Most orders are prepared for dispatch within 1–3 business days. Processing time is separate from the shipping time shown at checkout.

During holidays, promotional periods or periods of unusually high order volume, preparation may take slightly longer.

Standard delivery generally takes approximately 5–12 business days after your order has been dispatched.

Delivery estimates can vary depending on your destination, carrier schedules, public holidays, customs procedures and other circumstances outside our direct control.

Once tracking is available, the tracking information will be sent to the email address used when placing your order.

Please allow up to 48 hours after dispatch for the carrier's tracking system to display the latest information.

If you need to make a change, please email service@tonerae.com as soon as possible after placing your order.

We will make a reasonable effort to accommodate requests received before fulfilment has begun. Once an order has already entered processing or has been dispatched, changes or cancellations may no longer be possible.

If an item arrives damaged, defective or different from what you ordered, please contact us as soon as possible.

Include your order number, a short description of the issue and, where possible, clear photographs of the item and its packaging. This helps our team review the situation and provide the appropriate next step.

Eligible unused items may be returned within 30 days of delivery, subject to the conditions in our Return Policy.

Please contact service@tonerae.com before sending anything back so our team can confirm eligibility and provide the correct return instructions.

Once an approved return has been received and reviewed, refunds are generally issued within 10 business days.

After the refund is issued, your bank, card provider or payment service may require additional time before the amount appears in your account.

Product photography, lighting and individual screen settings can affect how colours, surfaces and finishes appear online.

Some decorative materials and textured finishes may also show subtle variations from one piece to another. These small differences can be part of the character of the product rather than a defect.

Available dimensions, materials, finishes, included components and other specifications are listed on the relevant product page.

We recommend checking these details before ordering, particularly for lighting, decorative objects, planters and garden pieces where size and placement can significantly affect how the item fits within your space.

Plants, flowers, furniture or other styling props shown in product photography are not included unless the product page specifically states otherwise.

Some Tonerae products are designed for outdoor or garden use, while others are intended primarily for indoor spaces.

Please check the relevant product page before use outdoors. Exposure to rain, frost, strong sunlight, humidity and other weather conditions can affect materials differently.

Care requirements depend on the material and type of product. Please follow any care instructions included on the product page or provided with your order.

In general, gentle cleaning and appropriate protection from unsuitable weather, excess moisture or harsh cleaning products can help preserve the appearance of home and garden pieces.

Tonerae is centred around thoughtful pieces for home and garden. Our collections currently include High-End Home, European Garden Living and Aesthetic Gardening Tools.

Across these collections, you may find refined lighting, sculptural vessels, decorative accents, garden pieces, planters and considered tools selected to bring function, warmth and character into everyday spaces.

Only the items specifically listed in the product description are included with your purchase.

Plants, flowers, books, furniture and other objects may be used for styling purposes in photography and are not included unless clearly stated.

For product questions, order assistance, delivery enquiries or return support, email service@tonerae.com .

You can also reach us by phone at +86 134 1881 9119 .

Our support hours are 9:00 AM–6:00 PM Pacific Time.