RETURNS & EXCHANGES
At TORÉ, our goal is for every client to fall in love with their order. Still, we understand that sometimes the fit isn’t perfect — that’s why we’ve made returns simple and effortless.
RETURN WINDOW
We offer a 30-day return window on all orders, starting from the date of delivery. This gives you plenty of time to try your piece at home, or to gift it and let the recipient decide if it's right for them.
You're welcome to try your item on at home to check the fit and feel — just as you would in a changing room. Please don't wear it out, wash it, or remove the tags. Items returned with signs of wear beyond trying on, or missing their original tags and packaging, may only be eligible for a reduced refund.
RETURN PROCESS
If you wish to make a return, please contact us at info@toreloungewear.com within 30 days of delivery to arrange the process. We'll provide all the details you need to send your item back smoothly.
If your order was purchased as a gift, only the original purchaser can request a return or refund; we're unable to process returns initiated by the gift recipient directly.
EXCHANGE PROCESS
If the size isn't quite right, we'll gladly arrange an exchange for another size, subject to availability. Please contact us within 30 days of delivery to confirm the exchange and receive instructions. The same return-shipping terms above apply to exchanges.
RETURN SHIPPING COSTS
Customers in Germany: we'll email you a free prepaid return label. Simply attach it to your parcel and drop it off at any partner carrier point. A flat fee of €5 will be deducted from your refund to cover this service.
Customers outside Germany: return shipping is arranged and paid for by the customer. TORÉ cannot be held responsible for items lost or damaged in transit, so we kindly ask that you choose a reliable shipping service and provide us with the tracking number once your parcel has been sent.
CUSTOMS DUTIES AND IMPORT TAXES
Any customs duties, import taxes, or fees paid on delivery (where applicable, for orders outside the European Union) are charged by your local customs authority and are non-refundable by us. If you return your order, these charges must be reclaimed, if possible, directly from your country's customs authority — TORÉ is unable to refund or reimburse them as part of your return.
EXCHANGE PROCESS
If the size isn't quite right, we'll gladly arrange an exchange for another size, subject to availability. Please contact us within 30 days of delivery to confirm the exchange and receive instructions. The same return-shipping terms above apply to exchanges.
REFUND OR EXCHANGE
Once the returned item has been received and inspected, your refund (less the €5 label fee for German returns, where applicable) or exchange will be processed promptly and confirmed by email.
YOUR STATUTORY RIGHT OF WITHDRAWAL (EU CUSTOMERS)
In addition to the 30-day return policy described above, EU consumers have a separate, legally guaranteed right of withdrawal for the first 14 days. Where the terms below differ from our 30-day goodwill policy above, the terms below apply for days 1–14; our extended 30-day policy applies for days 15–30.
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods (or, if your order is delivered in separate lots, from the day you receive the last item).
To exercise your right of withdrawal, you must inform us —
MB "Viskas Teigiama" Miško g. 17, Mažeikiai, 89221, Lithuania Email: info@toreloungewear.com
— of your decision to withdraw by a clear, unambiguous statement (e.g. a letter sent by post, or an email). You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is enough to send your notice of withdrawal before the 14-day period has expired.
Effects of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs (excluding any supplementary cost if you chose a delivery method more expensive than our standard offering), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.
We will use the same payment method you used for the original transaction for the refund, unless otherwise agreed, and you will not be charged any fee for this reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied proof of having sent them back — whichever is earlier.
You must send back the goods, or hand them to us, without undue delay and no later than 14 days from the day you notify us of your withdrawal. This deadline is met if you send the goods before the 14-day period expires.
Return shipping cost during the statutory 14-day period:
- Customers in Germany: we provide a prepaid return label. A flat fee of €5 will be deducted from your refund to cover this.
- Customers outside Germany: you bear the direct cost of returning the goods.
You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the goods — in practice, this means you're welcome to try an item on as you would in a shop, but items showing signs of wear, washing, altered scent, or removed tags may have their refund value reduced.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract)
To: MB "Viskas Teigiama", Miško g. 17, Mažeikiai, 89221, Lithuania, info@toreloungewear.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Ordered on / received on: _______________
- Name of consumer(s): _______________
- Address of consumer(s): _______________
- Signature (only if this form is submitted on paper): _______________
- Date: _______________