fully acknowledge that this solution can create confusion, especially for returning customers who previously owned the "old sizing" and expect the exact same fit.
I also hear your concern about having to reorder instead of receiving an exchange. Our current system requires a new order to ensure correct stock management and secure traceability, but I recognise that in situations like yours, this feels unfair.
Following your review, I have asked our team to re-check all sizes across this model, to ensure accuracy and update size guidance if needed.
Once again, I deeply apologize for the inconvenience caused.
Have a lovely day,
Constance.

Toonzshop ES からの回答

2025年11月20日

Hello :)
Thank you so much for your feedback. I’m really sorry to hear about your experience with Seur :(
For standard shipping, we use the French postal service, which then works with local partners in each country. For Spain, that partner is indeed Seur.
If you’d prefer to avoid them in the future, you can select the Express shipping option instead, this service is handled entirely by DHL.
If you need help with anything or have questions about shipping options, feel free to reach out anytime at commandes@toonzshop.com
Have a nice day,
Constance.

Toonzshop ES からの回答

2025年11月10日

Hola :)
Thank you so much for taking the time to share your feedback about your recent experience. I’m really sorry about the sizing issue :'(
You actually ordered the cardigan in the largest size available, as the others were sold out. In the product description, we always include extra details under “size advice.”
For any personalized guidance, you can also reach out to our customer service team at commandes@toonzshop.com
It’s the best way to avoid any return process ;)
For Spain, return costs start at 12.74€, which is deducted from your refund.
If you need any help or further information, feel free to contact us anytime :)
Have a lovely day,
Constance.