FAQ

Do you have a physical retail store?
No, we do not operate a physical retail store. Our products are not pre-made to sit on store shelves; instead, every item is freshly crafted exclusively upon order in very small, controlled batches. We function entirely as a specialized laboratory, ensuring that every product reaches you fresh and made specifically for you. (You can read more in our "About Us" section).
What are your products made of?
Our skincare and hair care products are handcrafted using organic, natural ingredients carefully selected for their rich, nourishing, and beneficial properties.
Are your products preservative-free?
While we prioritize natural ingredients, water-based formulations require proper preservation to guarantee safety and prevent contamination. For this reason, we use Geogard® 221—an Ecocert/COSMOS approved preservative system—at a minimal concentration of just 0.5%. This ensures complete product safety while maintaining the integrity and potency of our natural ingredients.
How should I store my products?
To maintain maximum freshness and extend shelf life, please store your products in a cool, dry place away from direct sunlight and heat sources.
Do you offer international shipping?
Yes, we ship worldwide! We also offer flat-rate shipping, allowing you to add as many items as you like to your order for a single fixed shipping fee.
What is your return and withdrawal policy?
Customers have the right to return standard, ready-made items within 14 calendar days of delivery without providing any reason, provided the items are returned in their original, undamaged condition.

Important Exception: In accordance with Art. 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to custom-made, personalized, or made-to-order products tailored to customer specifications.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number to monitor your shipment's progress.
Do you offer gift wrapping?
Yes, gift wrapping is available upon request! Simply indicate your preference during checkout or send us a message to add a special touch to your gift.
What payment methods do you accept?
We accept secure online payments via PayPal as well as major credit and debit cards processed securely through Stripe.
How can I contact customer support?
For any inquiries, assistance, or feedback, please contact our support team at info@tonias-handmade.com. We are always happy to help!