Are you experiencing an issue with your Toniebox?
Have you already taken a look at our support articles?
If the steps in our Help Centre haven’t resolved the issue with your Toniebox, you can submit a claim directly through our Claimlane® portal:
Before you submit your claim
The address you enter to generate your return label will also be used to ship your replacement Toniebox.
Please make sure all delivery details are complete and accurate (building name/number, entry code, full address, phone number, etc.).The colour you select for your replacement is the one you will receive.
Once your request has been submitted and confirmed, the colour cannot be changed.
How the portal works
Submitting a claim is quick and easy:
Provide your details
Enter the requested information, including:
The serial number of your Toniebox, not the Toniebox ID
Proof of purchase
A description of the issue you’re experiencing
We review your request
One of our customer service agents will carefully review your claim.
If we need any additional information, we’ll contact you by email.
Return your Toniebox
If your claim is approved, you’ll receive an email with a prepaid return label.
Please send back:
Your Toniebox
The charger
If you have one, please hold on to your Creative Tonie, as it may contain personalised content.
Receive your replacement
After returning your Toniebox, simply email us a photo of your return receipt, and we’ll get your replacement on its way right away!
Please keep the proof of posting safe as it includes the tracking number, which will allow you to track the status of your return!
Note: In accordance with our returns policy, we cannot guarantee that requests initiated other than via our dedicated portal will be processed. The same applies to products returned to our warehouse without a prior request. In such cases, we reserve the right to refuse delivery, which will result in the parcel being returned to the sender.