Returns & Exchanges

Thanks for shopping with tomtoc. We appreciate the fact that you like to buy the gear we designed to protect your digital devices. We also want to make sure you have a rewarding experience while you’re using our products. If you are not 100% in love with it? Start the return process.

Please WhatsApp 082 482 5936 or mail returns[at] to begin a returns process.




If you purchased or received a non-custom item directly from, it is eligible for return within 30 days of purchase. We will issue a refund to the original form of payment. Alternatively, should your prefer a store credit please contact us directly so we may set that up for your return.

- If you just simply change your mind or you have bought the wrong size, or you received defective products

Returned goods must be in perfect, unused condition with all original tags. Because we want you to love your ready-made bag, we don't charge a restocking fee for eligible returns. Please follow our return process to apply for a full amount of refund, including product, shipping fee and tax as you pay in the first place. Please be kindly noted that the shipping label is not covered.

- If something is missing from your order

If there is something missing from your order, please Contact Us and indicate your order number, as well as the item that was shipped in error or was missing from your order. We will expedite a resolution as soon as possible.

- If you want to cancel the order

Please kindly cancel the order you placed within 24 hours, by writing an email to returns[at] or WhatsApp us.


If you ordered a custom-made product from, we're sorry but we can't accept your bag for return. That means it was you, or someone who loves you, who decided that purple, yellow and brown would look good next to each other. Unfortunately, although we think your bag is beautiful, we can't take it back. All sales are final on custom-made bags. No returns or exchanges sadly. 


We are unable to offer an exchange service at this time. Should you require exchanging an item, simply returning the original item for a refund and place a new order with us at your convenience. If you received the item as a gift, and would like store credit instead of a refund to the original form of payment, please Contact Us with the order details and we'll work to help make it happen.


If you purchased your product from a retail store or a website other than, please work directly with the original place of purchase for return options. We occasionally work with other retailers to ship out items they may not have in stock. If you received an order from tomtoc with an order number like this: TMCAB12345678909, please contact the company you purchased the tomtoc product from to process your return. We will be on the other side helping. 


Step 1: Log in your account at, find the Sales Order Number in your account (eg.TMCAB12345678909). Browse to our return form and select "I would like to return an item," then click the "Start my return" button.

Step 2: On the next page, choose the eligible items you would like to return. From the pull-down menu for each item to be returned, choose the closest reason for the return. Submit your return.

Step 3: After your return and refund application has been approved, a return summary email will be sent to the email address we have on file. This will contain all the information you need, along with the additional steps listed below.

Step 4: Print out the Return Summary Email and include it with the item(s) you will return.

Send your item(s) to return to the following address:

Unit B4, Glen Murray Industrial Park,

13 Moreland Drive, Red Hill, Durban North, KZN,

4051, RSA

Step 5: Submit a tracking number on the next page.

Step 6: Once received, returns take about 7-10 business days to process. A confirmation email will be sent to the email address on file once the return process is completed.

Remember! Returned goods must be in perfect, un-used condition with all original tags. Returns must be made within 30 days of purchase. 


If you don't know your order number, please Contact Us and give us your first name, last name, email address, shipping address and order date. Should you have been lucky enough to have received the item as a gift, please tell us the purchaser's first and last name. We'll do our best to find your order number and email it back to you.

Also, for gift receivers who are returning an item and would like store credit, please Contact Us. [WhatsApp & Email addresses above]

If your bag arrived defective, but purchased from another retailer, please reach out to the retailer who sold the bag for replacement options.


tomtoc offers warranty and paid repair options for most concerns that may come up with your bag. Click Here for more details.