FREQUENTLY ASKED QUESTIONS
- Do I need to set up an account to place an order?
Creating a Tobybyhatem account has many benefits: - Track your orders and review past purchases - Request returns or exchanges - Save your address and card details for faster shopping - Save your personal measurements and sizes Alternatively you can checkout as a guest, without having to register.
- Do you offer a corporate tailoring service?
Toby Corporate Service offers companies and organizations the opportunity to dress employees and participants, both men and women, uniformly and representative for events and fairs. We help you to choose from our large selection of fits and fabrics to create an outfit. We take measurements of those wearing the outfits at either our store locations or at your location. Upon delivery of the outfits, you have the option of having a tailor present to make any alterations should it be necessary.
- Do you offer tailoring to online purchases, or Personal Tailoring for online purchase?
We cannot alter your online purchases before shipping them. To ensure the perfect fit, we advise you to come to our stores so we may advise you on alterations. If you are not close to a Toby store, you may alternatively take your garment to your personal tailor. Our Made-to-Measure Personal Tailoring programmes are exclusively available through our stores. Check your nearest store location to find all services available.
- Does Tobybyhatem ship to Post Office Boxes?
Please note that we neither deliver to Post Office Boxes, nor do we deliver to forwarding addresses.
- How can I track my order?
Your products will be delivered through high-quality courier services. After we have dispatched your parcel, you will receive an automated email stating a track & trace number so you can easily follow the whereabouts of your parcel.
- How do I change the country where to ship my products to?
When you visit our website, the ‘ship to’ country will automatically take your current location, depending on your IP address. For easy browsing, we offer our web site always in English. Possibly, the native language of the country where you are located will be available for selection too. If you want to ship to a country different from the one you are located at the time of ordering, you can select a country from the ‘ship to’ drop-down menu on the top right corner. For a better experience, we advise you to do so before you start shopping.
- How do I know if an item is in stock?
Our current stock is listed on our website. If your desired size is not available in the drop-down menu of a product, it means this size is out of stock. If you have special requests concerning sizing and availability, please call or email our Customer Care department. Tobybyhatem does not work with a waiting list; when more sizes become available they are immediately displayed online and available for purchase.
- How do I make a purchase?
We aim to make online shopping as simple and straightforward as possible. If you know what you are looking for, you can select this category in our online store. You can also browse and make purchases using our “Shop Online” section. Once you have found an item of your liking, select your size and use the “add to cart” button. If you don't know your size, you can use our size advisor, to be found under the drop-down menu where you select your size under the name “What's my size”. Review the items in your shopping cart by selecting the cart icon in the top right corner. You can use the “remove” button to delete items from your cart. Click on “check out” to go to the page where you can complete your order.
- How do I return or exchange an item?
Should your Tobybyhatem purchase not meet your expectations, you may return the product in its original and unused condition, with all tags and labels attached within 30 days after delivery, for a full refund or an exchange. Returns are free; you do not have to pay for return shipment costs. There are 2 ways to make a return: Go to www.tobybyhatem/return and use your order details to log in. You can select the products that you wish to return, and indicate whether you want a refund or an exchange. After that you can choose whether you would like to schedule a (free) carrier pick-up service, or wish to drop-off the product yourself at either a store or drop-off point. Should you ship your returns back, you can use the prepaid return label that was included in the original shipment. Take your returns to one of our store locations, where we will process your refund or exchange. After we have correctly received your returns at our warehouse, we will refund the products' total purchase amount to the payment method used to place your original order within 5-7 business days. If you chose to receive an exchange product, these will be re-shipped within 1-2 business days after we received your return.
- How long does it take for my order to arrive and how much will it cost?
Toby estimated delivery time and shipping fees vary by country. Though we aim to deliver all orders within 3 to 4 business days worldwide, most countries are eligible for next-day and two-day delivery services. Please see below for more information.
COUNTRIES DELIVERY TIME DELIVERY COST Africa 3 to 4 business days $35 USD Europe 2 to 3 business days $50 USD Middle East 1 to 3 business days $35 USD US & Canada 2 to 4 business days $50 USD Australia & New Zealand 2 to 4 business days $50 USD Rest of the World Approx 3. business days Between $35 - $35
All deliveries are made using aramex. Your Aramex tracking number can be found when logging into your Toby account. With this tracking number you can track the status of your order on www.aramex.com. For deliveries to European and North American destinations the prices displayed in our online store include duties. Please contact our Customer Care for any other delivery-related questions.
- How much duties and taxes will I have to pay when I order from Toby?
During the check-out process we may apply country- or region-specific sales taxes or duties. We guarantee that this is the final price for you. If any additional costs involved in receiving or importing your order should erroneously be charged to you, Toby will pay for this. You will never have to pay any other costs than those that are mentioned in the check-out process.
- I have a question or a comment about your products or service.
If you have any questions or comments about our products or service, do not hesitate to contact our Customer Care representatives. We will answer your question or request as soon as possible, but no later than 3 business days. Our Customer Care representatives are available per email or by telephone.
- Is it possible to order customized design?
Unfortunately it is possible to order different sizes for Thobes and Shirts.
- I’ve forgotten my password. What should I do?
If you have forgotten your password, change it here and follow the 'Forgot Your Password?' instructions. For security reasons, we cannot send your password via email. If you keep having troubles accessing your account, please contact Customer Care.
- What are the payment methods Toby accepts?
We accept Visa, MasterCard, American Express, and PayPal for all countries. Moreover, we accept additional local payment methods for various countries, which will be offered to you during the check-out process.
- What countries does Toby ship to?
Toby offers worldwide delivery, with the exception of Russia, Cuba, Mexico, Iran, Azerbaijan and North Korea.
- When will I receive my exchanged item?
If you request an exchange, we will proceed with sending you the exchanged product(s) as soon as we have correctly received the returned goods.
- When will I receive my refund?
After we have correctly and timely received and processed your returns, you will receive the refund of the products' total purchase amount to the original payment method within 5-7 business days.
- Why has my payment failed?
There are many reasons payment errors can occur and a number of steps you can take to resolve potential issues. Please review your personal and credit card information to verify that everything has been entered correctly. You could also try a different credit card or payment method, such as PayPal. If problems persist, please contact your bank, as it is possible that your account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our Customer Care representatives.
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