Tous Customer Service — Expert, Practical Guide

Overview: what Tous customer service covers

Tous customer service supports the lifecycle of a luxury jewelry purchase: pre-sale advice, order tracking, returns & refunds, warranty repairs, authentication checks and aftercare services (cleaning, polishing, battery changes). For omnichannel brands like Tous that sell through boutiques, franchises and e‑commerce, customer service must coordinate physical store inventories with online order fulfillment, international shipping, VAT handling and cross-border repairs.

As a practical rule, treat Tous customer service as two linked operations: retail/front-of-house (store staff and boutique managers) and central after-sales (repair workshops, online order fulfillment, complaints handling). Use the official site (https://www.tous.com) and the Store Locator page to find verified boutique addresses, opening hours and the region‑specific contact method before initiating any claim or repair request.

Contact channels and what to expect

Primary channels available in most markets are: boutique in-person service, web contact forms on tous.com, official social channels (Instagram/Facebook DMs are often used for fast response), and telephone support where provided regionally. Response times vary: expect an initial acknowledgment within 24–72 hours for e‑commerce queries, and immediate appointments or on‑the‑spot guidance in boutiques.

For documentation and escalations, keep the original invoice or e‑receipt (order number), product tags, and any certification card that came with the piece. For online order issues, have the tracking number ready. If you’re uncertain which channel to use, start at the Store Locator or Contact page on the Tous site to route your request to the correct national service center.

Returns, exchanges and refunds — practical rules

Returns policies depend on whether the purchase was made in a Tous boutique, an authorised retailer, or via tous.com. For EU online purchases, the EU Consumer Rights rules give you a minimum 14‑day right to cancel, but many retailers voluntarily offer extended return windows (commonly 30 days). Always check the precise period on the receipt or the website’s Returns section before returning an item.

When returning, expect the following practical process: register the return via your online account or the contact form, drop the item off at a boutique (if permitted) or ship via a tracked, insured carrier using the instructions provided by Tous. Refund timing is typically 5–14 business days after the returned item is received and inspected; keep your return tracking number and photos of the parcel condition until the refund posts.

Warranty, repairs and typical timelines

In the EU the manufacturer’s legal warranty is 2 years for most consumer goods — that applies to Tous products sold in EU countries. Tous also typically offers its own repairs service for wear-and-tear and for post‑warranty maintenance. Warranty covers manufacturing defects; it does not cover accidental damage or loss of stones unless expressly stated.

Typical repair timelines: small services (polishing, cleaning, battery replacement) 3–10 business days; moderate repairs (stone tightening, clasp replacement) 2–4 weeks; complex restoration or rhodium plating and bespoke work 4–8 weeks. For international repairs plan for customs transit and return shipping — add 1–3 weeks extra. Tous or its authorized repair center will normally provide a written estimate for non‑warranty repairs; expect cost estimates for common services in the range of €20–€150 depending on complexity (battery change ~€20–45; polishing/rhodium from €40 upward). These are approximate market ranges — request a formal quote before authorizing work.

Authentication, anti‑counterfeit and appraisal

Tous’ signature motifs (the bear silhouette, specific stampings) and certificates accompany many higher‑value pieces. If you suspect a counterfeit, request an authentication check: boutiques and central workshops can inspect hallmarks, metal purity stamps (e.g., 925 for silver), and gemstone settings. Keep serial numbers and certificate cards with the piece; these accelerate verification.

For insurance or resale, get a written appraisal from Tous’ after‑sales department or an independent gemologist. Expect an appraisal fee (varies by country); appraisals typically document metal, gemstone weights, condition and an estimated replacement value. Use the appraisal when arranging household insurance or for customs declarations on international shipments.

International shipping, VAT and customs — what to know

When buying cross‑border, Tous will display shipping costs and estimated delivery times during checkout. European shipments commonly arrive within 2–7 business days; intercontinental shipments vary 5–21 business days depending on courier and customs. If you import into a non‑EU country, be prepared for import duties and VAT charges on arrival — these are the buyer’s responsibility unless the checkout explicitly indicates DDP (delivered duty paid).

If returning internationally, follow the return instructions closely: undervaluation or incorrect customs declarations can lead to penalties or delays. Keep proof of export and carrier receipts; these documents help recover VAT where applicable and resolve customs queries. Use tracked, insured services for items of significant value (typically insure for the full invoice value).

What to prepare before contacting Tous customer service

• Order number or boutique receipt (essential for fast processing).
• High‑resolution photos showing the issue: full piece, close‑ups of a defect or hallmark, and photos of box/tag if relevant.
• Serial number or certificate card if available; a clear description of how/when the issue first appeared.
• Preferred resolution: repair, refund, exchange or credit note (state this clearly in your message).
• Your full contact details, postal address for returns, and preferred phone number with country code.

Escalation, dispute resolution and useful links

If you cannot resolve a dispute directly, use the official channels: in the EU you can submit a complaint via the Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/ and in Spain consider the Sistema Arbitral de Consumo for consumer arbitration. Keep all correspondence and receipts — these are crucial for mediation.

Always verify the current regional contact details on Tous’ official website (https://www.tous.com) and use the Store Locator to find verified boutiques. Social channels (@tous on Instagram and Facebook) are useful for quick enquiries but don’t replace formal requests: for repairs, returns and warranty claims always use the official contact form or in‑store paperwork so there is a clear paper trail.

Does Tous have a warranty?

All TOUS jewelry and accessories come with a 3-year warranty against defects that occur after the delivery date of the item.

What is the return policy for Tous jewelry?

Returns are accepted when the piece is in perfect conditions and there has not passed more than 30 days from the purchasing date. You will also need to present the certificate of authenticity together with the sales receipt.

Who is the owner of TOUS?

The Tous family has regained full ownership of the jewelry firm, founded over a hundred years ago by Salvador Tous Blavi. In a move relatively uncommon in the realm of family businesses, they have repurchased the 25% of shares held by Partners Group, a partner of Tous since 2015.

Where is Tous headquarters?

Manresa

Is TOUS considered a luxury brand?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview No, TOUS is not a high-luxury brand; it is a prominent company in the affordable luxury segment, focusing on accessible fine jewelry, accessories, and other lifestyle products. TOUS positions itself as a mid-to-high-end brand, competing with labels like Michael Kors and Coach, rather than ultra-luxury brands like Gucci. The brand’s philosophy is rooted in making luxury accessible to a broader consumer base.  Why TOUS is Affordable Luxury:

• Brand Positioning: TOUS explicitly describes itself as a leader in the affordable luxury segment for jewelry and accessories. 
• Product Strategy: The brand aims to offer aspirational products with a focus on quality and design, but at prices that are accessible to a wider audience. 
• Competitor Analysis: It competes in a market with brands like Michael Kors and Coach, which are also considered to be in the accessible luxury tier. 
• Founder’s Philosophy: The brand’s foundation was built on the idea that luxury should not require an excessive sacrifice of finances, making it attainable for many consumers. 
• Product Range: While the core business is fine jewelry, TOUS has expanded into a lifestyle brand offering watches, bags, eyewear, and accessories, all within the accessible luxury sphere. 

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Is TOUS a Mexican brand?

TOUS is a Spanish brand founded in 1920 that combines collections of jewelry, bags, accessories and perfumes.