How shipping works
Every order joins the other orders from your district into a single consolidated Master Box at our Saitama warehouse in Japan. Once your district’s batch is ready, it flies to Europe as one sealed, IOSS-cleared air freight shipment — so there are no customs duties or surprise fees when it arrives. From there it’s unboxed at the local sorting hub and delivered to the parcel locker or pickup point you chose at checkout.
Because orders are consolidated by district rather than shipped individually the moment you check out, delivery typically takes 2–4 weeks depending on how quickly your district’s batch fills — you can see the current fill percentage for your district in the bar at the top of the site.
Returns and the right of withdrawal
As an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving it, without giving a reason, under Directive 2011/83/EU. To be eligible, an item must be unused, unopened and in its original packaging.
Please note that, as is standard across the EU for hygiene and health-protection reasons (Article 16(e) of Directive 2011/83/EU), we cannot accept the return of cosmetics whose seal has been broken after delivery, unless the product itself is faulty or was not what you ordered.
How to request a return
Email contacto@tonbora.com with your order number within 14 days of delivery and we’ll confirm the next steps and, where applicable, arrange your refund to the original payment method.
