GENERAL RETURNS POLICY
We can only accept items returned to us within from the date your order was received (or 30 days for faulty items). All items must be returned to us before a refund or replacement is issued.
Items must be returned to us in an unused condition, deemed fit for resale with any tags still attached. Please be very careful when handling products, for example, please ensure you are not wearing makeup or perfume which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please note that earrings are unable to be returned due to hygiene reasons unless they are faulty.
Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. Delivery charges are refundable if the item purchased is faulty or incorrect or you exercise your right to change your mind within 14 days of delivery.
Items returned inside the 14 days will be issued with a refund but items returned outside the 14 days may be accepted at our discretion - please email us first for confirmation.
I have made an order and need to cancel before dispatch
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us on Vicky@torilodesigns.com ) within 2 hours of making the order, we can then refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster.
I want to return an item to ToriLoDesigns
Package up your returned item carefully and return to: Tori Lo Designs, Mushroom Works, St Lawrence Rd, Walker, Newcastle upon Tyne, NE6 1AR. Our address can also be found in our Terms of Sale.
All you need to do now is take your parcel to your local Post Office, or selected courier, to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Signed Delivery.
As soon as we receive your returned item we will organise the exchange or refund for you and email you to let you know when this has been arranged.
I would like to return an item for something else
We will process your return as quickly as possible, usually within 3 working days of receipt, however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
I would like to return an item for a refund
We will issue your refund as quickly as possible, normally within 7 working days of receipt of your return. Once the refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. On occasion this can take up to 10 working days. Delivery charges may be refundable (see our Terms of Sale). Please indicate you wish to return an item by first e-mailing us at Vicky@torilodesigns.com quoting your order number (found on your Order Receipt, Dispatch Confirmation and invoice).
I have received a faulty item
If the item you received is faulty upon arrival, please accept our sincere apologies for the inconvenience. Please e-mail Vicky@torilodesigns.com quoting your name, order number and details of the product received. We will then advise on how to proceed.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail Vicky@torilodesigns.com quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed.
Distance Selling Regulations
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any item purchased from ToriLoDesigns for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 14 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
How much does shipping cost?
We offer free shipping on all UK orders of £75.00 or above. For all orders under that amount we charge a flat rate of £3.50 for delivery within the UK.
How long does delivery take?
All items are handmade to order, lead time on items before posting is 5-7 days, but at busy times, e.g. Christmas, this may be slightly longer, up to two weeks.
|
Area |
Delivery Time* (Business Days) *including lead time |
|
Great Britain |
9 – 11 days |
|
Western Europe |
11-14 days |
|
Northern Europe |
12 – 17 days |
|
Southern Europe |
12 – 17 days |
|
Eastern Europe |
17 – 22 days |
|
North America |
17 – 30 days |
|
Far East |
17 – 30 days |
|
Australia |
17 – 30 days |
- Our office and warehouses process orders between Monday to Friday, 9am to 5pm.
- Orders are shipped via local Postal Services. In some areas the courier may pass deliveries onto a third party
- Should an error occur with any part of your order we will of course resolve this issue. We will ask you to return the incorrect item - on receipt we will reimburse you for the cost of the postage and issue the correct item. Please note that if the order is required urgently we will recommend placing a new order for the item in question with next day delivery and returning the incorrect item. Upon receipt of the incorrect item we will process a full refund including postage costs and return delivery costs to you.
What countries do you deliver to?
Delivery is available worldwide. If your location is not shown in the table above, please contact us before placing your order for a delivery price estimate.
What should I do if you don’t ship to my country?
You can contact us by email or on social media. We’re always happy to hear from our fans and it makes us work extra hard on making our products available in more countries. If you subscribe to our newsletter we will let you know when we start shipping to new countries.