FAQ

Frequently Asked Questions

Find answers to the most common questions below. If you can't find what you're looking for, contact us at contact@towagear.com.

1. What are the delivery times?

Orders ship within 1 to 2 business days. Delivery then takes 2 to 4 business days in mainland France (next business day with Express) and 3 to 7 business days in Europe. You receive an email with a tracking number as soon as your order ships.

2. What are the shipping costs?

In mainland France: pickup point €3.90 (free from €40), home delivery €5.90, express €10.99. In Europe: from €4.90 to pickup points and from €9.90 for home delivery. All options are shown at checkout. See our Shipping page for details.

3. Can I return a product?

Yes, you have 14 days from receipt to return an unused product that has not been heat-molded. Molding changes the strap permanently: a molded strap counts as used and can't be returned or exchanged. Request your return from your customer account (profile icon at the top of the site) or email contact@towagear.com. See our Returns page.

4. How does the refund process work?

We refund your order to your original payment method within 14 days of your return request, once we have received the products or proof that they have been sent back.

5. Are Towa products good quality?

Absolutely. Every piece is produced in France with premium flexible materials and controlled millimeter tolerances. If a product does not meet your expectations, our satisfaction guarantee applies.

6. What payment methods do you accept?

We accept credit cards (Visa, Mastercard), PayPal, Apple Pay and Google Pay. All transactions are secured by SSL encryption.

7. How do I choose the right size?

Use our size guide: you can measure your finger with a strip of paper or use the interactive guide directly on your phone. The guide tells you which size to pick if you are between two sizes.

8. How do I contact customer support?

Our team is reachable by email at contact@towagear.com. We respond within 24 to 48 business hours.

9. How do I mold my straps?

Your Towa straps are heat-molded in hot water in about 5 minutes. First, try each strap on cold: it should feel snug. Molding can stretch a strap, but it can't make it smaller, so if one is too loose, don't mold it and request an exchange from your customer account (profile icon at the top of the site). Follow our video fitting guide before your first session.

10. How are customer reviews collected?

Reviews are collected by email, through the Loox app, only from customers who have placed an order. A 10% discount code for a future order is offered for any review that includes a photo, whatever the rating. All reviews are published, positive or negative, without any editing on our part.