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Frequently Asked Questions: Toya Shop
Updated: June 2026
Toya Shop (toyashop.ro) is the Romanian online store specialising in premium Italian home fragrances, operated by RELAXITY S.R.L.
Can't find your answer here? Write to us at office@toyashop.ro or call 0744 334 507 (Monday to Friday, 09:00 to 17:00 EET).
Products & Usage
1. What does the volume (ml) of a diffuser mean? How long does it last?
The volume of essential oil in a reed diffuser determines how long the fragrance remains active in the room, not its initial intensity.
| Volume | Estimated duration | Recommended room size |
|---|---|---|
| 100 ml | ~4 to 6 weeks | Bathroom, hallway, small office (10 to 20 m²) |
| 200 ml | ~8 to 12 weeks | Living room, bedroom, office (20 to 40 m²) |
| 500 ml | ~16 to 24 weeks | Large spaces, open plan (40 to 80 m²) |
Duration varies depending on the number of reeds inserted, room temperature, air circulation, and humidity. Fewer reeds extend the life of the oil; more reeds intensify the fragrance in the short term.
2. How do I use a reed diffuser correctly?
- Remove the safety cap and insert the reeds into the bottle: 4 to 6 for a subtle scent, more for greater intensity.
- Flip the reeds after the first 24 hours to activate the fragrance quickly; after that, flip them once a week.
- Place the diffuser on a stable surface, away from direct sunlight and heat sources.
- Avoid placing it near ventilation systems or frequently opened doors, as air currents accelerate evaporation.
- Lacquered or painted surfaces may be affected by direct contact with the oil, so place the diffuser on a tray or stand.
3. How do I choose the right volume for my room?
A simple starting point: 10 ml per 1 m². If the space is open plan, has high ceilings, or has active ventilation, go one size up. If you prefer a stronger scent from the start, choose a larger volume and use more reeds.
Not sure? Write to us with your room's floor area and ceiling height and we'll recommend the right option.
4. Are refills available for the diffusers?
Yes. Our range includes refill bottles compatible with the standard diffuser bottles in the collection. Refills are available in the same fragrances and let you reuse the glass bottle and stand, reducing packaging waste and cost per use.
How to use a refill: 1. When the bottle is empty, rinse it gently with warm water and allow it to dry completely. 2. Pour the refill into the bottle. 3. Replace the reeds with fresh ones, as used reeds become saturated and no longer diffuse effectively.
Check the product page for compatibility, as not all formats have a refill available. If the fragrance you want is out of stock, let us know.
5. How long does the fragrance last after opening?
Our products are formulated to maintain olfactory quality throughout their entire use, provided they are stored correctly:
- Away from direct sunlight: UV rays degrade essential oils.
- At room temperature (16 to 25°C): excessive heat accelerates evaporation.
- With the cap on if you are not using the diffuser for an extended period.
The expiry period (PAO, period after opening) is indicated on the packaging by the open jar symbol with a number of months (e.g. "12M").
Orders, Delivery & Payment
6. How does delivery work and what are the costs?
We ship via GLS Romania, exclusively within Romania.
| Order value | Shipping fee |
|---|---|
| Over 250 RON | Free |
| Under 250 RON | 25 RON |
Estimated delivery times: - Orders placed Monday to Thursday before 15:00: next working day - Orders placed Friday before 15:00: Saturday or Monday - Orders placed Friday after 15:00 or at the weekend: Monday or Tuesday
You will receive an email with your AWB tracking number as soon as your order is dispatched. If it does not arrive within 24 hours, please check your Spam folder.
7. What payment methods do you accept?
We accept: - Bank card (Visa, Mastercard): secure 3D Secure processing - Apple Pay - PayPal
All prices shown on toyashop.ro include VAT. There are no hidden charges. The amount in your basket is the final amount (plus 25 RON shipping if applicable).
We do not currently accept cash on delivery.
Returns & Warranty
8. Can I return a product if I change my mind?
Yes, within the statutory 14 calendar days from receipt of your order, without giving any reason. This right is guaranteed by Romanian Law OUG 34/2014 and EU Directive 2011/83.
Mandatory conditions for return: - The product is unused, unsealed, and in its original intact packaging, with labels and seals intact. - It is accompanied by the original invoice or receipt. - You have notified Toya Shop by email before dispatching the parcel.
Unsealed or used products cannot be returned. By their nature (home fragrance), once opened they cannot be resold. This exception is explicitly provided for in Article 16(e) of OUG 34/2014.
How to initiate a return: Send an email to office@toyashop.ro with your order number and photos of the product and packaging. We will respond within 2 working days with shipping instructions.
Return shipping costs are borne by the customer (voluntary return). If the product arrived defective or incorrect, we cover all costs.
Authenticity & Provenance
9. Are the products on toyashop.ro genuine?
Yes, 100%. All products sold on Toya Shop are genuine, made in Italy and sourced directly from our Italian producer, with compliance documentation and original factory-sealed packaging.
We do not sell counterfeit, grey-market, or reconditioned products. If you have any concerns about the authenticity of a product you have received, contact us immediately and we will investigate and resolve the matter.
10. Why do prices on toyashop.ro differ from other websites or marketplaces?
Our prices reflect: - Guaranteed authenticity: original products direct from the manufacturer - Real after-sales service: returns, statutory warranty, and support - Full tax compliance: a VAT invoice issued for every order - Local stock in Romania: no lengthy import times or surprise customs charges
Significantly lower prices on other platforms may indicate counterfeit, expired, or refilled products.
Longevity & Tips
11. How long does a scented candle last? How should I care for it?
Burn time depends on the candle's weight and conditions:
| Weight | Estimated burn time |
|---|---|
| 150 g | ~30 to 35 hours |
| 250 g | ~50 to 60 hours |
| 450 g | ~80 to 100 hours |
Tips to extend the life and quality of your candle: - First burn: Burn the candle until the entire surface layer of wax has melted (2 to 3 hours). This prevents tunnelling and ensures even burning throughout the candle's life. - Trim the wick to 5 mm before each use. An overly long wick produces black smoke and uneven burning. - Do not burn for more than 4 consecutive hours. - Never leave a burning candle unattended.
12. The fragrance seems weak after a few days. What can I do?
This is a normal phenomenon of olfactory adaptation: your nose gets used to the scent in your own space and perceives it less acutely. A few solutions:
- Flip the reeds (for a diffuser): a fresh flow of oil immediately reactivates the fragrance.
- Air out the room for 10 to 15 minutes and come back. The contrast with fresh air restores your perception.
- Check the number of reeds: if you have few and the room is large, add 1 or 2 more.
- If the diffuser bottle is empty or nearly empty, it is time for a refill or a new bottle.
If the fragrance has completely disappeared and the product is new or nearly new, write to us at office@toyashop.ro and we will assess the situation.
Your Rights & Contact
Alternative Dispute Resolution (ADR/ODR)
If an issue remains unresolved after contacting the Toya Shop team, you have access to:
- ANPC (Romanian National Authority for Consumer Protection): anpc.ro | SAL complaints: reclamatiisal.anpc.ro
- EU ODR Platform (Online Dispute Resolution): ec.europa.eu/consumers/odr
Contact
Toya Shop Email: office@toyashop.ro Phone: 0744 334 507 Hours: Monday to Friday, 09:00 to 17:00 EET
RELAXITY S.R.L. VAT No.: RO30533870 | Reg. No.: J05/1309/2012 | EUID: ROONRC.J5/1309/2012 Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania IBAN: | Bank: VAT registered: Yes (VAT ID RO30533870)
Toya Shop is the Romanian online store for premium Italian home fragrances, operated by RELAXITY S.R.L.
Shipping & Delivery: Toya Shop
Updated: June 2026
At Toya Shop (toyashop.ro), every order is carefully packed and dispatched promptly. Here is everything you need to know about shipping, timelines, and tracking.
1. Delivery Area
We currently ship within Romania only.
We do not ship internationally at this time. If you are based in the EU and would like to order Toya Shop products, please contact us at office@toyashop.ro; we handle individual requests on a case-by-case basis.
2. Our Courier Partner
We work with GLS Romania: a national courier network with full coverage across Romania, including rural areas and smaller localities.
3. Delivery Times
| When you place your order | Estimated delivery |
|---|---|
| Monday-Thursday, before 15:00 | Next business day |
| Friday, before 15:00 | Saturday or Monday |
| Friday after 15:00 / Weekend | First business day (Monday or Tuesday) |
Average delivery time is 24 hours from the moment of dispatch.
Timelines are estimates. Delays may occur due to weather conditions, peak periods (Black Friday, public holidays, Christmas), or logistical factors outside our control.
4. Shipping Costs
| Order value | Shipping fee |
|---|---|
| Over 250 RON | Free |
| Under 250 RON | 25 RON |
The shipping fee is displayed clearly in your cart and at checkout, before you confirm your order.
For deliveries to isolated or hard-to-reach areas, GLS may apply a surcharge, which will be communicated at the time of ordering.
5. Order Tracking
Once your order is dispatched, you will receive a confirmation email containing:
- a unique AWB tracking number
- a direct link to the GLS tracking page (gls-group.eu or gls-romania.ro)
Use the AWB number to check real-time delivery status at any point. If the email has not arrived within 24 hours of placing your order, please check your Spam/Junk folder or contact us directly.
6. Receiving Your Package
Before signing for delivery, inspect the package:
- check that the outer packaging is undamaged
- check that the contents are intact and as expected
If you notice any issue (damaged packaging, missing item, wrong product):
- Notify the courier immediately and note it on the delivery receipt
- Contact us within 24 hours of receipt: - Email: office@toyashop.ro - Phone: 0744 334 507
Claims submitted more than 24 hours after delivery cannot be processed.
7. Failed Delivery Attempts
GLS makes two delivery attempts. If you were not available at the delivery address:
- you will be contacted by phone to reschedule
- after two failed attempts, the package is returned to us
Re-shipment requires payment of a new delivery fee. If the delivery failed due to reasons attributable to the customer (incorrect address, recipient absent, unjustified refusal), the cost of the return falls on the customer.
8. Your Responsibilities When Placing an Order
- provide a complete and accurate address (street, number, block, apartment, postcode, city, county)
- provide an active phone number reachable at the time of delivery
- be available at the delivery address during the estimated delivery window, or designate an alternative recipient
Toya Shop cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete delivery information.
9. Damaged or Missing Items
If your product arrives damaged or your order is incomplete:
- do not discard the packaging or protective materials
- photograph the package and the product before taking any other action
- send the photographs and your order number to office@toyashop.ro
We will review the situation and provide a resolution (replacement or refund) within 7 business days.
10. Force Majeure
Toya Shop is not liable for delays caused by events beyond our reasonable control: natural disasters, extreme weather conditions, road blockages, carrier strikes, administrative restrictions, or other force majeure events.
11. Your Rights Under Romanian and EU Law
Under Government Ordinance 130/2000 and EU Directive 2011/83/EU on consumer rights:
- you have the right to cancel your order before dispatch, without any justification
- you have a 14-calendar-day right of withdrawal from the date you receive your package, without giving a reason
- the cost of return shipping when exercising the right of withdrawal is borne by the customer, unless the product is defective or incorrectly delivered
For full details, see our Return Policy.
12. Alternative Dispute Resolution (ADR/ODR)
If we have been unable to resolve a complaint amicably, you may contact:
- ANPC (Romanian National Authority for Consumer Protection): anpc.ro
- EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr
13. Contact
Toya Shop Email: office@toyashop.ro Phone: 0744 334 507 Hours: Monday-Friday, 09:00-17:00 (EET)
RELAXITY S.R.L. CUI (Tax ID): 30533870 | Trade Register: J05/1309/2012 EUID: ROONRC.J5/1309/2012 Strada Vlădeasa 14, Oradea 410222, Bihor, Romania
IBAN: Bank: VAT registered: Yes (VAT ID RO30533870)
Payment & Security: Toya Shop
Last updated: June 2026
At toyashop.ro you can pay simply, quickly, and securely. All transactions are processed through Shopify Payments' certified infrastructure and protected by SSL/TLS encryption.
1. Accepted Payment Methods
| Method | Details |
|---|---|
| Visa / Visa Debit | Debit and credit cards issued in any country |
| Mastercard / Maestro | Debit and credit cards issued in any country |
| Apple Pay | Fast mobile payment, confirmed with Face ID or Touch ID |
| PayPal | PayPal account or card via PayPal Guest Checkout |
We currently do not accept cash on delivery or direct bank transfers for online orders.
2. Currency and Prices
- All prices are displayed in Romanian Leu (RON) and include VAT.
- The exact amount you will be charged is shown at checkout before you confirm.
- We do not apply hidden fees or surcharges beyond the displayed price.
3. Payment Processing
- Authorization: When you place an order, the amount is pre-authorized on your card.
- Confirmation: You receive an order confirmation email within minutes.
- Capture: The amount is charged at the time your order is shipped.
- Payment failure: If payment is declined, no order is placed. Please try another card or contact us at office@toyashop.ro.
4. Payment Security
- All payments are processed through Shopify Payments, certified PCI DSS Level 1, the highest standard in the industry.
- All card data is SSL/TLS 256-bit encrypted and is never stored on our servers.
- We support 3D Secure authentication (Verified by Visa, Mastercard SecureCode) for additional fraud protection.
- Shopify monitors transactions in real time for suspicious activity.
We will never ask for your card details by email, phone, or message.
5. Invoicing
- A fiscal invoice is automatically generated for every completed order.
- You will receive it as a PDF by email at the address associated with your order, usually within 24 to 48 hours of shipment.
- If you need a business invoice (legal entity), please include your company details (name, VAT number, address) in the order notes or contact us before completing your purchase.
- RELAXITY S.R.L. | CUI: 30533870 | J05/1309/2012
- IBAN: | Bank:
- VAT registered: Yes (VAT ID RO30533870)
6. Refunds
- Refunds are issued exclusively to the original payment method.
- Processing takes 7 to 14 business days from the date the return is approved.
- The refunded amount does not include return shipping costs (if applicable), unless the product is defective or was incorrectly sent.
- Full details in our Refund Policy.
7. Right of Withdrawal
Under Romanian Government Emergency Ordinance no. 34/2014 and EU Directive 2011/83/EU, you have the right to cancel or return any order within 14 calendar days of receipt, without giving a reason, except for unsealed or used products (opened home fragrance items).
8. Data Protection (GDPR)
Your payment data is handled exclusively by the payment processor (Shopify Payments / PayPal) and is not accessible to us. Personal data required to process your order (name, address, email) is stored in compliance with our Privacy Policy and the GDPR.
9. Dispute Resolution
If you have a payment or order issue that we were unable to resolve directly:
- ANPC (Romanian Consumer Protection): anpc.ro | SAL: reclamatiisal.anpc.ro
- EU ODR Platform: ec.europa.eu/consumers/odr
10. Contact
Email: office@toyashop.ro Phone: 0744 334 507 Hours: Monday to Friday, 09:00 to 17:00 (EET)
RELAXITY S.R.L. | CUI: 30533870 | J05/1309/2012 Strada Vlădeasa 14, Oradea 410222, Bihor, Romania
By placing an order, you confirm that you have read and accepted this policy.
Returns & Refunds: Toya Shop
Last updated: June 2026
Toya Shop (toyashop.ro) is operated by RELAXITY S.R.L.. Our products are home fragrances handcrafted in Italy.
We are committed to offering you premium-quality products and a stress-free shopping experience. If something goes wrong, we're here for you.
1. Your Legal Right of Withdrawal (EU: 14 Days)
Under Romanian Government Emergency Ordinance no. 34/2014 (implementing EU Directive 2011/83/EU on consumer rights), you have the right to withdraw from any distance sales contract within 14 calendar days, without giving any reason and without penalty.
The 14-day period begins from: - the date on which you, or a third party designated by you (other than the carrier), take physical possession of the product; - for orders involving multiple products delivered separately: from the date you receive the last item in the order.
How to exercise your right of withdrawal: Send us an unambiguous withdrawal statement (email or letter) before the 14-day period expires. You may use the model form below or any other clear written communication.
Model withdrawal form (optional): "I hereby withdraw from the sales contract for order no. _, received on _. Name: _. Date: _."
Send to: office@toyashop.ro
2. Return Eligibility Conditions
For a return to be accepted, the product must meet all of the following conditions:
- it is unused, unopened, and sealed: in the same condition as received
- it is in its original sealed packaging with labels and seals intact
- it is accompanied by the invoice or purchase receipt
- the return is initiated within the legal 14 calendar days from the date of receipt
Products showing signs of use, user-caused damage, or missing original packaging components may be refused or subject to a partial deduction from the refund amount.
3. Exceptions: Non-Returnable Items
The right of withdrawal does not apply to:
- home fragrance products (diffusers, candles, sprays, etc.) that have been unsealed or used, due to their nature and for hygiene reasons: pursuant to art. 16(e) of GEO 34/2014 / art. 16(e) of Directive 2011/83/EU
- personalised or made-to-order products
- gift cards
- products purchased at clearance or final-sale prices (explicitly marked as non-returnable at the time of purchase)
If you are unsure whether your product is eligible, contact us before opening it.
4. Return Process: Step by Step
Step 1: Notify us Send an email to office@toyashop.ro with: - your full name - order number - reason for the return (optional but helpful) - clear photographs of the product and packaging
Step 2: Receive confirmation We will confirm eligibility and send you packaging instructions and the return address within 2 business days.
Step 3: Ship the product Pack the product securely to prevent damage in transit and send it to:
RELAXITY S.R.L. Strada Vlădeasa 14, Oradea 410222, Bihor, Romania
Returns without prior email notification will not be accepted.
Step 4: Receipt confirmation We will confirm receipt of your parcel and initiate the refund.
5. Return Shipping Costs
| Situation | Who covers the cost |
|---|---|
| Voluntary return (right of withdrawal) | Customer |
| Product defective upon delivery | Toya Shop |
| Incorrect product or quantity delivered | Toya Shop |
Please keep proof of shipment (tracking number) until your refund is completed.
6. Refunds: Timing and Methods
Once the returned product is received and inspected by our team:
- the refund is processed within 14 calendar days of confirmed receipt (typically within 7-14 business days)
- the amount is returned via the original payment method (bank card, PayPal, bank transfer, etc.)
- we do not charge any processing fees or deductions
Important: Initial delivery costs are refunded in full when the right of withdrawal is exercised within the legal period, except where you chose a delivery method more expensive than our standard option. In that case, the difference is not refunded.
If more than 14 business days have passed since receipt confirmation and you have not received your refund, contact us at office@toyashop.ro.
7. Defective or Incorrectly Delivered Products
Inspect your parcel immediately upon receipt. If the product shows: - manufacturing defects or transit damage - discrepancies from your order (wrong product, incorrect quantity)
contact us within 48 hours of receipt at office@toyashop.ro, with clear photographs of the product and outer packaging. We will cover all associated costs and arrange a replacement or full refund.
8. Legal Warranty
All products sold on toyashop.ro carry the statutory conformity warranty under Romanian Law no. 449/2003 (as amended by Law no. 287/2021, transposing EU Directive 2019/771): 2 years from the date of delivery.
9. Dispute Resolution
We aim to resolve every issue quickly and directly. If a matter remains unresolved, you may contact:
- ANPC (Romanian National Authority for Consumer Protection)
- Website: https://anpc.ro
- Online ADR complaints: https://reclamatiisal.anpc.ro
- EU ODR Platform (Online Dispute Resolution)
- https://ec.europa.eu/consumers/odr
10. Contact
Email: office@toyashop.ro Phone: +40 744 334 507 Hours: Monday-Friday, 09:00-17:00 EET
RELAXITY S.R.L. CUI: 30533870 | Reg. Com.: J05/1309/2012 | EUID: ROONRC.J5/1309/2012 Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania IBAN: | Bank: VAT registered: Yes (VAT ID RO30533870)
Toya Shop offers premium home fragrances handcrafted in Italy, operated by RELAXITY S.R.L.
Privacy Policy (GDPR): Toya Shop
Last updated: June 2026
This privacy policy explains how Toya Shop (toyashop.ro), operated by RELAXITY S.R.L., collects, uses, stores, and protects your personal data. We are committed to complying with EU Regulation 2016/679 (GDPR), Romanian Law 190/2018, and all applicable data protection regulations.
1. Data Controller
RELAXITY S.R.L. Tax ID (CUI): 30533870 Trade Register: J05/1309/2012 EUID: ROONRC.J5/1309/2012 Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania Email: office@toyashop.ro Phone: +40 744 334 507
RELAXITY S.R.L. is the data controller within the meaning of Art. 4(7) GDPR. The toyashop.ro platform is 100% owned by RELAXITY S.R.L. and operates as a legally registered online store in Romania.
Toya Shop is a Romanian shop specialising in Italian-made home fragrances, sold exclusively in Romania through toyashop.ro.
2. Data Protection Contact (DPO)
RELAXITY S.R.L. is not legally required to appoint a DPO under Art. 37 GDPR (we do not process special category data or personal data at large scale on a systematic basis). However, for any data protection enquiry or request, please contact us directly:
Data Protection Contact: Email: office@toyashop.ro Post: RELAXITY S.R.L., Strada Vlădeasa 14, Oradea 410222, Romania
We will respond within a maximum of 30 calendar days, in accordance with Art. 12 GDPR.
3. Categories of Data Collected
3.1 Data you provide directly
| Category | Specific data | When |
|---|---|---|
| Identity | First and last name | When placing an order / creating an account |
| Contact | Email, phone number | When placing an order / account / newsletter |
| Address | Billing and/or delivery address | When placing an order |
| Account | Username, password (hashed) | When creating an account (optional) |
| Payment | Transaction confirmation, last 4 card digits | At checkout |
| Communications | Messages sent to our support team | When contacting us |
Full card details are never stored on our servers. Payments are processed directly by Stripe or the processor displayed at checkout.
3.2 Data collected automatically
- IP address and approximate geolocation
- Browser type, operating system, screen resolution
- Pages visited, products viewed, time on site
- Traffic source (direct, organic, referral, advertising campaign)
- Cookies and similar identifiers (see Section 7)
3.3 Data received from third parties
- Shopify Inc.: e-commerce platform hosting toyashop.ro (Shopify acts as a data processor in relation to us, under the Shopify Data Processing Agreement)
- Payment processors (Stripe, Visa, Mastercard, PayPal): payment status confirmation
- Delivery providers (GLS Romania): data required for delivery
- Google / Meta: if you accessed the site through an advertisement or interacted with tracking pixels (subject to your consent)
4. Purposes of Processing and Legal Basis
| Purpose | Legal basis (GDPR Art. 6) | Details |
|---|---|---|
| Processing and fulfilling orders | Art. 6(1)(b): performance of contract | Without this data, we cannot deliver products |
| Issuing invoices / accounting documents | Art. 6(1)(c): legal obligation | Romanian Accounting Law 82/1991, Tax Code |
| Sending order and delivery confirmations | Art. 6(1)(b): performance of contract | Email/SMS with order status |
| Managing returns and complaints | Art. 6(1)(b) and (c) | GEO 140/2021, Law 449/2003 |
| Fraud prevention and platform security | Art. 6(1)(f): legitimate interest | Monitoring suspicious transactions |
| Service improvement (traffic analytics) | Art. 6(1)(f): legitimate interest | Anonymised or aggregated data |
| Email / SMS marketing (newsletter) | Art. 6(1)(a): consent | You may withdraw consent at any time |
| Personalised advertising (retargeting) | Art. 6(1)(a): consent | Activated only with your agreement in the cookie banner |
| Compliance with legal obligations | Art. 6(1)(c): legal obligation | ANPC, ANAF, judicial authorities |
Note on legitimate interest: Where we rely on legitimate interest, we have conducted a balancing test and concluded that your fundamental rights are not disproportionately affected. You may request details of this test at the contact address above.
5. Data Retention
| Data category | Retention period |
|---|---|
| Order data (identity, address, products) | 5 years from order date (accounting obligation) |
| Billing data | 10 years (Romanian Tax Code) |
| Customer account data | Duration of active account + 1 year after deactivation |
| Analytics cookies | Max. 13 months (per ANSPDCP recommendations) |
| Support communications | 3 years from last interaction |
| Marketing data (newsletter) | Until consent is withdrawn |
| Security logs | 12 months |
Upon expiry of the applicable period, data is permanently deleted or anonymised.
6. Your Rights (GDPR)
You have the following rights in relation to your personal data:
- Right of access (Art. 15): You may request a copy of the data we hold about you.
- Right to rectification (Art. 16): You may request correction of inaccurate data or completion of incomplete data.
- Right to erasure (Art. 17): You may request deletion of your data if it is no longer necessary, or if you withdraw consent, except where processing is required by law.
- Right to restriction of processing (Art. 18): You may request that we limit processing in certain circumstances.
- Right to data portability (Art. 20): You may receive your data in a structured, commonly used, machine-readable format.
- Right to object (Art. 21): You may object to processing based on legitimate interest or for direct marketing purposes (the latter right is absolute).
- Right not to be subject to automated decision-making (Art. 22): We do not use automated profiling with significant legal effects.
- Right to withdraw consent: At any time, free of charge, without retroactive effect.
How to exercise a right: Send a request to office@toyashop.ro with the subject line "GDPR Right: [type of right]". We will respond within 30 days. In complex cases, this period may be extended by a further 60 days, with prior notice to you.
7. Cookies
We use the following categories of cookies:
| Type | Purpose | Basis |
|---|---|---|
| Strictly necessary | Cart, session and checkout functionality | Legitimate interest / performance of contract |
| Analytics | Understanding visitor behaviour (e.g. Google Analytics) | Consent |
| Marketing / Retargeting | Personalised advertising (Meta Pixel, Google Ads) | Consent |
| Preferences | Saving language, currency, region | Legitimate interest |
You can manage your cookie preferences at any time through the banner displayed on your first visit, or through your browser settings. Withdrawing consent for marketing cookies does not affect order processing.
Further details on Shopify cookies: shopify.com/legal/cookies.
8. Recipients of Data
Your data may be shared with the following recipients, strictly within the limits necessary:
| Recipient | Role | Location |
|---|---|---|
| Shopify Inc. | Processor: e-commerce platform | Canada / USA (SCC clauses) |
| GLS Romania | Processor: parcel delivery | Romania (EU) |
| Stripe / payment processors | Processor: payment processing | EU / USA (SCC) |
| Google LLC | Processor: traffic analytics, Google Ads | USA (SCC + DPF) |
| Meta Platforms Ireland | Processor: Meta Pixel, ads | Ireland (EU) |
| Hosting / IT providers | Processor: infrastructure | EU |
| Legal authorities | Independent controller | Romania / EU (upon request) |
| Italian producer | Product supplier: no access to personal data | Italy (EU) |
We do not sell or transfer your data to third parties for commercial purposes.
9. International Transfers
Some of our processors (Shopify, Google, Stripe) process data in the United States or other third countries. These transfers are carried out in compliance with the safeguards provided in Chapter V GDPR, principally through:
- Standard Contractual Clauses (SCC) adopted by the European Commission
- Data Privacy Framework (DPF) EU/USA, where applicable
You may request a copy of the relevant safeguards at: office@toyashop.ro.
10. Security
We apply appropriate technical and organisational measures to protect your data:
- TLS/SSL encrypted connection across the entire site (HTTPS)
- Role-based access control (need-to-know principle)
- Passwords stored exclusively as hashes (bcrypt)
- Regular vulnerability monitoring
- Internal security incident response policies
In the event of a security incident affecting your data, you will be notified in accordance with Art. 34 GDPR if the incident poses a high risk to your rights.
11. Complaints
If you believe that processing of your data infringes GDPR, you have the right to lodge a complaint with the competent supervisory authority:
ANSPDCP: Romanian National Supervisory Authority for Personal Data Processing Bd. G-ral. Gheorghe Magheru 28-30, Sector 1, Bucharest 010336 Email: anspdcp@dataprotection.ro Website: dataprotection.ro
If you reside in another EU member state, you may contact the supervisory authority in your country: edpb.europa.eu/about-edpb/members.
We encourage you to contact us directly first, as we are happy to resolve any issue amicably.
12. Alternative Dispute Resolution (ADR/ODR)
If you have a dispute relating to a purchase made on toyashop.ro, you are entitled to use alternative dispute resolution platforms:
- European Commission ODR platform: ec.europa.eu/consumers/odr
- ANPC: SOLAR Centre: anpc.ro
Your right of withdrawal from the contract (14 calendar days from delivery, without giving any reason) is guaranteed by Romanian GEO 34/2014 and EU Directive 2011/83/EU.
13. Changes to This Policy
We reserve the right to update this policy to reflect legislative or operational changes. Significant changes will be communicated by email or through a prominent banner on the site, at least 30 days before they take effect. The date of the last update is indicated in the header of this document.
14. Contact
RELAXITY S.R.L. Tax ID (CUI): 30533870 | Trade Register: J05/1309/2012 Strada Vlădeasa 14, Oradea 410222, Bihor, Romania Email: office@toyashop.ro Phone: +40 744 334 507 Office phone: +40 359 435 678
IBAN: Bank: VAT registered: Yes (VAT ID RO30533870)
Cookie Policy: Toya Shop
Last updated: June 2026
This document explains how Toya Shop, operated by RELAXITY S.R.L., uses cookies and similar technologies when you visit toyashop.ro.
1. Who We Are
RELAXITY S.R.L. CUI: 30533870 | J05/1309/2012 Strada Vlădeasa 14, Oradea 410222, Bihor, Romania Email: office@toyashop.ro | Phone: +40 744 334 507
2. What Are Cookies
Cookies are small text files stored in your browser when you visit a website. Together with similar technologies (pixels, web beacons, local storage), cookies help us keep the site functional, understand how you use it, and show you relevant ads.
3. Categories of Cookies We Use
3.1 Strictly Necessary Cookies
These are essential for the site to work. Without them you cannot browse, add products to your cart, or complete a purchase. They do not require your consent.
| Provider | Cookie | Purpose | Duration |
|---|---|---|---|
| Shopify | _session_id |
Active session, shopping cart | Session |
| Shopify | _shopify_y |
Unique visitor identification | 1 year |
| Shopify | _shopify_fs |
First session (fraud scoring) | Session |
| Shopify | secure_customer_sig |
Customer account authentication | 20 years |
| Shopify | cart / cart_sig |
Cart contents and integrity | 2 weeks |
3.2 Preference (Functional) Cookies
These remember your choices (language, currency, region) for a personalised experience. They require your consent.
| Provider | Cookie | Purpose | Duration |
|---|---|---|---|
| Shopify | _shopify_country |
Selected country/region | Session |
| Shopify | tracked_start_checkout |
Checkout redirect | Session |
| Toyashop | toya_ui_prefs |
UI preferences (e.g. currency) | 30 days |
3.3 Analytics Cookies
These help us understand how you interact with the site (pages visited, time spent, traffic sources) so we can continuously improve it. Data is anonymised or pseudonymised.
| Provider | Cookie | Purpose | Duration |
|---|---|---|---|
| Google Analytics 4 | _ga |
GA4 session identification | 2 years |
| Google Analytics 4 | _ga_* |
GA4 session state | 2 years |
| Shopify Analytics | _shopify_s |
Navigation analysis | 30 minutes |
| Shopify Analytics | _shopify_sa_t |
Shopify marketing attribution | 30 minutes |
| Shopify Analytics | _shopify_sa_p |
Attribution path | 30 minutes |
3.4 Marketing and Advertising Cookies
These are used to show you relevant ads on Meta (Facebook/Instagram) and Google platforms, and to measure the effectiveness of our advertising campaigns. They require your explicit consent.
| Provider | Cookie / Pixel | Purpose | Duration |
|---|---|---|---|
| Meta (Facebook/Instagram) | _fbp |
Browser identification for Meta Ads | 90 days |
| Meta (Facebook/Instagram) | _fbc |
Storage of click ID from Meta ads | 90 days |
| Meta Pixel | fr |
Remarketing and relevant ad display | 90 days |
| Google Ads | IDE |
Google Ads remarketing and conversions | 13 months |
| Google Ads | _gcl_au |
Google Ads conversions (via Analytics) | 90 days |
| Google Ads | DSID |
Cross-device ad synchronisation | 2 weeks |
4. Your Consent
On your first visit to toyashop.ro, a cookie banner will appear allowing you to: - Accept all cookies (categories 3.1 to 3.4) - Decline optional analytics and/or marketing cookies - Customise your preferences by category
Strictly necessary cookies (3.1) always run regardless of your choice, as the site cannot function without them.
Your consent is recorded and valid for 12 months. You can return at any time and change your preferences via the "Manage Cookies" link in the site footer.
Legal basis: ePrivacy Directive (2002/58/EC) and GDPR Art. 6(1)(a).
5. How to Manage Cookies
Through your browser settings
You can block or delete any cookie directly in your browser: - Chrome: Settings > Privacy and security > Cookies - Safari: Preferences > Privacy - Firefox: Settings > Privacy & Security - Edge: Settings > Cookies and site permissions
Note: blocking necessary cookies may affect site functionality (cart, checkout, login).
Platform-specific opt-outs
- Google Analytics: tools.google.com/dlpage/gaoptout
- Google Ads: adssettings.google.com
- Meta / Facebook: facebook.com/settings/?tab=ads
- Your Online Choices (EU): youronlinechoices.com
6. Third Parties and Processors
Our main partners who may set cookies through toyashop.ro:
Shopify Inc.
Our e-commerce platform. Shopify sets necessary and analytics cookies for the store to function. Policy: shopify.com/legal/cookies | shopify.com/legal/privacy
Google LLC
Google Analytics 4 (traffic analysis) and Google Ads (advertising). Policy: policies.google.com/privacy Data processed: in the EU and USA (under EU Standard Contractual Clauses).
Meta Platforms Ireland Ltd.
Meta Pixel for Facebook and Instagram Ads, covering remarketing and conversion measurement. Policy: facebook.com/privacy/policy Data processed: in the EU and USA (under EU Standard Contractual Clauses).
All partners are contractually bound to GDPR compliance.
7. International Data Transfers
Some partners (Google, Meta) process data outside the European Economic Area, including in the USA. Transfers are carried out under Standard Contractual Clauses (SCCs) approved by the European Commission, ensuring an adequate level of protection for your data.
8. Your Rights
Under GDPR, you have the right to: - Withdraw consent for optional cookies at any time, at no cost - Access information about data collected through cookies - Request deletion of data collected through marketing cookies - Lodge a complaint with ANSPDCP (dataprotection.ro)
For any request: office@toyashop.ro
9. Policy Updates
This policy may be updated to reflect legal or technical changes. The date of the last update is shown in the document header. Continued use of the site after publication of changes constitutes acceptance of the new version.
10. Contact
RELAXITY S.R.L. | CUI: 30533870 | J05/1309/2012 Strada Vlădeasa 14, Oradea 410222, Romania Email: office@toyashop.ro | Phone: +40 744 334 507
IBAN: Bank:
General Terms and Conditions of Sale: Toya Shop
Version: 1.0. Last updated: June 2026
1. Seller Information
This website is owned and operated by:
RELAXITY S.R.L. Tax ID (CUI): 30533870 Trade Register: J05/1309/2012 EUID: ROONRC.J5/1309/2012 Founded: 2012 Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania IBAN: Bank: VAT payer: Yes: VAT no. RO30533870 Email: office@toyashop.ro Phone: +40 744 334 507 Hours: Monday-Friday, 09:00-17:00 EET
Trading name of the platform: Toya Shop, available at www.toyashop.ro.
2. Scope and Acceptance
These General Terms and Conditions of Sale ("Terms") govern every order placed through toyashop.ro, regardless of the device used.
By placing an order, you confirm that you: - have full legal capacity to enter into contracts (at least 18 years of age); - have read, understood, and fully accepted these Terms; - agree to the Privacy Policy and Cookie Policy.
If you do not agree with any of these provisions, please do not place an order.
3. Our Products
Toya Shop offers premium home fragrances and accessories handcrafted in Italy.
- All product descriptions, images, and specifications are provided with the utmost accuracy. Minor color differences from photographs may occur due to your device's color settings; these do not constitute a defect.
- A product's presence in the catalog does not guarantee stock availability. If a product becomes unavailable after order confirmation, you will be notified immediately and not charged.
- Toya Shop may update its product range at any time without prior notice.
4. Prices
- All prices displayed on toyashop.ro are expressed in Romanian Lei (RON) and include applicable VAT under current Romanian law.
- Toya Shop reserves the right to change prices at any time without prior notice. Changes do not affect already confirmed orders; the price applied is the one displayed at the time of checkout.
- Shipping costs are shown separately during the order process and are included in the total amount displayed before confirmation.
- In the event of an obvious pricing error (e.g., caused by a technical fault), we reserve the right to cancel the order, with a full refund of any amount paid.
5. Placing an Order and Contract Formation
5.1 The Order Process
Orders are placed exclusively online through toyashop.ro, following these steps:
- Select products and add them to your cart;
- Enter your delivery and billing details;
- Select your payment method;
- Review and confirm the order (Order Summary page);
- Complete payment.
5.2 Contract Formation
The sales contract between you and RELAXITY S.R.L. is considered concluded when:
- you have received the order confirmation email from Toya Shop; and
- your payment has been successfully processed.
Simply placing an order does not constitute acceptance on our part. We reserve the right to decline an order for justified reasons (out of stock, pricing error, suspected fraud, etc.), with immediate notification to you.
5.3 Order Confirmation
You will receive a confirmation email at the address provided in the order, containing: the order number, products ordered, total price, and delivery details. Please keep this email as proof of contract.
6. Payment Methods
We accept the following payment methods:
- Bank card: Visa, MasterCard (secure processing via approved payment gateway)
- Apple Pay
- PayPal
All transactions are processed in a secure environment (SSL/TLS). Your card details are not stored by Toya Shop.
7. Invoicing
A fiscal invoice for your order will be issued electronically and sent by email. Upon request, a VAT invoice for a company can also be issued; please provide complete billing details when placing your order.
8. Delivery
- Deliveries are made within Romania only via GLS Romania.
- Free delivery on orders over 250 RON.
- 25 RON delivery fee for orders under 250 RON.
- Orders placed Monday-Thursday before 15:00: estimated delivery next business day.
- Orders placed Friday before 15:00: estimated delivery Saturday or Monday.
- Delivery is attempted twice; if both attempts fail, the parcel is returned to us, and re-delivery costs are borne by the buyer.
Full details in the Shipping Policy.
9. Seller's Obligations
RELAXITY S.R.L. undertakes to:
- deliver products within the agreed timeframes and conditions;
- supply products that conform to their description and are in perfect condition;
- issue correct fiscal documents (invoice);
- respect the consumer's right of withdrawal as required by law;
- protect personal data in accordance with GDPR;
- respond to support requests within 48 business hours.
10. Buyer's Obligations
By placing an order, you undertake to:
- provide accurate and complete contact, billing, and delivery details;
- complete payment using the selected method;
- be available to receive the parcel;
- inspect products upon receipt and report any discrepancy within 48 hours;
- use products in accordance with their intended purpose;
- not use the platform for fraudulent or unlawful purposes.
11. Right of Withdrawal (14 Days)
11.1 Legal Basis
Under Romanian Government Emergency Ordinance (GEO) no. 34/2014 on consumer rights in distance contracts, and EU Directive 2011/83/EU, you have the right to withdraw from the contract within 14 calendar days from the date you receive the product, without giving any reason.
11.2 Exercising the Right
Notify us of your intention to withdraw by email at office@toyashop.ro before the 14-day period expires, specifying: - your full name; - your order number; - the product(s) for which you are requesting withdrawal.
You may use the model withdrawal form provided under GEO 34/2014 (available on request).
11.3 Returning the Product
The product must be sent to RELAXITY S.R.L., Strada Vlădeasa 14, Oradea 410222, Romania within 14 days of your notification.
The product must be returned: - unused and unopened (where the seal cannot be broken without use), in its original condition; - in its original packaging, with intact labels; - accompanied by the invoice or receipt.
11.4 Return Costs
Return shipping costs are borne by the buyer, unless the product is defective or was delivered in error, in which case Toya Shop covers the costs.
11.5 Refund
The refund will be processed within 14 days from the date we received your withdrawal notification (and at the latest after receipt of the returned product or proof of shipping), using the original payment method.
12. Non-Returnable Products
The right of withdrawal does not apply to:
- home fragrance or personal care products that have been unsealed or used (for hygiene reasons);
- personalized or made-to-order products;
- gift cards;
- products purchased at discount or clearance sale prices (if explicitly stated at purchase).
13. Legal Guarantee of Conformity
Products carry a 2-year legal guarantee of conformity under Romanian Law no. 449/2003 (as amended) and EU Directive 1999/44/EC. If the product received is defective or does not conform to its description, contact us at office@toyashop.ro within 48 hours of receipt, with clear photographs of the defect.
14. Intellectual Property
All elements on toyashop.ro (texts, images, photographs, logos, graphics, trade names, the "Toya Shop" mark, and editorial content) are the property of RELAXITY S.R.L. or its authorized partners and are protected under Romanian and EU copyright and intellectual property law.
The following are strictly prohibited: - reproducing, copying, distributing, or commercially using any element without the prior written consent of RELAXITY S.R.L.; - using our product images or descriptions outside the authorized context.
15. Liability and Limitation of Liability
15.1 Toya Shop's Liability
RELAXITY S.R.L. is liable for: - conformity defects in the products delivered; - order processing errors attributable exclusively to the platform.
15.2 Limitation of Liability
RELAXITY S.R.L. is not liable for: - indirect, incidental, or speculative losses (loss of profit, data loss, reputational damage); - temporary unavailability of the platform due to technical, security, or force majeure reasons; - improper use of products; - third-party content accessible via links on the site.
RELAXITY S.R.L.'s total liability to you, regardless of the nature of the dispute, is limited to the value of the products purchased in the relevant order.
16. Force Majeure
RELAXITY S.R.L. cannot be held liable for non-performance or delayed performance of obligations caused by force majeure events (natural disasters, pandemics, major cyberattacks, conflicts, severe logistical disruptions, governmental decisions). You will be notified as soon as reasonably possible, and the contract will be suspended for the duration of the event. If force majeure persists for more than 30 days, either party may terminate the contract without penalty, with a full refund of any amount paid.
17. Personal Data Protection (GDPR)
Your personal data (name, address, email, phone) is processed by RELAXITY S.R.L. solely for the purpose of fulfilling the contract and complying with legal obligations, in accordance with EU Regulation 2016/679 (GDPR) and applicable national legislation.
You have the right to: access, rectification, erasure, data portability, restriction of processing, and objection. Full details in the Privacy Policy.
18. Cookies
The platform uses essential cookies and, with your consent, analytical and marketing cookies. Details in the Cookie Policy.
19. Amendments to these Terms
We reserve the right to modify these Terms at any time. The updated version will be published on toyashop.ro with the revision date indicated. Continuing to use the platform after changes are published constitutes acceptance of the revised Terms. If you do not agree, you may discontinue use of the platform (orders already placed remain governed by the Terms in force at the time of placement).
20. Governing Law and Jurisdiction
This contract is governed by Romanian law. Any dispute arising from or in connection with these Terms will first be submitted to amicable resolution, within 30 days of notification. If amicable resolution fails, the dispute will be referred to the competent courts in Romania, unless applicable EU law provides otherwise.
21. Alternative Dispute Resolution (ADR / ODR)
If a dispute cannot be resolved amicably, the following alternative paths are available:
-
ANPC: National Authority for Consumer Protection (Romania) Website: https://anpc.ro Online complaints (SAL): https://reclamatiisal.anpc.ro
-
European Online Dispute Resolution (ODR) Platform https://ec.europa.eu/consumers/odr ODR contact email: office@toyashop.ro
Use of these channels is voluntary and does not affect your right to take legal action before a court.
22. Contact
For any questions regarding these Terms or your orders:
Email: office@toyashop.ro Phone: +40 744 334 507 Hours: Monday-Friday, 09:00-17:00 EET
RELAXITY S.R.L. CUI: 30533870 · J05/1309/2012 Strada Vlădeasa 14, Oradea 410222, Romania
By placing an order on toyashop.ro, you confirm that you have read, understood, and fully accepted these General Terms and Conditions of Sale.
Legal Notice: Toya Shop
This website is operated by RELAXITY S.R.L., a company registered in Romania.
- Legal name: RELAXITY S.R.L.
- CUI (Tax ID): 30533870
- Trade Register: J05/1309/2012
- EUID: ROONRC.J5/1309/2012
- Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania
- VAT registered: Yes
Contact: office@toyashop.ro | 0744 334 507 (Mon-Fri, 09:00-17:00)