Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for items that are eligible. Unfortunately we cannot accept returns or exchanges for piercing jewellery.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
RETURNS & REFUNDS
To start a return, you can contact us at info@thehouseoftor.com via email to let us know that you would like to return your order.
If your return is accepted, please follow the instructions below. Items sent back to us without first requesting a return will not be accepted.
For a refund all you need to do is send the unworn bracelet(s) / products back to us together with any jewellery boxes, cards and pouches.
Our address is:-
The House of Tor
1 London Road
Alderley Edge
Cheshire
SK9 7JT
If you can pop a note inside with your name and order number and what you would like us to do that will help us process it as quickly as possible here.
Once we have them we will issue a refund to your payment method.
EXCHANGES – 2 Options
Do you want a different size or a different colour? We would be more than happy to exchange your bracelets / products as long as they are unused and unworn.
To start an exchange, you can contact us at info@thehouseoftor.com. If your return is accepted, please follow the instructions below. Items sent back to us without first requesting an exchange will not be accepted.
Option 1 - Refund and Re-Order
The fastest way to exchange is to return you item(s) for a refund and buy again…but we are equally happy to exchange in the normal way. If you want to return and buy again but had a discount code on your first order, please let us know and we will send you a code to use for your replacement purchase.
Option 2 - Standard Exchange
If you can send them back to us in the pouch we can change them for whichever size you’d like. There’s no need to send them back in the jewellery box for an exchange.
We have found the safest and most cost effective way of returning is using Royal Mail large letter tracked 48 service, if just sending the bracelets in the pouch. Of course you can send it back any way you like if Royal Mail doesn’t suit. 😊
Our address is the same:
The House of Tor
1 London Road
Alderley Edge
Cheshire
SK9 7JT
If you can pop a note inside with your name and order number and what you would like us to do that will help us process it as quickly as possible here.
As much as we a love a good puzzle to solve here…..
Please please please include your name or order number and a note asking what you would like. Exchange / Return etc. 😊
You can always contact us for any return question at info@thehouseoftor.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Paypal can take a particularly long time!
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thehouseoftor.com.
PayPal
Please note that items purchased via Paypal can up to 14 days to clear back into your account once we have processed your refund. Unfortunately this is due to PayPal's internal systems and not something we have any control over.