FAQ - Frequently Asked Questions


Find answers to frequently asked questions (FAQ) on our website. Get help, support, and solutions for common queries about our products/services. Contact our customer service for further assistance.

Account Related Questions

Do I need to create an account to place an order?

Creating an account is not mandatory to place an order. You can place an order as a guest without having to create an account. However, if you want to take advantage of our loyalty program and be informed of our future promotion campaigns, creating an account is required. Please note that if you do not wish to receive emails from us, you can uncheck the newsletter subscription option when creating your account.

Do you have a loyalty program?

Yes, we have a loyalty program for our customers who have created an account. You can accumulate loyalty points by placing orders on our site. For each order, you get 1 loyalty point. When you have accumulated 10 points, you can redeem them for a 10% discount on your order. You can check your loyalty points balance at any time from your customer account. Feel free to create an account to take advantage of it.

Payment Related Questions

What payment methods are accepted on your webshop?

We accept payments by credit card, PayPal, and bank transfer (IBAN: LU25 0029 1913 3920 8600 (BILLLULL)).

How can I make a bank transfer payment?

You can make a bank transfer to our account (IBAN: LU25 0029 1913 3920 8600 (BILLLULL)) by indicating your name and order number as reference so that we can easily locate your order. You can find your order number and the total amount on the order summary that you received by email or on your "my orders" page.

I have a Paypal error, what should I do?

If you have chosen to pay with Paypal and are experiencing issues with completing your payment, we recommend clearing your internet browser cache. Here are the steps to do so:

  • Open your internet browser.
  • Press "Ctrl + Shift + Delete" simultaneously.
  • Select the time period for which you want to clear browsing data.
  • Check the box for "Cache" or "Website data".
  • Click on "Clear browsing data" or "Delete".

Once you have cleared your browser cache, you should be able to complete your payment without any issues. If you are still facing difficulties, please do not hesitate to contact us.

Delivery Related Questions

What is the estimated delivery time?

We guarantee shipment of your package within 24 hours. The estimated delivery time depends on your place of residence and the chosen shipping method.

Do you ship internationally?

Please check if we deliver to your country at the time of placing your order and verify the applicable shipping fees.

What are the shipping fees?

Shipping fees are calculated based on the destination of your order. You can see the exact shipping fees at the time of placing your order. We are pleased to announce that we offer free delivery for orders reaching €25 in Luxembourg and €40 in France, Belgium, and Germany. This offer is our way of thanking you for your loyalty and making your purchases even more advantageous.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email. You can use the tracking number provided in the email to contact us regarding your order on our website or track it on the carrier's website.

General Questions

How can I contact you for questions or concerns?

You can contact us via email (info@tonic.lu), Facebook, Instagram, or phone ((+352) 26 52 38 32).

What are your customer service hours of operation?

Our customer service is available Monday to Saturday, from 9:00 AM to 6:00 PM local time. You can contact us via email (info@tonic.lu), Facebook, Instagram, or phone during these operating hours.

Do you offer discounts or special promotions?

Yes, we regularly offer promotions on our products during special events such as Black Friday and Christmas. Additionally, we often include discount codes in our customers' packages, and we have a loyalty program that offers a 10% discount after 10 purchases. Be sure to subscribe to our newsletter or follow us on social media to stay informed of the latest offers.

What is your return policy?

We accept returns within 7 days of receiving your order.

Can I cancel my order?

If you wish to cancel your order, please contact us as soon as possible via email (info@tonic.lu) or phone ((+352) 26 52 38 32).

What is your privacy policy?

We respect the privacy of your personal information. Please refer to our privacy policy to learn how we collect, use, and protect your data.

As a professional, am I eligible for special rates?

If you are a professional looking for a supplier, please send an email to our professional service (commande@tonic.lu).

Can't find answers to your question?

Contact us via email (info@tonic.lu), Facebook, or Instagram, or call us at ((+352) 26 52 38 32) from Monday to Saturday, 9:00 am to 6:00 pm.

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