FAQ & POLICIES

Everything you need to know about ordering from TOR.

If you have a question that isn’t answered below, get in touch with us at torstreetwear@gmail.com and we’ll be happy to help.

ORDERS

How do I place an order?

Choose the product and size you’d like, add it to your basket and proceed to checkout. Once your order has been placed, you’ll receive an order confirmation by email.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at torstreetwear@gmail.com.

We cannot guarantee that changes or cancellations can be made once your order has entered production or been dispatched.

I haven’t received my order confirmation.

Please check your spam or junk folder first. If you still cannot find it, contact us and we’ll check your order for you.

What happens if an item is out of stock?

If a product or size is unavailable, it will be shown as out of stock on the website. Keep an eye on our social channels for information about future releases and restocks.

SHIPPING

Where do you ship?

TOR currently ships to the UK (more coming soon).

Shipping options and costs will be displayed at checkout before you complete your purchase.

How long will my order take to arrive?

UK orders are expected to arrive within 2-4 weeks.

Please remember that these are estimated delivery times and delays can occasionally occur after an order has been dispatched.

Will I receive tracking information?

Where tracking is available, you will receive tracking information by email once your order has been dispatched.

Do I have to pay customs or import charges?

International customers may be responsible for customs duties, taxes or other import charges imposed by their country.

These charges are outside of TOR’s control and are the responsibility of the customer.

RETURNS & EXCHANGES

Can I return my order?

Yes.

If you change your mind about your purchase, you can cancel your order within 14 days of receiving it and then return the item within a further 14 days.

Items must be returned in an appropriate condition, unworn and with any original tags or packaging where applicable.

UK consumer law gives online customers a statutory right to cancel certain purchases. (GOV.UK)

How do I return something?

Please contact torstreetwear@gmail.com before sending your item back.

We’ll provide you with the information you need to arrange your return.

Please do not send a return to an address without contacting us first.

Who pays for return postage?

Customers are responsible for the cost of returning unwanted items unless the item is faulty, incorrect or not as described.

Can I exchange an item?

We don’t do exchanges but If you would like a different size, please contact us and we’ll let you know the best way to arrange this.

What if my item is faulty?

If your item arrives faulty or develops a fault, please contact us as soon as possible with your order number and photographs of the issue.

We’ll assess the problem and work with you to arrange an appropriate solution.

You retain your statutory rights where a product is faulty, not as described or does not do what it is supposed to do. (GOV.UK)

When will I receive my refund?

Once your return has been received and approved, we’ll process your refund.

Where a customer exercises their statutory right to cancel an online purchase, refunds must generally be made within 14 days of the relevant cancellation and return requirements being met. (GOV.UK)

PAYMENTS

What payment methods do you accept?

We accept the payment methods displayed at checkout.

Is my payment information secure?

Payments are processed through our third party payment providers. TOR does not store your complete payment card details.

CONTACT

Still have a question?

We’d love to hear from you.

Email: torstreetwear@gmail.com

For order enquiries, please include your order number so we can help you as quickly as possible.

IMPORTANT INFORMATION

This FAQ is intended to provide general information about ordering from TOR. Nothing on this page limits your statutory rights as a consumer.

Our formal Terms & Conditions, Privacy Policy, Cookie Policy, Shipping Policy and Returns Policy contain further information about purchasing from TOR.

*Note from Ash.

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