OvH | OvH Concierge Frequently Asked Questions
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OvH Concierge | Frequently Asked Questions

TRY BEFORE YOU BUY / ON-DEMAND DELIVERY

We’ve partnered with TOSHI to deliver your order at your convenience. A TOSHI Assistant can wait while you try on your item(s) and offer advice. Unwanted items will be returned immediately.

WHAT AREAS DOES TOSHI COVER?

TOSHI is currently covering London zones 1-4.

DOES TOSHI FOLLOW COVID-19 GUIDELINES?

The safety of our TOSHI assistants, our brand partners and their clients are of paramount importance to us. All TOSHI assistants follow recommended local Covid-19 protocols by wearing face masks and making use of hand sanitiser and gloves throughout their journey. We also offer contactless collection and delivery options for our partners.

WHAT IF I HAVE QUESTIONS ABOUT MY ORDER?

For any order related matters, please email CLIENTSERVICE@TOSHI.CO or contact us via our live chat on WWW.TOSHI.CO . We are available Mon - Sat, 10am - 6pm. 

WHAT IS PAY AT DOOR?

Pay at Door is the ability to purchase the items you like. This applies to Try Before You Buy orders, Basic Fitting and Inspire Me services. Your TOSHI Assistant will take payment at your location. We accept Visa, MasterCard, American Express, Maestro, Visa Electron or Vpay logo but not Discover, JCB, Union Pay or cash. We will return any unwanted items back to the brand.

CAN I CHANGE THE TIME AND LOCATION AFTER MY ORDER HAS BEEN CONFIRMED?

Yes, simply email CLIENTSERVICE@TOSHI.CO or click on the ‘CONTACT US’ button in your TOSHI Order Confirmation email or the link in your TOSHI Order Confirmation text message. Please note: Changes must be made before your TOSHI Assistant is en route.

HOW DO I BOOK A RETURN?

If your order is eligible for a return, please email CLIENTSERVICE@TOSHI.CO or click on the ‘CONTACT US’ button in your TOSHI Delivery Confirmation email.

WHAT IS THE WAIT AND TRY SERVICE?

Your TOSHI assistant will wait while you decide. We will then return any unwanted items immediately.


Please note: This service is only applicable for On-Demand Delivery order

WHAT IS THE SIZE UP/SIZE DOWN SERVICE?

Select the Size Up/Size Down option if you would like additional sizes brought to you.The TOSHI Assistant will be able to wait and advise whilst you decide which size fits the best.

Please note: This service is conditional upon size availability.

WHAT IS THE INSPIRE ME SERVICE?

Want to complete the look or see more?
Select Inspire Me as an option to either request additional items that you would like to try or let the brand inspire you!
Please note: We will take payment only for what you keep (see above, Pay at Door).

WHAT IF MY ORDER IS A GIFT?

Please let us know by emailing us at CLIENTSERVICE@TOSHI.CO to ensure the most memorable experience.

HOW LONG DOES IT TAKE TO GET MY REFUND?

For any payment through the brand’s website, please refer to the brand’s return policy. For any payment through ‘Pay at Door’ (see above) it will take up to 2 business days.

GOT ANY QUESTIONS?

Please get in touch with Toshi Customer Service tea, by emailing CLIENTSERVICE@TOSHI.CO

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