FREQUENTLY ASKED QUESTIONS

HOW DO I KNOW WHAT SIZE TO ORDER? DO THE SIZES RUN SMALL?

Please refer to the sizing charts for each category. If you have any other questions, please contact us at hola@toquedsol.com.

WHEN WILL MY PACKAGE BE SHIPPED?

Local shipping (Peru)
Our orders to Nival Lima are shipped with our own courier, and orders from the provinces are shipped with Jetcargo (a third-party company), which is responsible for the security and timeliness of shipments. We have a delivery time of 2 to 4 business days, starting the day after the order is placed. Please note that delays may occur due to external factors.

International Shipping
Our orders are shipped via DHL, which is responsible for secure delivery. We have a delivery time of 4-10 business days, starting the day after the order is placed. These times may vary if the package is held by local authorities or customs. These times do not apply when purchasing during the holidays.

IF I AM AN INTERNATIONAL BUYER, DO I HAVE TO PAY TAXES AND DUTY?

Shipments outside of Peru are subject to taxes, fees, duties, storage costs, and customs clearance fees, depending on the importing country's customs office. These fees are not included in the total cost reflected in the order and/or shipping cost. Toque d Sol is not responsible for any taxes that may be incurred on discounted, promotional, or raffled products.
All of the aforementioned costs must be covered by the recipient of the package. Toque d Sol cannot declare the package for any value other than the full value of the product, which will be displayed on the front of the package upon delivery. Please check with your country's customs office to determine what these additional costs will be before placing your order.

WHICH COUNTRIES DO YOU SHIP TO?

We reach every country in the world!

Please note that all international orders are subject to duties and taxes imposed by the importing country. These costs are not included in your order and/or shipping total. Toque d Sol is not responsible for import fees. All fees must be paid by the recipient.
I HAVE NOT RECEIVED CONFIRMATION OF MY PURCHASE
Purchase confirmation emails are sent immediately after payment is processed. If you haven't received a confirmation email after 24 hours, please contact our team at hola@toquedsol.com or despacho@toquedsol.com.
CAN I MAKE CHANGES TO MY ORDER AFTER THE PURCHASE HAS BEEN MADE?
Orders are processed once the purchase is made. We cannot cancel, change, or modify the order once the payment has been processed. If you have any additional questions, please contact our WhatsApp +51 946138851 or hola@toquedsol.com.
MY ORDER HAS ALREADY ARRIVED, BUT I STILL NEED HELP
Please contact us at hola@toquedosol.com or marketing@toquedosol.com so we can assist you.
We review all issues within 5 days of delivery. After this time, requests will not be accepted. Photos and details of the issue must be emailed to us for review.
I RECEIVED AN INCORRECT/FAILED PRODUCT, WHAT SHOULD I DO?
Oh no! We're so sorry this happened. Please send an email to hola@toquedsol.com with a copy to marketing@toquedsol.com with your purchase order number and product photos so we can determine the next steps so you're 100% satisfied with your garment.
HOW CAN I CONTACT YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
Our team can help you with your customer service inquiries; please email us at hola@toquedsol.com.
Our team is available Monday through Friday from 10 am to 7 pm.
We do our best to respond to all our customers within 48 hours. However, response times may be longer during holidays, promotions, and new releases.
DO YOU HAVE A PHONE NUMBER I CAN CALL ON?
CONTACT ME?
You can contact us at 01 4448779 for customer service inquiries, but we recommend checking out our help center for answers to frequently asked questions. If you can't find an answer to what you're looking for or need assistance with your order, our team will be happy to help! Please email us at hola@toquedsol.com.
HOW DO I UNSUBSCRIBE FROM YOUR EMAILS/NEWSLETTERS?
You can unsubscribe by clicking "unsubscribe" in the footer of any email we've sent. This will remove you from our mailing list, and you'll only receive notifications about your purchase orders.
ARE REFUNDS ISSUED?
There is an exchange policy, but refunds are not issued. If you wish to return the item, a credit note will be issued for the amount of the purchase order.
PROMOTIONS
SALE: Products purchased at a discount are not subject to exchanges or returns. They are considered final sale.

HOW CAN I RETURN MY GOODS?

Refunds for returns are accepted within 7 days of the delivery date.

Returned products must be unused, unstained, unwashed, and contain all protective plastic tags still attached, in the same condition as received, and in their original packaging.

If you'd like a refund, please note that we don't issue refunds; we only offer credit notes. Simply return your new item to us within 7 days of the delivery date.

Please note that products with any type of discount applied are considered final sale and are not eligible for exchanges (size exchanges only) or refunds.

CAN I EXCHANGE MY MERCHANDISE?
If you wish to exchange your item, simply return it to us within 7 days of the delivery date.
Shipping costs will not be refunded. If the item you wish to exchange is unavailable, a credit note will be issued with the remaining balance due for one year.
Please note that products with any type of discount applied are considered final sale and are not eligible for exchanges (size exchanges only) or refunds.

WHAT IS YOUR PRIVACY POLICY?

Your privacy is very important to us, so we take every measure to protect your personal information. Information received in this way will be used to fulfill your order. We will not sell your information to anyone.

IS MY CREDIT CARD NUMBER SAFE IN THE TRANSACTION?

At Toque D' Sol, we are committed to your peace of mind and the security of your information. All your information will be kept secure; we do not store your financial information, as this violates the privacy law. Niubiz and PayPal services allow card payments from the website. Payments are made through a payment gateway that processes the transaction, applying the necessary security measures, such as an SSL certificate. These platforms function as virtual payment terminals.