Shipping & Refund policy

SHIPPING

• All the orders are shipped with a tracked shipping method.
• EU-Orders are generally being processed within 2-3 business days.
  Non-EU orders are generally being processed within 3-4 business days (due to Customs administration).
• Tormaris.com is not responsible for lost or stolen packages once they have been marked "delivered" by the carrier.

The estimated delivery time depends on the country. As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. Please note that it may take up to 48 hours before the tracking number can be updated online.

All shipping prices includes VAT. Please be aware that delivery times might be affected during the holidays and sale periods. We ship with an estimated delivery time of 5-18 business days. At TORMARIS we offer the following shipping costs:

- Europe: € 3,95

- Outside Europe: €9,95 (Free over €250)

Packages to non-EU countries (may) go through customs. This means that the packages go through a safety check. At customs they are allowed to hold the package for up to 30 days. Though this usually does not take this long. This means that the delivery can take longer than the given information. Usually it takes 3-5 business days extra.

If you order products from our website for delivery to an international destination, your order may be subject to import duties and taxes once a shipment reaches your country. You will be responsible for payment of any such import duties and taxes. We have no control over these charges and cannot predict what they may be. International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates. When ordering from us, you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods. We will not be liable or responsible if you break any such law.

We only ships on business days (Monday to Friday, excluding national holidays). Orders that are placed on Saturday and Sunday will be processed the following business day.

If your TORMARIS package arrives damaged as a result of shipment, please make sure to save the shipping box, the products and its outer white cardboard packaging, and email us as soon as possible at info@tormaris.com to notify us of the damage.

We are committed to selling only high-quality products. To that end, we employ several quality checks before a product is shipped. If you have received a wrong or damaged product, please contact us within 30 days of receiving the order to be eligible for a free exchange with a new, similar product or refund. In the case of a refund, we will be able to issue your full refund within 30 days of us receiving the wrong or damaged product, as per our Shipping Policy.

In the event that delivery is rejected for any reason or considered undeliverable because of an invalid shipping address. We are not responsible for packages that have been lost, stolen or mis-delivered.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations if caused by events outside our reasonable control, including (but not restricted to) fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central government or other competent authorities.

Sale & Holiday Season

Because of the high demand of our sale items, orders placed during the sale are only confirmed after receiving a shipping confirmation email. Therefore it is possible that your order will be cancelled because of out of stock items. Please be aware of a longer delivery time due to the holidays. We are working towards having your order processed as fast as possible.

Product Appearance

The images of the products on the (desktop or mobile) website and/or app are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your screen's display can accurately display the colour of the products. Your products may vary slightly in colour from those images. The packaging of the products may vary from that is shown on the images on the (desktop or mobile) website and/or app.

Processing Guidelines

All products on the website are subject to availability and payment being received before your order is processed. We will contact you if the products you have ordered are out of stock, or if additional identification is needed for credit card verification.

 

RETURN

• Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unworn and unwashed and in the same condition that you received it. It must also be in the original packaging. For hygiene reasons, earrings cannot be returned or exchanged unless faulty.
• Please contact us before you return your product. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We will offer exchange for unworn items returned in their original condition and packaging, with the return form fully filled in. Please be aware that all responsible return costs are applicable by the customer. Refunds and exchanges will only be given on items returned within 14 days after the delivery. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. In addition, underwear briefs, swimwear, face masks, ear buds and pierced jewellery cannot be returned or exchanged. 

• As soon as we have received and approved your return, it will take approximately 7 to 10 business days to process your refund.
• In the event that you haven't received a refund yet, first check your account balance with the payment method you used. Please note that it always takes some processing time before a refund is issued. In the event that you have already contacted your payment carriers and banks and regardless you have not gotten your refund yet. Please get in touch with us on our email info@tormaris.com
• Refunds will be issued the same method of payment and the same credit or debit card as the original purchase (except for gift cards and e-gift cards, in which case you will be refunded a credit onto a new gift card). Shipping charges and sales tax on shipping are not refundable.

• If you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you do not like your new purchase, you may return the item(s) for a full refund of the purchased price. We only accept undamaged, unaltered, unsoiled, unused, unworn and unwashed products (other than to try the product(s) on and in the same state that it was sold to you). Please note that where possible, any labels or tags must remain intact and attached. The product(s) should be returned in or with its original packaging.

Cancel or modify after placing order.

In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.

Once your order is picked, it’s no longer possible to cancel or change the order. Please refuse the package at the door upon delivery. It will then be returned to our warehouse at our expense. Once the return has been processed in our warehouse, we will process your return and your purchase amount will be refunded.

CUSTOMS

The following are not included in pricing: customs fees, tariffs or duties. There is a possibility for orders to non EU countries to be charged with customs fees upon arrival. It's not possible for us to predict the extent of these costs. This is the responsibility of the customer.

We are not able to declare your package for any value other than the total value paid at check out.

Contact your local customs office to inform about the amount of duties and taxes that could be charged with your order.